Release Note

Web Services and Applications

8.5.x

Genesys Telecommunications Laboratories, Inc. © 2013–2016

Contents

Introduction

Release Number AIX Linux Solaris Windows
8.5.201.29 [06/10/16] – General (Under Shipping Control)   X    
8.5.201.18 [03/25/16] – General (Under Shipping Control)   X    
8.5.201.09 [03/04/16] – General (Under Shipping Control)   X    
8.5.200.96 [10/23/15] – Restricted   X    
8.5.200.86 [08/28/15] – Restricted   X    
8.5.200.79 [07/17/15] – Restricted   X    
8.5.200.76 [06/12/15] – Restricted   X    
8.5.200.64 [04/03/15] – Restricted   X    
8.5.200.56 [02/13/15] – Restricted   X    
8.5.200.50 [12/12/14] – Restricted   X    
8.5.200.42 [10/17/14] – Restricted   X    
8.5.200.35 [08/29/14] – Restricted   X    
8.5.200.27 [06/20/14] – Restricted   X    
8.5.200.18 [04/18/14] – Restricted   X    
8.5.100.23 [12/11/13] – Restricted   X    
8.5.000.03 [09/11/13] – Restricted   X    

Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 8.5 releases of Web Services and Applications.

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 Readme. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.5.201.29 [06/10/16] – General (Under Shipping Control)

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 release is under shipping control. This section describes the features that were introduced in this release of Web Services and Applications.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:

Workspace Web Edition


During chat consultations, if the consultation is cancelled by using the hyperlink in the transcript or by time-out, the same consultation target can now be used again during the chat session. (HTCC-19703)


In the My Agents tab for Team Leads or Supervisors, the In Call and After Call Work filters are now shown only for the Voice channel. Previously, these filters were shown for the Chat and Email channels without an effect on usage. (HTCC-19547)


If an agent sets his or her status on the Chat or Email channels to Do Not Disturb from Not Ready, and then a Team Lead or Supervisor, using the My Agents tab, sets the agent's status to Ready, and the channel status is displayed as Do Not Disturb. Previously in this scenario, the agent saw the channel as Ready even though it was in the Do Not Disturb state on the system. (HTCC-19405)


Web Services API


Unsolicited Facebook posts that are created by agents now appear on Facebook. (HTCC-20739)


The Platform Configuration API is now able to create and update objects of DN Group type. Previously, these types of objects could only be retrieved or deleted because POST and PUT incorrectly returned unsupported object type. (HTCC-20500)


Web Services now uses the value specified in the defaultBinding option defined as part of samlSettings. Previously, Web Services ignored this option and used the first applicable binding mentioned in the identityProviderMetadata option. (HTCC-20193)


You can now include a header in the main log file for Web Services by setting the enableLogHeader option to true. This header contains key information about the Web Services installation, including the version, start time, libraries, and any applicable settings from the applications.yaml file.


You can now include the maxAuthenticationAge option in the SAML configuration section. This option specifies the maximum-allowed time between user authentication and the processing of an authentication statement. (HTCC-20141)


CRM Gplus Adapters

Gplus Adapter for Salesforce


The disposition code chosen for voice calls within the adapter will now be visible in the interaction history in Workspace Web Edition. (HTCC-20459)


A blank agent state will no longer be shown when the agent is moved to Not Ready - Expired after not responding a chat invitation. (HTCC-20325)


Calls that arrive immediately after the adapter window is popped out in Salesforce will now be correctly displayed. (HTCC-19812)


Workspace Web Edition deployed as an embedded Agent Desktop in Salesforce Sales or Service Console.


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Release Number 8.5.201.09 [03/04/16] – General (Under Shipping Control)

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

Note: This version was previously provided as a Restricted release on 01/22/16.

This product was renamed from Workspace Web Edition & Web Services to Web Services and Applications in this release.

This release is under shipping control. This section describes the features that were introduced in this release of Web Services and Applications.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:

Workspace Web Edition


Agents are no longer able to mark as Done interactions that are in Workbins without first specifying a disposition if dispositions are configured to be mandatory. (HTCC-16891)


Web Services API


When an agent requests two chat consultations to a skill or an agent group in rapid succession, the first agent who accepts one of the consultations is not stuck in a non-routable state. (HTCC-18629)


Web Services now correctly identifies monitoring modes with a new attribute on the Call resource called supervisorMonitoringState. Previously, Web Services didn't always correctly identify monitoring modes, particularly for Coach and Barge In. (HTCC-17837)


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Release Number 8.5.200.96 [10/23/15] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:

Workspace Web Edition


In the Disposition view, clicking on the name of a folder expands/collapses the corresponding node. Previously, only clicking on the node would open the node. (HTCC-17322)


Reason code names specified by the value of the agent-status.not-ready-reasons option now support special characters such as '/' and '\'. (HTCC-16830)


Web Services API


The Voice API now supports the following special symbols for the operationName of the agent state operation: "#'{([-|`_\R^@)]=}/-$% Previously, if a custom agent state contained one of these symbols it caused GWS to return an error message. (HTCC-17026)


Web Services now supports leading white spaces or NULL values in user names when submitting metadata for Recording. (HTCC-16896)


Web Services now provides two options to control HTTP session expiration on CometD inactivity:

For details, refer to the Web Services Configuration Options in the Deployment Guide. (HTCC-15997)


CRM Gplus Adapters


The list of available caller IDs now scrolls if there are too many items to display. (HTCC-17705)


The adapter now uses the same criteria as WWE when processing reasons related to the agent-status.not-ready-reasons option. This ensures that the same filtering and ordering is applied in both products. (HTCC-16149)


The adapter now correctly displays the number of available agents in an agent group (voice) in Team Communicator. (HTCC-16148)


The adapter now offers improved refresh performance when you set the following Workspace Web Edition options:

(HTCC-15658)


When an agent consults with another agent, the second agent now receives a screen pop even if focus following is disabled. (HTCC-15528)


Time based statistic values in the My Statistics and Contact Center Statistics views now display correctly. Previously, they were not formatted and displayed as a numeric value in seconds. (HTCC-14879)


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Release Number 8.5.200.86 [08/28/15] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:

Web Services API


Web Services no longer includes "monitoredMode" extensions on the SetMuteOn operation. (HTCC-15582)


Web Services now suppresses stack traces in the debug log when it can't find Genesys Interaction Recording Scheduler rule settings. Instead, Web Services logs that there are no rule settings for the contact center. (HTCC-15562)


Agents can now store and retrieve email interactions in workbins. Previously, Web Services did not always correctly save and retrieve email interactions in workbins. (HTCC-15531)


Web Services now supports multiple EventObjectsRead events and returns all requested objects from Configuration Server. Previously, Web Services only processed the first EventObjectsRead event. (HTCC-15409)


Web Services now allows URL-encoded "plus" and "space" characters in the name, phoneNumber, and filterParameters URL parameters for the following GET .../api/v2/contact requests:

(HTCC-14797)


Web Services now returns HTTP 403: "Operation is forbidden for this device" when a user calls the StartContactCenterSession operation at a TrunkGroup device. Web Services also returns "HTTP 403 status code 3" instead of "HTTP 500 status code 4" when a user does not have any assigned devices or the place does not have any associated DNs. (HTCC-13301)


If configured, Agents will hear audible notification when presented with a new Twitter interaction. (HTCC-21748)


CRM Gplus Adapters


The adapter no longer resets agent state timers when the page is refreshed. (HTCC-14856)


The adapter does not duplicate the display for chat in the channels view if an agent logs in an out of the adapter several times after handling multiple chats simultaneously. (HTCC-14804)


If you configure the Web Services options for limiting the number of allowed CometD browser sessions, the adapter now loads when opening more tabs than the server allows. (HTCC-14532)


If you configure the Web Services options for limiting the number of allowed CometD browser sessions, the adapter now loads when opening more tabs than the server allows. (HTCC-14532)


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Release Number 8.5.200.79 [07/17/15] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This release of Workspace Web Edition & Web Services contains no new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


Web Services API

Genesys Web Services now accepts a string value for the callResult parameter on Outbound API operations. Previously, passing a string value caused an error because GWS expected an integer. (HTCC-15268)


Genesys Web Services Outbound API now supports DoNotCallRecord and CancelRecord operations with phone number instead of record handle. (HTCC-15266)


Genesys Web Services now includes the referenceId field in Outbound API requests and CometD acknowledgements. (HTCC-15265)


Genesys Web Services now validates the callbackType parameter on the Reschedule Record request in the Outbound API. (HTCC-15263)


In the following scenario, how Web Services handles participants is updated:

  1. An inbound call comes from SIP Server through a Cisco switch to Agent1 on DN1
  2. Agent1 initiates a transfer to a routing point on SIP Server
  3. The routing point on SIP Server transfers a consult call to DN2 on the Cisco switch
  4. The consult call is answered by Agent2 on DN2
  5. Agent1 completes the transfer on the Cisco switch.
Web Services now provides the correct list of participants for DN2 in this scenario. (HTCC-14863)


If there is a switch prefix in the phone number in the following format: "switch::number", the "formattedPhoneNumber" field now has the number formatted without the switch prefix. Additionally, the e164 field will be empty if the phone number cannot be converted to the e164 format properly. (HTCC-14762)


In Cisco Switch environments, the initiate transfer/conference operation is now permitted in the following scenario:

  1. An agent makes a call (call 1) to an internal party
  2. The agent puts call 1 on hold
  3. The agent makes call 2 to a second internal party
  4. The agent initiates a transfer to an external party
(HTCC-13867)


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Release Number 8.5.200.76 [06/12/15] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:


Workspace Web Edition


Workspace Web Edition no longer increments inbound email statistics twice when an inbound email is processed. Previously, statistics were processed once for the sent reply email and again for the email when it was processed from the workbin. (HTCC-13606)


The recent interactions list in Team Communicator now works correctly. Previously, the list could become corrupted after an agent refreshed Workspace or started a new session. (HTCC-13589)
The recent interactions list in Team Communicator now contains all accessed Corporate Favorites. Previously, when an agent accessed several Corporate Favorites for a given object, each one of these instances was included in the Recent list. However, if the agent logged out and logged back in or refreshed the page, only the last used Corporate Favorite was displayed in the Recent list and the other instances were lost. (HTCC-13568)
Workspace Web Edition now correctly reschedules outbound calls when the current time on the agent's computer falls outside the From and Till times. Previously, if an agent tried to reschedule a call using a new phone number, and then set the From time to be later than the current time, the reschedule on the new phone number failed. (HTCC-13528)
In Internet Explorer 10, an agent can now specify the From and Till times for a new number added in the chain. Previously, if an agent scheduled a callback for an Outbound Campaign call and specified a new number for the chain, the From and Till times were not modified; the callback time range was the default range for the campaign, not the From and Till time range specified by the agent. (HTCC-13441)
Workspace Web Edition now correctly renders Standard Responses in plain text. Previously, when the agent viewed or inserted a plain-text Response, the carriage returns were lost and the Response text was displayed on a single line. (HTCC-13361)

Web Services API

The behavior of scheduled purge now properly accounts for location-based matching. Genesys Interaction Recording customers should read the MLM section of the Genesys Interaction Recording solution documentation for details. (HTCC-14322)


You can now use quotes to force a "string" type for a filter value when making requests using the Platform Configuration API. If the filter value does not have quotes and is numeric (for example, GET /person?dbid=123), Web Services uses an integer filter. Previously, Web Services determined the filter type (integer or string) by checking whether the passed value was a number or string; however, this did not work correctly when the expected filter value was a string but the passed value was an integer. (HTCC-14148)


Web Services now returns a consistent response when the following operations can't be executed because a required feature isn't enabled:

Here's an example of the response Web Services now returns for both operations when there are no multimedia features enabled:

{
  "statusCode":7,
  "succeeded":[{
    "statusCode":0,
    "channel":"voice"
  }],
  "failed":[{
    "statusCode":3,
    "statusMessage":"Unsupported feature",
    "channel":"chat"
  }]
}

Previously, Web Services returned slightly differently responses for the operations. (HTCC-13990)


Web Services no longer returns HTTP 500 errors for the following requests:

(HTCC-13988)


Web Services now assigns all DNs on a place to the agent on successful login when a place parameter is provided to "StartContactCenterSession". Previously, only the DN chosen for login was assigned. (HTCC-13860)


Web Services now only opens preview interaction-related threads if the preview interaction feature is enabled and used. Previously, Web Services created multiple threads for preview interactions, which could have decreased performance and prevented responses to requests. (HTCC-13777)


Web Services now correctly labels the PlaceGroup and AgentGroup workbins. Previously, PlaceGroup was labeled as AgentGroup and AgentGroup was labeled as PlaceGroup. (HTCC-12864)


Web Services now updates the channel status correctly for the DoNotDisturbOn operation. Previously, if you used either POST /me {"operationName": "DoNotDisturbOn"} or POST /users/{id} {"operationName": "DoNotDisturbOn"} to set an agent's status to Do Not Disturb while the agent was on a call, Web Services updated all channels except voice. Requests to set Do Not Disturb directly using POST /me/devices/{id} {"operationName": "DoNotDisturbOn"} worked correctly. (HTCC-12712)


In a blended environment, Web Services now correctly changes the global status if voice is out of service (and voice supports the requested new state). (HTCC-7987)


CRM Gplus Adapters


The Gplus Adapter for Salesforce now shows the Types menu on the favorites screen in Team Communicator. (HTCC-13369)
The adapter now shows the Sorting by category button in Team Communicator when you click inside the favorites search results list. (HTCC-13364)

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Release Number 8.5.200.64 [04/03/15] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:


Web Services API


When working with Avaya and G3 switches, Web services does not return the SingleStepTransfer and SingleStepConference capabilities for held calls when a related, active consult call exists. (HTCC-7879)
Web Services no longer returns the switch associated with a DN as a party in the call participants. (HTCC-10645)
If a supervisor changes state on an email or chat channel for an agent, the agent can now change the state without the need to re-login first. (HTCC-11785)
If StartContactCenterSession fails after a device was assigned to a user through a specified place, the device is unassigned from the user and unregistered on TServer. (HTCC-11806)
Web Services now uses CometD version 3.0.3. Previously, you might have seen the following error in the logs when using Jetty version 9.2.4+ and CometD: ServletHandler:qtp386229603-14: java.lang.IllegalStateException: s=DISPATCHED i=false a=null. This might have caused disconnect messages to be displayed in Workspace Web Edition. (HTCC-12090)
Web Services now removes the device that corresponds to the ACDPosition in Configuration Server from Cassandra when the DN is deleted from Configuration Server. (HTCC-12476)
When working with a SIP Server configuration, Web Services now returns both SingleStepTransfer and SingleStepConference capabilities for held calls when a related, active consult call exists. (HTCC-12487)
Web Services now sets all necessary Cross-Origin Resource Sharing (CORS) headers. Previously, if you sent API requests with bad credentials across domains, Web Services did not set all the required CORS headers, which caused the browser to withdraw the request response due to cross-site scripting security violations. (HTCC-12925)
You can now correctly update toast or case data using Web Services. Previously, updating toast or case data could cause the data to disappear. (HTCC-13036)

CRM Gplus Adapters


Gplus Adapter for Salesforce now displays the full user interface if an agent disconnects after answering a call. Previously, the adapter only displayed the status bar. (HTCC-10666)
Gplus Adapter for Salesforce now enables the Drop Agent from Conference and Complete Transfer buttons after the consulted agent answers the call. Previously, the buttons were sometimes disabled and could only be enabled by refreshing the page or releasing the consulted agent using the main Release button. (HTCC-7320)
Gplus Adapter for Salesforce now properly displays the user interface if the original caller hangs up before the consulted agent answers while a consultation is being established. Previously, the UI did not display correctly and could be fixed by refreshing the page. (HTCC-8249)

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Release Number 8.5.200.56 [02/13/15] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

Corrections and Modifications

This release also includes the following corrections and modifications:


Workspace Web Edition


Caller ID is now taken into account for Outbound Preview calls. (HTCC-12079)


The Chat Transfer action button is no longer available after an agent has selected this action and is in the process of transferring a chat. Previously, the Chat Transfer action button remained available after it was selected. If the agent clicked it again, the following error message was displayed: Cannot make a single step transfer. (HTCC-11175)


The HTML content in a Standard Response can now be inserted into an HTML formatted email interaction. Previously, if both plain text and HTML were present, the message contained only the plain text content. (HTCC-11174)


The Consult button is now displayed only on the original chat interaction. Previously, the Consult button was also displayed on the Chat Consultation window as well. (HTCC-11021)


Web Services API


Multi-DN places are now handled correctly by Web Services. In previous versions, executing the EndContactCenterSession operation caused one of the user's devices to be unassigned. (HTCC-11767)
Consult call events are now parsed correctly by Web Services. In some scenarios, these events were parsed incorrectly, resulting in an exception which prevented the event from being published. (HTCC-11575)
An agent can now assign an interaction to a contact more than once. Previously, only the result of the first attempt was recorded. (HTCC-11010)

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Release Number 8.5.200.50 [12/12/14] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:


Workspace Web Edition


WWE now properly displays the name for reasons in agent states whatever the switch used. Previously, on some Switches, Workspace Web Edition exposed the Reason Code instead of the Name. (HTCC-9819)
Recent interactions are now presented if the contact history contains a large number of interactions. (HTCC-9646)
When searching on Interaction Queue and Routing Point objects, Team Communicator provides correct counter. Previously, Team Communicator sometimes provided a bad counter when matching items for search on Interaction Queue and Routing Point objects. (HTCC-9644)
Agent can apply Mark Done on chat that related contact has been deleted. Previously, this action was failing. (HTCC-9588)
On voice call, after a 2-step transfer/conference, if the target Agent collapses the interaction, the agent can now properly expand it back. Previously, when using Workspace Web Edition in a voice call, after a 2 step transfer/conference, if the target agent collapses the interaction, the agent could not expand it back again. (HTCC-9573)

Web Services API


An agent using Workspace Web Edition no longer receives an error while trying to accept a multimedia interaction. (HTCC-5810)

CRM Gplus Adapters


For Gplus Adapter for Salesforce, the following call center definition file located in the .war file: /ui/cti/callcenterdef/CTIAdapterCallCenterDef.xml is no longer incorrectly named:/ui/cti/callcenterdef/ExampleLocalAdapterCallCenterDef.xml. (HTCC-9596)
The Gplus Adapter for Salesforce no longer requires the agent to set a disposition for calls that are abandoned or rejected and the agent has not spoken with the customer. (HTCC-7728)

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Release Number 8.5.200.42 [10/17/14] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:


The chat or email interaction no longer appears as a consultation when a chat or email interaction is transferred to an agent who is currently in a voice consultation. (HTCC-8635)
The email interaction body is now visible in the contact history or workbin detail if it is in plain text format. (HTCC-8611)
An agent login will no longer fail after an agent tries to login to a busy place. The agent will no longer be required to choose another one by going back to first step by clicking on Change login account. (HTCC-8473)
The submitted date information is no longer missing in the workbin view when showing draft emails. (HTCC-8468)
The agent is now able to add an attachment to an outbound email when Cross-Site Request Forgery (CSRF) protection is activated on HTCC server side. (HTCC-8449)
Workspace Web Edition now allows an agent to enter Queue information at login time. (HTCC-4628)
The transfer protocol is not mandatory to make hyperlinks active in case data. (DESKTOP-2417)
When using Gplus Adapter for Salesforce, during the call disposition process, the correct value is now being saved. (HTCC-8644)
When using Gplus Adapter for Salesforce, after releasing the consult leg of a two-step conference without completing the conference, the adapter UI might not allow the agent to resume the main call and the page might need to be refreshed to correct the issue. (HTCC-8113)
When using Gplus Adapter for Salesforce, an agent can now release a consult call while dialing. (HTCC-8112)
When using Gplus Adapter for Salesforce, the icon for the Hold call button has been updated to more clearly represent the Hold operation. (HTCC-8111)
When using Gplus Adapter for Salesforce, the adapter now correctly shows the complete conference icon instead of the resume call icon after completing a conference using the Contacts tab in the transfer panel, if the resulting merged call is placed on hold. (HTCC-8400)
When using Gplus Adapter for Salesforce, calls are now correctly logged in the Activity History for object type Member. (HTCC-8783)

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Release Number 8.5.200.35 [08/29/14] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

CRM Gplus Adapters

Corrections and Modifications

This release also includes the following corrections and modifications:


An agent can no longer bypass the Caller ID selection by pressing Enter or clicking on the Continue button without selecting a Caller ID number. (HTCC-6179)
Agent role is now taken into consideration at login. Previously, if a user has only a supervisor role, the user was able to log in to the agent desktop. (HTCC-6143)
Agent now sees updated devices from other agents in Team Communicator. Previously, the agent was forced to reload the page or return to the login page and refresh the information. (HTCC-6142)
An Invalid Date message is no longer presented in the Draft workbin for saved email interactions from Microsoft Internet Explorer or Mozilla Firefox. (HTCC-7340)
The Submitted column is now populated for In Progress workbins. (HTCC-7288)
The Subject from a replied email interaction now always includes the "Re:" prefix. (HTCC-7197)
When using Cisco CUCM, after a complete conference, the second Agent now sees all participants. (HTCC-7054)
Agent now sees Team Communicator Contacts if the UCS server was down during login. (HTCC-6203)
Multimedia interactions (Email, Chat, Facebook, and Twitter) no longer cause the following Voice statistics to display inaccurate values: Call Activity - Inbound, Outbound, Handle Time - Talk, Total, Average Call Time, and Average Calls/Hour. (HTCC-3128)

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Release Number 8.5.200.27 [06/20/14] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

Corrections and Modifications

This release also includes the following corrections and modifications:


The help by default is now related to 8.5.2. Previously, the help was related to 8.5.1. (HTCC-6259)
An agent can now insert a Standard Response into Chat media. Previously, when an agent attempted to insert a Standard Response into a chat, the agent received the message: "Cannot do the rendering of the standard response". (HTCC-5934)
Replying to an email that was sent with undisclosed-recipients addressed no longer sends the response to undisclosed-recipients. (HTCC-3245)

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Release Number 8.5.200.18 [04/18/14] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

Corrections and Modifications

This release also includes the following corrections and modifications:


A new statistic MissedCallsForSkill tracks number of missed calls for all agents with the skill. (HTCC-5526)
The following changes were introduced in Genesys Web Services behavior: (HTCC-5108)
A user can only start a contact center session on a device only if the user is not logged in the same voice environment on other device. The same behavior was introduced for change of voice channel state. A user voice channel state can be changed by the user or a supervisor only if the user is not logged in the same voice environment on other device. (HTCC-5107)
Device JSON now has an optional description field which can contain a non-empty string with a maximum length OF 254 characters (HTCC-5105)
Device operation StartContactCenterSession now contains an optional deviceUri field to define a device to login. The field is optional and if completed, must contain a valid device URI. If the field is not specified, existing behavior is supported, but the operation will fail if user has more then one device assigned or user place is associated with more then one DN (HTCC-5106)
Agent Group provisioning and synchronization added, with the exception of supervisor section (HTCC-5094)
Added service level configuration for queues (HTCC-5629)
Optional deviceUri parameter is supported for supervisor's requests POST .../api/v2/users//channels/voice and user's requests POST .../api/v2/me/channels/voice. This parameter must be specified if the user has multiple devices assigned in a current geographical region. If the user has only one device assigned, the parameter is not required. (HTCC-5626)
System routing templates may now be deleted using the Operations API via /api/v2/ops/system/routing-templates/{id}. This cleans routing templates deleted from the configuration on disk but still residing in Cassandra. (HTCC-5689)
Added defaultServiceLevelFastAbandonedInterval to specify the maximum time a call can wait in queue before an abandonment is considered fast-abandoned (HTCC-5647)
Restrictions on using several call operations have been removed for the Cisco PBX. (HTCC-5577)
Operations API operations no longer cause a brief Genesys environment disconnect. (HTCC-5481)
Genesys Web Services now correctly processes logout and unregistration tasks for user sessions that have timed out due to inactivity. (HTCC-5870)
EventReleased no longer triggers removal of the FirstConferencePartyDN useradata key. (HTCC-4779)
EndContactCenterSession now supports an optional logout parameter that defaults to true. If false, the HTTP session will be invalidated but no other logout actions will be taken. This can be used by Genesys Web Services clients that do not call StartContactCenterSession to clean up an HTTP session without impacting agent state when working in conjunction with other Genesys Web Services applications. (HTCC-5314)
Failures in processing the voice portion of the EndContactCenterSession request will no longer impact the media processing in mixed environments. (HTCC-5315)
Case Data from an inherited inbound email are now visible in the reply email. (HTCC-5034)
Timestamps display properly display for Chats in the interactive transcript and history detail. (HTCC-4493)
It is no longer necessary to change the default value of the UCS option max-results in the index.contact section. (HTCC-4258)
On Avaya Communication Manager, during a voice consultation, the agent can now complete the transfer by using the default button. (DESKTOP-3374)
BCC field appears in workbin and history details for outbound and replied emails. (DESKTOP-3354)
In Standard Response details, standard actions can be performed on an attachment (For example: Open, Save as). (DESKTOP-3225)
Statistics are displayed in My Statistics and Contact Center Statistics views if one specified value for either kpi.displayed-kpis or the statistics.displayed-statistics options is incorrect. (DESKTOP-2393)

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Release Number 8.5.100.23 [12/11/13] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

Corrections and Modifications

This release also includes the following corrections and modifications:


system.cometd.enabled-websocket has been removed in templates. It has been replaced by system.notif.enabled-websocket. (DESKTOP-2425)
If an agent receives several consultation calls based on a single initial inbound call, the agent does not need to mark each consultation call Done to close the case. A single Done button is present in the case. (DESKTOP-2244)

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Release Number 8.5.000.03 [09/11/13] – Restricted

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 restricted release for this product. For availability of this release, contact your Genesys representative. This section describes the features that were introduced in this first release of Workspace Web Edition & Web Services.

Workspace Web Edition

Web Services API

Corrections and Modifications

There are no corrections and modifications in this initial release of Workspace Web Edition & Web Services.

Top of Page


Known Issues and Recommendations

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

Workspace Web Edition
Web Services API
CRM Gplus Adapters

Workspace Web Edition

Case Data can no longer be removed from a Chat interaction after the Chat has been released and a Disposition has been applied. (HTCC-22266)

Found In: 8.5.201.29 Fixed In: 

In Team Communicator and the My Agents tab, the Not Ready state is displayed instead of Do Not Disturb when a channel is set to Do Not Disturb. (HTCC-20908)

Found In: 8.5.201.18 Fixed In: 

Limitation: The Do-Not-Call list functionality for Outbound Preview campaigns is unavailable in Workspace beginning in release 8.5.201.09.


During chat consultations, if the consultation is cancelled by using the hyperlink in the transcript or by time-out, the same consultation target cannot be used again during the chat session. (HTCC-19703)

Workaround: The agent should refresh the browser.

Found In: 8.5.201.09 Fixed In:  8.5.201.18

In the My Agents tab, the In Call status filter does not work for chat and email. (HTCC-19547)

Found In: 8.5.201.09 Fixed In:  8.5.201.18

If an agent sets his or her status on the chat or email channels to Do Not Disturb from Not Ready, and then a Team Lead or Supervisor, using the My Agents tab, sets the agent's state to Ready, the channel is displayed as Ready to the agent, even though it is still in the Do Not Disturb state on the system. (HTCC-19405)

Found In: 8.5.201.09 Fixed In:  8.5.201.18

If an agent sets his or her status to Do Not Disturb from Ready, a Team Lead or Supervisor using the My Agents tab cannot change the agent state to Ready, and does not receive a warning message to describe why the agent state remains as Not Ready. (HTCC-19402)

Found In: 8.5.201.09 Fixed In: 

When a Team Lead or Supervisor uses the My Agents tab to end an Agent session, unsaved information on the Agent side is lost. (HTCC-19394)

Found In: 8.5.201.09 Fixed In: 

Limitation: If an agent closes his or her browser or if the browser crashes with a released voice interaction still open, it will remain in the In Progress state. It is not yet possible to apply Done to voice interactions in the History view. (HTCC-17820)

Found In: 8.5.200.96 Fixed In: 

Limitation: Facebook and Twitter functionality are unavailable in Workspace Web Edition between 8.5.200.18 and 8.5.200.79.


If the value of the intercommunication.voice.consultation-enabled option is set to empty, the Consultation button is incorrectly not displayed, even if the Instant Messaging feature is enabled. (HTCC-17634)

Found In: 8.5.200.96 Fixed In: 

Agents are able to mark as Done interactions that are in Workbins without first specifying a disposition if dispositions are configured to be mandatory. (HTCC-16891)

Found In: 8.5.200.96 Fixed In: 8.5.201.09

The 'interaction.setUserData' method from the Service Client API rejects the full operation when a key that does not match the constraints of the 'service-client-api.user-data.write-allowed' option is encountered. The error message reflects only the first mismatch; no other mismatches are checked. (HTCC-16114)

Found In: 8.5.200.86 Fixed In: 

Workspace Web Edition limits interaction queue supervision to email media; supervisors can't perform actions on chat interactions. (HTCC-14719)

Found In: 8.5.200.76 Fixed In: 

On search, Team Communicator shows non-agent users and disabled users as agents and doesn't take disabled flags from Configuration Server into account. (HTCC-14166)

Found In: 8.5.200.76 Fixed In: 

For Internet Explorer 10 users, if an agent schedules a callback for an Outbound Campaign call and specifies a new number for the chain, the From and Till times are not modified; the callback time range will be the default range for the campaign, not the From and Till time range specified by the agent. (HTCC-13441)

Found In: 8.5.200.64 Fixed In: 8.5.200.76

If an agents tries to reschedule a call using a new phone number, and then sets the From and Till times to be out of the range of the current time, the reschedule on the new phone number fails. (HTCC-13528)

Found In: 8.5.200.64 Fixed In: 8.5.200.76

The list of Recent interactions might become corrupted after an agent refreshes Workspace or a starts a new session. (HTCC-13589)

Found In: 8.5.200.64 Fixed In: 8.5.200.76

Corporate Favorites are included in the list of Recent interactions. When an agent accesses several Corporate Favorites for a given object, each one of these instances is included in the Recent list. However, if the agent logs out and logs back in, or refreshes the page, only the last used Corporate Favorite is displayed in the Recent list. The other instances are lost. (HTCC-13568)

Found In: 8.5.200.64 Fixed In: 8.5.200.76

The underscore character ("_") is not recognized as a tokenizer in Team Communicator searches for agents, interaction queue, routing point and skill targets.The text after this character isn't searchable directly, you need to set also the first part. For example, to search for the "My_Routing" routing point, the agent must enter "My_" or "My_R", if only "Rout" is used, the routing point will not be found. (HTCC-11594)

Found In: 8.5.200.50 Fixed In: 

Sometimes, the list of Responses may be empty or incomplete, the agent has to re-try the access late. This issue can occur after the server startup. (HTCC-11109)

Found In: 8.5.200.50 Fixed In: 8.5.201.29

The <$ Agent.Signature $> field code is not supported for Standard Responses. If it is present in a Standard Response, it will be just replaced by the full name of the agent on insert. (HTCC-10728)

Found In: 8.5.200.50 Fixed In: 

If the contact history contains a huge number of interactions, recent interactions could not be presented. (HTCC-9646)

Found In: 8.5.200.42 Fixed In: 8.5.200.50

Workspace Web Edition does not support (it will not use or show) the display name of Interaction Queue objects. (HTCC-9514)

Found In: 8.5.200.42 Fixed In: 

When using Workspace Web Edition, on some switches, the desktop exposes the Reason Code instead of the Name for reasons in agent states. (HTCC-9819)

Found In: 8.5.200.42 Fixed In: 8.5.200.50

When using Workspace Web Edition in a voice call, after a 2 step transfer/conference, if the target agent collapses the interaction, the agent cannot expand it back again. (HTCC-9573)

Found In: 8.5.200.42 Fixed In: 8.5.200.50

When using Workspace Web Edition and a chat or email interaction is transferred to an agent already in a voice consultation, the chat or email interaction is seen as a consultation. (HTCC-8635)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Workspace Web Edition, an email interaction body is not visible in the contact history or in workbin detail if it is in plain text format. (HTCC-8611)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Workspace Web Edition, after an agent tries to login on a busy place, to choose another one, the agent must go back to the first step by clicking on Change login account or the login will continue to fail. (HTCC-8473)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Workspace Web Edition, the Submitted Date information is missing in the workbin view showing draft email interactions. (HTCC-8468)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Workspace Web Edition, if Cross-Site Request Forgery (CSRF) protection is activated on Genesys Web Services, the agent will not be able to add an attachment to an outbound email interaction. (HTCC-8449)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Workspace Web Edition, an Invalidate Date is presented to the Draft workbin when saving emails with Internet Explorer or Firefox. (HTCC-7340)

Found In: 8.5.200.27 Fixed In: 8.5.200.35

When using Workspace Web Edition, the Submitted column is not populated for In Progress workbins. (HTCC-7288)

Found In: 8.5.200.27 Fixed In: 8.5.200.35

When replying to an email with Workspace Web Edition, sometimes the subject in a replied email does not include the "Re:" prefix. (HTCC-7197)

Found In: 8.5.200.27 Fixed In: 8.5.200.35

When using Workspace Web Edition with Cisco Unified Communications Manager, after a complete conference, the second Agent only sees one party corresponding with the first Agent. (HTCC-7054)

Found In: 8.5.200.27 Fixed In: 8.5.200.35

In Workspace Web Edition, Help defaults to version 8.5.1. To access Help version 8.5.2 from the Workspace Web Edition interface, set the application configuration option application.wiki-help-redirect-page to: index.php?title=Special:GenesysCloudHelp/WWE.8.5.2.Welcome (HTCC-6259)

Found In: 8.5.200.18 Fixed In: 8.5.200.27

An agent cannot edit place at login if the Genesys Web Services API was used to provision users or a default place was set for agents. (HTCC-6252)

Found In: 8.5.200.18 Fixed In: 

Agent does not see Team Communicator Contacts if the UCS server was down during login. The agent must reload the page or return to the login page and refresh the information. (HTCC-6203)

Found In: 8.5.200.18 Fixed In: 8.5.200.35

An agent can bypass the Caller ID selection by pressing Enter or clicking on the Continue button without selecting a Caller ID number. (HTCC-6179)

Found In: 8.5.200.18 Fixed In: 8.5.200.35

Agent role is not taken into consideration at login. If a user has only a supervisor role, the user is able to log in to the agent desktop. (HTCC-6143)

Found In: 8.5.200.18 Fixed In: 8.5.200.35

Agent does not see updated devices from other agents in Team Communicator. The agent must reload the page or return to the login page and refresh the information. (HTCC-6142)

Found In: 8.5.200.18 Fixed In: 8.5.200.35

An agent cannot insert a Standard Response into Chat media. If an agent attempts to insert a Standard Response into a chat, the agent receives the message: "Cannot do the rendering of the standard response". (HTCC-5934)

Found In: 8.5.200.18 Fixed In: 8.5.200.27

When an agent using Workspace Web Edition tries to accept a multimedia interaction and receives an error, the interaction toast window disappears. In some cases the agent will not receive a new interaction for a long period of time. (HTCC-5810)

Workaround: If this happens, the agent should log out and then log back in.

Found In: 8.5.200.16 Fixed In: 8.5.200.50

Replying to email sent to undisclosed-recipients also sends the response to undisclosed-recipients. (HTCC-3245)

Found In: 8.5.100.23 Fixed In: 8.5.200.27

The timestamp of messages in chat interactions works only for messages received during the session. For a transcript that is received after a transfer or in the history, it displays the actual time for the agent. (HTCC-4493, DESKTOP-3360)

Found In: 8.5.100.23 Fixed In: 8.5.200.18

BCC field is not presented in the workbin and history details of outbound and reply emails. (DESKTOP-3354)

Found In: 8.5.100.23 Fixed In: 8.5.200.18

Contact information from Team Communicator and the List View in the contact directory is limited to 10 contacts at a time. (DESKTOP-3266, HTCC-4258)

Workaround: Set the value of the UCS option max-results in the section index.contact to 100.

Found In: 8.5.100.23 Fixed In: 8.5.200.18

Inbound email interactions that were transferred after a voice consultation was presented to the receiving Agent are displayed in a floating window. Contact and Standard Responses views are not displayed. Also, the consultation is displayed as the main interaction in the case, instead of the inbound email interaction. (HTCC-4466, DESKTOP-3265)

Found In: 8.5.100.23 Fixed In: 8.5.200.56

In the Standard Response details view, there are no actions available (For example: Open, Save as) for an attachment. (DESKTOP-3225)

Found In: 8.5.100.23 Fixed In: 8.5.200.18

When trying to click on a hyperlink (in String case data), sometimes when it opens the input text in edition mode, it permits the agent to click on the hyperlink. (DESKTOP-2417)

Found In: 8.5.000.52 Fixed In: 8.5.200.18

Chat presented to an agent does not contain participant and transcript after a re-login due to the Workspace Web Edition & Services node stopping. (DESKTOP-3366 / HTCC-4507)

Found In: 8.5.000.12 Fixed In: 8.5.200.18

The system.cometd.enabled-websocket configuration option is supposed to be hidden; however, it is present in the import templates, but is not used. Only the long pulling mode is currently available, setting any other value for the option has no effect. (DESKTOP-2425)

Found In: 8.5.000.03 Fixed In: 8.5.100.23

The incorrect software version, 8.5.000.52, for Workspace Web Edition is displayed in the Login view and the About dialog box. The correct software version is 8.5.000.53.

Note: This software version represents the version of the underlying agent interface, not the Workspace Web Edition & Web Services software version. (DESKTOP-2421)

Found In: 8.5.000.03 Fixed In: Will not be fixed

To make hyperlinks active in case data, you must specify URLs that are designated by one of the following transport protocol types: http://, https://, or ftp://. URLs without the transport protocol designation are treated as text. For example, http://www.my-site.com is recognized as a hyperlink, but www.my-site.com is not. (DESKTOP-2417)

Found In: 8.5.000.03 Fixed In: 8.5.200.42

Statistics are not displayed in the My Statistics and Contact Center Statistics views if there is an incorrect value specified for either the kpi.displayed-kpis or the statistics.displayed-statistics configuration options. Refer to the ''Workspace Web Edition Configuration Guide'' for a description of the valid values for these configuration options. (DESKTOP-2393)

Found In: 8.5.000.03 Fixed In: 8.5.200.18

Agents cannot enter Queue information when they log in to Workspace Web Edition. This functionality is not supported in this release. (HTCC-4628, DESKTOP-2286)

Found In: 8.5.000.03 Fixed In: 8.5.200.18

If an agent receives several consultation calls based on a single initial inbound call, the agent must mark each consultation call Done to close the case. Each one must be marked Done in reverse sequential order, starting with the latest one. (DESKTOP-2244)

Found In: 8.5.000.03 Fixed In: 8.5.100.23

When a call is conferenced to an agent, the phone number of the customer is not displayed in the interaction bar of the agent who accepts the conference; instead, the phone number of the agent who initiated the conference call is displayed. (DESKTOP-1927)

Found In: 8.5.000.03 Fixed In: 

Chat presented to an agent does not contain participant and transcript after a re-login due to the Workspace Web Edition & Services node stopping. (DESKTOP-3366 / HTCC-4507)

Found In: 8.5.000.12 Fixed In: 8.5.200.18

Web Services API

In some environments, MLM jobs for encrypted recordings may fail because of conflicting org.bouncycastle dependencies that are loaded in the incorrect order by Java Class Loader.

(HTCC-18525)

Found In: 8.5.200.76 Fixed In: 

If an agent is in the middle of handling an interaction and another process updates that same interaction in Universal Contact Server, any information the process adds (such as attached data or notes) is overwritten by information the agent adds.

(HTCC-15296)

Found In: 8.5.200.77 Fixed In: 

Limitation: A single agent in a contact center can't login to a backup Interaction Server that is running in primary mode. Workaround: Switch over to the primary Interaction Server.

(HTCC-8911)

Found In: 8.5.200.96 Fixed In: 

The Settings API allows POST access to the uri attribute when it should only allow GET access.

Workaround: Do not use POST to update the uri attribute.

(HTCC-19141)

Found In: 8.5.201.09 Fixed In: 

An extra pair of square brackets is included in the statusMessage returned by POST requests to the Settings API. (HTCC-19140)

Found In: 8.5.201.09 Fixed In: 

The Settings API does not include a PUT operation for updating the display name for settings groups.

Workaround: Delete the settings group and re-create the group to update the display name.

(HTCC-19137)

Found In: 8.5.201.09 Fixed In: 

The Settings API does not support updating angle brackets and back slashes.(HTCC-19130)

Found In: 8.5.201.09 Fixed In: 

Web Services always returns the 200 OK HTTP response on all API end points, including on creation which should return 201 Created. (HTCC-18985)

Found In: 8.5.201.09 Fixed In: 

If an agent is in the middle of handling an interaction and another separate process updates that same interaction in Universal Contact Server, any information the process adds (such as attached data or notes) is overwritten by information the agent adds. (HTCC-15296)

Found In: 8.5.200.86 Fixed In: 

When using Jetty v9.2.4+ as a container and CometD, you might see the following in the logs: ServletHandler:qtp386229603-14: java.lang.IllegalStateException: s=DISPATCHED i=false a=null This may result in disconnect messages being displayed to the client in Workspace Web Edition. (HTCC-12090)

Found In: 8.5.200.56 Fixed In: 8.5.200.64

If StartContactCenterSession fails after a device is assigned to a user via a specified place, the device stays assigned to that user. (HTCC-11806)

Found In: 8.5.200.56 Fixed In: 8.5.200.64

In a blended environment, it is impossible to change the global status if voice is out of service (and voice supports the requested new state). (HTCC-7987)

Found In: 8.5.200.56 Fixed In: 8.5.200.76

If a supervisor changes the state on an email or chat channel for an agent, the agent is not able to change the state back without logging in again. (HTCC-11785)

Found In: 8.5.200.56 Fixed In: 8.5.200.64

When an agent tries to assign an interaction to a contact more than once, only the result of the first attempt is recorded. (HTCC-11010)

Found In: 8.5.200.50 Fixed In: 8.5.200.56

A single agent in a contact center is unable to log in to a backup Interaction Server that is running in primary mode if a network connection to the primary Interaction Server is unavailable. (HTCC-8911)

Found In: 8.5.200.50 Fixed In: 

Team Communicator sometimes provides a bad counter when matching items for search on Interaction Queue and Routing Point objects. (HTCC-9644)

Found In: 8.5.200.42 Fixed In: 8.5.200.50

An agent cannot apply Mark Done on a chat in which the related contact has been deleted. (HTCC-9588)

Found In: 8.5.200.42 Fixed In: 8.5.200.50

Multimedia interactions (Email, Chat, Facebook, and Twitter) cause the following Voice statistics to display inaccurate values: Call Activity - Inbound, Outbound, Handle Time - Talk, Total, Average Call Time, and Average Calls/Hour. (HTCC-3128)

Found In: 8.5.100.23 Fixed In: 8.5.200.35

Limitation: The moving of objects between folders in Configuration Server is not supported. (HTCC-2783)

Workaround: If an object must be in a different folder, delete the object and recreate it in the correct folder.


When using an Avaya Communication Manager, the default action for the Transfer button during a voice consultation is a single-step transfer. This generates an error.
Workaround: To execute the desired single-step transfer, the agent must use the drop down menu to choose the Complete Transfer action. (DESKTOP-3374)

Found In: 8.5.100.23 Fixed In: 8.5.200.18

After an agent is forced to log in again by the Workspace Web Edition & Services node stopping, the chat presented to an agent does not contain a participant or transcript. (DESKTOP-3366)

Found In: 8.5.100.23 Fixed In: 8.5.200.18

The Interaction.DateCreated field code is not rendered when a standard response is inserted. Use Interaction.StartDate instead. (DESKTOP-3361)

Found In: 8.5.100.23 Fixed In: 

CRM Gplus Adapters

When an agent dials a number by using click-to-dial, the call shows Outbound Call to in Lead activity task. (HTCC-18409)

Found In: 8.5.200.98 Fixed In: 8.5.201.18

In scenarios where the agent's phone rings while establishing outbound SIP calls, the origin text displayed in the adapter may incorrectly show the agent's number as the destination instead of the customer. (HTCC-18409)

Found In: 8.5.201.09 Fixed In: 8.5.201.18

When processing the agent-status.not-ready-reasons option, the adapter matches values against the reason field. Workspace Web Edition matches against the name field, which can result in inconsistencies when both applications share the same configuration. (HTCC-16149)

Found In: 8.5.200.86 Fixed In: 8.5.200.96

The adapter doesn't correctly display the number of available agents in an agent group in Team Communicator. (HTCC-16148)

Found In: 8.5.200.86 Fixed In: 8.5.200.96

The adapter can take 5 to 10 seconds to load in some environments if the user refreshes after initially logging in. (HTCC-15658)

Found In: 8.5.200.86 Fixed In: 8.5.200.96

If focus following is disabled and an agent consults with another agent, the second agent doesn't receive a screen pop. (HTCC-15528)

Found In: 8.5.200.86 Fixed In: 8.5.200.96

Time-based statistic values in the My Statistics and Contact Center Statistics views are not formatted and display as a numeric value in seconds. (HTCC-14879)

Found In: 8.5.200.76 Fixed In: 8.5.200.96

Agent state timers are reset when the page is refreshed. (HTCC-14856)

Found In: 8.5.200.76 Fixed In: 8.5.200.86

Logging in and out of the adapter several times after handling multiple chats simultaneously might result in a duplicate display for chat in the channels view.

Workaround: Refresh the browser to reset the channels view.

(HTCC-14804)

Found In: 8.5.200.76 Fixed In: 8.5.200.86

If you configure the Web Services options for limiting the number of allowed CometD browser sessions, the adapter fails to load when opening more tabs than the server allows. (HTCC-14532)

Found In: 8.5.200.76 Fixed In: 8.5.200.86

Limitation: Beginning in release 8.5.200.64, customers who use the outbound preview feature are unable to take advantage of the updated user experience.


The Gplus Adapter for Salesforce does not show the Sorting by category button in Team Communicator when you click inside the favorites search results list. (HTCC-13364)

Found In: 8.5.200.64 Fixed In: 8.5.200.76

The Gplus Adapter for Salesforce does not show the Types menu on the favorites screen in Team Communicator. (HTCC-13369)

Found In: 8.5.200.64 Fixed In: 8.5.200.76

Incoming Call notification is still present after a call is moved back to a Route Point on Ring No answer scenario with logout action. (HTCC-11005)

Found In: 8.5.200.50 Fixed In: Not applicable as of 8.5.200.64.

Record is stack on user upon Force Unload campaign operation. (HTCC-10428)

Found In: 8.5.200.50 Fixed In: Not applicable as of 8.5.200.64.

Adapter does not allow to wrap up Outbound related calls with call result on blind transfer. No call found... error message is given. (HTCC-10366)

Found In: 8.5.200.50 Fixed In: Not applicable as of 8.5.200.64.

Show Outbound Record button is displayed for not Outbound related call. (HTCC-10664)

Found In: 8.5.200.50 Fixed In: Not applicable as of 8.5.200.64.

The Wrap Up screen never appears if the browser is refreshed immediately after Release Call. (HTCC-11187)

Found In: 8.5.200.50 Fixed In: Not applicable as of 8.5.200.64.

Outbound Record preview items might get stuck on adapter if Agent logs out or Campaign stopped while Agent has preview records. (HTCC-10273)

Found In: 8.5.200.50 Fixed In: Not applicable as of 8.5.200.64.

Gplus Adapter only shows the status bar if the agent disconnected right after answer call (HTCC-10666)

Found In: 8.5.200.50 Fixed In: 8.5.200.64

For Gplus Adapter for Salesforce, the following call center definition file located in the .war file:
/ui/cti/callcenterdef/CTIAdapterCallCenterDef.xml

is incorrectly named:
/ui/cti/callcenterdef/ExampleLocalAdapterCallCenterDef.xml. (HTCC-9596)

Found In: 8.5.200.42 Fixed In: 8.5.200.50

When using Gplus Adapter for Salesforce on the Avaya PBX, if the call type is reported as unknown when dialing an outbound call, the adapter will not show the dialing screen. The call can be controlled normally after the receiving party has answered.

Workaround: To avoid this problem, the Avaya TServer option set-call-type-on-dialing should be set to true.

(HTCC-9254)

Found In: 8.5.200.42 Fixed In: Not applicable as of 8.5.200.64.

During the call disposition process, the selected value is reset after being sent to the server but prior to saving the activity log in Salesforce, resulting in the NoDisposition value always being saved regardless of the selection. (HTCC-8644)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Gplus Adapter for Salesforce, after releasing the consult leg of a two-step conference without completing the conference, the adapter UI might not allow the agent to resume the main call and the page might need to be refreshed to correct the issue. (HTCC-8113)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Gplus Adapter for Salesforce, an agent cannot release consult call while dialing.

Scenario:

  1. Agent1 accepts Inbound call
  2. Agent1 initiates transfer/conference with Agent2.
  3. Agent2 does not answer the consult call.
  4. Release Call button in transfer view is visible and enabled.
  5. Agent1 clicks Release call in transfers view.
  6. Result is the UI is stuck, displaying Consultation Call... message.
(HTCC-8112)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Gplus Adapter for Salesforce, the icon for the Hold call button has been mistakenly understood as Mute instead of Hold. The icon will be updated in the future to more clearly represent the Hold operation. (HTCC-8111)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Gplus Adapter for Salesforce, the adapter requires the agent to set a disposition for calls even when they are abandoned or rejected and the agent has not spoken with the customer. (HTCC-7728)

Found In: 8.5.200.35 Fixed In: 8.5.200.50

When using Gplus Adapter for Salesforce, in some circumstances, the Drop Agent from Conference button and the Complete Transfer buttons might be disabled after the consulted agent answers the call.

Workaround: If this occurs, refreshing the page or releasing the consulted agent using the main Release button on the transfer screen and re-initiating might resolve the issue.

(HTCC-7320)

Found In: 8.5.200.35 Fixed In: 8.5.200.64

When using Gplus Adapter for Salesforce, when using the Delete and Start Over option to reconfigure a routing template for a queue, the previous values will still be present when editing the template. (HTCC-5507)

Found In: 8.5.200.35 Fixed In: Not applicable as of 8.5.200.64

When using Gplus Adapter for Salesforce, the adapter requires that the agent have a device assigned to login and work. If the agent does not have an assigned device, the adapter might fail to load and the agent might need to refresh the page and login again after having a supervisor correct the configuration. (HTCC-8411)

Found In: 8.5.200.35 Fixed In: Not applicable as of 8.5.200.64

After completing a conference using the Contacts tab in the transfer panel, if the resulting merged call is placed on hold, the adapter will incorrectly show the complete conference icon instead of the resume call icon. (HTCC-8400)

Found In: 8.5.200.35 Fixed In: 8.5.200.42

When using Gplus Adapter for Salesforce, if the original caller hangs up while a consultation is being established but before the second agent answers, the UI might not display properly and the page might need to be refreshed to correct any visual anomalies. (HTCC-8249)

Found In: 8.5.200.35 Fixed In: 8.5.200.64

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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.


There are no discontinued items for this product.


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Internationalization

Information in this section is included for international customers.


There are no internationalization issues for this product.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The documentation related to this software is available from the Web Services and Applications page on the Genesys Documentation website, and can be accessed by using the links below after sign-on through the Customer Care website.

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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