Release Note

Workforce Management Server

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.000.57_DEU – General
 
 
 
 
 
X
8.1.000.57 [09/09/11] – General
 
 
 
 
 
X
8.1.000.56 [08/25/11] – Hot Fix
 
 
 
 
 
X
8.1.000.53 [07/12/11] – General
 
 
 
 
 
X

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


Introduction

This release note applies to all 8.1 releases of Workforce Management Server for the German market.

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 technical support representative if you have any questions.


Release Number 8.1.000.57_DEU – 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

This is a generally available release for the German market. This localization is based on Workforce Management Server 8.1.000.57. Modifications to this software component in later software versions are not supported in this localized version.

Corrections and Modifications

This release contains no corrections or modifications.

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Release Number 8.1.000.57 [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. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


WFM Server now correctly uses the Distributed Actual Volume when aggregating values for levels that are higher than Activity, in the Performance views. (ER# 281354135)


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Release Number 8.1.000.56 [08/25/11] – 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. 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:


The WFM API method WFMScheduleService712Soap.insertState no longer fails when used against v8.1.x WFM Server. (ER# 281425345)


This release replaces the currently used Microsoft Oracle OLE DB provider with the native Oracle OLE DB provider, to resolve Oracle connectivity issues. (ER# 280510773)


WFM Server no longer stops responding while a user is working with schedule scenarios that contain profile agents. (ER# 280644271)


The Scheduled Queue and related statistics are now calculated correctly, for systems using Oracle and DB2 databases. (ER# 277493608)


Using non-default schedule coverage split options no longer triggers a database error when adding a new deferred activity to the list of schedule scenario activities. (ER# 277829990)


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Release Number 8.1.000.53 [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 Server.

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:


WFM Server now correctly checks the limit percentage for multi-site activities (MSAs) when requesting time off for a multi-skilled agent, if the MSA contains activities from fewer sites than the rest of the MSAs which have assigned agent activities. (ER# 268643324)


Committing pending schedule changes now does not mark that schedule as modified. (ER# 271138535)


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Known Issues and Recommendations

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


If you use non-default schedule coverage split options, then adding a new deferred activity to the list of schedule scenario activities will fail with database error, triggered by one or both of these options: ScheduleService > SplitMS = true and ScheduleService > SplitMode = 2. (ER# 277829990)

Found In:  8.1.000.53 Fixed In:  8.1.000.56

The Scheduled Queue and related statistics might be calculated incorrectly for schedule scenarios because the Scheduled Queue of the previous day is incorrectly taken from the Master Schedule, instead of the schedule scenario. The issue applies to Oracle and DB2 databases, but not to MSSQL. (ER# 277493608)

Found In:  8.1.000.53 Fixed In:  8.1.000.56

When no interaction volume or agents are present, WFM Server returns a 100% Service Level for a deferred activity during the service time period. (ER# 277000622, 277712398)

Found In:  8.1.000.53 Fixed In: 

WFM Server will not consider rotating patterns during a forecasted volume split if the Consider Calendar Items option is cleared. (ER# 276022082)

Found In:  8.1.000.53 Fixed In: 

When agent can work overnight, s/he appears as available for both days. When Day Off possible rules are applied to available agents, the algorithm will look for the possible day off on that calendar date, so it is possible that the overnight portion may produce different limit values than those for the previous day. (ER# 270572439)

Found In:  8.1.000.53 Fixed In: 

A timeout may occur when you insert a shift with shift items into the Intra-day view, under these conditions:

Workaround: Add one or more shift item sequences. (ER# 276985104)

Found In:  8.1.000.53 Fixed In: 

The user interface checkbox value Prevent requests that are more than (whether selected or cleared) is not represented in the Configuration Audit Report. (ER# 242640969)

Found In:  8.0.000.14 Fixed In: 

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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.


There are no known discontinued features in this release of WFM Server.


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Internationalization

Information in this section is included for international customers.


There are no known internationalization issues in this release.


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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 Administrator's Guide first.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support 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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