Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.0 releases of Universal Routing Server.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Manual.
• 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 specific information on any third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

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

• Genesys Universal Routing Server (URS) 8.0.1 supports Genesys Orchestration Server (ORS) 8.0.1. This combination of URS and ORS is known as Orchestration Platform.
  
  
• URS optionally allows routing inbound calls to agents who have been assigned to outbound activity. This maximizes Agent utility in a blended environment.
  
  
• URS now allows nested parameters for Web Service requests through the Web Service object, and also facilitates WSDL file import with such a parameter construct.
  
  
• URS now provides message rendering capabilities through Genesys Universal Contact Server (UCS).
  
  
• URS now provides capabilities for Intelligent Workload Distribution (iWD) to set priorities for interactions handled by iWD in a configurable fashion. Users can set a minimum threshold or programmatically cancel periodic priority checking of such interactions by URS.
  
  
• URS now provides a timestamp for each Virtual Queue message that it distributes. In previous releases, the timestamp for Virtual Queue events was provided by T-Server. (ER# 273202054)
  
  

Corrections and Modifications

This release also includes the following corrections and modifications:

In this release of URS, the Unicode-to-Multibyte conversion function now works correctly when running the Solaris operating system, provided that the correct locale is installed on the host on which URS is running. (ER# 132227406)

In this release, URS recalculates threshold conditions after every routed call during the pulse procedure. Previously, threshold conditions were calculated only one time at the beginning of the pulse procedure. (ER# 215072172)

This release of URS resolves an issue in which distribution of EventDiverted on virtual queues during complex multisite transfers was delayed. (ER# 228687965)

URS has been updated to consider a failure to release calls as a routing failure (when call release is required to perform call routing). As a result, in such cases URS will behave according to the value of the option on_route_error. (ER# 230701229)

URS has been updated to ignore DNs of type Access Resource when deciding to which tenant an incoming call belongs. (ER# 234406406)

In this release of URS, printing of values for variables of type FLOAT in the URS log has been adjusted to reduce rounding effects of the C/C++ runtime libraries. (ER# 236121462)

The Statistics definition dialog box in Interaction Routing Designer (IRD) has been enhanced to include the possibility of not specifying a time range. Refer to the Time Range description and Statistics dialog box described in Chapter 7 of the Genesys Universal Routing 8.0 Reference Manual. (ER# 236311566)

IRD has been extended with the ability to generate strategy bytecode in UTF8 format. This functionality is useful if hosts running IRD (Windows) and URS (any platform) use the same national language (for example Russian), but different encodings. If encoding is the same on these hosts, then using UTF8 format provides no benefit. (ER# 241815426)

In this release of URS, the GetLastErrorInfo function has been updated to extend the error code to four digits by adding one or more zeros (0) at the beginning if needed. If the error code has more than four digits, the entire error code is provided and no truncation to four digits is performed. (ER# 245620220)

In this release of URS, the CountSkillInGroup and GetSkillInGroup functions have been updated to check types of passed targets for a valid range of values. (ER# 248215990)

This release of URS removes the limitation on the size of input parameters for the Web Service object. (ER# 252034644)

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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 correction and modification:

Universal Routing Server (URS) now provides limited support of DNs of type AccessResource for numbers translation. Previously, URS failed to translate the destination number if AccessResources was used for external routing.

Note: Configurations where the Access Resource number coinsides with another DN on the same switch are not supported.

(ER# 270649581)

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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 check_call_legs with valid values true, false, and default (which is the default value for this option). This option controls synchronization of URS with the T-Server when EventPrimaryChanged is received. Location in the Configuration Layer by precedence is: routing point, T-Server, URS. Changes to option values for check_call_legs take effect immediately.

  • A value of true indicates that URS will perform synchronization (check if calls are still present on the routing point) upon receiving EventPrimaryChanged.
  • A value of false indicates that URS will not perform synchronization upon receiving EventPrimaryChanged.
  • A value of default indicates that URS will perform synchronization upon receiving EventPrimaryChanged, but only for calls not having AttributeUserEvent in the EventRouteRequest event.

  (ER# 256056649)

Corrections and Modifications

This release does not include any corrections or modifications.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Universal Routing Server now stores list data correctly when editing List object content during runtime. Previously in this scenario, the function ListGetDataCfg could fail to find the required data, or Universal Routing Server could terminate unexpectedly. (ER# 252714721)

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Supported Operating Systems

New in This Release

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

• Universal Routing now provides, built in as part of the IP, a new HTTP interface in addition to HTTP bridge service. The new interface facilitates SOAP and HTTP(s) calls into Universal Routing Server (URS).
  
  
• The HTTP interface supports the following methods through HTTP or SOAP calls:
  
  
• RunStrategy � Runs an existing IRL strategy with this request, resulting in independently running a strategy.
  
  
• GetTarget � Provides information on an available target based on statistics, priority, and media type.
  
  
• GetStatistics � Enables you to request statistics from URS based on a list of targets such as agents, queues, and so on. Note that the statistics retrieved are specific to URS.
  
  
• URS provides functional modules catering to Orchestration Server requests based on SCXML applications. For more information on this functionality, see the Universal Routing 8.0 Deployment Guide.
  
  
• All connections originating from URS can now be secured through firewalls with client-side port definition. You can define these ports when connecting other Genesys applications to URS.
  
  
• URS now enhances UUI data readability by providing functions to convert it into different data types.
  
  
• URS now provides Transport Layer Security (TLS). For more information on this feature, see the Universal Routing 8.0 Reference Manual.
  
  
• URS has new options to mask ring-back on transferred calls. You can now continue call treatment on the transfer leg. This functionality applies to all T-Servers.
  
  
• URS now provides a new function, StrNextTokInd, to help the StrAsciiTok function manage the indexing sequence when using two or more variables.
  
  
• URS now provides alarms and log messages when it discovers issues that occur during external routing of interactions. This alarm message is propagated to Message Server once across many calls.
  
  
• Genesys Universal Routing 8.0 is now supported on Linux 5, VMWare, and IBM LPAR.
  
  
• Genesys Universal Routing 8.0 now supports SQL Server 2008 and 2005 clustered DB; it also supports Oracle 11g, Windows 32/64 bit 2008, and IBM AIX 32/64 bit version 6.1.
  
  
• Starting with 8.0, if the ListGetDataCfg function is used to get all the properties of the List element in the format: key1:value1|key2:value2| and so on , the key value �*� must be used.
  The previous method (available in 7.x) to get the list of all properties by using an empty key is deprecated.

Corrections and Modifications

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

Upon an OutOfService event, this release of URS will keep (and continue processing) an interaction so that it can be sucessfully processed even if the interval between the OutOfService event and the DNBackInService event event is short. Previously, an interruption of service could occur in this scenario. (ER# 96341957)

Support of CallType call attribute is enhanced in this release of URS. If the CallType is unknown, URS tries to update its value each time upon receiving the following T-Server events for the current call: EventQueued, EventRouteRequest, EventRinging or EventEstablished. (ER# 166886902)

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

In cases where the ADDP feature is active, URS no longer terminates operation if, after disconnecting from some server, URS does not dispatch CPU time from the operating system for approximately five seconds. (ER# 182850612)

The interval of usable reference IDs for T-Server requests has been extended from 32000 to approximately 2,000,000,000. (ER# 204416057)

The URS expression parser is extended to understand names of objects that start with digits. (ER# 206482220)

HTTP bridge in this release of URS now has just one log (combining the three logs used in previous releases). Log settings are applied to this log. (ER# 208279741, 218524139, 240052295, 238515651)

In cases where URS restarts a strategy from the beginning (use_ivr_info=true and the IVR itself move the call to another DN), URS ensures that keep-alive events on virtual queues continue to be distributed in the context of the new call. Previously in such a scenario, URS failed to maintain the chain of keep-alive events. (ER# 218139872)

If installed on any 64-bit platform, URS no longer terminates operation when renaming Force or other types of routing rules with the specified default destination. (ER# 244572884)

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Known Issues and Recommendations

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

When running a URS-ORS environment, it is possible that some currently running sessions will not be delivered to ready targets if URS terminates. (ER# 257259801)

Editing List object content during runtime can sometimes result in Universal Routing Server failing to store this list data correctly. As a result, the function ListGetDataCfg can fail to find the required data, or Universal Routing Server may terminate unexpectedly.

To avoid loss of data, the following workaround is recommended:

1. Make the desired changes to the List object.
2. Create a copy of the List object with a new name.
3. Delete the original List object.
4. Rename the created copy to the original List object name.

(ER# 252714721)

Changing the value of the option call_kpl_time during run-time can result in Stat Server cleaning up calls currently located in the virtual queue. (ER# 227150421)

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

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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 in this 8.0 release of Universal Routing Server.

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Additional Information

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

• Universal Routing 8.0 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.

• Interaction Routing Designer 8.0 Help, which describes how to use Interaction Routing Designer (IRD) to create routing strategies, and how to use the Interaction Design window to create business processes.

• Universal Routing 8.0 Reference Manual, which describes and defines available routing objects, functions, options, and statistics.

• Universal Routing 8.0 Routing Application Configuration 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 8.0 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.

• Universal Routing 8.0 Strategy Samples, which supplies examples of routing strategies that can be used as general guides for strategy designers.

• 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 additional 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.

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

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