Release Note

Contents

Introduction

This release note applies to all 8.0 releases of UC Connector.

• 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 Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector now correctly filters out SIP contacts that are using non-ASCII characters or do not have the 'sip:' element defined. In this scenario, UC Connector now puts a message in the current log for such addresses, similar to this:

12:21:27.043 Std 09900 [ERROR] Incorrect resource provided [sip address with non-ASCII chars], creating placeholder and ignoring

Previously, UC Connector passed such addresses to MSLync in subscription transactions, which might have resulted in stuck transactions. (UCC-901)

UC Connector now correctly supports dynamic configuration of DNs and related resources. Previously, dynamic configuration was incorrectly processed, which resulted in broken synchronization between users and relevant DNs. (UCC-899)

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Supported Operating Systems

New in This Release

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

• UC Connector now supports SIP ping functionality to detect the Lync FE outage. UC Connector sends the OPTIONS requests every time interval (in seconds, as specified in UC Connector Application -> Server Info -> Reconnect Timeout).

  The SIP ping is controlled by the enable-sip-ping option in the Microsoft-OCS section. Default value is false. Valid values are true and false.

  If the connection to the Lync FE is lost, the corresponding alarms are triggered:

  • 31403 - Ocs Connection Failure
  • 31404 - Ocs Connection Established

  (UCC-890)

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector version 8.0.301.08 and later is only compatible with Genesys Lync Agent version 8.0.301.01 and later. (UCC-894)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector no longer displays duplicate call control pop-ups. (UCC-884)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

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

• UC Connector now supports "free seating" where agents are not tied to a particular Place in the configuration. (UCC-796)
• The UC Connector now supports a new "presence connector" mode, which allows you to map Genesys agent states to Skype for Business presence states and push that presence to Skype for Business. (UCC-798)

For more information on these features and how to configure them, see the UC Connector 8.0.3 Deployment Guide, on the UC Connector Documentation website.

• For free seating, see the How It Works chapter, Free Seating topic.
• For presence connector mode, see the How It Works chapter, Presence Monitoring topic, Presence Connector Mode.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

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

• Support for Windows Server 2012.
• UC Connector can now subscribe agents in batches with the following new option:
  Section: Microsoft-OCS
  Option:subscribe-batch-size
  Default Value: 5
  Valid Values: Range from 1 to 100
  Changes take effect: After restart
  
  Specifies the number of agents that are subscribed at one time.

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector now processes disabled agents correctly when they are enabled with the enabled option. Previously, this option did not work as expected. (UCC-748)

UC Connector can now add notes successfully to the Web UI after putting a call on hold. Previously in this scenario, the notes were lost. (UCC-433)

UC Connector now writes a message in its log file when more than one person has the same Lync contact information in the configuration database. (UCC-561)

UC Connector now correctly sets the data provided to the Web UI clients when the person's information in the configuration database does not have values for first or last names. Previously, UC Connector generated an exception for the Web UI client, and did not allow it to operate correctly. (UCC-566)

UC Connector no longer generates an exception when a UC Connector enabled Person object (in the UC-Connector section of the Annex tab, the enabled is set to true) does not have any agent IDs assigned on the Agent Info tab. (UCC-593, UCC-597)

UC Connector now correctly updates agent states if large notes are attached to the call. (UCC-596)

UC Connector now correctly restores the activity token after the call ends. (UCC-598)

UC Connector no longer logs the agent out if UC Connector is connected to the Lync platform for presence synchronization and the sync-when-logout option is set to false during start up. Previously, in this scenario, during the UC Connector startup if there was a delay of presence information from the Lync, UCC sometimes logged out the agent. (UCC-645)

When the box running UC Connector disconnects from network when UC Connector is in process of sending SUBSCRIBE to Lync, UC Connector now continues to process to send SUBSCRIBE after the connection is restored. Previously, in this scenario, UC Connector did not subscribe the agent. (UCC-662)

UC Connector now synchronizes the agent's presence correctly when the agent is configured in standalone mode, and uses the browser to change state from DND on to Logout. Previously, in this scenario, the agent's state showed as logged in and not ready. (UCC-703)

If the sync-when-logout option is set to false on both the primary and backup UC Connector, and the agent is logged in to multiple DNs, all DNs show the correct state upon switchover. (UCC-717)

If a invalid configuration change is made while UC Connector is starting, UC Connector starts correctly. Previously, in this scenario, UC Connector would not start. (UCC-724)

The thirdparty-logging-enable option in the Log section is no longer missing from the UC Connector application template. (UCC-737)

UC Connector now supports Internet Explorer (IE) compatibility mode. (UCC-738)

The thirdparty-logging-enable option in the Log section is no longer missing from the UC Connector application template. (UCC-740)

UC Connector no longer logs out agents if the Lync client is not running. (UCC-744)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This is a hot fix release for this product. There are no new features in this release of UC Connector.

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector can now detect if the SIP Stack is not running, and generate the appropriate Genesys log messages:

• 31401—SIP Layer Creation Failure
• 31402—SIP Layer Created (To cancel the alarm)

1. On the Options tab in the log section of the UC Connector application, add the following key-value pairs:
   • MessageFile=<path to the UCC.lms file>
   • standard=network
2. Add the connection to the Message Server. Open the connection of a Solution Control Server and make sure that you are using the same Message Server.
3. Create a new Alarm Condition configuration object with the following properties:
   • On the Detect Event tab, enter the following:
     • Log Event ID: = 31401
     • Selection Mode: = Select by Application
     • Application = The appropriate UC Connector application name.
   • On the Cancel Event tab, enter Log Event ID: = 31402

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This is a hot fix release for this product. There are no new features in this release of UC Connector.

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector now synchronizes the agent’s status after it receives a BENOTIFY/NOTIFY SIP message with a status update from Microsoft Lync, or after a High Availability switchover occurs. Previously, the agent’s state was synchronized if the following occurred:

• 200 OK answer to a SUBSCRIBE request with a payload that contained the initial agent status
• A BENOTIFY/NOTIFY SIP message with the agent’s status update
• TLib events: EventRegistered, EventAgentReady, EventAgentNotReady, EventAgentLogout

(UCC-736)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This is a hot fix release for this product.There are no new features in this release of UC Connector.

Corrections and Modifications

This release includes the following corrections and modifications:

Third-party logging is now configurable for UC Connector. To enable this feature, the new option thirdparty-logging-enable has been created for the Log section.

thirdparty-logging-enable
Default Value: False
Valid Values: True, False
Changes Take Effect: After Restart

Enables additional third-party framework (CometD and Spring FW) logging control. Note that this option should be used for tracing server/client communication problems.

Previously, in version 8.0.300.37 only, UC Connector did not automatically clean the CometD debug log files (%UCC_HOME%\logs\cometd.log), and you had to manually clean the %UCC_HOME%\logs directory when necessary. (UCC-731)

If you are using UC Connector in standalone mode, and you plan to upgrade UC Connector from 8.0.2 to 8.0.3, note that the agent status setup behavior has changed. In 8.0.2, on startup, UC Connector automatically logged in the Person related DN to SIP Server and set the DN in the Ready state. In 8.0.3, on startup UC Connector reads the DN status from SIP Server and sets up the appropriate status. To enable this feature, a new option, agent-initial-state, has been created for the UC-Connector section.

agent-initial-state
Default Value: Sync
Valid Values: Sync, Ready, NotReady
Changes Take Effect: After Restart

Specifies the status of the agent after logging in to UC Connector. If set to Sync, the agent state is synchronized with the T-Server state. If set to Ready, the agent is logged in in the Ready state. If set to NotReady, the agent is logged in in the NotReady state.

Notes:

• For standalone mode, if the value of agent-initial-state is set to Ready or NotReady, after switchover, the agent is set to the Ready or NotReady state regardless of the status before switchover. Setting the value to Ready is not recommended because those agents that were in a Not Ready or Logged Out state will be set to the Ready state after a switchover, or after UC Connector restarts.
• For Lync integration, Genesys recommends that you either set the agent-initial-state option to the Sync (the default) value, or not use it at all.

(UCC-733)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This is a hot fix release for this product.There are no new features in this release of UC Connector.

Corrections and Modifications

This release includes the following corrections and modifications:

A new option, sync-when-logout, is now included that enables UC Connector to handle an environment that includes a Genesys desktop (like Workspace Desktop Edition) to control the agent login status. Previously, without this option, when deployed in an environment with presence propagation from Microsoft Lync, UC Connector did not provide a way for the Genesys desktop to control the agent login status.

When the new option is set to false, UC Connector now waits for an agent to be logged in and only synchronizes presence when the agent is actually logged in, as described in the use case below.

Important!

• When integration with Lync in the Contact Center is used, the sync-when-logout must be set to false.
• When used in a stand-alone mode in environments without Microsoft Lync, the sync-when-logout must be set to true.
• When used in a back office environments with Microsoft Lync, the sync-when-logout must be set to true.

• The Genesys agent desktop client is in the LoggedOut state.
• The Lync client is in the Ready state.
• The agent is not logged in automatically and presence synchronization is not provided, since the agent is NotReady to take customer calls.
• When the Genesys agent desktop changes to logged in, and the Lync client is in a Ready state, presence synchronization is activated and the agent is available for routing.

(UCC-635)

UC Connector has been modified so that if using Virtual IP Takeover for redundancy after a High Availability switchover, preview routing continues to behave correctly. Previously, previews would not be delivered to Knowledge Workers after a High Availability switchover. (UCC-623)

In standalone mode, UC Connector no longer forces a Not Ready agent into a Ready state after a High Availability switchover. The state of the agent prior to a High Availability switchover is now maintained. (UCC-624)

Presence synchronization now works as expected. Previously, in some cases while under load, UC Connector lost presence synchronization with MS Lync. (UCC-627, UCC-628)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

There are no restrictions for this release. There are no new features in this release of UC Connector.

Corrections and Modifications

This release includes the following corrections and modifications:

SIP message handling in multithreaded environments has been improved to prevent ParseExceptions occurring when the response from Lync for a subscription is processed by UC Connector at the same time as a response for another request, or a BENOTIFY was received from Lync. (UCC-590)

UC Connector now correctly reports state changes when Lync changes the presence for a Knowledge Worker to a state within the same category (for example, Lync changes the Knowledge Worker state from 6501 to 6500). (UCC-590).

UC Connector has been modified, so that an address, which is not configured in the correct format in the Microsoft-OCS section of the Person object's Annex tab in the configuration environment, is not be sent to Lync. The correct format for an address is sip:<user>@<domain>. Additionally, if an address is in the correct format, but Lync does not allow the subscription (for example, if the user is not enabled for Lync), UC Connector will no longer send an immediate resubscription request for that user. (UCC-586)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This is a hot fix release for this product. There are no new features in this release of UC Connector.

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector now correctly performs registration to the Lync Front End and resubscribes for presence updates for all enabled contacts when a refresh of registration with the Lync Front End times out. Previously, on a loss of registration, UC Connector attempted to open two consecutive presence dialogs and might have operated incorrectly when the Lync Front End did not respond correctly to those subscriptions. (UCC-517)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

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

• Customized agent states. UC Connector now allows you to customize the agent states available to knowledge workers in the UC Connector web client drop-down menu. The agent states and the corresponding text displayed in the menu can be customized by editing application resources.
• External number redirect. A knowledge worker or an administrator can now enable an external redirect number. Enabling this feature allows knowledge workers to accept preview calls at the specified number.
• Support for any Genesys Agent Desktop client in integration with Microsoft Lync Enterprise Voice. UC Connector now supports agents answering incoming calls and performing call control using any Genesys Agent Desktop client, controlling a Lync Client used as a soft-phone. UC Connector communicates with the Genesys Lync Agent (GLA), which must be installed on the same agent desktop in order to perform this function.
• Propagation of Genesys After Call Work state to Lync, in integration with Microsoft Lync Enterprise Voice. When an agent enters the After Call Work state, the agent's presence state is:
  • Preserved in Genesys until the agent uses the Lync client menu to change state, or the After Call Work timer expires.
  • Propagated to the Lync server so that the agent's unavailability is also reflected in the corresponding Lync presence, with a configurable presence status and note values.
  When the agent exits the After Call Work state (either automatically or manually), the agent's Lync presence state is set back to a value that is preserved from the Lync presence update. The agent's Genesys state is also updated with the corresponding value.

Corrections and Modifications

This release includes the following corrections and modifications:

You can now edit audio files used for the audio on Ringing or Preview feature if they are not being used by UC Connector. Previously, you could not edit the audio files, even if they were not in use by UC Connector. (ER# 303270837)

UC Connector's audio on Preview or Ringing feature now supports the .wav audio format for Internet Explorer 8. (ER# 320279111)

UC Connector now correctly handles the scenario where an agent logs out with an Interaction Window opened. Previously, UC Connector did not close the Interaction Window when an agent logged out. (ER# 310507441)

UC Connector now correctly opens a browser window and populates all information if the Person object in Genesys Administrator has quotations in the first or last name. Previously, UC Connector did not populate any information in the browser window. (ER# 310658521)

UC Connector now sends TDistributeUserEvent to the correct T-Server when more than one T-Server is connected to UC Connector and distribution of user events is enabled for ongoing previews. Previously, UC Connector sent TDistributeUserEvent to the first found T-Server. (ER# 310237351)

UC Connector now correctly handles racing conditions where agent synchronization requests are sent on DN registration from T-Server and a simultaneous presence update is received from Microsoft Lync. Previously, UC Connector left agents in Ready state while the Microsoft Lync presence update indicated a different agent state. (ER# 300834291)

UC Connector now recovers and restores service faster if a Lync Front End Server failover occurs. Previously, UC Connector might have recovered only after executing a new Registration attempt and full resubscriptions to Lync. (ER# 303911891)

UC Connector now correctly applies the timeout specified in the dnd-off-timeout option and returns a Knowledge Worker to Ready state after the Knowledge Worker rejects a Preview. Previously, on rare occasions UC Connector might have left the Knowledge Worker in Not Ready state. (ER# 317942211)

UC Connector now correctly handles the shortcut keys specified the preview-shortkey-accept and preview-shortkey-reject when Internet Explorer is used as the web client and the user switches to the Interaction Window pop-up. Previously, UC Connector did not correctly handle the keys specified in these options.

Note: UC Connector only supports shortcut keys for Internet Explorer.

(ER# 314958376)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

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:

UC Connector now closes expired Interaction windows using the timeout defined in the itx-window-close-timeout option. Previously, UC Connector closed expired Interaction windows after 9000 milliseconds, regardless of the value set in the itx-window-close-timeout option. (ER# 314958160)

UC Connector now correctly handles EventAgentNotReady from T-Server if the event is received without AttributeAgentWorkMode. Previously, an internal exception prevented UC Connector from correctly setting the state of an agent. (ER# 315613396)

UC Connector now correctly opens the Presence Dialog if Lync terminates the initial subscription for the dialog. Previously, UC Connector did not react when the Presence Dialog was terminated, and it failed to subscribe properly for presence notification and was not able to synchronize Lync agent states. (ER# 317198214)

UC Connector now correctly terminates when stopped using Ctrl-C, from Genesys Solution Control Interface (SCI) or Services.msc. Previously, UC Connector terminated without flushing logs and correctly stopping all subsystems. (ER# 259854466)

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Supported Operating Systems

Supported Languages

The following table lists the languages supported by this release.

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality.

• Language and country settings. The following options are added for language and country settings:

  • German
  • Spanish (Latin American)
  • English
  • French
  • Italian
  • Russian

• Interaction Preview-related reporting events. UC Connector now produces and sends reporting events related to the Interaction Preview window to reporting platforms through T-Server/SIP Server. Reporting tools can extract these records to create reports on the performance of Knowledge Workers while responding to previews.

• Configurable hotkeys for interaction Preview. You can now configure keyboard hotkeys to perform key actions when the Preview window is in focus. The keys corresponding to these actions are configured through deployment-wide options.

• User logout ability. Users can now explicitly logout of UC Connector by clicking a button in the user interface.

• Default routing. UC Connector now includes the application-wide login-queue option to allow default routing in case of URS failure, if this functionality is supported by the T-Server and other solution components. (ER# 256593220)

• Third-party call control window suppression. UC Connector now suppresses web browser pop-ups for incoming calls based on User Data attached to the call.

• Username in browser window. UC Connector now displays the username for the logged in user in the browser window. The displayed string shows "first name" + " " + "last name" + "- Genesys", as specified in the Person object for the logged in user in Configuration Manager. If neither field is present, then the Person user ID is used.

Corrections and Modifications

This release includes the following correction:

Rejecting a Preview offer now makes the UC Connect user unavailable for the period of time specified in the dnd-off-timeout option. Previously, UC Connector forced the user to the ready state at the end of this time period, if the user state was manually changed during the timeout. (ER# 258947706, 310669491)

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Supported Operating Systems

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 correction and modification:

Advanced Disconnect Detection Protocol (ADDP) is now enabled for UC Connector. Previously, ADDP was not activated when configured for UC Connector in the Connections tab in Configuration Manager. (ER# 303132974)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality.

• Use UC Connector as a presence gateway. If enabled, UC Connector suppresses call context notification windows and alters the presence synchronization mode to use the device status instead of the agent status to notify Genesys about Knowledge Worker presence changes. To support this feature, the UC-Connector section of the UC Connector application now includes the new option presence-gateway-mode.

  presence-gateway-mode
  Default Value: off
  Valid Values: on, off
  Changes Take Effect: Immediately
  

  When set to on, UC Connector suppresses interaction context windows, and uses the device states Do Not Disturb, Out Of Service and Off Hook (rather than the agent state) to notify Genesys about UC user presence changes. This mode prevents automatic agent login and agent state override by UC Connector.

  Note: The presence-gateway-mode option should be used in conjunction with the SIP Server soft switch integration solution.

  (ER# 301312041, 295866031, 284868541)

• Audio on preview or ringing. UC Connector now allows you to specify the audio to be played, in a loop, when a preview or ringing pop-up window is displayed. This functionality is only supported in the Firefox, Safari, and IE9+ web browsers. For information on supported audio file formats, refer to the documentation for the specific browser.

  Depending on where you place the audio files, you can specify either a file path to the UC Connector installation or a URL to some other network-accessible location. To specify location of file in UC Connector installation, place the file in the UCC-install/webapps directory or any of its subdirectories. For example, if an audio file 'ring.mp3' is placed in UCC-install/webapps/audio/, then the value for the audio-on-ring or audio-on-preview option should be /audio/ring.mp3.

  To support this feature, the UC-Connector section of the UC Connector application now includes the new options audio-on-ring and audio-on-preview.

  audio-on-ring
  Default: none
  Valid Values: URL or file name

  Specifies the location of the audio file that will be played when the ringing pop-up window is displayed.

  audio-on-preview
  Default: none
  Valid Values: URL or file name

  Specifies the location of the audio file that will be played when the preview pop-up window is displayed.

  Note: The audio-on-ring and audio-on-preview options are only applicable when UC Connector is used in non-gateway mode (presence-gateway-mode is set to off).

  (ER# 300669483)

Corrections and Modifications

This release includes the following modifications:

The default values have been updated for the following agent status-related options in the Microsoft-OCS section:

• agent-status-logout=18000-
• agent-status-notready=4500-17999
• agent-status-ready=0-4499

(ER# 301088461)

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Supported Operating Systems

New in This Release

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

• Customized Help Button. UC Connector now includes a Help button, which you can use to link to customized help files located on your network or server. You can hide or show this Help button as it appears in various parts of the user interface.

• Customized Default Languages. UC Connector now lets you select from a variety of supported languages that will be used in the interface.

• Automated UC Connector Log-in. UC Connector now supports automatic log-in for all users on startup. This feature must be enabled when integrating with Microsoft Lync Server 2010.

• Enhanced support for Microsoft Lync Server 2010. UC Connector now uses the Microsoft Lync extensibility window for integration with UC Connector.

• Countdown Timer. The interaction Preview window disappears automatically after a timeout if the user does not accept or reject the interaction. This feature allows the user to see the time remaining to respond to the preview.

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector now correctly processes the userdata-note-onpreview option. Previously, UC Connector did not display the UserData Notes as expected in the Preview Interaction that it presented to the Knowledge Worker. (ER# 264912231)

UC Connector now correctly presents a single Interaction window to the Knowledge Worker in cases where there is already a call on the Knowledge Worker DN when the Knowledge Worker logs in. Previously in this scenario, UC connector incorrectly opened a second window. (ER# 259415471)

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Supported Operating Systems

New in This Release

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

• Clickable URL. UC Connector supports adding a clickable URL to the user data that can appear in the call interaction or preview windows. To support this feature, a new href: placeholder has been added to the configuration options userdata-call-format<n> and userdata-preview-format<n>. For example, you could use href: in the following ways:
  
  title: Web Content, href: [url]
title: Account, value: [Account], href: <http://yourwebsite?account=>[Account]
  
  In the first example, the user data will display the URL that was configured in the key-value pair url. In the second example, the URL is formed partly by the static string entered directly in this option, plus the value of the key-value pair Account.

  (ER# 266418985)

• Enhanced Push On Call Status for Microsoft OCS. UC Connector now supports updating the presence status in Microsoft Office Communicator (MOC) when the Knowledge Worker receives a call from the Genesys environment. To support the feature, the Microsoft-OCS section of the UC Connector application now includes the new options enable-push-oncall-status and oncall-status.
  
  enable-push-oncall-status
  Default Value: false
  Valid Values: true, false
  Changes Take Effect: Immediately
  
  Enables the overall Push On Call Status feature. If enabled, when the Knowledge Worker receives a call from the Genesys environment, the OCS status is set on the MOC side, according to the value of the oncall-status option.
  
  oncall-status
  Default Value: 9500
  Valid Values: See the table "Interoperability Values for OCS Presence States" in the UC Connector 8.0 Deployment Guide.
  Changes Take Effect: Immediately
  
  Specifies the status to be updated in the MOC client when a Knowledge Worker receives a call from the Genesys environment.
  
  

  (ER# 266418981)

• Control Genesys state from Knowledge Worker Notes. UC Connector now supports direct control of the Genesys agent state based on the notes entered by the Knowledge Worker in the MOC client. To support this feature, a new option agent-onnote-tstatus<x> has been introduced.

  agent-onnote-tstatus<x>
  Default Value: No default value
  Valid Values: <tserver status>, <note>
  Changes Take Effect: Immediately
  
  Specifies the text for the triggering note, as well as the corresponding Genesys status. If enabled, when the Knowledge Worker enters a note that matches the text configured in this option, UC Connector will change the status for this Knowledge Worker to the specified Genesys agent state. To configure this option, enter the value <tserver status>, <note> in the following pattern:

  <tserver status>	Enter the Genesys status that the note will trigger. It can be any of the following Genesys states: ready, not ready, logout.
  <note>	Enter the text for the triggering note.

  For example, if you configure agent-onnote-tstatus1 to the value NotReady, I am busy, when the Knowledge Worker enters "I am busy" in the MOC client, the Genesys agent state is changed to NotReady.

  Note: Use the variable <x> in the name of this option when creating multiple triggering notes (set X to 1, 2, 3 and so on as you add more notes). If you have only one triggering note, you can leave out this variable.

  (ER# 266418983)

Corrections and Modifications

This release includes the following corrections and modifications:

The Genesys UC Connector Plug-in for IBM Sametime version 8.0.001 now displays the correct version number. Previously, the plug-in for that version of Sametime was incorrectly showing as 8.0.000. (ER# 267031821)

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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 UC Connector.

• Enhanced Instant Messaging Integration. UC Connector now supports integration with Genesys Instant Messaging (IM), independent of the 3rd party UC platform used. This allows for IM functionality in IBM Sametime 8.5 deployments. For Microsoft OCS, you can now choose instant messaging through either Genesys IM or through the previous OCS-SIP Server integration.

• Support for Microsoft Office Communications Server 2010 (Lync). UC Connector can now integrate with Microsoft OCS 2010 for both voice and chat interactions. Chat is supported through Genesys IM only (direct SIP Server-OCS integration is not supported for Microsoft OCS 2010).

Corrections and Modifications

This release includes the following corrections and modifications:

UC Connector now dynamically activates new connections that are added through the Connections tab of the UC Connector Application object. Previously, UC Connector did not activate new connections until after the application was restarted. (ER# 258852781)

UC Connector now correctly changes the status of a channel when a Knowledge Worker DN switches to EventDNOutOfService status. (ER# 259584403)

UC Connector now correctly closes the Preview Notification window after an agent completes a transfer to a Routing Point. Previously, this window stayed open until the interaction timeout expired. (ER# 257734241)

UC Connector now correctly displays string-based statistics that are received from Stat Server. As a result of this change, the value of the option attribute(n) must use the format %s. Previously, the format %d was used. (ER# 256501743)

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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 UC Connector.

• Support for UC platforms. UC Connector supports integration with Microsoft OCS 2007 R2 and IBM Sametime 8.5.

• Presence Mapping. UC Connector determines Knowledge Worker availability by subscribing to user presence (states/updates) provided by the UC platform.

• Telephony Integration. Knowledge Worker telephony integration is available through T-Server for calls flowing from the contact center to the enterprise. Voice call control is provided through the customized UC client.

• Instant Messaging (IM) Integration. When integrated with the Microsoft Office Communication Server, UC Connector supports interaction flows that use the IM integration through SIP Server. IM content and call control is provided through the Microsoft Office Communicator UC client.

• Interaction Preview Notification. Genesys Routing can send a preview to a targeted Knowledge Worker, letting the Knowledge Worker accept or decline the interaction before actually routing the interaction. This can be done for a selected Knowledge Worker, or round robin for a group of Knowledge Workers. Multiple preview notifications can also be sent simultaneously—broadcast—to a set of Knowledge Workers. In this case the first Knowledge Worker to respond receives the interaction.

• Business Data Exchange. The Knowledge Worker can access call context and attached data related to any interaction that is transferred to them. Genesys UserData is passed to the UC client, displayed on their Call Control window, the Preview Notification window, or the custom Contact Center tab of their UC client, depending the configuration.

• Zero Enterprise Footprint. All software installation and integration with the UC platform takes place on the Genesys side, with no need for any new applications to be running on the Knowledge Worker desktop.

• Reporting. Business and performance metrics about the Knowledge Worker voice activity is provided through the Genesys Reporting solution. Knowledge Workers are configured in the Genesys system as standard agents, and standard reporting products and templates can be used to generate reports on how the Knowledge Worker is used, or how the call is handled.

• Support for T-Server. UC Connector can be integrated with any 8.0 version T-Server that supports emulated agent functionality. UC Connector was explicitly tested with the following T-Server versions:

  • T-Server for Alcatel A4400/OXE, version 8.0
  • SIP Server 8.0.3
  • T-Server for Cisco Unified Communications Manager, version 7.5 - 8.0

Corrections and Modifications

This release contains no 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.

The JAVA_HOME environment variable should be maintained manually after a Java upgrade. (UCC-841)

The Conversation Extension Window functionality does not work when using the Skype For Business client on the Knowledge Worker desktop. (UCC-817)

When GLA is not able to connect to UC Connector, it will not display an exit button in the UI and must be stopped using Windows Task Manager. (UCC-864)

GLA cannot be used in an environment where Knowledge Workers are configured using Free Seating. (UCC-850)

The thirdparty-logging-enable option in the Log section is missing from the UC Connector application template. For information about configuring this option, see UCC-731. (UCC-740)

When UCC is connected to the Lync platform for presence synchronization and the sync-when-logout option is set to false, during the UCC startup if there is a delay of presence information from the Lync, UCC sometimes logs out the agent. If this occurs, the agent must login again to synchronize presence with the Lync. (UCC-645)

In Standalone mode, when UC Connector is not connected to a UC platform for presence synchronization, the option sync-when-logout must be set to true. If it is set to false, UC Connector will always force an agent log out on any agent state change. (UCC-641)

Lync presence updates are not reported correctly on startup when the sync-when-logout option is set to true, but start working after the first presence update from Lync. To workaround this issue, if you must set sync-when-logout to true, Genesys recommends setting the emulated-login-state option in the SIP Server application to not-ready. (UCC-639)

When UC Connector is configured in warm standby mode with the sync-when-logout option set to true, and a switch over occurs, for a very short time, the presence state of the user is not synchronized between the backup UC Connector and the MS Lync. Active users may be logged out for a very short time, with their state corrected one soon thereafter. This will show up in reporting and as a blip on the user’s desktop interface, but will not otherwise significantly impact operation. When the sync-when-logout option is set to false, the Knowledge Workers might be logged out after a switchover and must log in again to synchronize correctly with the Lync client state. (UCC-699)

After upgrading UC Connector, each user is required to manually refresh the browser cache. For example, on Firefox, every user must press Ctrl-R after the first connection to UC Connector. (UCC-584)

In rare occasions when a call is released immediately after a Knowledge Worker has rejected a Preview, UC Connector does not return the Knowledge Worker to ready state after the value of the dnd-off-timeout option has expired. (ER# 317942211)

A bug in the Java Software Development Kit (JDK) 1.6 on Windows 7 and Windows Server 2008 can cause Jetty to freeze. For details on the JDK bug, see https://bugs.eclipse.org/bugs/show_bug.cgi?id=357318 and http://bugs.sun.com/bugdatabase/view_bug.do?bug_id=7130796.

Workaround: Upgrade to JDK 7.0 (release 1.7.0_06+).

When UC Connector is connected to more than one SIP Server, it frequently sends the TDistributeUserEvent to the incorrect SIP Server. The user events will not appear as expected in ICON for reporting. (ER# 310237351)

In Configuration Manager, if the Person object for the Knowledge Worker has quotation marks as part of the name, then UC Connector does not correctly open the browser window when the Knowledge Worker signs in. (ER# 310658521)

If the popup-udata-key option is configured in CME, then this user data key must be attached to the call. Otherwise, UC Connector suppresses the call pop-up window, even after a Preview is accepted. (ER# 311461181)

On rare occasions, UC Connector unexpectedly loses presence synchronization with Microsoft Lync Server 2010.

Workaround: Restart UC Connector to clear this issue.

(ER# 303627484)

ADDP messages from both SIP Server and UC Connector follow the timeout configured in "Local Timeout". (ER# 304039701)

When a Knowledge Worker answers a call and then puts the call on hold, any added notes are lost. (ER# 311540631)

With Microsoft OCS 2007 R2, using the agent-note-tstatus<x> option to trigger a logout can result in a permanent logout of the Knowledge Worker. This problem does not occur with Microsoft Lync Server 2010, where UC Connector correctly updates the Knowledge Worker's Genesys status after the note is removed. (ER# 267844612)

With Microsoft Lync Server 2010, there may be an inconsistency in the way that the text configured in the invite-message option is displayed in the Extensibility window. The text may not appear for some Knowledge Workers. (ER# 275278571)

When UC Connector is used in a Microsoft Lync 2010 environment, there may be some instances where the initial message of a chat interaction appears twice in the Knowledge Worker's chat interaction window. (ER# 268268301)

UC Connector is currently unable to process the userdata-note-onpreview option. With this option enabled, UC Connector does not display the UserData Notes as expected in the Preview Interaction that it presents to the Knowledge Worker. (ER# 264912231)

UC Connector is unable to generate an interaction if the custom UC Connector tab on the Knowledge Worker's Microsoft Office Communicator (MOC) client is not currently active (in other words, another tab is currently in focus). This only occurs in integrations with the MOC client. (ER# 262658951)

UC Connector cannot be installed using the silent setup.exe -r switch method. For silent installations, use the genesys_silent.ini method instead. (ER# 259993782)

UC Connector does not correctly display string-based statistics reported to it by Stat Server. This includes EstimatedWaitTime. (ER# 256501743)

High Availability (HA) limitations. After an HA switchover, it can take up to two minutes before Knowledge Worker clients are fully resynchronized with their presence status, as well as for the client to reacquire control of their devices. In Microsoft Office Communicator, in case there are multiple tabs configured, switching away from the UC Connector tab and back will force resynchronization. (ER# 258774609, 258657583, 259418083)

No support for extended option information in Genesys Administrator. UC Connector currently does not provide extended XML-based information—option descriptions and valid values—when configured using Genesys Administrator. (ER# 256168021)

UC Connector incorrectly displays Out-Of-Service transfer destinations as available. (ER# 256660952)

UC Connector does not react on EventDNOutOfService for Knowledge Worker DNs. Currently, UC Connector does not change the status of a channel to reflect EventDNOutOfService. (ER# 259584403)

If UserData is updated during an ongoing Preview interaction with a Knowledge Worker, the update is not reflected in the Preview Notification window. (ER# 258091631)

If a connection is added in the connections tab of the UC Connector Application object, UC Connector might not activate this connection until the application is restarted. (ER# 258852781)

A Knowledge Worker cannot enter interaction notes while on consultation call. (ER# 259088877)

If an ISCC multisite transfer fails, UC Connector does not display an error message to the Knowledge Worker. (ER# 259089112)

If an agent completes a transfer to a Routing Point while a Knowledge Worker currently has a Preview Notification window open, the window remains open until the timeout, defined by option preview-itx-arrival-timeout, expires. UC Connector will display a second interaction window when the call is actually routed to the Knowledge Worker. (ER# 257734241)

At the end of the dnd-off-timeout period (invoked when a Preview interaction is rejected), UC Connector sets the Knowledge Worker's agent status to Ready regardless of the actual presence status of the Knowledge Worker. (ER# 258947706)

UC Connector does not correctly display statistics for transfer targets until the first update for each statistic type is received from Stat Server. (ER# 259523651)

For Knowledge Workers involved in an ongoing consultation interaction, the Complete/Cancel button becomes unavailable after a UC Connector switchover, or if T-Server is restarted. The Knowledge Worker must release the consultation leg and initiate a new transfer/conference interaction in order to complete the action. (ER# 259817741)

UC Connector incorrectly presents two interaction windows to the Knowledge Worker in cases where there is already a call on the Knowledge Worker DN when the Knowledge Worker logs in. (ER# 259415471)

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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.

Windows 2003 operating system

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Internationalization

Information in this section is included for international customers.

There are no known 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.

• The UC Connector 8.0.3 Deployment Guide, available on the Genesys Documentation website, which describes the deployment of the UC Connector into the Genesys contact center.

• The UC Connector 8.0.3 Lync Integration Deployment Guide, available on the Genesys Documentation website, which describes integrating the UC Connector with the Genesys Voice platform in conjunction with Microsoft Lync / Skype for Business, for voice and presence integration, based on SIP integration.

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

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

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