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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 8.1 releases of Workforce Management Database Utility (DBU).

• 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 about 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 release. There are no new features or functionality in this release of Workforce Management Database Utility.

Corrections and Modifications

This release includes the following correction or modification:

The speed of the WFM Database upgrade procedure is improved with optimization of WFM Database Utility's data modification scripts. (WFM-21853)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features or functionality in this release of Workforce Management Database Utility.

Corrections and Modifications

This release includes the following correction or modification:

WFM Database Utility now purges terminated agents, even if they have existing responses to their trade requests. Previously, Database Utility could not purge agents that had existing responses to a trade requests. (WFM-21652)

WFM Database Utility now correctly executes SQL statements without errors when the database is created or updated. Previously in this scenario, some Oracle scripts contained incorrect object syntax that caused errors during user security modifications and the following invalid objects could not be recompiled: Trigger TD_WM_USER_SUBSYSTEMS and Procedure WMP_DROP_INDEX. (WFM-21776)

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Supported Operating Systems

New in This Release

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

• A new WFM Extract, Transform and Load (ETL) database schema is supported that enables Genesys Info Mart and various third-party reporting applications to easily create reports that incorporate WFM data. Once configured, this functionality can obtain Schedule, Adherence, and Performance information from WFM and store it in a documented relational database schema.

• A new command line Backup-Restore Utility (BRU) is introduced to back up and restore the WFM database, improving on the backup/restore functionality that is provided for earlier releases of WFM Database Utility (DBU), by being much faster and no longer limited to the database backup size of 2 GB.

• IBM DB2 10 and Microsoft SQL Server 2012 are now supported.

Corrections and Modifications

This release includes the following correction or modifications

When using Oracle Database Cluster Environment, WFM Database Utility now correctly displays concurrent changes by third-party API applications in Schedule Intra-Day that are made by different users simultaneously. Previously in this scenario, updates from third-party API applications sometimes would not display in Schedule Intra-Day. (WFM-20540)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features or functionality in this release of Workforce Management Database Utility.

Corrections and Modifications

This release includes the following correction or modification:

Activity, Multi-Site Activity, and Activity Group objects can now be deleted when Oracle Database Server is used. Previously when Oracle DB Server was used, any attempts to delete these objects triggered the following error message: ORA-04091 table WM_ACTIVITIES is mutating. (WFM-21502)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features or functionality in this release of Workforce Management Database Utility.

Corrections and Modifications

This release includes the following correction or modification:

The following changes have been made to WFM Database Utility in relation to the purging of data:

• Terminated Agents can now be purged in all database types. Previously, related records in Schedule, Meetings, or Planner in WFM Web or WFM Configuration Utility had to be deleted manually before the Terminated Agents could be purged in WFM Database Utility.
• An additional warning message now displays before purging begins, indicating the number of records that were found for purging. Previously, there was no such warning message.
• During purging, the number of records displays in the progress bar, beside the type of data that is currently being purged. Previously, there was no indication of the number of records being purged.
• Now, if an error occurs during purging, a message displays and users can continue purging or stop and examine the issue. Previously, error messages did not display and the purging process deleted as much data as possible, sending a message that there were errors only at the end of the process, without providing details.

(WFM-21188)

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Supported Operating Systems

New in This Release

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

• Three new security options provide precise control of Forecast Publishing. After the database is updated, these new options can be changed in the User Security module in Configuration Utility, under Modules > Forecast > Publish:

  • Modules > Forecast > Publish > Publish IV to Master Forecast
  • Modules > Forecast > Publish > Publish AHT to Master Forecast
  • Modules > Forecast > Publish > Publish Staffing to Master Forecast

  (WFM-21159)

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features or functionality in this release of Workforce Management Database Utility.

Corrections and Modifications

This release includes the following corrections and modifications:

Schedule Intra-Day changes that are made concurrently by different users of third-party Application Programming Interfaces (API) using Oracle Database Cluster Environment are displayed correctly. Previously in this scenario, these types of changes or updates from third-party APIs sometimes did not display in Schedule Intra-Day. (WFM-21050)

The WFM Database can now be updated to version 8.1.2, even if problematic triggers were deleted manually in a previous database version. Previously, when certain database triggers were deleted or missing, the database could not be updated.(WFM-21051)

WFM Database Utility (DBU) data purging is improved to enable any amount of data to be purged when using Oracle Database Server. Previously, if an attempt was made to purge more than 300 records in the Calendar data and other data types, Database Utility could not purge all selected data. In addition, the following changes were made:

• The fields in the DBU interface that displayed the number of records being purged have been removed. Only a progress bar is visible, showing the purging status.
• The Database Utility log no longer displays information about each deleted record, but indicates only the types of data that were purged.
• Terminated agents are now purged along with their Schedules, Calendar Items, and Agent Statuses History. Previously, terminated agents with Schedules, Calendar Items, or Agent Statuses History were not purged from database.

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Supported Operating Systems

New in This Release

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

• This release supports new functionality introduced in Workforce Management 8.1.2.

Corrections and Modifications

This release includes the following corrections and modifications:

Database Restore now functions correctly if the WFM database is replicated to another MS SQL Server. The workaround for this issue is no longer required. (ER# 297626977)

WFM Statistics configuration and Forecast Scenarios data for Multi-Site Activities (MSA) are now correctly migrated from 7.6. Previously, this data for MSA was incorrectly migrated and could not be found after migration was completed. (ER# 302815544)

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Supported Operating Systems

New in This Release

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

• This release of WFM Database Utility contains changes to support new functionality in Workforce Management 8.1.

Corrections and Modifications

This release includes the following corrections and modifications:

WFM Database Utility can now be installed on the Windows Server 2008 operating system. (ER# 279862887)

The WFM database is now updated without errors on DB2 database servers. (ER# 270057093)

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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 does not include corrections or modifications.

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Supported Operating Systems

New in This Release

This is a hot fix for this product. 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 corrections and modifications:

This release replaces the currently used Microsoft Oracle OLE DB provider with the native Oracle OLE DB provider, to resolve Oracle connectivity issues. (ER# 235266542)

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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 8.1 release of Workforce Management Database Utility.

This release of WFM Database Utility 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:

Previously: Activity Skill level cannot be updated unless Skill is deleted first and added it again with the correct Min/Max levels and save the changes. Fixed: Activity Skill level can be updated and changes saved. (ER# 268385309)

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Known Issues and Recommendations

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

The WFM Database Utility Database Cleaning function does not function if the WFM Database is replicated to another MS SQL Server. (ER# 297668611)

The Database Restore function does not function if the WFM database is replicated to another MS SQL Server. If the database needs to be restored, follow these steps:

1. Disable Database Replication.
2. Perform Database Restore on all MS SQL Servers involved in Database Replication.
3. Enable Database Replication.

(ER# 297626977)

WFM Database Utility 8.1.000.25 b2 does not install on Windows 2008 Server as is documented in the Readme. Workaround: First install Microsoft .NET 1.1 following the installation package prompts. (ER# 279862887)

After migrating from 6.5 to 7.x/8.x, the value of Shift Item Sequence Minimum Paid Hours may be less than the value of Shift Minimum Paid Hours . This discrepancy is incorrect, but it does not affect schedule building results. (ER# 39968407)

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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.

Microsoft Windows XP is no longer supported.

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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.

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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 Administrator's Guide first.

• Workforce Management 8.1 Administrator's Guide introduces the product, presents its architecture, offers deployment-planning recommendations and considerations, explains how to configure and install the WFM 8.1 components, explains how to start and stop all components, explains how to use the WFM Database Utility, provides troubleshooting suggestions, and includes a list of WFM-specific terms and their definitions.

• Workforce Management 8.1 Configuration Utility Help explains how to use the WFM Configuration Utility to set up WFM objects (such as sites, time zones, and Agents) and constraints (such as security settings, working hours, and time-off  rules).

• Workforce Management 8.1 Web for Supervisors Help explains how to use the Supervisor web interface to create forecasts and schedules, make schedule and staffing changes, and to track Agent real-time adherence and contact center performance. WFM Web for Supervisors also contains the WFM reporting functions.

• Workforce Management 8.1 Web for Agents Help explains how to use the Agents web interface to check agent schedules, request time off and working hours, adjust other preferences, and make schedule trades with other Agents.

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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