Release Advisory

Universal Routing


Genesys Telecommunications Laboratories, Inc. 2008-2009

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 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.

To use the new multimedia functionality implemented in Universal Routing 7.6.2, you must install Interaction Server 8.0, which is expected to be available during July, 2009.

When using Load Distribution Server in a routing solution, the following is important to note:

The Energy Policy Act, which went into effect in 2007, changes the dates of both the start and end of daylight saving time (DST). DST starts three weeks earlier (2:00 A.M. on the second Sunday in March) and ends one week later (2:00 A.M. on the first Sunday in November) than what had traditionally occurred prior to 2007 . If you manually change the system time to accommodate the DST change, then you must restart URS. If you update your operating system, then the system itself will handle the change and URS does not need to be restarted.

Universal Routing 7.6 implements a number of security enhancements:

For more information on these enhancements, consult the Genesys 7.6 Security Deployment Guide.

Universal Routing 7.6 can work with the Genesys Multimedia software components, which allow for the additional routing of non-voice interactions based on IRD-designed business processes. Universal Routing 7.6 can also be used in a pure voice environment.

When IRD starts up, it checks for a Genesys Multimedia solution installed by the Multimedia Configuration Wizard. If not found, the main window does not display an Interaction Design shortcut bar and there is no Interaction Design window. Use the following workaround if Genesys Multimedia components were manually configured in the Configuration Database (no Multimedia solution installed by Configuration Wizard).

When a strategy is saved with the Compatible Strategy Saving Mode option turned off and then opened with Compatible Strategy Saving Mode turned on, strategy objects do not display detail.

The Application templates for URS 7.0.1 and later have the option use_agent_capacity set to true. If you do not want to route based on the agent capacity model described in the Genesys 7.6 Resource Capacity Guide, you must set this option to false. For more information, see the Options Chapter in the Universal Routing 7.6 Reference Manual. Also see the Manually Configuring Routing chapter in the Universal Routing 7.6 Deployment Guide.

In order to achieve the full functionality of Universal Routing 7.6, URS 7.6 and IRD 7.6 must be installed and run together. While strategies created with IRD 7.6 cannot always be executed by URS 7.5,  URS 7.6 can open and execute strategies created with versions of IRD previous to 7.6.  For more information, see the Routing Strategy Compatibility table in the Universal Routing section of the Genesys Migration Guide.

When a user with Create Only privileges logs into IRD, that user cannot create any of the strategy reusable objects shown in the IRD main window, but can create objects in the Interaction Design window, such as queues, views, workbins, and strategies. When this user creates and saves the default business process, the following error message appears: Configuration Saving Abandoned. The message appears even though the business process was successfully saved in the Configuration Database.

The list below specifies the routing strategy design features that are not supported in the initial merge of business process design features into IRD:

As stated in the Universal Routing 7.6 Reference Manual, the CountSkillInGroup and GetSkillInGroup, and ExpandGroup functions, although supported, are depreciated in 7.x and later. In addition to not facilitating skills-based reporting, the use of these functions can result in poor performance.

Universal Routing 7.0.2 and later server applications are supported running on the Red Hat Enterprise Linux operating system. Universal Routing 7.6 works with FLEXlm 8.3 or 9.5. However, if your operating system is Red Hat Enterprise Linux AS v4.0 or 3.0 on the 32-bit Intel platform, you must install FLEXlm 9.5 (there is no FLEXlm 8.3 for Linux).

If you are upgrading to release 7.x from a previous release of Genesys software or deploying a 7.x component in an environment with components of an earlier release, be sure to upgrade your Genesys licensing system. For more information, refer to the Genesys Migration Guide.

In order to create and execute stored procedures with the LANGUAGE SQL option in the CREATE PROCEDURE statement, you must ensure that IBM DB2 is properly configured. Refer to the IBM Support Website or DB2 product documentation for additional details.

Universal Routing 7.x is comprised of routing software components, including Universal Routing Server (URS) and Interaction Routing Designer (IRD). While sample strategies are included (as described in the Universal Routing 7.6 Deployment Guide), preconfigured Enterprise or Network Routing Solution objects are not included.

Although URS and IRD can be installed in earlier versions of Framework environment, to take full advantage of the new Universal Routing Server functionality and Interaction Routing Designer features, all Framework and Universal Routing components must be upgraded to 7.6.

Strategies created with the 5.x Strategy Builder are not supported. For additional information, see the "Universal Routing" section in the Genesys Migration Guide.

The Workforce routing rule in IRD 7.0.x and later is supported in backward compatibility mode with Workforce Management 6.5.

IRD 7.x stores parameters in binary format, which gives the ability to create sub-routines with an unlimited number of input/output parameters.  For compatibility purposes, IRD 7.x can read subroutines with parameters in string format, such as those created with earlier versions of IRD. However, strategies and subroutines created with IRD 7.x cannot be edited with IRD 6.x or earlier because 7.x parameters are stored in binary format.

In a situation where all of the following occur:

URS 7.x handles the above situation differently from URS 6.5.x. URS 7.x replaces the target set whereas URS 6.x increments the target set during each re-entry. As a result, when using URS 7.x in this situation, the target that was formed when the strategy previously entered the block is cleared. If such clearing is undesirable, you must configure the strategy so the new target set includes the previous target set.

The Configuration Database Update Script initializes the Configuration Database so that routing strategies can be stored there. The script creates and initializes tables in the Configuration Database, which are used for storage of strategies. Running the Configuration Database Update script twice on the same database could destroy the old content (if any) of these tables.

Genesys does not recommend installation of its components via a Microsoft Remote Desktop connection. The installation should be performed locally.

When developing a strategy or a business process, familiarize yourself with the limitations listed below:

When creating or modifying strategies in IRD:

If you do not observe these limitations, the result could be routing to an incorrect destination, URS unexpectedly shutting down, or not performing a requested operation.

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