Release Note

Workforce Management Data Aggregator

8.1.x

Genesys Telecommunications Laboratories, Inc. 2011–2016

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.300.12 [07/04/14] Hot Fix
 
 
 
 
 
X
8.1.300.08 [04/04/14] General
 
 
 
 
 
X
8.1.200.17 [12/17/14] Hot Fix
 
 
 
 
 
X
8.1.200.11 [01/22/14] Hot Fix
 
 
 
 
 
X
8.1.200.09 [10/09/13] General
 
 
 
 
 
X
8.1.200.08 [08/29/13] Hot Fix
 
 
 
 
 
X
8.1.200.05 [03/22/13] General
 
 
 
 
 
X
8.1.100.29 [01/06/16] Hot Fix
 
 
 
 
 
X
8.1.100.28 [07/24/15] Hot Fix
 
 
 
 
 
X
8.1.100.27 [02/12/15] Hot Fix
 
 
 
 
 
X
8.1.100.26 [09/17/13] Hot Fix
 
 
 
 
 
X
8.1.100.25 [08/29/13] Hot Fix
 
 
 
 
 
X
8.1.100.21 [12/05/12] Hot Fix
 
 
 
 
 
X
8.1.100.19 [11/09/12] Hot Fix
 
 
 
 
 
X
8.1.100.16 [10/16/12] Hot Fix
 
 
 
 
 
X
8.1.100.15 [09/15/12] Hot Fix
 
 
 
 
 
X
8.1.100.12 [09/07/12] Hot Fix
 
 
 
 
 
X
8.1.100.09 [04/27/12] General
 
 
 
 
 
X
8.1.001.07 [10/10/12] Hot Fix
 
 
 
 
 
X
8.1.001.05 [03/13/12] Hot Fix
 
 
 
 
 
X
8.1.001.04 [02/10/12] General
 
 
 
 
 
X
8.1.001.03 [12/15/11] Hot Fix
 
 
 
 
 
X
8.1.001.02 [12/12/11] Hot Fix
 
 
 
 
 
X
8.1.000.21 [10/07/13] Hot Fix
 
 
 
 
 
X
8.1.000.19 [11/23/11] Hot Fix
 
 
 
 
 
X
8.1.000.16 [09/16/11] Hot Fix
 
 
 
 
 
X
8.1.000.15 [09/09/11] General
 
 
 
 
 
X
8.1.000.13 [07/12/11] General
 
 
 
 
 
X

Link to 8.0 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

This release note applies to all 8.1 releases of Workforce Management Data Aggregator.

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 about third-party software used in this product, see the Read Me Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.1.300.12 [07/04/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 or modification:


WFM Data Aggregator now uses the actual value for the CfgServerRequestTimeout configuration option. Previously, Data Aggregator ignored the actual option value and imposed a 1-second request timeout limit. (WFM-21871)


WFM Data Aggregator now receives reason codes from Stat Server when receiving agent states. Previously, due to a defect in the Stat Server library being used, Data Aggregator sometimes did not receive reason codes. (WFM-21856)


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Release Number 8.1.300.08 [04/04/14] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Data Aggregator.

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.200.17 [12/17/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.200.11 [01/22/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 or modification:


WFM Data Aggregator can now ignore any corrupted data that it receives from Stat Server. Previously, Data Aggregator would sometimes terminate unexpectedly after receiving and attempting to process corrupted data. (WFM-21323)


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Release Number 8.1.200.09 [10/09/13] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Data Aggregator.

Corrections and Modifications

This release includes the following correction or modification:


Data Aggregator now successfully reconnects to the backup Configuration Server if the primary Configuration Server is unavailable. Previously in this scenario, the connection would deadlock and reconnection was unsuccessful. (WFM-20692)


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Release Number 8.1.200.08 [08/29/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Data Aggregator now retains all agents during synchronization. For a complete description of the fix, see release 8.1.100.25. (WFM-20726)


WFM Data Aggregator now retains all skills during synchronization when reconnecting to Configuration Server. For a complete description of the fix, see release 8.1.100.25. (WFM-20725)


WFM Data Aggregator now performs a pre-request check during synchronization to ensure only the sites associated with a specific switch are synchronized (rather than all sites). Previously, when Data Aggregator did not do the pre-request check, it sent unnecessary requests to Configuration Server during the synchronization of agents. (WFM-20704)


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Release Number 8.1.200.05 [03/22/13] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Data Aggregator.

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.100.29 [01/06/16] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 or modification:


WFM Data Aggregator now treats Stat Server events that have empty Reason Code strings as events without reason codes. Previously, Data Aggregator treated these strings as regular events, preventing the mapping of empty Reason Codes in Schedule States Groups > Adherence Rules. (WFM-25212)


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Release Number 8.1.100.28 [07/24/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 or modification:


WFM Data Aggregator now receives statistics from Stat Server. Previously, in rare occurrences, Data Aggregator would deadlock after a network error, and stop receiving statistics from Stat Server. (WFM-23252)


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Release Number 8.1.100.27 [02/12/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 or modification:


WFM Data Aggregator now successfully receives agent state changes. Previously, Data Aggregator sometimes terminated, due to an internal error in the statistics thread when simultaneously receiving agent state changes from StatServer and through the API. (WFM-22512)


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Release Number 8.1.100.26 [09/17/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 or modification:


WFM Data Aggregator now accurately counts and reports all Actual Agent Headcount for Multi-Site Activities. Previously, Data Aggregator would sometimes fail to record actual agent headcount statistics if it was running continuously for more than 25 days in an environment with a high frequency of agent events. This issue occurred if Stat Server was installed on a separate host and the time difference between the Stat Server and Data Aggregator hosts changed, due to clock drift. (WFM-20799)


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Release Number 8.1.100.25 [08/29/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Data Aggregator now retains all agents during synchronization. Previously, if Data Aggregator was unexpectedly disconnected from Configuration Server during synchronization, it would incorrectly terminate some of the agents in the database. (WFM-20697)


WFM Data Aggregator (DA) now retains all skills during synchronization when reconnecting to Configuration Server. Previously, if Data Aggregator was unexpectedly disconnected from Configuration Server and was synchronizing objects while trying to connect to the backup Configuration Server, DA would incorrectly remove some skills from the database. (WFM-20656)


WFM Data Aggregator now performs a pre-request check during synchronization to ensure only the sites associated with a specific switch are synchronized (rather than all sites). For a complete description of the fix, see release 8.1.200.08. (WFM-20732)


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Release Number 8.1.100.21 [12/05/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Data Aggregator now saves the correct origination time for delayed statuses and provides the correct duration in Real-time Adherence (RTA). Previously, Data Aggregator would generate incorrect origination time for delayed statuses, which caused incorrect durations in RTA. (ER# 312890886)


WFM Data Aggregator now processes Stat Server events without delays if there are queued events waiting. (ER# 313096172)


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Release Number 8.1.100.19 [11/09/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Data Aggregator now successfully processes synchronization of Person updates. Previously on rare occasions, Data Aggregator received errors when Agent skills were updated, which terminated synchronization and in turn, terminated the Data Aggregator process. (ER# 304220005)


WFM Data Aggregator now correctly processes large numbers of statistics from Stat Server at the end of the timestep. Previously, if the number of statistics from Stat Server was large and processing of these statistics took more than 5 minutes, Data Aggregator initiated a cold restart of statistics collection. This issue affected WFM release 8.1.100.16 only. (ER# 311275742)


WFM Data Aggregator now writes Agent statuses that are sent from Stat Server in First-In-First-Out (FIFO) order. Previously when Agent statuses were sent from Stat Server frequently and there were multiple status updates for the same agent, the latest update was processed before any earlier updates, which incorrectly left the agent in an earlier status. This issue affected WFM release 8.1.100.16 only. (ER# 311855225)


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Release Number 8.1.100.16 [10/16/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


Data Aggregator is correctly restored after a cold restart occurs because of a time difference between itself and Stat Server. Previously in this scenario, Data Aggregator incorrectly terminated. (ER# 309211039)


Data Aggregator now reconnects to Stat Server after a client too slow error message is generated. Previously, Data Aggregator did not reconnect to Stat Server on rare occations when Data Aggregator locked its communication thread, causing Stat Server to disconnect from Data Aggregator and log a client too slow message. (ER# 310038122)


Data Aggregator's Real Time Adherence (RTA) now updates the Scheduled State Group (SSG) after the schedule state is changed in the Master Schedule. (ER# 310210968)

For a complete description of the fix, see release 8.1.001.07 (ER# 309999861).


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Release Number 8.1.100.15 [09/15/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


Data Aggregator now reconnects to Stat Server and can receive messages from Configuration Server after reconnection. Previously, in slow environments, when Data Aggregator lost the connection to Stat Server and Configuration Server simultaneously, it sometimes failed to reconnect to Stat Server and could not receive messages from Configuration Server. (ER# 308646577)


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Release Number 8.1.100.12 [09/07/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Data Aggregator now successfully reconnects to Stat Server when ADDP is enabled and the connection is lost. Previously in this scenario, attempts to reconnect to Stat Server failed. (ER# 306847510)


When Data Aggregator becomes disconnected from the Configuration and Stat Servers, Stat Server now waits until Configuration Server is successfully reconnected to Data Aggregator before initiating its reconnection process. Previously, when both Configuration Server and Stat Server attempted to reconnect at the same time, Data Aggregator unexpectedly terminated. (ER# 307097137)


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Release Number 8.1.100.09 [04/27/12] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Data Aggregator.

Corrections and Modifications

This release does not include corrections or modifications.

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Release Number 8.1.001.07 [10/10/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


The Real Time Adherence (RTA) now updates the Scheduled State Group (SSG) after the schedule state is changed in the Master Schedule, when WFM Data Aggregator (64-bit) is running on Windows 2008 Server x64 and connected to an Oracle database. Previously, when the Oracle Client (64-bit) interpreted the query parameter of type int64, it caused the Master Schedule updates to become unrecognizable in environments where 64-bit versions of Data Aggregator and Oracle DBMS were running. The queries were redesigned to resolve this issue. (ER# 309999861)


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Release Number 8.1.001.05 [03/13/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


When WFM Data Aggregator receives a custom event, it now logs the date and the time that the event contains. (ER# 296164946)


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Release Number 8.1.001.04 [02/10/12] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


Now, in the Adherence/Details view, WFM Data Aggregator does not sometimes display the current status of some agents as blank. (ER# 288915536)


WFM Data Aggregator no longer terminates with the error FATAL: Statistics thread terminated due to GPF exception when statistics arrive at the timestep's boundary. (ER# 289740187)


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Release Number 8.1.001.03 [12/15/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


Now, WFM Data Aggregator correctly registers the reason codes for real-time events when they are sent via API. (ER# 289214410)


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Release Number 8.1.001.02 [12/12/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 modification:


The following option has been added:

Options Tab: Data Aggregator
Section: Options
Option: AgentEventsFromInterface
Type: Optional
Default Value: false
Valid Value: true or false
Dependencies: None

Set to true to enable WFM Data Aggregator (DA) to start, and to function, without being connected to Stat Server. This allows DA to receive real-time events from an external source (an API) instead of StatServer. The API is the method WFMRTAService800:SetCurrentAgentState().

Set to false to specify that DA must be connected to StatServer and receive real-time events from Stat Server. (ER# 285335209)


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Release Number 8.1.000.21 [10/07/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Data Aggregator now retains all configuration objects during synchronization when reconnecting to Configuration Server. Previously, if Data Aggregator was unexpectedly disconnected from Configuration Server and was synchronizing objects while trying to connect to the backup Configuration Server, Data Aggregator would incorrectly remove some configuration objects from the database. (WFM-20845)


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Release Number 8.1.000.19 [11/23/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Data Aggregator (DA) no longer causes the Agent States Report to list agent states incorrectly, in multiple and overlapping timesteps. Previously, WFM DA sometimes recorded a continuous agent state as if the agent state was interrupted every 14 minutes. Also, events that had to be ignored could be recorded out of order and with a start time that was later than the end time. (ER# 286103919)


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Release Number 8.1.000.16 [09/16/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


Data Aggregator no longer writes statistics to the database before all necessary data is received from StatServer. Previously, this behavior resulted in zero values for statistics at some timesteps. (ER# 281756631)


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Release Number 8.1.000.15 [09/09/11] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. It uses the native Oracle OLE DB provider instead of the previously used Microsoft Oracle OLE DB provider, to resolve Oracle connectivity issues. This hot fix requires the following actions, in this order:

  1. Only if your WFM installation uses an Oracle database: Install Oracle Client and Oracle OLE DB Provider (if not already installed). Oracle OLE DB Provider is a part of Oracle Data Access Components (ODAC) and can be obtained directly from Oracle.
       
    Note: Be certain to install the 64-bit Oracle client with 64-bit WFM Server and 64-bit WFM Data Aggregator and 32-bit Oracle client with 32-bit WFM Server and 32-bit WFM DA and 32-bit WFM Database Utility.
       
  2. Install WFM Server 8.1.000.56, WFM Data Aggregator 8.1.000.15, and WFM Database Utility (DBU) 8.1.000.28 in any order.
       
    Note: Do not install 64-bit WFM Data Aggregator and WFM Server on the same machine as 32-bit WFM Database Utility, because they require different Oracle clients.
       
  3. Run WFM Database Utility 8.1.000.28 first, to update the database before you start WFM Server and DA.

Corrections and Modifications

This release includes the following correction and modification:


This release replaces the currently used Microsoft Oracle OLE DB provider with the native Oracle OLE DB provider, to resolve Oracle connectivity issues. (ER# 280510871)


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Release Number 8.1.000.13 [07/12/11] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.1 release of Workforce Management Data Aggregator.

This release of WFM Data Aggregator contains changes to support new functionality in Workforce Management 8.1.

Corrections and Modifications

This release includes the following corrections and modifications that were made between release 8.0 or earlier releases and the initial 8.1 release:


Data Aggregator no longer constantly updates the audit configuration for every agent who is deleted from Configuration Manager but still exists in WFM DB. (ER# 255067621)


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Known Issues and Recommendations

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


Data Aggregator sometimes writes 0 (zero) for the backlog statistics, skipping updates from Stat Server due to the transport problem between Data Aggregator and Stat Server. (ER# 281756631)

Found In:  8.1.000.13 Fixed In:  8.1.000.16

Data Aggregator updates the configuration record for an unassigned agent every 30 seconds. (ER# 255067621)

Found In:  8.0.000.06 Fixed In:  8.1.000.13

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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.


Microsoft Windows Server 2003 is no longer supported.

Discontinued As Of: 8.1.300.08

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Internationalization

Information in this section is included for international customers.


Language Packs are supported in 8.1.2 and 8.1.1 releases of this product. However, 8.1.3 releases of this product do not support 8.1.2 or 8.1.1 Language Packs. Use 8.1.3-compatible Language Packs upon their availability.

Language Packs allow installers to select the language in which the user interface and online help files are displayed. For details about available Language Packs, including languages, see the Workforce Management Release Notes section of the Genesys Documentation website.


Starting in 8.1.2, Localization Kits include context information for resources that appear in products that will be translated.


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Additional Information

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

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

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 might 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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