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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 7.6 releases of Workforce Management Database Utility.

• 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 additional information on 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

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release also includes the following correction:

This release of Database Utility is required by Configuration Utility 7.6.101.11, and significantly improves GUI response times in the User Security subsystem. (ER# 294715711)

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Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. No new features were introduced in this release of Workforce Management Database Utility.

Corrections and Modifications

This release also includes the following corrections and modifications:

With this release, Overlays are migrated correctly from WFM 7.6.0 (or earlier) to WFM 7.6.1. Specifically, overlays have the correct usage of Calculate Using The Specified Initial and Ending Impact if the Initial Impact or Ending Impact values were not equal to 0. (ER# 222770825)

With this release, Overlays are migrated correctly from WFM 6.5 to WFM 7.6.1. Specifically, overlays have the correct usage of Calculate Using The Specified Initial and Ending Impact if the Initial Impact or Ending Impact values were not equal to 0. (ER# 220329160)

With this release, virtual activities which have no associated activities are migrated correctly from WFM 6.5 into WFM 7.6.1. (ER# 213094020)

With this release, WFM correctly displays agent proposals when the WFM Database is maintained on a DB2 Database Server. (ER# 196066260)

With this release, historical data is correctly migrated from WFM 6.5 to WFM 7.6.1, regardless of the number of records. (ER# 193875360)

Now you can configure and use in reports the agent schedule states asm_outbound or asm_engaged. (ER# 184910593)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:

With this release, migrating a large amount of historical data does not cause WFM Database Utility to terminate. (ER# 212265327)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. No new features were introduced in this release of Workforce Management Database Utility.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:

When agents "own" a Schedule or Calendar Item, you can now use WFM Database Utility to delete these agents without generating a warning. Previously, you could not delete them with WFM Database Utility. (ER# 134055527)

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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 Database Utility's connection to the WFM database was broken during the process of restoring the database, you cannot resume that process after the connection is reestablished; you must restart it. (ER# 164174724)

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued features or functions in this release of Workforce Management Database Utility.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues in this release of Workforce Management Database Utility.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Administrator's Guide first.

• Workforce Management 7.6 Administrator's Guide introduces the product, presents its architecture, and offers deployment-planning recommendations and considerations, explains how to configure and install the Workforce Management (WFM) 7.6 components, explains how to start and stop all components; explains how to use the WFM Database Utility; provides troubleshooting suggestions; and includes a list of WFM-specific terms and their definitions.

• Workforce Management 7.6 Configuration Utility Help explains how to use the WFM Configuration Utility to set up WFM objects (such as sites, time zones, and Agents) and constraints (such as security settings, working hours, and time-off accrual rules).

• Workforce Management 7.6 Web for Supervisors Help explains how to use the Supervisor web interface to create forecasts and schedules, make schedule and staffing changes, and to track Agent real-time adherence and contact center performance. WFM Web for Supervisors also contains the WFM reporting functions.

• Workforce Management 7.6 Web for Agents Help instructs Agents on how to check their schedules, request time off and working hours, adjust other preferences, and make schedule trades with other Agents.

• Workforce Management 7.6 WFM Integration API Developer's Guide gives an overview of the Application Programming Interface (API)'s functions and architecture, and explains the functions that each service provides. This Guide includes short code examples that demonstrate how to use the methods included in each service.

• Workforce Management 7.6 WFM Integration API Reference (JavaDoc) provides a complete reference to the publicly exposed portion of the WFM Integration API.

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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