Release Note

Contents

Introduction

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

This release note applies to all 8.0 releases of Genesys Info Mart.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For specific information on any third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

If you are upgrading from a version prior to 8.0.101.12 and if you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Note: Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now correctly handles reason codes in agent data that is provided by Interaction Concentrator (ICON) releases 8.0.000.40 and greater (including all ICON 8.1 releases). Genesys Info Mart continues to process reason codes correctly for agent data from ICON release 8.0.000.39 or earlier. Previously, because of changes in the sequencing logic on the ICON side, Genesys Info Mart might have stored an incorrect end time for reason codes in agent data from ICON releases 8.0.000.40 and greater. (ER# 288489763)

During transformation of Voice details, the transformation job no longer fails when, as a result of incomplete merge of long-living calls, the GIDB_G_ROUTE_RESULT_V table contains records that have the same virtual queue ID (VQID, stored in the GSYS_EXT_VCH1 field) but refer to calls with different RootIRIDs. Previously, in this situation, the transformation job failed and generated the following exception:

DBError=CONSTRAINT_VIOLATION_UNIQUENESS_VIOLATION; ORA-00001: unique constraint (INFOMART.I_S_VQ_BY_RR) violated
    at com.genesyslab.gim.etl.exceptions.SQLExceptionTranslator.translate(SQLExceptionTranslator.java:20)

(ER# 285645500)

The transformation job no longer fails because of inconsistent virtual queue data. Instead, Genesys Info Mart logs a warning message about the data inconsistency and continues processing. The warning message is similar to the following:

Interaction(...) - ignoring unexpected VQ(...) information from...

Previously, the transformation job failed with the following java.lang.ClassCastException:

com.genesyslab.gim.etl.jobs.transform.voice.Mediation cannot be cast to
com.genesyslab.gim.etl.jobs.transform.voice.RouteResultMediation

(ER# 285287091)

Genesys Info Mart is no longer susceptible to transformation delays in configurations where ICON is started as a client of Configuration Server or Configuration Server Proxy (Proxy). Previously, when the ICON(s) were started with a connection to Configuration Server and then restarted with connection to Proxy, or vice versa, Genesys Info Mart considered each Configuration Server or Proxy to be a separate data source. As a result, the transformation job might postpone transformation indefinitely because of apparently delayed data from the separate data sources. (ER# 285041308)

The precision of the numeric data types for the MEDIA_SERVER_ROOT_IXN_ID and MEDIA_SERVER_IXN_ID fields in the INTERACTION_FACT table has been increased to 20, to accommodate larger numbers. Previously, when T-Server generated very large numeric connection IDs, the transformation job might fail with errors similar to the following:

ORA-01438: value larger than specified precision allowed for this column

(ER# 284991874)

In high availability (HA) deployments, the transformation job no longer fails after switchover when parties with the same PartyID have different PARTYGUIDs. This situation can occur if the ICONs in the HA set record the same interaction differently. During after-call work (ACW) processing, if the transformation job encounters multiple PARTYGUIDs that correspond to the same PartyID, it assigns ACW to the party with the lowest PARTYGUID. Previously, duplicate PartyIDs resulted in a cardinality violation that caused the transformation job to fail. (ER# 284776333)

In HA deployments, Genesys Info Mart is no longer at risk of ceasing to extract data because of unsynchronized data sources. Previously, when ICON switched between unsynchronized HA data sources, Genesys Info Mart might ignore an apparently overlapping data source session and delay the next extraction job indefinitely. (ER# 283898777)

Genesys Info Mart now correctly creates an Interaction Resource Fact (IRF) record for a Strategy party when the strategy stops an inbound multimedia interaction. Previously, Genesys Info Mart did not create an IRF for the Strategy party in this situation. One consequence of this problem was that user data that was set by the Strategy party was not visible in the Info Mart database, because user data must be associated with an IRF. (ER# 281528512)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

If you are upgrading from a version prior to 8.0.101.12 and if you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Note: Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now correctly reports CUSTOMER_TALK_DURATION in the following scenario:

1. A consultation call is made to an agent.
2. The call is redirected to another agent, who answers the call.
3. The consultation call is merged into a conference.
4. The customer leaves the conference, but the agents continue to talk for a time.

Previously, the value that Genesys Info Mart reported for CUSTOMER_TALK_DURATION included the time after the customer left the call.

Note: In a multi-site conference scenario, Genesys Info Mart is not able to detect if the customer leaves the conference first. As a result, the value that Genesys Info Mart reports for CUSTOMER_TALK_DURATION in the INTERACTION_RESOURCE_FACT record for the conferenced agent still includes the time after the customer left the call.

(ER# 282721690)

Job_MigrateGIM no longer fails on partitioned Oracle databases because of an incorrectly specified schema version. Previously, Job_MigrateGIM failed after the update_gim8.0.102.01_partitioned.sql script was applied. (ER# 281323907)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

If you are upgrading from a version prior to 8.0.101.12 and if you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.100.03 and Interaction Concentrator 8.0.000.39.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now correctly terminates stuck agent sessions, states, and after-call work (ACW). Previously, such sessions, states, and ACW were not always terminated on a stuck data timeout.

Note: The default value of the max-session-duration-in-hours option is twenty-four hours. To avoid performance impact on aggregation and to prevent reports from containing unrealistically long agent sessions and states, Genesys recommends that you specify a value for the option consistent with the actual maximum duration for agent sessions. (ER# 281108301)

Job_TransformGIM no longer creates duplicates in the GIDB_GC_GROUP table. Previously, these duplicates caused Job_TransformGIM to fail with the following type of exception: "ORA-00001: unique constraint (GIM_ETL.I_CGSEF_SID) violated."

(ER# 281029514)

Genesys Info Mart now correctly handles call flows in which a call is routed from a virtual queue at one site to an agent at another site and the time at the source site is ahead of the time at the target site. Previously in such scenarios, the INTERACTION_RESOURCE_FACT table was missing values for the MEDIATION_SEGMENT_ID and the MEDIATION_RESOURCE_KEY fields, the MEDIATION_SEGMENT_FACT table contained the value NULL for the TARGET_IXN_RESOURCE_ID field, and the technical result was incorrectly set to DIVERTED/UNSPECIFIED. (ER# 280652549)

Job_ExtractICON no longer reports an exception about the PK_GX_SES_EP_MM primary key in the GIDB_GX_SESSION_ENDPOINT_MM table when agents log in to multiple 3rd Party Media. (ER# 280409956)

For "route-thru-queue" scenarios when the msf-target-route-thru-queue configuration option is set to true, Genesys Info Mart now sets the values in the MEDIATION_SEGMENT_ID and MEDIATION_RESOURCE_KEY fields in the INTERACTION_RESOURCE_FACT table to the MEDIATION_SEGMENT_ID and RESOURCE_KEY of the MEDIATION_SEGMENT_FACT row representing the virtual queue that routed the call to the agent via an ACD queue. Previously, Genesys Info Mart set the values of the MEDIATION_SEGMENT_ID and MEDIATION_RESOURCE_KEY fields to the MEDIATION_SEGMENT_ID and RESOURCE_KEY of the MEDIATION_SEGMENT_FACT row that represented the mediation resource (ACD queue) immediately preceding the handling resource. (ER# 280409762)

Genesys Info Mart no longer restarts Job_AggregateGIM when it receives notifications about configuration changes. Previously, Genesys Info Mart restarted Job_AggregateGIM whenever the configuration changed while the aggregation job was running. (ER# 280409692)

When Genesys Info Mart creates the RESOURCE_GROUP_COMBINATION row for a virtual queue, the value of the TENANT_KEY now correctly references the tenant to which the virtual queue belongs. Previously, the TENANT_KEY was sometimes erroneously set to 0. (ER# 280214823)

The data type for the CREATE_AUDIT_KEY and UPDATE_AUDIT_KEY columns in Info Mart fact and dimension tables has been changed to a numeric format with precision of 19 digits.

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Supported Operating Systems

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

If you are upgrading from a release prior to 8.0.101.12 and using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.100.04 and Interaction Concentrator 8.0.000.39.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now correctly determines the relationship between the parties and transforms call flows in the following scenario:

1. A call is diverted from one DN to another DN.
2. Interaction Concentrator does not provide the PARENTPARTYID.
3. The parent interaction has unambiguous information about the destination DN.

Previously, Genesys Info Mart produced an incorrect number of INTERACTION_RESOURCE_FACT records for such scenarios. (ER# 279149518)

Genesys Info Mart now recognizes the target party in scenarios in which a call is routed from a Route Point at a site running Cisco CallManager to another monitored site. Previously in such scenarios, if ICON reconstructed the external party as a child of the Routing Point party, Genesys Info Mart considered this external party as the target and, as a result, generated an incorrect number of INTERACTION_RESOURCE_FACT records with incorrect technical results. (ER# 279037353)

Genesys Info Mart now reports correct CUSTOMER_* metrics in the INTERACTION_RESOURCE_FACT table in scenarios in which an inbound call is received by SIP server and routed to another SIP Server. Previously in such scenarios, the order in which events were processed could vary, and, as a result, the value for CUSTOMER_* durations in the INTERACTION_RESOURCE_FACT table was sometimes reported as 0 (zero). (ER# 278616840)

Genesys Info Mart no longer advances the extraction window after a failed run of Job_ExtractICON. Previously, Genesys Info Mart sometimes lost data when the extraction window advanced farther than the extract-data-stuck-threshold as a result of an extraction job failing. (ER# 278190757)

Job_TransformGIM now correctly recovers from an Oracle RAC node switchover. Previously, Job_TransformGIM failed after an Oracle RAC switchover because it was not able to re-acquire the master lock. (ER# 277512691)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

If you are using more than one instance of Outbound Contact Server (OCS), contact Genesys Technical Support for instructions on how to migrate to the latest release without loss of Outbound Contact data.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.100.03 and Interaction Concentrator 8.0.000.39.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now transforms data from all Outbound Contact Servers (OCSs) simultaneously, increasing the speed with which Outbound Contact data can be processed in environments with multiple OCSs. Previously, Genesys Info Mart transformed data from different OCSs sequentially. (ER# 278239311)

Genesys Info Mart no longer reregisters with Configuration Server for DN notifications about all DNs every time a DN is changed. (ER# 277876058)

Genesys Info Mart no longer attempts to execute partitioning SQL scripts on a DBMS that does not support them. Previously, Genesys Info Mart generated the following error message when attempting to run make_gim.sql on a Microsoft SQL Server database without partitioning support:

Partition function can only be created in Enterprise edition of SQL Server. Only Enterprise edition of SQL Server supports partitioning.

Note: This error message did not affect Genesys Info Mart functionality. (ER# 277375901)

Genesys Info Mart can now identify and bypass inconsistent data of the following type: when some of an interaction's party history indicates that the party is external, while other party history records indicate that the same party is a mediation device. Previously, this type of inconsistent data caused Job_TransformGIM to fail with a NullPointerException. (ER# 277287934)

Genesys Info Mart now correctly handles configurations in which an ETL window overlaps the beginning of the day, resulting in the etl-start-time greater than the etl-end-time. Previously, Genesys Info Mart did not adjust the etl-start-time, and as a result, the ETL cycle ended prematurely at 00:00 (midnight) and did not restart until the next etl-start-time was reached. (ER# 277009431)

Job_MaintainGIM no longer fails under the following conditions:

• The Genesys Info Mart database is a partitioned Microsoft SQL Server database.
• Genesys Reporting and Analytics Aggregates is installed and operational.

Previously, Job_MaintainGIM failed and logged an error message similar to the following:

SQLSTATE=S0001; error code=4965; ALTER TABLE SWITCH statement failed. Column 'DURATION_BUCKET' in table 'dbo.INTERACTION_RESOURCE_FACT' is computed column but the same column in 'dbo.TMP__INTERACTION_RESOURCE_FACT' is not computed.

(ER# 276347891)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.100.03 and Interaction Concentrator 8.0.000.39.

The following new feature was introduced in this release of Genesys Info Mart:

• You can now specify how Genesys Info Mart handles errors related to missing records in the GIDB_GC_GROUP table, in particular, when the campaign that is encountered during the transformation of outbound data refers to a group that is not present in the GIDB_GC_GROUP table (that is, the GROUPID column in the GIDB_GO_CAMPAIGN table contains IDs that are missing from the GIDB_GC_GROUP table). Previously, in this scenario, Genesys Info Mart incorrectly populated the TenantKey of Outbound campaign related fact tables for any records associated with missing groups, with a value of zero (0).

  A new configuration option, which is located in the [error-policy] section of the Genesys Info Mart Application object, has been introduced to control how Genesys Info Mart handles errors related to missing records in the GIDB_GC_GROUP table:

  error-policy-campaign-group-missing

  Default value: exception

  Valid Values:

  • exception–This causes Job_TransformGIM to fail.
  • resume–Genesys Info Mart ignores the missing data and continues with processing. In this case, the record associated with the missing group column TENANT_KEY in all Outbound related fact tables will be populated with the value -1 (UNKNOWN).

  Changes take effect: On the next ETL cycle

Corrections and Modifications

This release of the product contains the following correction and modification:

For scenarios where a virtual queue spans multiple routing points (for example, busy treatment), Genesys Info Mart now correctly calculates the start time for the MEDIATION_SEGMENT_FACT (MSF) table, as the moment a call enters the virtual queue. Previously, Genesys Info Mart incorrectly calculated a start time in the MSF table, when the call was diverted to the last routing point. This also caused incorrect values in the MEDIATION_DURATION field and, in some cases, in the MET_THRESHOLD_FLAG field. (ER# 276110631)

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Supported Operating Systems

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.100.03 and Interaction Concentrator 8.0.000.39.

The following new feature was introduced in this release of Genesys Info Mart:

• You can now specify which party is recorded as the target in the MEDIATION_SEGMENT_FACT (MSF) table when a call is routed from a routing point through an ACD queue to an agent using Direct Agent Call functionality (such as Avaya�s). This new functionality is controlled by the following new configuration option, located in the [gim-transformation] section of the Genesys Info Mart Application object:

  msf-target-route-thru-queue

  Default value: false

  Valid Values:

  • false–Genesys Info Mart uses the party immediately following the routing point as the target. In the scenario described above, the target would be the ACD queue.
  • true–Genesys Info Mart considers the next handling resource as the target. In the scenario above, it would be the agent to whom the ACD queue diverts the call.

  Changes take effect: At the next run of Job_TransformGIM

  Setting this option to true forces Genesys Info Mart consider the party to which the ACD queue diverts the call as the target of the virtual queue distribution as well, so if the call was ultimately answered by an agent, the first MSF row result is AnsweredByAgent and the TARGET_IXN_RESOURCE_ID is filled for both MSF records. If set to false, Genesys Info Mart considers the ACD queue itself as the target of virtual queue distribution. In this case, the first MSF result is Diverted/Unspecified and the TARGET_IXN_RESOURCE_ID is NULL.

  Note: This option takes effect only if a route-thru-queue scenario is detected.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now correctly creates MEDIATION_SEGMENT_FACT table rows when the time on the host on which Universal Routing Server (URS) is running lags behind the time on the host on which T-Server is running.

Note: The time difference between the hosts must not be greater than the values specified in the max-time-deviation and max-call-duration configuration options. (ER# 274951026)

Genesys Info Mart now correctly updates the TIME_ZONE table after a time zone is updated in the Configuration Layer. (ER# 274885455)

Genesys Info Mart no longer limits the number of groups to which an agent can be assigned. Previously,Genesys Info Mart did not support configurations in which an agent was assigned to more than 200 Agent Groups. (ER# 274864904)

Genesys Info Mart now reports a correct technical descriptor in the scenario in which a mediation IVR (a nonself-service IVR) transfers a call using a single-step transfer to an agent, either directly or via an intermediate Routing Point. Previously in such scenarios, an incorrect technical descriptor with role = RECEIVEDTRANSFER and result = TRANSFERRED was reported, whether the agent then transferred the call to someone else or not. (ER# 274627670)

Genesys Info Mart now correctly transforms Outbound Contact data using custom time zones. Previously, the transformation job would fail and Genesys Info Mart would generate the following message:

2011-05-03 16:06:45,097 WARN ecp-1-13 20049 Job step 'Outbound' failed com.genesyslab.gim.etl.jobs.transform.TransformException: java.lang.IllegalArgumentException: Illegal start day 37.

(ER# 274196951)

The week-day name stored in the CAL_DAY_NAME column of the DATE_TIME table now corresponds to the actual day. Previously, the value in the CAL_DAY_NAME column depended on the value set in the first-day-of-week option. (ER# 272764801)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.100.03 and Interaction Concentrator 8.0.000.39.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Job_TransformGIM no longer fails when an agent is assigned to more than 100 groups simultaneously. Furthermore, if an agent is assigned to more than 200 groups, Genesys Info Mart discards the group combination associated with this agent and logs an error message that indicates what group combination was discarded and for what agent. The RESOURCE_GROUP_COMBINATION_KEY field in the INTERACTION_RESOURCE_FACT table stores the value of -1 (UNKNOWN) for the records associated with a discarded group combination.

Previously, Job_TransformGIM failed and generated the following exception when encountering such agent group configuration data:

Caused by: com.genesyslab.gim.etl.exceptions.UncategorizedSQLException: executeUpdateAndGetGeneratedKeys; Uncategorized SQLException for SQL [INSERT INTO GENWWIMART.STG_RESOURCE_GROUP_COMB (TENANT_KEY,GROUP_COMBINATION_STRING,GROUP_COUNT,CREATE_AUDIT_KEY,UPDATE_AUDIT_KEY,GROUP_COMBINATION_KEY) VALUES (101, ... ,0, GENWWIMART.S_STG_RESOURCE_GROUP_COMB.nextval)]; SQLSTATE=72000; error code=12899; DBError=UNCATEGORIZED; ORA-12899: value too large for column "GENWWIMART"."STG_RESOURCE_GROUP_COMB"."GROUP_COMBINATION_STRING" (actual: 521, maximum: 512)

(ER# 271343731)

This release of Genesys Info Mart reports a correct technical result in the multi-site scenario in which a call is diverted from a virtual queue on one site to an agent on another site through an external routing point. When the agent answers the call, Genesys Info Mart now reports the technical result of DIVERTED/ANSWEREDBYAGENT for the MEDIATION_SEGMENT_FACT record related to the virtual queue on the first site from which the call was diverted. Previously in such scenarios, an incorrect technical result of DIVERTED/UNSPECIFIED was reported. (ER# 273995888)

When Genesys Info Mart merges voice interactions, it now uses two different values for the stuck threshold timeout. The value of the max-call-duration configuration option determines the stuck threshold timeout for G_IS_LINK records while the same value is multiplied by two (2 * max-call-duration) to determine the stuck threshold timeout for G_IR/G_CALL records. Previously, for calls with durations equal to half of the max-call-duration value or longer, the merge operation could consider IR/CALL records as stuck before the data for the entire call was extracted. This behavior resulted in calls being merged incorrectly in GIDB and, subsequently, in incorrect or missing transformed calls being stored in INTERACTION_FACT, INTERACTION_RESOURCE_FACT, and other tables. (ER# 274211301)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.100.03 and Interaction Concentrator 8.0.000.35.

The following new feature was introduced in this release of Genesys Info Mart:

• A safeguard mechanism has been implemented that prevents more than one instance of Genesys Info Mart Server from accidentally accessing a single Info Mart database. This functionality is intended to ensure safe restart of Genesys Info Mart when a restart is performed manually or automatically by the Management Layer.

  Genesys Info Mart Server generates the following log event when it finds at startup that another instance has the exclusive access to the Info Mart database:

  55-20154|STANDARD|GIM_ETL_SERVER_NO_MASTER_LOCK|GIM database master lock is not held.

  Note: This feature is available only for the Oracle RBDMS. (ER# 273075993)

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Job_TransformGIM no longer fails when one set of metrics related to a single Campaign List is extracted in two steps (that is, by two extraction jobs). Previously in such scenarios, Job_TransformGIM failed and generated the following exception:

SQLSTATE=23000; error code=515; DBError=CONSTRAINT_VIOLATION_NOT_NULL_VIOLATION;
Cannot insert the value NULL into column 'TOTAL_RECORDS', table 'GIM.dbo.TMP_CML';
column does not allow nulls.

(ER# 272943244)

Job_ExtractICON no longer generates a StackOverflowError message and then exits unexpectedly when there is a large number of DSS sessions (20,000 or more) in Interaction Concentrator databases. (ER# 272662921)

In environments with several Interaction Servers, Genesys Info Mart now correctly extracts data generated by all of the Interaction Servers while processing a backlog. Previously, while processing a backlog in such an environment, Genesys Info Mart sometimes failed to extract data that was generated before an additional Interaction Server started to produce data. (ER# 271978015)

Genesys Info Mart running with a high availability deployment of Interaction Concentrators that are configured with role=cfg no longer returns more than one row of transformed configuration facts in response to a single row subquery. Previously, such a subquery returned multiple rows, which resulted in an ORA-01427 error in Oracle deployments. (ER# 271489763)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.001.01 and Interaction Concentrator 8.0.000.35.

The following new feature was introduced in this release of Genesys Info Mart:

• Genesys Info Mart now supports multiple Interaction Servers per Interaction Concentrator instance.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Job_TransformGIM now updates active records in the INTERACTION_RESOURCE_FACT table by setting ACTIVE_FLAG=0 and END_TS=G_CALL.TERMINATED_TS when an interaction is terminated. Previously, in some call-in-the-past scenarios when Interaction Concentrator failed to update the value for G_PARTY.TERMINATED_TS (the value remained 0), Job_TransformGIM left the associated records in the INTERACTION_RESOURCE_FACT table as active (with ACTIVE_FLAG=1 and END_TS=1767224700). In this situation, Job_AggregateGIM calculated incorrect—extremely large—durations for the affected interactions. (ER# 271869816)

Genesys Info Mart now correctly extracts data in following scenarios:

• T-Server and Universal Routing Server are on different hosts and the hosts have a time discrepancy.
• There are more than 200 records in the ICON G_DSS_* table.

Previously in such scenarios, Job_ExtractICON missed some records in the GIDB_G_PARTY_HISTORY_MM table, which caused Job_TransformGIM to set abnormal values in the following columns of the INTERACTION_RESOURCE_FACT table: MEDIATION_DURATION, QUEUE_DURATION, ROUTING_POINT_DURATION, and START_TS. As a result, Job_AggregateGIM would fail with an arithmetic overflow error. Now Job_TransformGIM populates these columns correctly, which prevents Job_AggregateGIM from experiencing the arithmetic overflow error. (ER# 271344120, 271691478)

In scenarios in which an instance of Job_AggregateGIM is running and at least one of the configuration options or database parameters listed below is changed, Genesys Info Mart now generates the following log message: 20153|STANDARD|GIM_CONFIG_OPTION_UPDATE_REQUIRES_GIM_RESTART | Dynamic updates of the %s option are not supported. Restart of GIM Server is required. Genesys recommends that you set an alarm on this error message and restart Genesys Info Mart following this error.

The affected configuration parameters are as follows:

• The jdbc-url configuration option.
• The aggregation-engine-class-name configuration option.
• The username for the Info Mart database.
• The password for the Info Mart database.

Previously in this scenario, Genesys Info Mart attempted to restart Job_AggregateGIM. (ER# 271090791)

Genesys Info Mart no longer misses one or more interactions when there are multiple customer e-mails in a threaded interaction. Previously, during transformation of a threaded interaction, Genesys Info Mart missed this interaction if one of following conditions was true:

• The start time of the original interaction (the first e-mail) associated with the current interaction was earlier than the start time of any of the interactions that were stored in GIDB during the interaction's data transformation.
• On partitioned databases, the start time of the original interaction associated with the current interaction was earlier than the start time of any active (not terminated) interactions during the interaction's data transformation.

Note: In such cases, the value of the MEDIA_SERVER_ROOT_IXN_ID in the INTERACTION_FACT table may be set to null. If this occurs, you can still determine the root interaction in the thread because the MEDIA_SERVER_ROOT_IXN_GUID column contains the root interaction GUID. (ER# 270891016)

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Supported Operating Systems

New in This Release

This is a hot fix release of Genesys Info Mart. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.001.01 and Interaction Concentrator 8.0.000.35.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now verifies the time ranges in notifications sent to Genesys Interactive Insights (GI2) and Reporting and Analytics Aggregates (RAA). Previously, notifications to GI2 or RAA sometimes contained invalid time ranges in which the START timestamp was later than the END timestamp. (ER# 270341574)

You can now start Job_AggregateGIM from the Genesys Info Mart Administration Console. Previously, an attempt to start Job_AggregateGIM from the Genesys Info Mart Administration Console would fail and the following error message would be written to the log: Invalid value for parameter '-job'. Value='Job_AggregateGIM'. (ER# 270329941)

Genesys Info Mart Server can now receive connection requests from Genesys Info Mart Administration Console on all TCP/IP network interfaces. Previously, Genesys Info Mart Server would open a TCP/IP listener on only one of the available TCP/IP network interfaces. (ER# 268959213)

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Supported Operating Systems

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.001.01 and Interaction Concentrator 8.0.000.35.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

During transformation of data, Genesys Info Mart no longer creates a row with a duplicated MEDIATION_GUID in call flows in which a call from one ACD is diverted both to itself and to another parallel diverting device, such as a Routing Point or another ACD queue. Previously, the duplicated MEDIATION_GUIDs resulted in a unique constraint violation on the I_S_VQ_BY_RR index while inserting the data into the STG_VQ_BY_GROUTERESULT table. (ER# 269529744)

Job_MigrateGIM no longer fails during upgrade of the Genesys Info Mart database schema from an earlier release to 8.0.100.12. Previously, when the Info Mart database contained data, but none of the data came from Outbound Contact Server, Job_MigrateGIM failed with the following error: SQLServerException: Cannot insert the value NULL into column �HWM_VALUE�, table �InfoMart.dbo.CTL_TRANSFORM_HWM�; column does not allow nulls. (ER# 269347291)

Genesys Info Mart now tries to re-establish connection with both primary and backup Configuration Servers in warm standby high availability (HA) configurations after a simultaneous failure of both the primary and backup Configuration Servers. Previously, Genesys Info Mart tried to re-establish connection only to the primary Configuration Server. (ER# 269020482)

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Supported Operating Systems

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.001.01 and Interaction Concentrator 8.0.000.35.

The following new features were introduced in this release of Genesys Info Mart.

• Support for Microsoft SQL Server Partitioning—Genesys Info Mart supports partitioning of the Info Mart database in Microsoft SQL Server 2005 and Microsoft SQL Server 2008 deployments. Genesys Info Mart provides SQL scripts to create a partitioned database schema out of the box, and Genesys Info Mart jobs automatically create and maintain the partitions.

• Additional Attached Data Fields—Genesys Info Mart provides support for two new predefined attached data key-value pairs (KVPs), Revenue and Satisfaction:

  • New columns, Revenue and Satisfaction, have been added to the IRF_USER_DATA_GEN_1 table.
  • The sample Interaction Concentrator (ICON) attached data specification that is included with the Genesys Info Mart IP now also specifies Revenue and Satisfaction as KVPs to be stored by ICON.

• Multimedia Data Transformation

  • In release 8.0.0, Genesys Info Mart supported extraction of 3^rd Party Media interactions but did not transform them. Starting with release 8.0.1, the transformation job transforms all multimedia interactions, including 3^rd Party Media interactions.
  • This release introduces dynamic support for adding new media types that are encountered during transformation of multimedia interactions. When Genesys Info Mart encounters an unknown media type, the transformation job automatically adds a new media type to the MEDIA_TYPE table, and it includes the new media type when it transforms data.
  • A new column, IS_ONLINE, has been added to the MEDIA_TYPE dimension table as a flag to indicate whether the corresponding media type is associated with online or offline interactions.
  • This release introduces dynamic support for new multimedia interaction subtypes. When Genesys Info Mart encounters a new interaction subtype, it automatically adds the subtype to the INTERACTION_TYPE table and includes the new subtype when transforming data.
  • A new column, IGNORE, in the INTERACTION_TYPE table enables you to disable transformation of multimedia interactions of a specified subtype.
  • Two new Interaction Types have been added, INBOUNDREPORT and INBOUNDDISPOSITION. By default, these fields are set to IGNORE=1 (they will not be transformed).

• Configured Thresholds by Media Type—For the answer and abandon thresholds that were supported in release 8.0.0, Genesys Info Mart now supports configuration of the thresholds separately for each media type. You can configure the thresholds:

  • Per media type
  • Per tenant per media type
  • Per tenant per media type per DN

• New configuration sections and options have been added in the Genesys Info Mart Application and in supporting objects, and the scope of some existing options have changed. In particular:

  • short-abandoned-threshold and q-short-abandoned-threshold-voice in the [gim-etl] configuration section now control thresholds for voice calls only, and similar options in new [gim-etl-media-<media type>] sections (in the Genesys Info Mart Application object) or [gim-etl-media] section (in the Media Type Business Attribute object for the tenant) control equivalent, media-specific thresholds for multimedia interactions at the application and tenant levels, respectively.
  • The queue answer threshold, which used to be controlled for all multimedia interactions by the q-answer-threshold-mm option in the [gim-etl] section, is now controlled separately by media-specific q-answer-threshold options in [gim-etl-media-<media type>] or [gim-etl-media] sections at the application, tenant, switch, DN, or script levels.
  • By default, the Genesys Info Mart Application includes new configuration sections for specifying thresholds for Genesys/eServices e-mail and chat interactions—[gim-etl-media-email] and [gim-etl-media-chat]. If you want to customize media-specific thresholds for other media types, you must add the required [gim-etl-media-<media type>] configuration section and options to the Genesys Info Mart Application.

• Migration Job—A new job, Job_MigrateGIM, now performs all the necessary database updates to migrate from any 8.0.0 release of Genesys Info Mart to release 8.0.1.

• Platform Support—Platform support for the Genesys Info Mart Administration Console has been extended to include Windows 7.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

When Genesys Info Mart transforms scenarios that include an immediate (mute) transfer from an ACD queue or virtual queue back to the same queue, Genesys Info Mart now correctly determines the parent INTERACTION_RESOURCE_FACT. Previously, the failure to determine the correct parent INTERACTION_RESOURCE_FACT caused an infinite loop, which resulted in high CPU consumption and then job failure after a one-hour timeout. In addition to a correction for this issue, Genesys Info Mart also now includes a mechanism to identify infinite loops. (ER# 268250721)

Job_TransformGIM no longer fails when ICON provides duplicate information in the GSYS_EXT_VCH1 field of the G_ROUTE_RESULT table, referenced to the VQID key of the G_VIRTUAL_QUEUE table. Previously, duplicate information that was provided by Interaction Concentrator in the G_ROUTE_RESULT table could sometimes cause Job_TransformGIM to fail with the following exceptions:

Job step 'CORE_MM' failed - java.sql.SQLException: The CREATE UNIQUE INDEX statement terminated because a duplicate key was found for the object name 'dbo.TMP_UPDATE_MSF_MD_MM' and the index name 'I_T_UD_MSF_MD_MM_ID'. (ER# 262907993)

Cannot insert duplicate key row in object 'dbo.STG_VQ_BY_GROUTERESULT' with unique index 'I_S_VQ_BY_RR'. The duplicate key value is� (ER# 268198968)

Job_TransformGIM now recognizes the last chunk of extracted data correctly. Previously, when Job_TransformGIM had a large number of unprocessed chunks in the Info Mart database (more than the value set in the max-chunks-per-job configuration option), Job_TransformGIM calculated the last chunk incorrectly. As a result, Genesys Info Mart might sometimes transform the same chunk of data twice and cause Job_TransformGIM to fail with the following exception:

Violation of PRIMARY KEY constraint 'PK_INTERCTN_FT'. Cannot insert duplicate key in object 'dbo.INTERACTION_FACT'. The duplicate key value is� (ER# 267781059)

In scenarios in which a consultation call was cleared from a virtual queue, Genesys Info Mart now correctly reports the value of the TECHNICAL DESCRIPTOR in the MEDIATION_SEGMENT_FACT table as ReceivedConsult/Cleared/*. Previously, Genesys Info Mart incorrectly reported the value as Unspecified/Unspecified/Unspecified/Unspecified. (ER# 267226981)

Job_TransformGIM no longer generates the following error message: Violation of PRIMARY KEY constraint 'PK_T_UP_S_SM_RSRF_V'. Previously, this recoverable error occurred in some intraday transformation scenarios. (ER# 265594428)

Job_TransformGIM no longer fails and generates an error message about a violation of the unique I_T_UD_KEYS_KV_V_ID constraint. (ER# 262426125)

Job_ExtractICON now correctly updates high-water marks for all data sources, including inactive data sources (that is, a data source, such as T-Server or Interaction Server, that is configured, but provides no data because it has never been running). Previously in deployments with inactive data sources, transformation was delayed indefinitely. Job_TransformGIM did not transform the current chunk and generated the following error message: Transformation of chunk ... has been postponed due to delayed data. (ER# 268805163)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.001.01 and Interaction Concentrator 8.0.000.35.

No new features were introduced in this release of Genesys Info Mart.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Job_TransformGIM no longer fails when it processes an interaction flow with an incorrect party ordinal in IDB. Previously for some call-in-the-past scenarios (such as when Interaction Concentrator was restarted while some interactions were in progress), when IDB contained parties with incorrect ordinals, Job_TransformGIM tried to update the END_DATE_TIME_KEY column in the MEDIATION_SEGMENT_FACT table with a NULL value. It then quit unexpectedly and wrote the following message into the log: Cannot insert the value NULL into column 'END_DATE_TIME_KEY'. (ER# 265520407)

The CTL_ETL_HISTORY table is now populated with the correct job version after you migrate to a more recent release. Previously, the former job version remained in the CTL_ETL_HISTORY table. (ER# 265074771)

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Supported Operating Systems

New in This Release

This is a hot fix release for this product. Refer to the Deployment Procedure for this release to deploy the installation package within your environment.

Notes:

• Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.
• This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.001.01 and Interaction Concentrator 8.0.000.35.

The following new feature was introduced in this release of Genesys Info Mart:

• This release provides support for Job_MigrateGIM, which applies one or more patches to bring the Info Mart database schema up-to-date. Job_MigrateGIM can be launched only when Genesys Info Mart is in a migration state; the migration state begins automatically if, during startup, Info Mart detects that the schema version is obsolete.

  Note: Be sure your Info Mart databases are backed up before starting Job_MigrateGIM.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

Genesys Info Mart now correctly extracts last-second data from a data source that has a subsequent period with no activity. Previously, Genesys Info Mart did not extract last-second data even after there was activity on other data sources monitored by the same Interaction Concentrator instance during the period set in the max-time-deviation option, or after activity for this data source was resumed. (ER# 263337790)

The INBOUND_INBOUNDREPORT constant has been added to the list of predefined interaction types. This new constant addresses the issue when Job_TransformGIM would fail with the following exception: Job step 'CORE_MM' failed - No enum const class com.genesyslab.gim.etl.constants.InteractionTypeKey.INBOUND_INBOUNDREPORT. (ER# 262881706)

This release of Genesys Info Mart does not require manual deletion of duplicated information from the INTERACTION_FACT table when transformation runs after a previous transformation job was interrupted by the user, by environmental issues (such as network disconnects), or for any other reasons. Previously, because of a defect found in earlier releases, Reporting and Analytics Aggregates (RAA) could unnecessarily commit data in an Info Mart transaction during data transformation. The defect caused Job_TransformGIM to fail with the following exception: Job step 'CORE_VOICE' failed - Violation of PRIMARY KEY constraint 'PK_INTERCTN_FT'....

Note: For Genesys Info Mart to detect and handle this scenario and Job_TransformGIM no longer to fail, you must upgrade Genesys Info Mart to release 8.0.001.10 and Reporting and Analytics Aggregates (RAA) to release 8.0.001.02 or higher. For additional details on this issue, see the Reporting and Analytics Aggregates 8.0 Release Note. (ER# 262907867)

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Supported Operating Systems

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.35 or higher.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.000.05 and Interaction Concentrator 8.0.000.35.

No new features were introduced in this release of Genesys Info Mart.

Warning! You cannot upgrade directly from 8.0.000.73 to 8.0.001.05. If you are running Genesys Info Mart 8.0.000.73 and need to upgrade to 8.0.001.05, please contact your Genesys representative for assistance.

Corrections and Modifications

This release of the product contains the following corrections and modifications:

When a Genesys Info Mart database is deployed on Microsoft SQL Server, the transformation job now completes correctly. Previously, deployment on Microsoft SQL Server sometimes resulted in the transformation job not completing correctly, resulting in a deadlock. (ER# 260883291)

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Supported Operating Systems

New in This Release

This release of Genesys Info Mart is under shipping control. For availability of this release, contact your Genesys representative. Genesys Info Mart release 8.0 requires Interaction Concentrator 8.0.000.32, which is a Restricted release.

Note: This release of Genesys Info Mart was tested with Genesys Info Mart Administration Console 8.0.000.04 and Interaction Concentrator 8.0.000.32.

This section describes new features that were introduced in the initial 8.0 release of Genesys Info Mart.

• User Data Handling — This release provides a unified mechanism for processing user data from both EventUserEvents and call-based TEvents, with flexible data storage that you can configure according to the number and types of user data captured in your contact center environment. A customizable database schema enables you to treat each key-value pair (KVP) field as either a fact or a dimension and store user-data KVPs in a configurable number of user-data dimensions and fact extension tables. Genesys Info Mart 8.0 also processes the user data that arrives after call completion, and updates call records accordingly.
• Error Handling — New configuration options enable you to control Genesys Info Mart behavior when Genesys Info Mart encounters errors.

• Simplified Database Model — A simplified database model eliminates the representation of the lowest level of data details in a segment model:
  • The lowest level of data details that Genesys Info Mart provides is better aligned with Interaction Concentrator model.
  • Global Interaction Database (GIDB) within the Genesys Info Mart database schema represents a subset of Interaction Database (IDB) tables that consolidates data from any number of IDBs. GIDB, which is a replacement of the segment model used in previous releases of Genesys Info Mart, serves as a new storage of low-level interaction details.
  • The data in the new model requires a less resource-consuming transformation.
  • The usability of the Info Mart database is improved by eliminating obsolete and prohibitively expensive tables and fields, among other modifications.

• Support for Oracle Partitioning — Genesys Info Mart supports partitioning of the Info Mart database in Oracle 10g and 11g deployments. Genesys Info Mart 8.0 supports range partitioning only. Genesys Info Mart provides SQL scripts to create a partitioned database schema out of the box. Job_InitializeGIM automatically creates the partitions, while Job_MaintainGIM maintains them.
• Data Lineage — This release provides a capability to store the processing history of ETL jobs and the extraction and transformation history of each piece of data. There are two aspects of data lineage:
  • Voice of Data—Special fields store service data that enables you to trace a particular reporting data item to its source system, and also to trace data in the opposite direction (from source to target). Information stored as Voice of Data enables data tracking for the purpose of data validation and troubleshooting data quality issues.
  • Voice of Process—Special fields store ETL processing history enabling you to trace which ETL process created or updated what piece of data. You can use this data in data quality investigations, for example, when a review of a particular reporting item requires identifying and reviewing other items that were processed by the same ETL job.

• ETL Redesign — The ETL cycle consists of two main jobs:
  • The extraction job retrieves all data from any number of available IDBs and, merging data for voice interactions as necessary, consolidates all low-level details data within a single GIDB.
  • The transformation job processes all extracted data, populating dimensions and loading data directly into the fact tables.
  
  When enabled, the aggregation job aggregates the transformed data in parallel with the ETL cycle, in environments that include Genesys Interactive Insights (GI2) or where Reporting & Analytics Aggregates (RAA) is deployed as a separate package. Within scheduled daily intervals, which are configurable, Job_AggregateGIM runs continuously.

• Maintenance — Job_MaintainGIM purges eligible data from GIDB, the dimensional model, and Discard tables, in accordance with configurable data-retention policies for the various types of data. The maintenance job can be scheduled to run on a daily basis, or it can be run manually from the Administration Console. The maintenance job also prepopulates customizable calendar tables for a configurable period ahead, so that calendar dimensions are available for use in reports.
• Multiple Calendars — Genesys Info Mart supports multiple, customizable calendars with flexible week-numbering rules that can be configured to conform to the ISO 8601 standard for the representation of dates and times.
  • Genesys Info Mart stores time facts in UTC time. Scalable support for multiple calendars means that Genesys Info Mart can be configured to express time data in any Java time zone format.
  • Genesys Info Mart provides one default calendar (DATE_TIME dimension). The default configuration expresses UTC time in the GMT time zone and conforms to legacy Genesys Info Mart week-numbering rules, which are not the ISO 8601 standard.

• Multimedia Data Processing — Genesys Info Mart supports reporting on Interaction Queue and Interaction Workbin activity in addition to previously supported mediation DNs. Interaction resource facts and interaction resource state facts are now populated for Genesys eServices/Multimedia e-mail and chat interactions.
• High Availability — The implementation of Genesys Info Mart support for HA of reporting data has been changed. Genesys Info Mart no longer requires special configuration to identify primary and secondary IDB data sources. Rather, Genesys Info Mart relies on session control information provided by any number of redundant Interaction Concentrator 8.0 applications and IDBs, operating in parallel. The extraction job evaluates all redundant IDBs and extracts data from the IDB that is the best source for Configuration, Voice, Multimedia, or Outbound Contact details for a particular timespan.
• Configuration Verification — A configuration checking process verifies the validity of environment and application settings for the Genesys Info Mart and ICON applications, as well as the availability of configured data sources. The Genesys Info Mart server automatically launches this process during initialization and whenever the configuration of the Genesys Info Mart application, Database Access Points (DAPs), or ICON application(s) changes.
• Outbound Contact Data Processing — Genesys Info Mart processes Outbound Contact data independently from interaction data.
• Flexible Database Access Point Configuration — To simplify your deployment, you can reuse the non-JDBC DAPs in your deployment, and make these DAPs suitable for Genesys Info Mart to access the same databases.
• Genesys Voice Platform Support — Genesys Info Mart supports reporting on the interaction aspect of Genesys Voice Platform (GVP) 8.x activity. However, Genesys Info Mart does not support reporting on voice application usage (for example, subcallflows); GVP itself provides reporting services to support this functionality.
• Aggregation — Genesys Info Mart default functionality does not include aggregation. Rather, Genesys provides aggregation software that is bundled with GI2. The aggregation software is also available as a separate installation package (IP), called RAA, which is delivered with Genesys Info Mart. The aggregation layer is installed on top of Genesys Info Mart, which hosts the aggregation process.

Corrections and Modifications

This is the initial release of the product and, as such, contains no corrections or modifications.

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Known Issues and Recommendations

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

If the system times on the hosts where Genesys applications are running are not synchronized properly, reporting data can be inaccurate. (ER# 258204101)

Genesys Info Mart will fail if the Oracle JDBC URL is 255 characters or longer. Using 254 characters or less will work correctly. If you do require a longer JDBC URL for the Oracle JDBC driver, you can use the full Oracle NET connection descriptor in the TNSNAMES file and TNSNames Alias Syntax. For more information, refer to the "Database URLs and Database Specifiers" section of the Oracle Database JDBC Developer's Guide and Reference. (ER# 274547761)

The CTL_ETL_HISTORY table is still populated with an outdated job version (v.8.0.000.73) after you migrate to Genesys Info Mart v.8.0.001.10. (ER# 265074771)

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Documentation Updates

This section provides corrections and updates for issues found in currently released documentation for this product. This cumulative list is in release-number order with the most recent updates at the top of the list.

The Genesys Info Mart Deployment Guide does not provide information about configuring linked servers in Microsoft SQL Server deployments, to streamline extraction processing. In the chapter about preparing the Genesys Info Mart database, the section about creating database links will be expanded to include information about creating linked servers.

To use SQL Server Management Studio to create a linked server:

1. Log in to the Info Mart database, using administrator credentials.
2. In SQL Server Management Studio, open Object Explorer and select Server Objects and then Linked Servers.
3. Follow Microsoft instructions to create Linked Servers that link to the IDBs from which Genesys Info Mart will extract data.
4. Log in to the Info Mart database, using the Info Mart user ID.
5. Verify that you can access IDB tables from the Linked Servers.

(ER# 285048261)

Genesys Info Mart now supports multiple Interaction Servers per Interaction Concentrator instance. As a result, information in the Genesys Info Mart 8.0 Deployment Guide stating that Genesys Info Mart supports only one Interaction Server per Interaction Concentrator instance is now obsolete and will be updated in a future release of the document.

The Genesys Info Mart Deployment Guide is not clear about Genesys Info Mart support and requirements for reporting on Genesys Voice Platform (GVP) activity. Information in the Deployment Guide will be updated to clarify that:

• Genesys Info Mart 8.x supports reporting on the interaction aspect of Genesys Voice Platform (GVP) 7.6 or 8.x activity. For GVP 8.x, it does not matter whether GVP has been configured for computer-telephony integration (CTI) through SIP Server or through IVR Server, provided that GVP has been configured either as a series of Voice Treatment Port DNs or as a Trunk Group DN. For information about configuring GVP as a series of Voice Treatment Port DNs or as a Trunk Group DN, see the Voice Platform Solution 8.1 Integration Guide.

• Genesys Info Mart does not support configurations in which GVP 8.x is used simply to play treatments solely under the control of the GVP Media Control Platform. For example, if the call is on a Routing Point and GVP is used by the strategy to play a treatment, with no other IVR activity until the call is delivered to an agent, there will be no Interaction Resource Fact (IRF) record for the IVR (in other words, for GVP); no IVR-related metrics will be reported and, except for the route point duration, no mediation activity will be reported.

• Genesys Info Mart does not support detailed reporting on voice application usage (for example, subcallflows), based on data from GVP Voice Application Reporter (VAR) 7.6 or the GVP 8.x Reporting Server. However, for GVP 7.6 deployments and for GVP 8.x deployments in which GVP is configured for CTI through IVR Server, Genesys Info Mart does report the limited voice application data that is available for any IVR through IVR Server. For information about obtaining detailed reporting on voice application usage, see the GVP 7.6 or 8.x documentation, as applicable.

(ER# 270327233)

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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.

The following have been discontinued in Genesys Info Mart 8.0.000.73:

• Support for Stat Server as a data source.
• Support for Genesys Voice Platform Voice Application Reporter (GVP VAR).

Note: For a detailed list of changes between 7.6 and 8.0, see the relevant appendices in the Genesys Info Mart 8.0 Deployment Guide and the Reference Manual for your particular RDBMS.

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Internationalization

Information in this section is included for international customers.

There are no known internationalization issues for this product.

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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 Deployment Guide first.

• Genesys Info Mart 8.0 Release Advisory provides important information that applies to the entire Genesys Info Mart release.

• Genesys Info Mart 8.0 Deployment Guide includes installation procedures for the Genesys Info Mart Administration Console and Genesys Info Mart and acquaints you with their functions.

• Genesys Info Mart 8.0 Operations Guide provides information about the Genesys Info Mart jobs. The jobs extract, transform, and load (ETL) data, maintain the Info Mart database, and migrate the database schema as required. The guide also explains how to use the Genesys Info Mart Administration Console to monitor and administer the jobs and how to purge the Info Mart database.

• Genesys Info Mart 8.0 Reference Manual for your particular RDBMS acquaints you with the subject areas, tables, and fields that make up the Genesys Info Mart star schemas.

• Genesys Info Mart 8.0 User's Guide provides examples of common voice and multimedia interactions.

• Genesys Info Mart 8.0 Database Size Estimator helps you estimate the size of your Info Mart database when you are planning your deployment. The estimator is a Microsoft Office Excel 2007 spreadsheet that is available from the Genesys Technical Support website.

• The Genesys Info Mart section of the Framework 8.0 Combined Log Events Help provides detailed information on the log events associated with Genesys Info Mart.

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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