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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesys.com for more details.

This release note applies to all 7.6 releases of Universal Routing Server (URS).

• 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 Genesys Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:

HTTP Bridge thread synchronization, while operating under a high workload, has been improved. Previously, HTTP Bridge could become unstable while processing multiple Web Service requests. (ER# 318891250)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:

URS no longer becomes unresponsive on the LINUX operating system if HTTP Bridge terminates unexpectedly. HTTP Bridge now correctly handles thread synchronization while attempting to process multiple Web Service requests. (ER# 311886774)

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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 functionality:

• Router introduces new pseudo statistics called RStatAgentsReadyMedia and RStatAgentsReadyvoice. These Statistics are utilized to calculate the number of ready Agents for a specific media type, when Agents/Agent Groups/Places/Place groups/skill expressions are used as a target. (ER# 294760001)

Corrections and Modifications

This release does not include any corrections or modifications.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:

When configuration data has a lot of objects (for example applications) with a very large number of options (5,000+), a scenario where URS losses connection to the Configuration Server, and needs to reconnect and reread the configurations, can result in a significant amount of time and CPU usage for the process to complete.

This release of URS corrects a situation where this slowdown, in its own turn, could have caused another disconnection from the Configuration Server. (ER# 284266008)

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Supported Operating Systems

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

Note: Support for the Linux operating system was added to this release on 9/12/16.

New in This Release

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

• This release of URS is able to support up to 1,000 log files of up to 100 megabytes (MB) each. To achieve this, please configure the expire option in the URS log section to the number of desired log files to store. Beginning with this release, valid values are extended from 1 to 1000. Refer to the Framework 8.0 Configuration Options Reference Manual for more details on the expire option. (ER# 261998301)

  Note: This new 7.6.x functionality is not available for HP-UX builds of URS.

Corrections and Modifications

This release does not include any corrections or modifications.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:

Content of global skill expressions (those not based on an agent group) is now deleted from URS memory only if it is not used for more than four days. In previous releases of URS, the content of a skill expression could be deleted immediately if it was not used by any interaction. This sometimes resulted in operational delays as URS recreated all skill expressions in large-scale environments. (ER# 256226522)

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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 functionality:

• This release of URS introduces a new option on_primary_changed with valid values ignore, reconnect, and error. This option controls URS behavior when EventPrimaryChanged is received from the T-Server. Changes to option values for on_primary_changed take effect only upon URS restart.

  • A value of ignore indicates that URS will take no action regarding currently active T-Server requests, and will continue to wait for an answer from the new primary T-Server. This is the default value and describes the behavior of URS in previous releases.
  • A value of reconnect indicates that URS will attempt to reconnect to the T-Server (effectively switching Hot T-Server Standby to Warm Standby). URS restarts all running strategies on this T-Server from the beginning. This is the most reliable way to recover from a PrimaryChanged event.
  • A value of error indicates that URS will imitate an EventError for every pending request. Strategies for all affected calls will behave exactly as if URS received an actual EventError for every pending request. This is a less disruptive way to recover from a PrimaryChanged event than using the reconnect value, but it is limited only to ApplyTreatment and ReserveAgent T-Server requests.

  Note: Currently URS does not unblock the target if it was previously blocked as part of an issuing request (for example, ReservAgent), and the error or reconnect occurred as a result of using the on_primary_changed option.

  (ER# 248942310)

Corrections and Modifications

This release does not include any corrections or modifications.

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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 functionality:

• In previous releases, URS did not reset the verification_time timer when an agent changed his/her status for WaitForNextCall while already blocked for verification time. To address this issue, this release of URS provides a new option called verification_mode (specified dynamically on the URS level). This option has two values: always and once (default value is once). If set to once, URS blocks the agent for the specified verification time only if the agent is not already blocked for verification. If set to always, URS blocks the agent for the specified verification time without any consideration about whether or not the agent is already blocked. For more details on verification time, refer to the options verification_time, verification_time_dn, and verification_time_agent as described in the Universal Routing 7.6 Deployment Guide. (ER# 244872506)

Corrections and Modifications

This release also includes the following corrections and modifications:

If complex data is received (objects with properties) during a Web Service request, the object's property names are now preserved. Previously, the object's property names could be converted into an ordinal sequence of numbers in the returned strategy data. (ER# 244782558)

URS no longer terminates operation in the following scenario:

1. The URS option count_calls is set to true.
2. The status key in AttributeExtensions of an answered EventRegistered is either absent or set to less than 0 when attempting to register to this DN.

3. An attempt is made to add (during run-time) a new Routing point or Virtual queue.

(ER# 247995052)

URS no longer exits unexpectedly when virtual queue names used in a Target selection object or in a function exceed 2000 bytes in length. (ER# 247959545)

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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 functionality:

• Since the RStatCallsInTransition statistic does not take into account calls with issued agent reservation requests, this statistic is not always suitable for use as part of target threshold expressions. To overcome this limitation, a new built-in statistic called RStatCallsInTransitionEx is provided in this release of Universal Routing Server. This statistic behaves like the existing RStatCallsInTransition statistic, but also counts those calls which—while not yet sent to the target—already have an active reservation request issued to this target or to one of the target's members (if the target is a group of agents/places). Since Interaction Routing Designer does not yet recognize this statistic, you must manually enter its name in threshold expressions. (ER# 237389168)

Corrections and Modifications

This release does not include any corrections or modifications.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:

If URS receives an event about agent renaming after receiving a Stat Server event about the content of the agent group (as a result of this renaming), URS no longer excludes the renamed agent from the agent group. (ER# 240254785)

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Supported Operating Systems

New in This Release

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

Starting with this release, Genesys will support Universal Routing Server on the Microsoft Windows 2008 operating system. Due to improvement of security on Windows 2008, network administrators should grant appropriate permissions to users who install, run, and maintain Genesys components on this operating system.

Corrections and Modifications

This release also includes the following corrections and modifications:

Universal Routing Server installation script has been modified to allow installing Universal Routing Server on the Microsoft Windows 2008 operating system.

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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 7.6 release of Universal Routing Server.

• The algorithm for selecting the T-Server to which to send agent reservation requests has been modified. When the target for a Tenant - Agent, Place, DN, Switch (DN and Switch are optional) is a candidate routing target, and Universal Routing Server (URS) is going to reserve it, URS scans through all T-Servers to which it connects, and for each one of them:
  1. If the T-Server has a value of false for the agent_reservation option, this T-Server is bypassed.
  2. URS gets the switch associated with this T-Server. If the switch is not found, the T-Server is bypassed.
  3. If the switch that was found does not belong to Tenant and does not belong to the tenant Environment, this T-Server is bypassed.
  4. At this point, URS will record a score for each T-Server:
  • The starting score for each T-Server is 0.
  • If a T-Server has a value of true for the agent_reservation option, the score is incremented by 4.
  • If the T-Server’s switch is the same as Switch, the score is incremented by 3. (Note that for a multimedia target, Switch is empty, so this step does not apply, although the next step may apply.)
  • Otherwise, (if the above step did not apply), if Place as configured in Configuration Manager has at least one DN belonging to this T-Server’s switch, the score is incremented by 1.
  5. The T-Server used for reservation is the one having the highest score. If no T-Server was selected, or if the selected T-Server has a score of 0, then no agent reservation is used.
  6. If the selected target has DN information available, and the selected T-Server controls this target’s DN, then the reserving request will contain triplet Agent, Place, DN. Otherwise, only duplet Agent, Place applies.

  Following is a use case example. Consider that these conditions apply:

  • An agent is able to accept both e-mails and voice interactions.
  • URS is connected to both Interaction Server and the T-Server that monitors the agent's voice DN.
  • The only location where the agent_reservation option is set to true is the URS location.

  URS will make reservations when routing both voice calls and e-mails, and the voice T-Server will be used for all such reservations.

  (FR# 220491723, ER# 221272167)

• This release of Universal Routing Server introduces a new target type called Interaction Queue. Its abbreviation in routing strategies is PQ. The corresponding names of Script Configuration Server objects are used for Interaction Queue names, as in the example [SomeQueueName]@Statserver.PQ. Targets of such types are allowed for use in the SData function. Previously, Interaction Queue statistics could not be used in routing strategies. (ER# 218185501)

• This release of Universal Routing Server introduces a new function, IncrementPriorityEx(increment, interval, initial_interval). Compared to the existing IncrementPriority function, IncrementPriorityEx provides the capability to increment priority starting after a specified time interval. Users can instruct URS to begin to increment priority in N seconds after this function is called, and thereafter increment the priority by x number every y seconds. For example: "in one hour, begin to increment priority by 10 every minute." This corresponds to the following specific function: IncrementPriorityEx(10, 60, 3600). (FR# 219538087, ER# 226581531)

• This release of Universal Routing Server introduces the PriorityLimits(minPriority, maxPriority) function, which enables users to define the upper and lower limits of a priority value. The priority of interactions with this function applied cannot, under any circumstances, exceed the value of maxPriority or be lower than the value of minPriority. Previously, priority limits for any call were hard-coded and ranged from -1000000000 to 1000000000, which remains the default range for this function unless minPriority and maxPriority are specified. (FR# 219538087, ER# 226581531)

• To improve statistic-based target selection when thresholds are used, the Router Pulse procedure used to route waiting calls within a target block has been updated. Unlike the previous procedure, where the waiting calls used to be routed to any available agents once the pulse procedure runs, the updated logic reconsiders statistics to route waiting calls, thereby optimizing routing based on statistics. During the Pulse phase:

1. URS tries to select a call for some target. Previously, if found, the call would always be routed to the target. In the new double target selection scenario, this first search will just signal that the call can be routed (the target call that was found is ignored). The second phase defines exactly where the call will be routed.

2. If the call to be routed is found (it is known that at least one ready target exists to which the call can be routed), then a search is performed through all targets for which the call is waiting. A successful search routes the call to such a target.

This makes calls processed through the Router Pulse procedure routed by statistics. During the single Pulse, calls will not be distributed to all ready targets, but only to 50% or more. The double search is performed only for calls/pairs that are associated with targets through some threshold. For pairs of call/targets with no thresholds, the Router Pulse procedure is not changed.

(FR# 218672938, ER# 223522391)

• This version of Universal Routing Server supports 32-bit Linux 5. (ER# 228097291)

Corrections and Modifications

This release also includes the following corrections and modifications:

Universal Routing Server no longer disconnects from the backup Configuration Server after a Configuration Server switchover. Previously, after this disconnection, Universal Routing Server did not try to reconnect, resulting in incorrect operation until a restart was issued. (ER# 215874159)

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Supported Operating Systems

New in This Release

Corrections and Modifications

This release includes the following corrections or modifications.

URS now recognizes cases where TransferConnID coincides with FirstTransferConnID or LastTransferConnID in EventRouteRequest messages. Previously, if an EventPartyChanged message contained a ConnID attribute equal to the First/LastTransferConnID attribute from the EventRouteRequest message for a consult call, URS could fail to recognize when the call transfer was completed. (ER# 221130789)

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Supported Operating Systems

New in This Release

• URS adds the Windows operating system to the list of supported operating systems previously listed for the new features and corrections in Release 7.6.100.08.

Corrections and Modifications

This release does not include any corrections or modifications.

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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 functionality:

• URS implements a new function:

  CallUUID
  Parameters: None
  Return value type: STRING
  

  Use CallUUID to access T-Library attribute CallUUID.

  Note: Because this function is not yet available for selection in IRD's Function properties dialog box, you must manually enter CallUUID[] in the Expression pane of the dialog box on the right side of the equal sign. This workaround is only available starting from IRD version 7.6.100.07 or later. (ER# 220210631).

Corrections and Modifications

This release includes the following corrections and/or modifications:

URS now reacts to virtual queue events distributed by other URSs only if both routers are in a primary/backup relationship. Previously, when the same URSs monitored the same set of routing points, virtual queue events distributed by different URSs could sometimes result in incorrect messaging about these virtual queues. (ER# 211281640)

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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 functionality:

• When executing the SuspendForEvent function, URS now intercepts EventReleased resulting from the action of objects external to URS, such as IVRs and agents. (ER# 200766191)

Corrections and Modifications

This release includes the following corrections and/or modifications:

URS no longer shuts down unexpectedly if function Alarm is used with a very long alarm message (15,000 characters for example). On all platforms except Tru64 UNIX, URS now checks the length of the alarm message and truncates the message if it exceeds 10,000 characters. (ER# 211911391)

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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 functionality:

• New functions ThisTrunk and OtherTrunk are introduced to allow URS to access trunk information for routing purposes. Neither function has input parameters. ThisTrunk returns an integer value taken from AttributeThisTrunk in the call information attributes that came with the event that started the strategy. OtherTrunk returns an integer value taken from AttributeOtherTrunk in the call information attributes that came with the event that started the strategy. Both functions are available in IRD starting from version 7.6.100.08. (ER# 211686723)

Corrections and Modifications

This release includes the following corrections and/or modifications:

HTTP Bridge now allows the use of underscores in tag names. Note: The rule for tags is that they should start with a letter that is followed either by another letter, a digit, an  underscore or the ":" symbol to denote a namespace. (ER# 211513897)

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Supported Operating Systems

New in This Release

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

•  supports a Genesys Instant Messaging solution as described in the Genesys 7.6 Instant Messaging Solution Guide. If an agent can receive both voice and IM interactions based on agent capacity rules, Universal Routing supports the following capabilities:
  • Routing voice call to agents behind a traditional PBX.
  • Routing voice calls to agents with SIP voice-only phones.
  • Routing voice calls to agents with SIP endpoints supporting both the voice and the instant message channels at the same time.
  • A single agent simultaneously handling several instant message interactions based on agent capacity rules.

• A new function, FirstHomeLocation, returns the value of the FirstTransferHomeLocation field in the T-Server event that started the strategy. Another new function, SetHomeLocation, enables you to specify the home location for the current call in a strategy. You can use these functions to implement the new prioritization mechanism to select a T-Server for Virtual Queue events distribution as described in Release 7.6.001.08 below. For more information on these functions, see the Universal Routing 7.6 Reference Manual.

• The hide_private_data option is enhanced. When set to true, in addition to its existing functionality:
  • URS will not print parameters for Web Service requests in its log and also not print any result that a Web Service returns.
  • Http_bridge will not print parameters and results of Web Service requests in its log.
  • Http_bridge will not generate an xml-soap log.

• When executing a strategy that uses the CED (Caller-Entered Digits) function, URS improves the way it updates the collected digits value in the call information structure. For more information, see the description in Release 7.6.001.09 below.

• URS enhances the prioritization mechanism used to select T-Servers for distributing virtual queue events. For more information, see the description in Release 7.6.001.08 below.

Corrections and Modifications

This release includes the following corrections or modifications.

When URS executes the DeleteAttachedData function, it now deletes all attached data when the key parameter value is an asterisk (*). (ER# 173688048)

The way that URS distributes calls to IVR ports of the Routing Point and/or ACDQueue type is updated to tolerate high call volumes. URS no longer fails to apply IVR treatments in such cases. (ER# 197851307)

URS no longer fails to distribute virtual queue events for a consult call if the switch default-routed the call to another Routing Point and the route_consult_calls option specifies a timeout value greater than zero. (ER# 196792051)

When an agent's DN changes state, but the agent him- or herself does not change it, URS no longer considers the agent as not routable for less than the configured time that is specified in the value of the verification_time option. (ER# 177154029)

When a Web Service returns a very long error message, this no longer occasionally results in URS failing to correctly count the number of Web Service requests submitted. (ER# 175435236)

URS no longer shuts down unexpectedly in the following scenario: URS sends a call to an IVR and the IVR moves the call to some Routing Point loaded with a strategy that does not exist. (ER# 175152365)

URS no longer freezes after calling the StrReplace function call if the input has non-printable characters. (ER# 174888171)

If the 64-bit version of URS/HTTP Bridge is used in an HP-UX operating system environment, HTTP Bridge no longer terminates unexpectedly when processing a Web Service request submitted from a strategy. (ER# 174291781)

When a Routing Point is configured with a primary DN as well as number of supplementary DNs linked to the primary DN on the switch, URS now takes into account the existence of the supplementary DNs when processing EventPartyChanged events.  (ER# 161880533)

When URS receives an EventPartyChanged message after EventRouteUsed , this scenario no longer sometimes delays cleanup of the call from URS memory. (ER# 159513852)

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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 functionality:

• When executing a strategy that uses the CED (Caller-Entered Digits) function, URS improves the way it updates the collected digits value in the call information structure. In addition to EventDigitsCollected and EventTreatmentEnd, URS now also updates the collected digits value for a call upon receiving any event from the following list: EventQueued, EventRouteRequest, EventRinging, EventEstablished, and EventPartyChanged. An update happens only if AttributeCollectedDigits is not empty for those additional events. (ER# 177154073)

Corrections and Modifications

This release does not include any corrections or modifications.

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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 functionality:

URS enhances the prioritization mechanism used to select T-Servers for distributing virtual queue events. URS now takes into account the very first T-Server that the call was transferred from (if any). To preserve backward compatibility, when selecting T-Servers for distributing the next virtual queue event, the current order that URS uses is as follows:

Corrections and Modifications

This release includes the following corrections and/or modifications.

If the name of one T-Server is the exact subset of the name of another T-Server (example: TServer and TServer_b), URS no longer selects the wrong T-Server for virtual queue event distribution (step 3 in above Feature Request).

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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 7.6 release of Universal Routing Server.

• When load balancing calls across multiple sites, you can now more accurately account for the number of calls at each site by including calls that in are transition from the network to targets at the contact center site (ACD Queue, Agent Group, Agents) from all resources, which have not yet arrived at the target destination. To implement this, you can use the following load balancing statistics, which are available in the properties dialog box of the Routing Selection object and are fully described in the Universal Routing 7.6 Deployment Guide:
  • RStatCallsInQueue. This enhanced statistic calculates the number of calls in queue. URS counts the number of calls in transition for this statistic by tracking every sent call. If Router Self-Awareness (described below) is activated, then calls in transition will include calls sent by all URSs participating in the same Self-Awareness group.

  • RStatLoadBalance. This enhanced statistic calculates a load balancing metric, which can be used for load balancing distribution based either on expected waiting time (if it is positive) or occupancy. URS counts the number of calls in transition for this statistic by tracking every sent call. If Router Self-Awareness is activated, then calls in transition will include calls sent by all URSs participating in the same Self-Awareness group.

  • RStatExpectedLoadBalance. Just like the previous statistic, this new statistic calculates a load balancing metric, which can be used for load balancing distribution based on either expected waiting time (if it is positive) or occupancy. In this case, URS does not itself count the number of calls in transition for this statistic. Instead, it uses Stat Server to get the expected number of such calls.

  • RStatLBEWTLAA. This new statistic calculates another load balancing metric based on either expected waiting time (if it is positive) or time in ready state for the longest available agent among all agents behind the queue. URS counts the number of calls in transition for this statistic by tracking every sent call. If Router Self-Awareness is activated, then calls in transition will include calls sent by all URSs participating in the same Self-Awareness group.

  • RStatExpectedLBEWTLAA. Just like the previous statistic, this new statistic calculates the same load balancing metric based on either expected waiting time (if it is positive) or time in ready state for the longest available agent among all agents behind the queue. In this case, URS does not itself count the number of calls in transition for this statistic. Instead, it uses Stat Server to get the expected number of such calls.

• URS provides another new statistic, RStatCallsInTransition, which works for “queue-like” targets. You can use it in a strategy to adjust other statistics received from Stat Server. It returns the number of calls that URS believes are on the way to corresponding targets, but which have not yet arrived. This statistic includes calls distributed by all participating URSs when Router Self-Awareness is activated. URS uses this statistic internally; for example, to calculate RStatCallsInQueue, RStatLoadBalance, and RStatLBEWTLAA.

• Router Self-Awareness mode enables URSs deployed in a load-sharing mode to communicate with each other regarding selected targets and target statistics. This mode also addresses certain race (timing) conditions that can occur in agent-based routing.

• To support inter-router communications and load balancing, URS uses two new options (set in Message Server):
  • The using option specifies that URS will use this Message Server exclusively for inter-router communications.

  • The lds option indicates the specific type of communication to be handled.

• To support reporting on load balancing, and to allow for both real-time and historical reporting of calls in transition, you can set an option that instructs URS to attach additional reporting data to calls. If option report_statistics is set to true, URS extends the reporting data with load balancing statistical information.

• URS supports IVR Server load balancing deployed in In-Front mode (as described in the IVR Interface Option 7.5 IVR Server System Administrator's Guide). A new chapter on load balancing in the Universal Routing 7.6 Deployment Guide describes this feature.

• New functions/subroutines are introduced:
  • StrTargets facilitates the creation of a comma-separated list of targets for use as input parameters for the Genesys-provided utility subroutines described below. When you use StrTargets in a strategy, for every function parameter, IRD provides a TARGET dialog box. After selecting a target type, you can simply select the target instead of manually entering the name and then repeat this process for each target. You can use this function and the utility subroutines for customized load balancing.

  • The Universal Routing 7.6 installation package contains six utility subroutines. Each subroutine accepts a comma-separated list of targets (which can come from StrTargets), a corresponding “selecting” procedure, and then returns the optimal target.

  • ExtrouterError changes the default URS reaction upon failure to get a remote access number.

• The following functions are enhanced:
  • When executing the ExcludeAgents function, URS now cancels any agent reservation for the call if the reservation happens to be in progress.

  • CountSkillInGroup now uses the default Stat Server if the Stat Server parameter is missing in the function specification.

  • The StatExpectedWaitingTime statistic in formula for InVQWaitTime function is replaced with min(max(StatLoadBalance,0),10000), which more accurately counts the time to wait.

• In addition to the report_statistics option described above, reporting on routing is enhanced as follows:
  • A new report_reasons option enables you to add information (database identifier for a Reason code) to interactions regarding the reason for routing. The primary intent is for reporting purposes, to distinguish a URS routing attempt from default routing performed by the switch, such as during cost-based routing. This Reason information can also be used to monitor URS loads, such as load balancing across several URS nodes.

  • Every time an event is distributed related to a call clearing a virtual queue (caused by URS receiving EventRouteUsed, EventReleased, or EventAbandoned), URS copies the content of the Reason attribute provided by Interaction Server (ReasonSystemName/reason_description key-value pair). URS then attaches the appropriate reason (Reason/ reason_code key-value pair) to AttributeExtensions, which can be used for the purpose of reporting on the reason why the call left the virtual queue. For more information, see the chapter on reporting in the Universal Routing 7.6 Reference Manual. For an example message that contains the new Reason key, see the ClearTargets function in that manual.

• As described in the Genesys 7.6 Security Deployment Guide, routing security is enhanced:
  • Communications between Universal Routing components and other Genesys components is more secure as a result of using the Transport Layer Security (TLS) protocol, which is based on the Secure Sockets Layer (SSL) 3.0 protocol.

  • URS and Custom Server now provide the flexibility and security of defining the client-side port of the client/server connection. This enables secure communication with other servers through firewalls.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:

An extra busy treatment no longer plays when the following race condition occurs: When URS selects a target, sends the call back to the routing point to route from there, clears the selected target information at the moment the call arrives at the routing point, then tries to reselect the target. (ER# 143770687)

URS no longer shuts down unexpectedly upon receiving EventRetrieved with data and without a reference identifier received from Database Server. (ER# 132538121)

Starting from 7.6, if URS detects a consult call, but cannot route it (for example, if the route_consult_call option is false), URS correctly updates the current location of the call (thisDN) in order to route the call when (if) the time comes to do so. (ER #143770776)

Disabling of a Tenant object no longer results in URS unexpectedly shutting down. (ER# 143148376)

URS's call monitoring functionality no longer counts debug calls. (ER# 134318813)

When executing function InVQWaitTime in a strategy (which requires opening the StatExpectedWaitingTime statistic) and storing the returned value in a variable, URS no longer stores the value in the wrong format. Previously, this could result in an incorrect value and sometimes default routing of a call. (ER# 162834403)

URS no longer fails to properly handle a Web Service response that contains one or more elements of type string set to null. (ER# 167483279)

In an AIX operating system environment, HTTP Bridge no longer unexpectedly terminates when processing a Web Service request submitted from a strategy. (ER# 169270979)

When URS executes the SelectDN function and a routing target has no assigned Cost Contract, the Contract part of the data returned no longer contains meaningless values. (ER# 166590457)

If URS gets a message that a call is on hold, the on-hold status can be cancelled either by explicitly retrieving the call or if an arriving event is received for this call. From release 7.6, the list of these particular events is extended to include EventPartyChanged for the call (URS will consider the call on hold as retrieved upon receiving EventPartyChanged). (ER# 134319772)

When it has to wait not only for targets, but also for IVRs, URS no longer applies custom agent states to IVR targets. (ER# 165115864)

When an error occurs in response to a routing request, before starting a busy treatment, URS now always checks target availability first. Previously, you needed to use option treatment_delay_time to get the same effect. (ER# 77018788)

If URS receives more than one Abandoned Event message for the same call, this no longer results in URS failing to execute the OnCallAbandoned procedure. (ER# 135559166)

The following scenario no longer occasionally results in an extra transfer request from URS: URS monitors a DN where a call originate and it needs to transfer the call back to a routing point that is in process of routing and this transfer involves events on ACD Queues. (ER# 122832838)

When renaming an agent, URS no longer fails to correctly update the content of the Agent Group associated with this agent under the following race condition: If the update message that goes from Configuration Server to Stat Server to URS reaches URS in a 1 to 20-millisecond time interval before the update message that goes directly from Configuration Server to URS. (ER# 150643153)

Assigning float values to string variables no longer results in URS unexpectedly terminating if the absolute float value is more than 10^60. (ER# 125524351)

When using the SelectTargets function, the length of its output can now be greater than the length of the TargetsList parameter. In previous versions, if the TargetsList parameter contained targets in a short format (for example, with no Stat Server explicitly specified), the output of SelectTargets could be truncated.(ER #37219811)

URS considers EventRouteRequest messages as incoming requests. As a result, URS considers ThisDNRole in EventRouteRequest as the destination and OtherDnRole as the origination. At times, this assumption can be invalid. Example: An outbound call is made and then transferred to a routing point. In the case where a strategy uses a virtual queue, the OtherDNRole for the external party is incorrectly reported as the originator in the events for the virtual queue.  This problem is fixed in current version of URS. (ER# 32958507)

When executing the function ClearTargets in a strategy, URS now checks whether the call was abandoned and distributes the correct corresponding event. Previously, URS always distributed EventDiverted. This sometimes caused a problem when URS continued executing the strategy after an error, or when an error happened while the call was being processed by a routing rule.(ER# 136159831)

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Known Issues and Recommendations

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

On page 253 of the Universal Routing 7.6 Deployment Guide, a value of cig for the lds option is shown. This is incorrect. The valid value should be ciq. This will be corrected in a later release of the Universal Routing Deployment Guide. (ER# 241953618)

HTTP Bridge does not create a log if the file path contains a space. (ER# 200062456)

If you plan on using Message Server-related URS features in a 6.x configuration environment, URS 7.6 requires Message Server 7.0 or higher. (ER# 175421613)

When installing URS in a UNIX operating system environment, the message provided by the installation in the case of a failure to contact Configuration Server (preventing installation completion) is generic and does not provide the exact reason for the failure. (ER# 165285025)

If a routing target in the Routing Selection strategy object is a Campaign Group, then URS does not consider any existing Cost Contracts assigned to Agents Groups associated with this Campaign Group. (ER# 171221501)

When URS connects to T-Servers through Load Distribution Server, it is not possible for URS to detect the termination of a call on a non-monitored DN. As a result, URS controls the duration of calls on non-monitored DNs exclusively through the parameters of the NMTExtractTargets function (default = 600 seconds). (ER# 162964100)

When multiple URSs are running through Load Distribution Server, every URS registered with a routing point gets a complete list of calls currently located on that routing point. Setting option pickup_calls on the routing point to true can sometimes result in all URSs attempting to route the same set of calls. (ER# 148563326)

When URS monitors routing points through Load Distribution Server, the RStatCallsInQueue statistic does not include the calls located on a routing point at the moment that URS registers with it. (ER# 148563261)

When running in a Windows 2003 environment, URS can fail to close HTTP Bridge if HTTP Bridge is killed in the run window by clicking the close button (x in upper right corner of window). (ER# 146033193)

If the 64-bit version of URS/HTTP Bridge is used in an HP-UX operating system environment, HTTP Bridge terminates unexpectedly when processing a Web Service request submitted from a strategy. The recommended workaround is to use the 32-bit version of URS/HTTP Bridge on HP-UX, even when 64-bit applications are supported by this operating system. (ER# 174291781)

In any interval between sending a request to T-Server and not receiving an answer, there cannot be more than 32,000 other requests to T-Server. The result of re-using RefID can cause URS to ignore a treatment end indication.  (ER# 204416057)

When URS calculates actual volume during cost-based routing, the actual volume used in a Day Contract may be incorrect after switching over from a primary to a backup URS. (ER# 107880008)

For purposes of cost-based routing, the Average Handling Time statistic, used to calculate hourly-based cost counts for inbound and/or outbound interactions for specific Interaction Types, is not applicable to internal or consult calls. (ER# 89430777)

In order for URS to correctly interpret Statistical Days or Day Contracts of type Specific Date, both URS and GUI client creating the Statistical Day must be located in the same time zone. (ER# 109000163)

Functions GetSkillInGroup and CountSkillInGroup do not remove duplicates (if any) from the returned list of Agents/Places. For example, if you use the same Agent Group twice in the Agent Group parameter, the returned list of Agents contains a double set of Agents from this Group. (ER# 75577001)

If you use the Update or Attach function and specify multiple key-value pairs, URS removes all commas, spaces, and new line characters that you place at the end of the values you enter. As a result, any value consisting entirely of these characters is reduced to an empty string. (ER# 38917142)

In certain circumstances, URS might freeze briefly (for about 2 seconds) when it receives a notification from Configuration Server about a new Data Access Point. During the period when URS is frozen, interactions are default routed. (ER# 15075211)

Two EventDiverted messages can be sent for one EventQueued during switchover from a primary to a backup URS. (ER# 60717)

The Unicode to Multibyte conversion function does not work correctly when running the Solaris operating system. (ER# 132227406)

URS does not support Routing objects in strategies that use routing rules with targets of type QueueGroup. (ER# 22271741)

On Windows operating systems, the URS console window does not react to Ctrl + C. Use Ctrl + Break instead. (ER# 24200891)

For function NMTExtractTarget, valid values for parameter Record size are integers from 1 through 4. IRD verifies only the type of entered value (must be integer), but not boundaries. (ER# 20498819)

When executing a strategy where force (TRoute function) or default routing is applied to an interaction, URS removes the call from all virtual queues and only then executes the force or default routing. (ER# 44013090)

URS can occasionally fail to execute a Web Service request if the direct IP address is used instead of the host name.  (ER# 175304840)

The Unicode to Multibyte conversion function does not work correctly when running the Solaris operating system. (ER# 132227406)

The SuspendForEvent function in some cases cannot correctly wait for EventReleased. (ER# 200766191)

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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.

• The Red Hat Enterprise Linux (RHEL) v5 operating system is no longer supported.

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Internationalization

Information in this section is included for international customers.

There are no known issues for internationalization.

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Additional Information

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

• Interaction Routing Designer 7.6 Help, which describes how to use IRD to create routing strategies and how to use the Interaction Design window to create business processes.

• The Universal Routing 7.6 Deployment Guide. Part One provides a high-level overview of Universal Routing features and functions, including product architecture, system availability, redundancy information and deployment-planning. Part Two provides instructions for deploying Universal Routing components, and describes how to start and stop these components once you have configured and installed them.

• The Universal Routing 7.6 Reference Manual, which describes and defines available routing objects, functions, options, and statistics.

• The Universal Routing 7.6 Business Process User's Guide, which describes how to create business processes that direct incoming interactions through various processing objects with the goal of generating the appropriate response for the customer.

• The Universal Routing 7.6 Strategy Samples, which supplies examples of routing strategies that can be used as general guides for strategy designers.

• The Universal Routing 7.6 Routing Application Configuration Guide (previously Universal Routing 7.6 Routing Solutions Guide), which describes various types of routing solutions. In brief, you will find information about the following: skills-based routing, business priority routing, cost-based routing, share agent by service level agreement routing, proactive routing, and support for a Genesys Instant Messaging Solution.

• Universal Routing 7.6 Cost-Based Routing Configuration Guide, which documents a solution where Universal Routing Server considers the cost of routing to a target as addition selection criteria when choosing the right target.

• Genesys 7.6 Proactive Routing Solution Guide, which documents a solution that enables you to proactively route outbound_preview interactions to Genesys Agent Desktop, as well as to completely process Calling List and Do Not Call List records solely from the logic of a routing strategy without agent intervention.

Universal Routing 7.6 supports Genesys Outbound Contact and agents participating in multiple outbound campaigns. When using the IRD Outbound strategy-building objects, you may wish to consult the following:

• The Outbound Contact 7.6 Deployment Guide, which provides instructions for installing and configuring Outbound Contact 7.6 components using the Configuration Wizards and Configuration Manager.

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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