As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.
The following information applies to Genesys 7.6.x software and is important for you to note:
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.
In release 7.6.1, OCS includes a new optional capability that better optimizes predictive dialing by accepting notifications of
the estimated time for call completion from the agent. When these notifications are received, OCS calculates and delivers to Stat Server, through the OCC Extension, two new real-time statistics, CurrentTrustFactor
and
CurrentFeedbackAccuracy.
In order to receive the values for these statistics, so that they can be viewed in CCPulse+, Stat Server version 7.6.1 or higher with OCC Extension 7.6.1 or higher are required. These statistics will become available with the release of Stat Server 7.6.1.
Note: OCS 7.6.1 does not require Stat Server 7.6.1 and OCC Extension 7.6.1 to exercise the new predictive dialing optimization. The Stat Server and OCC Extension requirement is only associated with the ability for CCPulse+ to receive and display the values for the new statistics.
Beginning with release 7.6, OCS does not take into consideration or monitor the configuration state (State Enabled or State Disabled) of the DNs included in Places where agents log in to both an Agent Group and a Place Group that are used for a campaign. OCS considers an agent valid and available if the Place and Person configuration objects indicate State Enabled. In release 7.5, OCS checked the state of the first DN only in the DNs list configured for the Place where an agent logged in.
Outbound Contact Manager (OCM) version 7.2.003.xx is incompatible with OCM 7.6.000.xx and OCM 7.6.100.xx in the following deployment scenario:
An incompatibility issue occurs for shared components used by OCM, Configuration Manager, and CCPulse+. When uninstalling OCM, the procedure leaves these shared component files because they are still used by Configuration Manager/CCPulse+. OCM 7.6.000.xx and OCM 7.6.100.xx cannot function with these shared components.
To resolve this issue, do either of the following:
If OCS is used to run campaigns in the Progressive with seizing
or Predictive with seizing
dialing mode, Genesys recommends that you use Stat Server 7.6.000.18 or higher.
When an Interaction Server
application object is migrated from a release 7.2 (or earlier) environment, the object is labeled as a T-Server
-type application object. However, OCS release 7.6 searches only for Interaction Server
-type application objects for Push Preview
dialing mode. In order to enable OCS to find and connect to an Interaction Server in this scenario, you must create a new Interaction Server
-type application object that uses the same host and port properties as the original T-Server
-type application object.
In an environment that uses Universal Routing Server (URS) to distribute outbound calls to a campaign group as a target and where Outbound Contact Server (OCS) does not have a backup server, the Current Agent Assignment
statistic will not be modified after OCS exits abnormally. Therefore, URS may not be able to route inbound calls to some ready agents because these agents will remain assigned to the outbound activity. When OCS starts up again, URS will receive current agent assignment information again.
PARAXIP HMP sends a 480
message instead of a 404
message when a Special Intercept Tone (SIT) call result is detected. This causes OCS to incorrectly update the database.
In addition to the actual Voice Transfer Destination
DN, other DN types such as ACD Queue, Virtual Queue, Routing Point,
or Service Number
must be configured as Origination DNs
in the Agent Group
object or the Place Group
object. These types of DNs need to be specified so that OCS can monitor them in order to recognize "foreign" inbound or outbound traffic (such as calls that seize agents but were not issued by OCS on behalf of the Campaign Group) or to recognize that the ACD Queue
DN is configured as an overflow
DN.
You must not configure the same DN as an Origination DN
for more than one Agent Group
or Place Group
in predictive
dialing or progressive
dialing environments because the pacing algorithm may give incorrect statistics that may result in poor dialing ratios.
When Stat Server is operating on a UNIX platform and the java extension name contains capital letters, the statistics from that extension can be opened only by a statistical type if it is part of the statistical type definition in the Stat Server configuration.
Note: A statistic cannot be opened if it contains the statistical type occstatextension.jar:CurrentNumberChainsFinalized
displayed by CCPulse+ under the JavaCategory
.
When a record is added to a retrieved chain, OCS can deliver this record to the desktop even if the record is outside of the dialing filter. This can occur when the following conditions are true:
GSW_CHAIN_ID
attribute
of the chain that is currently on the agent's desktop or in OCS memory.OCS can violate the specified dialing order of records when the following scenario is true:
ORDER BY
clause.dbspace
is used for temporary table storage.DBSPACETEMP
environment variable or the ONCONFIG
parameter. This parameter can specify more than one dbspace
. For example:
DBSPACETEMP space_01, space_02, space_03
As a workaround, Genesys recommends that you configure one dbspace
variable for temporary table storage for either the Informix DBMS or the Informix client (specific session only). To configure a single dbspace
variable for the client, set the DBSPACETEMP
environment variable to a single dbspace
for the DB Server process.
Microsoft Windows limits each local system account by default to approximately 120 processes that are started by, or running as, Windows services. When the number of running processes reaches this limit, any attempt to start additional processes fails. 120 processes can quickly become too low a limit for Genesys applications, since Windows counts each DB Server's DBClient process as one process.
This issue might affect Outbound Contact deployments due to Outbound Contact's use of calling lists. Outbound Contact Server opens a new connection to the DB Server for every calling list that it loads into memory. Consequently, the DB Server internally starts a new DBClient process for every calling list, and could potentially start multiple DBClient processes for the same calling list if it is attached to different campaigns or to different groups.
Follow the procedure in the PRB: User32.dll or Kernel32.dll fails to initialize article on the Microsoft website (www.microsoft.com) to change the number of processes allowed in a Windows environment.
Genesys does not recommend installation of its components through a Microsoft Remote Desktop connection. The installation should be performed locally.
If you use a Sybase Adaptive Server as your DBMS and more than one calling list is using the same database table—that is, the calling lists refer to the same Table Access object in the configuration—Genesys recommends that you modify the default locking scheme on the database table in order for OCS to correctly maintain the weight rules for these calling lists. Follow this procedure:
alter table <table_name> lock datarows
Note: If the table contains several thousand or more calling records, the above SQL statement might take some time to execute.
In the Calling List details view, to allow the user to navigate in a timely manner through calling list tables with a large number of customer contacts (three to four thousand or more records in the calling list table), OCM 7.2 uses an auxiliary temporary table that is generated when the calling list is opened. The following paragraphs provide suggestions for the different DBMS types that use temporary tables (Microsoft SQL, Oracle, Sybase, Informix, and DB2).
Microsoft
SQL: Temporary tables are stored in the tempdb
database. On Microsoft
SQL (MS SQL) Server 7.0 and higher, the size of tempdb
is automatically
enlarged if required. However, with MS SQL 6.5, you must manually adjust the size of this database. When a large calling list is opened, the
size of tempdb
may become insufficient; in that case an error message
Out of space in tempdb
is returned by the DBMS and displays on the OCM GUI. To resolve this problem and to allow OCM 7.6 to process
large calling lists, increase the size of the tempdb
database.
Sybase:
The same considerations regarding the size of tempdb
as described above
for MS SQL also apply to Sybase. Check your Sybase system documentation
regarding the tempdb
database for details.
Informix:
Operations on large calling lists require sufficient space
in the dbspace
where temporary tables reside. You may need to increase
this size. The dbspace
where temporary tables are stored is defined by
the DBSPACETEMP ONCONFIG
parameter. Check your Informix system
documentation regarding temporary tables for details.
DB2:
Operations on calling lists require a temporary table. The DB2 engine
stores this temporary table in the User Temporary table space, which the database
administrator (DBA) should explicitly create. If this table space is absent,
an attempt to open a calling list in OCM results in the following error
message:
DB Server returned SQL error [IBM][CLI Driver][...] SQL0286N. A default
table space could not be found with a page size of at least <pagesize>
that authorization ID <user-name> is authorized to use.
To resolve this problem, ensure that a table space of the correct type (User
Temporary)
with a page size of at least <pagesize>
exists
and that the authorization ID <user-name>
has USE privilege
on this table space.
Oracle: On
versions of Oracle before 8.1.7, Oracle does not use temporary tables,
and OCM performs sorting in its memory when an ORDER BY
clause is issued.
Calling lists containing several thousand records may require additional
processing time, which may cause the DB Server to force OCM to disconnect
if OCM is too slow to respond. In this scenario, Genesys suggests that
you add more conditions to the filter to limit the number of retrieved
records (less than 2-3 thousand) or that you increase the value of the
db_timeout
option.
Working with large calling lists of several thousand or more records might affect the performance of the DBMS for outbound dialing with OCS. Follow these guidelines to improve the performance of the DBMS in this scenario.
If a dialing filter is used, Genesys recommends that you create indexes for all fields used in the dialing filter into "WHERE" and "ORDER BY" clauses in the filter. Create indexes using the available DBMS tools or using the following SQL statements:
CREATE INDEX <unique__index_name>
ON <calling_list_table_name> (<field_used_in_filter>)
If the data in a calling list table significantly changes, earlier indexes might become out of date. For example, if you create a calling list table and manually insert 10 customer contacts, then import into this table an additional 10,000 customer contacts, the indexes built on the table will become out of date. To avoid possible performance issues, before starting a campaign, update indexes in a table that has been changed significantly. To update indexes, you should recalculate statistics for the calling list table using the recommendations below for your DBMS type.
Note: Statistics are updated automatically when you create or recreate an index for an existing table.
Microsoft
SQL Server: Microsoft SQL Server versions 7.0 and later automatically
recalculate statistics when a table is significantly changed. The option
auto update statistics
(default = ON) controls recalculation.
If you are using an earlier version of SQL or if automatic statistic recalculation
is switched off, you can manually recalculate statistics by executing
the following statement:
UPDATE STATISTICS <calling_list_table_name>
This operation might be time-consuming depending on the size of the table. Refer to Microsoft SQL Server product documentation or your DBA for additional details.
Sybase: Use the following statement to manually update statistics for a calling list table:
UPDATE STATISTICS <calling_list_table_name>
This operation might be time-consuming depending upon the size of the table. Refer to Sybase product documentation or your DBA for additional details.
Oracle: To manually recalculate statistics for a calling list table that has been significantly changed, use the following statement:
ANALYZE TABLE <calling_list_table_name> COMPUTE STATISTICS
This operation might be time-consuming depending upon the size of the table. You can also use procedures from the DBMS_STATS package to recalculate statistics. Refer to Oracle product documentation or your DBA for additional details.
Informix: Use the following statement to manually update statistics for a calling list table:
UPDATE STATISTICS HIGH FOR TABLE <calling_list_table_name>
This operation might be time-consuming depending upon the size of the table. Refer to Informix product documentation or your DBA for additional details.
IBM DB2 must be properly configured to provide the ability to create and execute
Stored Procedures with the LANGUAGE SQL
option in the CREATE PROCEDURE
statement.
Refer to the IBM Support Website or DB2 product documentation for additional details.
If you are running Genesys software in a mixed operating system (Windows and another) environment and using multiple character sets, you must configure the default character set for the non-Windows operating system to match the Windows character set.
For example, if the
software is running in the Japanese Solaris environment, you must change
the default charset from EUC-JP
to Shift_JIS
(Windows character set) by typing the command set LANG="ja_JP.PCK"
in the SH Shell.
Starting with release 7.1, the Genesys setup procedures for Windows operating systems automatically install Genesys daemon applications as Windows Services.
The installation script on
UNIX cannot update configuration data for applications whose host computers
contain a dot (".") in their names. Therefore, when configuring
a Host
object in the Configuration Database, avoid using dots in the value
for the Host Name
property on the General
tab.
If you have to use an IP address
(such as 180.170.9.150
) or a full host name including the
domain name (such as server.genesyslab.com
), expect to receive a warning
during the installation of any application on this host. The warning message
tells you that the installation cannot find the specified object; as a
result, the installation script does not update the configuration data
for this application. If you see this warning, ignore it and continue with the installation.
After completing the installation, update the configuration data for an application you installed on this host as follows:
Properties
window for the Application object in Configuration Manager. Working Directory
, Command Line
, and Command
Line Arguments
on the Start Info
tab. Apply
and OK
to save configuration updates. run.sh
file to start the application, verify that the Working Directory
,
Command Line
, and Command Line Arguments
are
specified correctly in the run.sh
file. For Outbound Contact Server integration with the Call Progress Tone Detection (CPTD) feature on the PointSpan M6880 and Intecom "E" switches, note the following:
Note: The ISDN PRI trunks can be modified using PointSpan Trunk Groups (GRPS) in order for the switch to produce "busy" (NPB) and "reorder" (NPR) tones. However, these settings apply only to the stations connected to the digital lines and to the analog station cards. The PointSpan will not transmit these tones to the MSF card for call attempts made from ISDN PRI trunks.
Use the 32-bit executable file instead of the 64-bit executable file when you are using this server application on computers running the 64-bit version of the AIX operating system release 5.1, 5.2, or 5.3. The 32-bit executable file starts by default if you start an executable without specifying the bit version.