Release Note

Outbound Contact Server

8.1.x

Genesys Telecommunications Laboratories, Inc. © 2011–2019

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.522.05 [07/12/19] – Update       X   X
8.1.521.01 [05/03/19] – Update       X   X
8.1.520.07 [04/12/19] – Update       X   X
8.1.519.03 [07/02/19] – Hot Fix       X   X
8.1.519.02 [01/31/19] – Hot Fix       X   X
8.1.519.01 [01/18/19] – Update       X   X
8.1.518.03 [12/19/18] – Hot Fix           X
8.1.518.02 [12/07/18] – Update       X   X
8.1.517.04 [11/05/18] – Update       X   X
8.1.516.04 [09/28/18] – Update       X   X
8.1.515.04 [08/15/18] – Update       X   X
8.1.514.06 [08/03/18] – Hot Fix           X
8.1.514.05 [07/24/18] – Hot Fix       X   X
8.1.514.04 [07/12/18] – Update       X   X
8.1.512.02 [05/30/18] – Update       X   X
8.1.512.00 [04/27/18] – Update       X   X
8.1.511.06 [04/04/18] – Hot Fix       X   X
8.1.511.05 [03/16/18] – Update       X   X
8.1.510.05 [02/26/18] – General X     X X X
8.1.509.06 [01/18/18] – Hot Fix X     X X X
8.1.509.05 [12/15/17] – General X     X X X
8.1.508.14 [10/18/17] – General X     X X X
8.1.508.05 [07/21/17] – Hot Fix       X   X
8.1.508.04 [07/11/17] – Hot Fix       X   X
8.1.507.08 [04/21/17] – Hot Fix           X
8.1.507.07 [03/28/17] – Hot Fix       X   X
8.1.506.09 [12/19/16] – General X     X X X
8.1.505.10 [09/22/16] – Hot Fix       X   X
8.1.505.09 [08/05/16] – Hot Fix       X X X
8.1.504.18 [07/12/16] – Hot Fix       X   X
8.1.504.16 [06/24/16] – Hot Fix       X   X
8.1.504.14 [03/30/16] – General X     X X X
8.1.503.17 [03/21/16] – Hot Fix       X   X
8.1.503.16 [03/16/16] – Hot Fix           X
8.1.503.15 [02/24/16] – Hot Fix X     X   X
8.1.503.14 [02/10/16] – Hot Fix         X  
8.1.503.12 [01/20/16] – Hot Fix       X X X
8.1.503.11 [12/22/15] – Hot Fix           X
8.1.503.10 [12/04/15] – Hot Fix X     X X X
8.1.502.19 [11/09/15] – Hot Fix       X    
8.1.502.18 [10/12/15] – Hot Fix X       X X
8.1.502.17 [09/04/15] – Hot Fix X     X X X
8.1.501.11 [07/21/15] – Hot Fix         X  
8.1.501.09 [07/01/15] – Hot Fix         X  
8.1.501.06 [06/19/15] – Hot Fix           X
8.1.501.05 [04/24/15] – General X     X X X
8.1.500.22 [05/06/15] – Hot Fix       X    
8.1.500.21 [04/03/15] – Hot Fix         X  
8.1.500.20 [03/12/15] – Hot Fix           X
8.1.500.18 [02/12/15] – General X     X X X
8.1.500.15 [01/09/15] – General X     X X X
8.1.300.31 [12/30/14] – Hot Fix           X
8.1.300.30 [12/10/14] – Hot Fix       X    
8.1.300.28 [11/21/14] – Hot Fix X          
8.1.300.26 [10/28/14] – Hot Fix           X
8.1.300.25 [09/19/14] – Hot Fix X     X X X
8.1.300.24 [08/05/14] – Hot Fix       X X  
8.1.300.23 [07/10/14] – Hot Fix           X
8.1.300.22 [05/06/14] – Hot Fix           X
8.1.300.21 [04/25/14] – Hot Fix           X
8.1.300.20 [03/21/14] – Hot Fix         X X
8.1.300.19 [03/11/14] – Hot Fix           X
8.1.300.18 [02/21/14] – Hot Fix       X   X
8.1.300.17 [01/31/14] – Hot Fix           X
8.1.300.16 [01/10/14] – Hot Fix           X
8.1.300.15 [12/12/13] – Hot Fix           X
8.1.300.14 [11/15/13] – Hot Fix X X X X X X
8.1.300.12 [09/23/13] – General X X X X X X
8.1.200.25 [05/28/14] – Hot Fix       X   X
8.1.200.24 [12/24/13] – Hot Fix           X
8.1.200.23 [06/20/13] – Hot Fix           X
8.1.200.22 [03/12/13] – General X X X X X X
8.1.100.12 [01/11/13] – Hot Fix         X  
8.1.100.11 [12/05/12] – Hot Fix           X
8.1.100.10 [10/26/12] – Hot Fix           X
8.1.100.08 [07/06/12] – Hot Fix           X
8.1.100.07 [05/11/12] – Hot Fix           X
8.1.100.06 [03/30/12] – Hot Fix           X
8.1.100.05 [01/12/12] – General X X X X X X
8.1.000.24 [12/21/12] – Hot Fix       X   X
8.1.000.23 [08/07/12] – Hot Fix       X    
8.1.000.22 [02/10/12] – Hot Fix           X
8.1.000.21 [01/31/12] – Hot Fix           X
8.1.000.20 [11/16/11] – Hot Fix           X
8.1.000.19 [09/09/11] – General X X X X X X
8.1.000.15 [07/05/11] – General X X X X X X

Link to 8.0 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


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.genesys.com for more details.

This release note applies to all 8.1 releases of Outbound Contact Server (OCS).

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 any third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.1.522.05 [07/12/19] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now applies the current value of the DBMS Name, Database Name, User Name, and Password that are configured in the Database Access Point when OCS reconnects to DB Server. Previously, OCS applied the values of these parameters when a Campaign Group was loaded. Because of that, it was necessary to unload all Campaign Groups if, for instance, the database password was changed. (OUTBOUND-10375)


In CX Contact mode, OCS now properly retrieves records from calling lists that contain Other21+ fields. It also ignores those fields when the PostgreSQL tablefunc extension is not present in the outbound database. Previously, OCS did not retrieve records from those calling lists. In order to use the Other21+ fields, you must create a tablefunc extension. (OUTBOUND-10334)


OCS no longer counts outbound calls with the User Data attached by OCS as inbound calls if SIP Server is operating in a multisite environment and changes their type to inbound. Previously, OCS counted such calls as inbound calls after OCS finalized their records, which slowed down the dialing pace. (OUTBOUND-10329)


When working in Assured Connection mode, OCS now sends all campaign status notifications—including CampaignGroupAssigned and CampaignStarted, if they are required—to an agent desktop after the agent has processed an assured call. Previously, OCS stopped sending CampaignGroupAssigned and CampaignStarted notifications in this scenario. (OUTBOUND-10278)


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Release Number 8.1.521.01 [05/03/19] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is an update for this product. This release contains the following new features or functionality:

Corrections and Modifications

This update does not include any corrections.

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Release Number 8.1.520.07 [04/12/19] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is an update for this product. This release contains the following new features or functionality:

Corrections and Modifications

This update does not include any corrections.

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Release Number 8.1.519.03 [07/02/19] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


While working in OCS/Engage mode, OCS no longer stops requesting contacts from Engage, when OCS is waiting for a response to the previous request. If OCS does not receive a response, it sends the request to Engage after the configured timeout expires. Previously, OCS stopped requesting contacts from Engage and was sending multiple “waiting response” notifications.

OCS now supports the following configuration option:

sb-work-request-wait-timeout
Default Value: 180
Valid Values: 60 up to the maximum integer
Changes Take Effect: Next request
Configuration Level: OCS Application
Logical Groups: <only for the OCS/Engage mode>

Defines the maximum time, in seconds, that OCS waits for the response to the request for new work items (contacts) from Engage. If the timeout expires before OCS receives the response, OCS closes the connection if it has been established and sends the new request. (OUTBOUND-10370)


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Release Number 8.1.519.02 [01/31/19] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


OCS no longer terminates unexpectedly while applying the “Delegate for processing” treatment if one of the following options is not configured in the Treatment configuration object: treatment-action-uri, http-headers, or http-body. (OUTBOUND-10177)


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Release Number 8.1.519.01 [01/18/19] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is an update for this product. This release contains the following new features or functionality:

Corrections and Modifications

This update does not include any corrections.

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Release Number 8.1.518.03 [12/19/18] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now ignores a calling list if its Table Access object is associated with a Format object that does not contain the following mandatory Fields: Contact Info, Chain, Number in Chain, Record ID, and Agent. In this scenario, OCS logs the new Standard message 61017:

Std 61017 Missing mandatory fields in format <Format Name>. Calling list <Calling List Name> is ignored.

Previously, OCS sometimes terminated unexpectedly when processing a Do Not Call request by phone number or customer ID for that calling list.

(OUTBOUND-10163)


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Release Number 8.1.518.02 [12/07/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is an update for this product. This release contains the following new features or functionality:

Corrections and Modifications

This update includes the following corrections and modifications:


OCS now correctly escapes the control characters—quotation mark (''), forward slash (/), back slash (\)—in the JSON body of the pre-dial validation requests sent to the third-party Web/Application Server. Such control characters might be present in a pre-dial validation request if they are entered in the calling list table (for example, in user-defined fields). Previously, OCS did not escape JSON values, resulting in the incorrect JSON body of the pre-dial validation request. (OUTBOUND-10123)


While unloading or force unloading a Campaign Group, OCS no longer executes late SCXML actions for chains that have already been finalized and chains that have not been dialed. Previously, those late SCXML actions sometimes caused OCS to stop the process of unloading a Campaign Group. (OUTBOUND-10120)


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Release Number 8.1.517.04 [11/05/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is an update for this product. This release contains the following new features or functionality:

Corrections and Modifications

This update includes the following corrections and modifications:


OCS no longer terminates if the SCXML script applies the value of -2147483648 in the set_flex_attr action. (OUTBOUND-10105)


OCS now closes third-party HTTP connections to a port that is used for communication between OCS and OCS HTTP Proxy. Previously, OCS did not close these connections, which sometimes caused excessive CPU consumption up to 100%. (OUTBOUND-10086)


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Release Number 8.1.516.04 [09/28/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is an update for this product. This release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


When working with the PostgreSQL database, OCS now recreates the temporary database entities (such as the ReadyRecord table) after the OCS connection to DB Server has been lost and restored. Previously, OCS did not recreate the temporary database entities in this scenario, which caused OCS to stop retrieving new records from the database. (OUTBOUND-10039)


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Release Number 8.1.515.04 [08/15/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is an update for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS no longer terminates in the following scenario:

  1. A Campaign Group object is configured with a Trunk Group DN on a Switch that is not associated with any SIP Server configured in the OCS Connections.
  2. The Campaign Group is loaded or started.
  3. The Campaign Group object is reconfigured with another Trunk Group DN.
  4. The Campaign Group is unloaded.
  5. The initial Trunk Group DN is deleted, or OCS loses access to it.
(OUTBOUND-10013)


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Release Number 8.1.514.06 [08/03/18] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality:

Corrections and Modifications

This release does not include any corrections.

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Release Number 8.1.514.05 [07/24/18] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


When running in Preview dialing mode, OCS now correctly retrieves records from the database for a Campaign Group that is configured with a Trunk Group DN. Previously, OCS sometimes retrieved records with a 100-second delay. (OUTBOUND-10020)


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Release Number 8.1.514.04 [07/12/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now accepts desktop requests and properly updates records in the following scenario:

  1. OCS dials a predictive outbound call for a record.
  2. This call is diverted to an agent DN.
  3. The agent desktop sends the ChainedRecordRequest request for the dialed record.
  4. OCS sends chained records to the agent desktop.
  5. The agent manually dials a chained record with the attached UserData received from OCS.
  6. The manually dialed call is released because the destination is busy.
  7. The agent desktop sends a desktop request for the manually dialed chained record.
Previously, starting with version 8.1.503.10, OCS rejected such desktop requests. (OUTBOUND-9998)


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Release Number 8.1.512.02 [05/30/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS HTTP Proxy no longer sends its log events to the OCS console standard output (stdout) if, in the [log] section of the OCS Application object, the all, standard, trace, and debug options are not configured or are set to an empty string (""). (OUTBOUND-9932)


OCS no longer continuously generates multiple notifications in logs, if the send-campaigngroup-states option is set to false. (OUTBOUND-9926)


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Release Number 8.1.512.00 [04/27/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality:

Corrections and Modifications

This release also includes the following correction or modification:


When OCS switches from backup to primary mode, OCS now connects to DB Server and retrieves the necessary records, including Personal callbacks for all active (previously loaded or stopped) Campaign Groups. Previously in this scenario, OCS did not retrieve any records for Campaign Groups if they were loaded or stopped before the OCS switchover. (OUTBOUND-8955)


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Release Number 8.1.511.06 [04/04/18] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now updates a Preview, Personal CallBack, or Campaign CallBack record with the correct call result of No Answer in the following scenario:

  1. An agent is working on a Preview Campaign. The agent_logout_preview_call_result option is set to -1.
  2. OCS sends a record to an agent's desktop, and the agent manually dials a call with the attached User Data of the record.
  3. The call is not answered, and the agent releases the call.
  4. The agent logs out without updating the call result of the record.

Previously in this scenario, OCS updated a record with the incorrect call result of Answer.

(OUTBOUND-9835)


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Release Number 8.1.511.05 [03/16/18] – Update

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now correctly applies new parameters of a dialing filter when the filter is changed, in the following scenario:

  1. A Calling List is configured in a Campaign Group object, but the Calling List is not available because it is not marked as Active and/or is disabled.
  2. A Campaign Group is loaded and started.
  3. A Dialing Filter for the Calling List is changed.
  4. The Calling List becomes available; it is marked as "Active" and enabled.

(OUTBOUND-9823)


OCS now updates the Treatments field of chain records with the required information when OCS applies any of the following treatments to the chain:

Previously, OCS sometimes did not update the Treatments field in scenarios when a dialing filter was changed or a campaign group was unloaded.

(OUTBOUND-9818)


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Release Number 8.1.510.05 [02/26/18] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

Note: This release of Outbound Contact Server was originally released as a Hot Fix on February 16, 2018. Support for the AIX and Solaris operating systems were added, and on February 26, 2016, the release type changed from Hot Fix to General.

There are no restrictions for this release. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


In cases when a record is retrieved repeatedly because its status was manually changed from Retrieved to Ready in a calling list used by a running or active Campaign Group, OCS now correctly deletes all duplicated records. Previously in this scenario, OCS used every second duplicate of a retrieved record and reported it to ICON. (OUTBOUND-9768)


When using a PostgreSQL database, OCS now supports the use of quoted and unquoted identifiers in Field names when creating a dialing record, in accordance with the PostgreSQL SQL Syntax Specification. (OUTBOUND-9722)


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Release Number 8.1.509.06 [01/18/18] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


OCS no longer terminates unexpectedly when processing RequestRecordCancel requests from an agent's desktop. (OUTBOUND-9770)


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Release Number 8.1.509.05 [12/15/17] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Outbound Contact.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS no longer terminates unexpectedly in the following scenario:

  1. The order_by option of the dialing filter is configured with a non-empty string.
  2. During the process of retrieving records, OCS deletes a retrieved chain due to an external request (for example, RequestRecordCancel).
  3. OCS retrieves a record from this chain again for the same Campaign Group.

Previously, in this scenario, OCS terminated unexpectedly. (OUTBOUND-9731)


OCS now updates a record with the Answering Machine Detected call result if an answering machine is detected for an outbound call in the following scenario:

  1. The dialing mode is Predictive GVP.
  2. OCS is configured to use a VoiceXML application for Answering Machine Detected call results.
  3. OCS is configured not to wait for RecordProcessed requests from the VoiceXML application (the ivr_record_processed option is set to false).
  4. The call is released after OCS starts the VoiceXML application.

Previously, in this scenario, OCS erroneously updated the record with the Answer call result. (OUTBOUND-9710)


With the force-unload-wait-db option set to true, OCS now waits for database responses to all outstanding update requests before unloading a Campaign Group forcefully or non-forcefully. Previously, OCS unloaded the Campaign Group without waiting for database responses to update requests. (OUTBOUND-9704)


OCS now correctly completes an Outbound Schedule and calculates the next activation time for all Schedule items that are unloaded by an Unload, Force Unload, or Complete action or if they were already unloaded when OCS executed the schedule. Previously, in this scenario, OCS terminated unexpectedly. (OUTBOUND-9690)


OCS no longer terminates unexpectedly when the encoding option is configured with an invalid value, which is not supported by an International Components for Unicode (ICU) converter.

Genesys does not recommend you configure the encoding option with an invalid value. The purpose of this modification is to provide processing of HTTP requests if the encoding option is erroneously set to an invalid value. Refer to the ICU Home Converter Explorer page for a list of valid values. (OUTBOUND-9686)


OCS now correctly processes an AddRecord request when the attribute value string is excessively long. Previously, OCS unexpectedly terminated if the string was too long. (OUTBOUND-9683)


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Release Number 8.1.508.14 [10/18/17] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


If connection to the primary DB Server specified in the Database Access Point is lost, OCS now correctly connects to the backup DB Server. Previously, starting in Version 8.1.508.04, OCS was unable to connect to the backup DB Server if connection to the primary DB Server was lost. (OUTBOUND-9655)


OCS now correctly masks the values in record fields in messages sent to ICON for options configured in the log-filter and log-filter-data sections. (OUTBOUND-9597)


OCS now recognizes an agent if the agent's DN is moved from one Place to another during a lost connection between OCS and Configuration Server. Previously, if OCS lost connection to Configuration Server and received a History Log Expired notification from Configuration Server upon re-establishing the connection, the agent logging in from the new Place was not properly recognized. (OUTBOUND-9664)


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Release Number 8.1.508.05 [07/21/17] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.508.04 [07/11/17] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


In cases where ignore-empty-group is set to true and no agents are logged into the Campaign Group, if changes are made to a dialing filter parameters, OCS now correctly applies those changes. Previously, in this scenario, OCS ignored dialing filter changes. (OUTBOUND-9583)


In Push Preview dialing mode with the recall-on-unload option set to always, if a Campaign Group is unloaded non-forcefully, OCS now waits for database responses for all update requests. Previously, the Campaign Group unloaded without waiting for responses to record update requests, leaving records in a retrieved status. (OUTBOUND-9579)


OCS now sends metrics to ICON for a calling list that is configured as inactive — the Active check box in the Calling List tab of the Campaign object is marked False or the Share(List Weight) is set to 0 — for some of the running or active Campaign Groups. Previously, if a calling list was marked as inactive for one Campaign Group and active for another Campaign Group, OCS might not have sent the calling list metrics to ICON. (OUTBOUND-9541)


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Release Number 8.1.507.08 [04/21/17] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.507.07 [03/28/17] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


The silent setup for OCS now works correctly on Red Hat Linux platforms. Previously, the silent setup installation would fail with an error stating that the data entered for the host name was invalid, even though the host name did not contain any invalid characters. (OUTBOUND-9569)

OCS no longer terminates unexpectedly in the following scenario:

  1. OCS retrieves a chain with two or more records.
  2. One of the records is outside of the boundaries specified by the daily from and daily till settings.
  3. OCS dials the other record.
  4. OCS receives a RequestRecordCancel or DoNotCall request with GSW_CHAIN_ATTR = RecordOnly and the telephone number of the record that is outside of the daily from - daily till boundaries.
  5. OCS finalizes the chain for any reason.

(OUTBOUND-9540)


OCS now applies the correct call result of Cancel (code 52) to the record in the following scenario:

  1. Pre-Dial Validation is being used.
  2. OCS sends a validation request for the record before dialing the remote HTTP server.
  3. OCS receives a 409 Conflict HTTP response that does not contain an explicitly specified GSW_CALL_RESULT in the JSON body, or does not have a JSON body at all.

Previously, in this scenario, OCS incorrectly applied a call result of OK (code 0) to the record. (OUTBOUND-9523)


OCS now correctly applies values configured in the DBMS Name, Database Name, User Name, or Password fields of a Database Access Point configuration object when the values are longer than 63 characters. Previously, OCS had a 64-character limitation for these fields. (OUTBOUND-9533)


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Release Number 8.1.506.09 [12/19/16] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now sends the correct name of a Campaign Group in the CurrentAgentAssignment statistics to Stat Server after an Agent Group related to this Campaign Group is changed. (OUTBOUND-9470)


OCS no longer terminates unexpectedly when an assured engaging call is established on an agent's DN without the required user data. (OUTBOUND-9422)


OCS now sends a DB Error message (GSW_ERROR_NUMBER = 113) to an agent desktop when a ChainedRecordRequest request is received while OCS is in the process of retrieving the DoNotCall table. Previously, in this scenario, OCS incorrectly updated the records as NoCall. (OUTBOUND-9395)


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Release Number 8.1.505.10 [09/22/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


OCS now correctly frees memory when processing SCXML treatments. Previously, on Windows and Red Hat Linux platforms, OCS may have failed to free memory allocated for SCXML treatment script processing. (OUTBOUND-9421)


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Release Number 8.1.505.09 [08/05/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

Support for the Solaris operating system was added to this release on 08/24/16.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now supports the applying of an SCXML treatment when OCS receives a RecordProcessed request that contains the RecordTreatPersonal value of the GSW_TREATMENT attribute. (OUTBOUND-9373)


In multi-site configurations, when the option divert-on-ringing is set to false, OCS now correctly processes a call in the following scenario:

  1. OCS requests a T-Server/SIP Server to dial a predictive outbound call.
  2. The call is delivered to an agent's DN that is registered on a different T-Server/SIP Server.
  3. OCS receives the EventDiverted message from the first T-Server/SIP Server after receiving the EventEstablished message related to the agent's DN from the second T-Server/SIP Server.

Previously, in this scenario, OCS did not correctly clear the call from the Outbound Queued counter. (OUTBOUND-9379)


In VoIP environments, when the option call_transfer_type is set to two_step, OCS now correctly transfers calls to the Voice Transfer Destination (VTD). Previously, for two-step transfers, OCS incorrectly finalized the calls as Dropped.(OUTBOUND-9332)


OCS now connects to all dialers (T-Servers, SIP Servers, and so on) that are specified in the Connections tab of the OCS application object and are in an enabled state, even if one of the specified servers is disabled. Previously, in this scenario, OCS might fail to connect to a dialer in an enabled state if a server specified on the Connections tab was disabled. (OUTBOUND-9277)


In the following scenario, OCS now assigns the same Chain ID (chain_id) value to a new chain as the value of the GSW_CHAIN_ID attribute specified in an AddRecord request:

  1. OCS receives a valid AddRecord request with a non-zero value for the GSW_CHAIN_ID attribute and without the GSW_CHAIN_N attribute (or a value of zero for this attribute).
  2. There are no records in the calling list with the Chain ID specified in the GSW_CHAIN_ID attribute.
  3. OCS creates a new record with the Chain ID (chain_id) specified in the GSW_CHAIN_ID attribute and with the chain number (chain_n) equal to 0 (zero).

Previously, in this scenario, OCS sometimes incorrectly assigned the maximum value of chain_id fields in the calling list to new chains instead of the value of the GSW_CHAIN_ID attribute. (OUTBOUND-9271)


OCS now generates the SPMax procedure for Oracle and PostgreSQL databases to delete previous records from the maxlistid table when OCS receives subsequent AddRecord requests without the GSW_CHAIN_N attribute (or with a value of zero for this attribute) and with ascending values of the GSW_CHAIN_ID attribute. (OUTBOUND-9269)


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Release Number 8.1.504.18 [07/12/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.504.16 [06/24/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


OCS no longer terminates unexpectedly while processing JavaScript code that is embedded in an SCXML treatment script. (OUTBOUND-9285)


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Release Number 8.1.504.14 [03/30/16] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


For campaigns running in Predictive GVP dialing mode, OCS now correctly processes the record_processed option setting if the value of the new ivr_record_processed option is set to true. Previously, OCS ignored the record_processed option for Predictive GVP dialing mode and incorrectly finalized the chain.

The following new option is introduced to support this functionality:

Option Name: ivr_record_processed
Default Value: false
Valid Values: yes/true or no/false
Configuration Level: Application/Campaign Group
Changes take effect: Immediately
Description: Controls how OCS processes chain finalization in GVP dialing modes. This option works similar to the record_processed option, but enables you to configure different OCS processing options for agent-related dialing modes and GVP modes.

Note: In Progressive GVP dialing mode, if the ivr_record_processed option is not set, OCS uses the value in the record_processed option. (OUTBOUND-9233)


OCS now repeatedly executes instant actions configured in a Schedule item as repeatable when the conditions specified for these actions are met. Previously, in this scenario, OCS executed each action only once. (OUTBOUND-9197)


After a switchover from the primary to backup OCS is completed, OCS now continues to allocate ports within running Campaign Groups in the following scenario:

Previously, in this scenario, OCS stopped performing the dynamic allocation of ports and, for this reason, stopped dialing outbound calls. (OUTBOUND-9168)


OCS now has no restrictions on the size of the where and order by clauses of the dialing filter stored in the criteria and order_by options of the Filter configuration object. Previously, OCS could terminate unexpectedly if the size of either of these clauses exceeded 16 kilobytes. (OUTBOUND-9133)


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Release Number 8.1.503.17 [03/21/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


OCS no longer terminates unexpectedly while processing SCXML treatments. Previously, OCS sometimes terminated unexpectedly if a chain was removed from OCS memory while the SCXML session was still being processed. (This issue was fixed for Windows in release 8.1.503.16.) (OUTBOUND-9224)


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Release Number 8.1.503.16 [03/16/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


OCS no longer terminates unexpectedly while processing SCXML treatments. Previously, OCS sometimes terminated unexpectedly if a chain was removed from OCS memory while the SCXML session was still being processed. (OUTBOUND-9224)


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Release Number 8.1.503.15 [02/24/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.503.14 [02/10/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now allows an agent to modify a call record by Desktop protocol request if the call was transferred to an unknown DN and then the call entered a monitored queue. Previously, in this scenario, the agent could not update the call record. (OUTBOUND-9212)


OCS now returns an error to the agent's desktop when a call is transferred to an unknown DN and the record is requested to be processed. Previously, in this scenario, OCS returned an acknowledgement response but did not update the record. (OUTBOUND-9213)


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Release Number 8.1.503.12 [01/20/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

Support for Red Hat Enterprise Linux OS was added on 02/04/16.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.503.11 [12/22/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:


OCS now correctly forcefully unloads a campaign in the following scenario:

Previously, in this scenario, the campaign could remain in Unloading status indefinitely. (OUTBOUND-9181)


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Release Number 8.1.503.10 [12/04/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now correctly processes the unloading of a campaign while Interaction Server is disconnected. Previously, if Interaction Server was disconnected while a campaign was being unloaded, OCS could terminate unexpectedly. (OUTBOUND-9158)


OCS now correctly processes SCXML treatment requests to print record field values that contain the % (percent) character to the OCS log. Previously, in this scenario, OCS could terminate unexpectedly. (OUTBOUND-9139)


OCS now correctly processes the second ChainedRecordRequest request from the agent's desktop in the following scenario:

  1. The check_dnc_list and check_dnc_callback options are set to true.
  2. Two or more records of a scheduled Personal or Campaign callback are inserted in the DNC list. The timestamps of the original calls for the records precede the timestamps of the DNC requests.
  3. At the scheduled time, OCS dials or sends to an agent's desktop the first record of the callback (in accordance with the DNC rule for scheduled calls).
  4. The agent's desktop sends the first ChainedRecordRequest request for the callback.
  5. OCS sends the chained records to the desktop.
  6. The agent's desktop sends the second ChainedRecordRequest request for the callback.
  7. OCS sends the ChainedRecordsDataEnd response to the desktop.
Previously, in this scenario, OCS terminated unexpectedly. (OUTBOUND-9117)


OCS now correctly deletes an SCXML engine instance after switching to traditional treatments. Previously, in this scenario, OCS could terminate unexpectedly. (OUTBOUND-9107)


OCS now correctly switches to traditional treatments (if configured) in the following scenario:

  1. OCS is configured to use a SCXML treatment.
  2. OCS retrieves a Campaign or Personal callback from the calling list and starts an SCXML engine instance.
  3. The SCXML engine instance requests the next_record action for the callback.
  4. The SCXML engine instance completes processing the callback with the PostProcessing flag equal to the Switch.
  5. OCS generates AgentCallbackError or GroupCallbackError call results because there is no available agent.

Previously, in this scenario, OCS erroneously sent the call result to the completed SCXML engine. (OUTBOUND-9087)


OCS now correctly increments the number of attempts for each RecordProcessed request in the following scenario:

Previously, in this scenario, OCS incorrectly incremented the number of attempts by two instead of one. (OUTBOUND-9104)


OCS now correctly completes the unloading of a campaign if a Force Unload action is requested for this campaign when an SCXML treatment completes processing and switches to traditional treatments. Previously, in this scenario, the campaign could remain in Unloading forced status indefinitely. (OUTBOUND-9161)


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Release Number 8.1.502.19 [11/09/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.1.502.18 [10/12/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

Support for Windows OS was added on 10/23/15.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now correctly processes responses from the pre-dial validation Web/Application Server. Previously, OCS could terminate unexpectedly when processing Web/Application Server validation responses. (OUTBOUND-9099)


OCS now correctly reads options from Campaign Groups, Calling Lists, and other configuration objects after reconnecting to the Configuration Server or Configuration Server Proxy. Previously, if the History Log was disabled or expired and OCS was disconnected from the Configuration Server or Configuration Server Proxy, some option values might become corrupted. (OUTBOUND-9114, OUTBOUND-9118)


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Release Number 8.1.502.17 [09/04/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS:

  1. Support for the following databases. See the Supported Operating Environment: Outbound Contact page for more detailed information and a list of all supported databases.

  2. OCS now has improved database access performance. (OUTBOUND-9012)

  3. When applying an SCXML treatment, OCS now uses the record_id element attribute of the make_call action to dial a call for a record identified by this attribute. Previously, OCS dialed a call for a record that was selected for the previous next_record action, with the exception of the first make_call action, for which OCS used a record_id element attribute.

    Note: Genesys strongly recommends that SCXML scripts contain a response to the Error.Attribute event that OCS might send to an SCXML instance. For example, OCS sends this event if it receives the make_call action with the record_id element attribute related to a record that OCS has deleted from memory. In response to the make_call action for a deleted record, OCS sends the Error.Attribute event, but does not send the ocs.callresult event because it cannot dial a call for the deleted record. Therefore, to continue processing, SCXML treatments must include a response to the Error.Attribute event.

    (OUTBOUND-9009)

  4. When outbound interactions are being processed by Interaction Server, OCS now provides the Agent DBID and DN DBID to ICON in chain-related reporting events when in Push Preview dialing mode.

    Note: This functionality requires Interaction Server version 8.5.104.05 or later.

    (OUTBOUND-8966)

  5. OCS implements a safe mechanism to refer to the DB Record object from the Call object. Previously, in some complex scenarios, when the record is removed from memory but the call continues to exist, OCS terminated unexpectedly. (OUTBOUND-8950)

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now correctly processes a CM_ReqDoNotCall request from a third-party application when TargetAppDBID = 0. Previously, in this scenario, OCS displayed the following error message: TargetAppID is unknown. (OUTBOUND-9059)


OCS now successfully reconnects to Stat Server if the connection is lost. Previously, OCS sometimes needed to be restarted to restore the lost connection. (OUTBOUND-9050)


OCS now correctly processes requests to load a Campaign Group, in the following scenario:

  1. OCS receives the request to load a Campaign Group with an empty Calling Lists tab in a Campaign configuration object.
  2. In less than one second, OCS receives a RequestRecordCancel or DoNotCall request.
  3. OCS responds to the request with No active campaign found in the GSW_ERROR attribute.

Previously, in this scenario, OCS could terminate unexpectedly. (OUTBOUND-9044)


OCS now correctly processes the updating of a record that was deleted from memory. Previously, if a Campaign Group was forcefully unloaded while OCS was attempting to update the deleted record, OCS could terminate unexpectedly. (OUTBOUND-8973)


OCS now correctly notifies Interaction Server when a record is marked as Stale. Previously, in scenarios where OCS received a user event for a record marked as Stale, OCS failed to send the request_stop_processing notification to Interaction Server. (OUTBOUND-8962)


OCS now logs the correct host name for DB Server in the Std 04504 log message. Previously, in scenarios where a primary and backup DB Server pair was on warm standby, the incorrect host name was logged. (OUTBOUND-8943)


OCS now finalizes a chain in the following scenario:

  1. OCS does not dial a record in a chain due to the specified time till/time from boundaries.
  2. OCS receives an unsuccessful call result for the final record in this chain.
  3. A Next-in-Chain, Next-in-Chain After, or Next-in-Chain at Specified Date treatment is configured for this call result.
  4. The maximum number of cycle attempts for this treatment has been reached.
  5. OCS finalizes the chain even if the time of the next dialing attempt specified by the treatment is within the time till/time from boundaries of the previous record.

Previously, in this scenario, OCS dialed the previous record, which caused a violation of the maximum number of dialing attempts for other records in the chain. (OUTBOUND-8941)


OCS now correctly generates a SQL statement to update records in the database when it receives a DoNotCall or RequestRecordCancel request for a Customer ID that contains an apostrophe sign ('). (OUTBOUND-8918)


For each execution of the Reporting Stored Procedure, OCS now logs the SR return value (ReadyCount) string with the value of ready chains returned by the Reporting Stored Procedure. (OUTBOUND-8847)


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Release Number 8.1.501.11 [07/21/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


A Campaign Group is correctly unloaded in the following scenario:

  1. OCS receives a request to unload the Campaign Group.
  2. OCS starts removing the retrieved records from the buffers and updating them in the Calling List.
  3. OCS loses its connection to the DB Server and then the connection is restored.
  4. OCS finishes updating the records and unloads the Campaign Group, or executes the Force Unload action (if requested).

Previously in this scenario, OCS might fail to unload a Campaign Group. (OUTBOUND-9028)


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Release Number 8.1.501.09 [07/01/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now applies the configuration options specified for the Common Library timer controls, regardless of the configuration settings for the Audit Trail Log file. Previously, if the log_call_stats option was enabled OCS ignored the Common Library flexible timers configuration. (OUTBOUND-8971)


OCS now creates the new Stored Procedure (SP) and retrieves new records from the Calling List in the following scenario:

  1. A campaign is active or running.
  2. The dialing filter for one of the Calling Lists in a campaign is modified.
  3. OCS starts removing the retrieved records from memory and updating them in the Calling List.
  4. The connection to DB Server is lost and then restored by OCS.
  5. OCS finishes updating the records.
  6. OCS creates the new SP that satisfies the new dialing filter.
  7. OCS retrieves new records from the Calling List database that satisfy the new dialing filter.
Previously in this scenario, OCS sometimes could not create the new SP after the DB Server connection was restored, which prevented OCS from retrieving new records and as a result was unable to resume dialing.

(OUTBOUND-9011)


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Release Number 8.1.501.06 [06/19/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


When applying an SCXML treatment, OCS now uses the record_id element attribute of the make_call action to dial a call for a record that is identified by this attribute. Previously, OCS would dial a call for a record that was selected by processing the previous next_record custom action (with the exception of the first make_call action, for which OCS used a record_id element attribute).

Note: Genesys strongly recommends that SCXML scripts contain appropriate responses to the Error.Attribute event that OCS might send to an SCXML instance. For example, OCS sends this event if it receives the make_call action with the record_id element attribute related to a record that it has already deleted from memory. OCS can delete a record for many reasons, such as when a record is outside of the time_from/time_till boundaries or when it receives the Do Not Call request for the record. In response to the make_call action for a deleted record, OCS sends the Error.Attribute event without sending the ocs.callresult event because it is unable to dial a call for the deleted record. To continue processing the SCXML treatment, OCS must receive a response to the Error.Attribute event.

(OUTBOUND-8967)


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Release Number 8.1.501.05 [04/24/15] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now sends the requested CurrentAgentAssignment statistic to Stat Server and the CampaignGroupAssigned notification message to an agent's desktop when an agent is re-assigned to Inbound in the following scenario:

  1. An agent is assigned to a Campaign Group.
  2. The agent manually dials a call.
  3. The Campaign Group is stopped and unloaded before the call is completed.
  4. OCS re-assigns the agent to Inbound because there is no other Campaign Group to which the agent can be assigned.

Previously, in this scenario, OCS did not notify Stat Server and the agent's desktop about the re-assignment to Inbound. (OUTBOUND-8897)


OCS now sends the requested CurrentAgentAssignment statistic to Stat Server and the CampaignGroupAssigned notification message to an agent's desktop when an agent is re-assigned to Inbound in the following scenario:

  1. An agent is assigned to a Campaign Group.
  2. An outbound call is dialed.
  3. OCS receives the requests to stop and unload the Campaign Group.
  4. OCS keeps the assignment of the agent to the Campaign Group to answer the outbound call.
  5. The outbound call is released without transferring to the agent.
  6. OCS unloads the Campaign Group.
  7. OCS re-assigns the agent to Inbound because there is no other Campaign Group to which the agent can be assigned.

Previously, in this scenario, OCS did not notify Stat Server and the agent's desktop about the re-assignment to Inbound. (OUTBOUND-8898)


OCS no longer terminates unexpectedly in the following scenario:

  1. OCS is configured to use SCXML treatments.
  2. The SCXML treatment processing for a chain is completed.
  3. OCS switches to the regular processing of the chain (for example, when the SCXML script sets the Post Processing flag to Switch).

Previously, in this scenario, OCS attempted to send a daytime_change event to the SCXML engine for the ended SCXML instance when the daytime interval changed, which sometimes caused OCS to terminate unexpectedly. (OUTBOUND-8884)


OCS now correctly logs the names of DB Servers after reconnecting to the Configuration Server with synchronizing configuration data (when the History Log has expired). Previously, in this scenario, OCS could terminate unexpectedly. (OUTBOUND-8881)


OCS now retrieves the correct amount of chains from the calling list when using SCXML treatments. Previously, OCS did not count chains that were in an initializing state in the SCXML engine (no Record Identified notification sent) as being retrieved. Therefore, OCS might have retrieved extra chains if the SCXML script took a longer time to initialize the chain. (OUTBOUND-8875)


OCS now correctly handles dynamic port allocation in the following scenario:

  1. OCS is configured to use dynamic port allocation.
  2. OCS has not dialed any outbound calls for any currently active Campaign Groups.
  3. Agents who are assigned to an active Campaign Group have received outbound calls that were dialed for a previously active Campaign Group.
  4. The number of these calls which have been completed has reached the value specified in the history_length option.

Previously, in this scenario, OCS stopped dialing outbound calls. (OUTBOUND-8904)


When in Push Preview dialing mode, OCS now properly communicates with Interaction Server when one or more campaigns are frequently unloaded and re-loaded while interactions are still in progress. Previously, OCS might have sent a request_stop_processing message to Interaction Server for some interactions, which could cause Interaction Server to terminate interactions processing. (OUTBOUND-8628)


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Release Number 8.1.500.22 [05/06/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly writes the timestamp to the audit trail log when a call is diverted to an auto-answering device in the following scenario:

Previously, in this scenario, OCS failed to write the timestamp to the audit trail log. (OUTBOUND-8924)


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Release Number 8.1.500.21 [04/03/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


When a chain is assigned a Stale call result, OCS now switches from SCXML treatments to traditional treatments in the following scenario:

  1. OCS is configured to use SCXML treatments.
  2. A Campaign Group is forcefully unloaded.
  3. OCS marks all chains that are still in progress for this Campaign Group as Stale.

If a traditional treatment for a Stale call result is configured, OCS applies this treatment and finalizes the chains. Otherwise, OCS finalizes the chains without applying any treatment. Previously, in this scenario, OCS did not switch to traditional treatments and might have terminated unexpectedly. (OUTBOUND-8909)


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Release Number 8.1.500.20 [03/12/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly processes the next record in a chain after applying a Next in chain, Next in chain after, or Next in chain at specified date treatment in the following scenario:

  1. There are several records in a chain.
  2. OCS processes the first record in the chain, receives an unsuccessful call result, and applies a Next in chain, Next in chain after, or Next in chain at specified date treatment.
  3. OCS returns the chain with the active treatment to the database as the result of a dialing filter being changed or the scheduled time interval exceeding the value specified in the treatment_sched_threshold option.
  4. OCS retrieves the chain from the calling list in advance of the scheduled time for the treatment.
  5. Before the scheduled time for the treatment arrives, OCS again returns the chain to the database as the result of a dialing filter being changed or the Campaign Group being unloaded.
  6. OCS retrieves the chain again.

Previously, in this scenario, OCS might have processed the first record again instead of the next record in the chain, which might have caused double-dialing. (OUTBOUND-8889)


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Release Number 8.1.500.18 [02/12/15] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This version was first released as a Hot Fix on 02/03/15.

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly processes the sending of periodical reporting data to ICON. Previously, OCS could terminate unexpectedly when sending the reporting data.

Note: This issue is specific to OCS running on Windows 64-bit platforms.

(OUTBOUND-8857)


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Release Number 8.1.500.15 [01/09/15] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now works correctly when the call_wait_agent_connected_timeout option is set to a larger value than the stale_clean_timeout option and the established outbound assured call is being finalized as stale. Previously, in this scenario, OCS could terminate unexpectedly. (OUTBOUND-8700)


OCS no longer unregisters Trunk Group and Voice Transfer Destination DNs when they are changed in a configuration object related to a running or active Campaign Group. OCS now keeps them registered, such as when a Campaign Group is unloaded. Previously, in this scenario, OCS unregistered Trunk Group and Voice Transfer Destination DNs, stopped the dialing for other running Campaign Groups configured with these DNs, and halted the monitoring of current calls in progress. (OUTBOUND-8765)


OCS now works correctly in the following scenarios:

Previously, in these scenarios, OCS could terminate unexpectedly. (OUTBOUND-8764)


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Release Number 8.1.300.31 [12/30/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now works correctly in the following scenario:

  1. A Campaign Group is active or running.
  2. One or more dialing records are stored in specific OCS memory buffer (for example, records that are rescheduled by SCXML treatment for a specific statistical day in the future, such as an upcoming holiday).
  3. The Campaign Group is unloaded before those records are processed by OCS.

Previously, in this scenario, OCS could terminate unexpectedly. (OUTBOUND-8833)


OCS now continues to correctly process SCXML treatments in the following scenario:

  1. SCXML treatments are being used for records processing.
  2. The number of active SCXML sessions (one session for each chain of records being processed by the SCXML engine) closely approaches or exceeds the limitation set by the scxmli.persistence.max_active option in the scxml section of the Annex tab in the OCS application object.

Previously, in this scenario, the processing of SCXML treatment actions could slow down significantly. (OUTBOUND-8825, OUTBOUND-8830)


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Release Number 8.1.300.30 [12/10/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly processes the following scenario:

  1. The OCS options transfer_to_unknown_dn and option record_processed are set to true.
  2. An outbound call is dialed and delivered to the agent.
  3. The agent transfers the outbound call to an unknown destination (for example, to IVR for automatic processing).
  4. A finalizing request (such as RecordProcessed, or similar) is not sent to OCS by the agent desktop when the agent is in After Call Work status.
  5. The agent logs out or is moved to another agent group in Genesys Configuration.

Previously, in this scenario, OCS might have stopped responding or terminated unexpectedly. (OUTBOUND-8816)


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Release Number 8.1.300.28 [11/21/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Outbound Contact Server.

Corrections and Modifications

This release does not include any corrections or modifications.

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Release Number 8.1.300.26 [10/28/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now works correctly in the following scenario:

  1. State Chart XML (SCXML) treatments are used.
  2. A set of chains is retrieved from the calling list and the SCXML engine is initialized for each chain.
  3. At the same time the new chains are initialized, another set of chains is finalized by OCS, which terminates the SCXML engine for each chain.

Previously, in this scenario, OCS sometimes terminated unexpectedly.

The following is an example of a scenario in which OCS might terminate:

  1. OCS retrieves a set of chains from the calling list of type Campaign Rescheduled.
  2. The scheduled time for these chains is very close to the daily till boundary.
  3. The chains go beyond the daily from and daily till boundaries while OCS initializes SCXML engine instances for them.
  4. OCS completes the processing of these chains and terminates the SCXML engine.

(OUTBOUND-8755)


OCS now correctly re-calculates the dialing time within the daily from and daily till boundaries for a record in the following scenario:

  1. SCXML treatments are used.
  2. The SCXML treatment script identifies a record that should be dialed.
  3. The dialing time for the identified record is not within the daily from and daily till boundaries.

Previously, in this scenario, OCS incorrectly dialed the next record in the chain if the current time was within the daily from and daily till boundaries of that record.

(OUTBOUND-8771)


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Release Number 8.1.300.25 [09/19/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now ignores desktop protocol requests addressed to another instance of OCS in the following scenario:

  1. One or more Campaign Groups are running in Push Preview dialing mode.
  2. A desktop protocol request is sent from Interaction Server.
  3. This desktop protocol request contains the Application DBID of another OCS instance, as specified in the GSW_APPLICATION_ID attribute.

Previously, OCS responded to a desktop protocol request from Interaction Server even if its Application DBID did not match the value specified in the GSW_APPLICATION_ID attribute of the request.

Note: OCS responds to a desktop protocol request if it contains the Application ID value that matches this OCS Application ID or the Application ID of its HA peer in HA deployment mode.

(OUTBOUND-8666)


OCS now correctly applies Next in chain treatment in the following scenario:

  1. OCS receives a negative call result for which Next in chain treatment is configured.
  2. OCS has already reached the maximum number of allowed cycles through the chain (as specified by the user) or processing only allows a single cycle through the chain (system default setting).
  3. No record in the remainder of the chain can be dialed due to time_from/time_till boundaries.

OCS now reschedules the next record to be dialed at a new time within the time_from/time_till boundaries. Previously, OCS cycled back to the start of chain, violating the permitted number of chain cycles.

(OUTBOUND-8599)


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Release Number 8.1.300.24 [08/05/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now properly delivers a Personal Callback or a Personal Rescheduled record to an agent's desktop in the following scenario:

  1. A Campaign Group that is associated with an Agent Group is started.
  2. An agent logs in.
  3. A Personal Callback or a Personal Rescheduled record is scheduled for the agent.
  4. The agent logs out.
  5. The Person object for the agent is deleted from the Configuration Database.
  6. A new Person object for the agent is created in the Configuration Database with the same Agent Login.
  7. The agent is added back to the Agent Group.
  8. The agent logs in.
  9. The scheduled time of the Personal Callback or Personal Rescheduled record arrives.

Previously in this scenario, OCS did not deliver the Personal Callback or Personal Rescheduled record to the agent's desktop.

Note: This correction also covers the scenario in which a Personal Callback or a Personal Rescheduled record is scheduled for the agent after a new Person object for the agent is created and added back to the Agent Group.

(OUTBOUND-8618)


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Release Number 8.1.300.23 [07/10/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now correctly updates the call result and other fields of the records in the calling list table in the following scenario:

  1. CPD Server is used as a dialer.
  2. OCS is configured to use SCXML treatments.
  3. An outbound call is dialed for the record.
  4. The call result for the dialing attempt is unsuccessful; that is, the call is not delivered to an agent and an SCXML treatment is applied to the record.

Previously in this scenario, OCS did not update records in the calling list table. The records remained in Retrieved state until the Campaign was forcefully unloaded. (OUTBOUND-8514)


OCS now correctly processes AddRecord requests from an agent desktop in the following scenario:

  1. An agent desktop sends AddRecord request to OCS.
  2. OCS receives a RecordCancel or DoNotCall request from another (or the same) agent desktop while still processing AddRecord request.
  3. RecordCancel or DoNotCall request is for the same phone number or Customer ID as in the record which has been just added.
Previously in this scenario, OCS might have terminated unexpectedly. (OUTBOUND-8560)


OCS no longer terminates unexpectedly in the following scenario:

  1. CPD Server is used as a dialer in Transfer mode with a two-step transfer configured.
  2. OCS uses SCXML treatments.
  3. A Campaign Group is loaded and started.
  4. Outbound call is dialed for the first record in a chain which consists of several records.
  5. Outbound call rings on an agent's DN which does not have auto-answer.
  6. While the call is ringing, the agent's desktop sends the ChainedRecordRequest request to OCS.
  7. OCS sends the second record in the chain to the agent's desktop.
  8. Outbound call is abandoned from the ringing state.
  9. OCS applies the SCXML treatment.
  10. The SCXML treatment instructs OCS to dial the second record in a chain.
  11. Outbound call is dialed for the second record in a chain and finalized.
  12. OCS applies the SCXML treatment.
  13. The SCXML treatment instructs OCS to wait before the next dialing attempt.
  14. The Campaign Group is unloaded while OCS is waiting to dial another record from the chain.

(OUTBOUND-8507)


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Release Number 8.1.300.22 [05/06/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. No new features were introduced in this release of OCS.

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly forms chains of records in its internal buffers in the following three scenarios:

Scenario 1:

  1. One or more records with the same value of Chain ID field, but belonging to logically different chains, are present in two or more different calling lists that are processed by OCS simultaneously.
  2. These records with the same value of Chain ID field are retrieved into OCS buffers at the same, or close to the same time.

Scenario 2:

  1. A Chain with a distinct Chain ID is retrieved from the calling list to OCS buffers.
  2. An AddRecord request is issued for OCS to add new record(s) with the same value of Chain ID, but to a different calling list.

Scenario 3:

Combination of Scenarios 1 and 2.

Previously in these scenarios, OCS might have treated records that had the same Chain ID, but originated from the different calling lists, as belonging to the same chain, and then processed logically unconnected records together as the same chain.

(OUTBOUND-8436)


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Release Number 8.1.300.21 [04/25/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. No new features were introduced in this release of OCS.

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now properly generates the reporting stored procedure for the calling list table on PostgreSQL DBMS if a custom dialing filter with the WHERE clause is used and the value of the report-procedure-location option is set to before or after. Previously in this scenario, OCS failed to generate the reporting stored procedure. As a result, no database-related real-time statistical values were calculated for the calling list. (OUTBOUND-8499)


OCS now correctly calculates database-related real-time statistical values, including the number of ready and retrieved chains for the campaign, in the following scenario:

  1. Calling list(s) tables are stored on MS SQL, DB2 or Informix DBMS
  2. The Dialing filter with the WHERE clause is modified dynamically, while the campaign is active or running

Previously in this scenario, in some cases, OCS did not update the reporting stored procedure with the new WHERE clause of the dialing filter. For this reason, OCS might have reported database-related real-time statistical values incorrectly. (OUTBOUND-8493)


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Release Number 8.1.300.20 [03/21/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. No new features were introduced in this release of OCS.

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly performs the dynamic allocation of ports among appropriate Campaign Groups when OCS simultaneously runs other Campaign Groups for which the dynamic allocation of ports is not applicable; for example, Campaign Groups running in Preview mode. Previously in this scenario, OCS might have stopped to dial outbound calls. (OUTBOUND-8449)


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Release Number 8.1.300.19 [03/11/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. No new features were introduced in this release of OCS.

Corrections and Modifications

This release includes the following correction or modification:


In scenarios where a redundant pair of OC Servers is used, OCS in backup mode no longer sends the agent-assignments-related real-time statistics to Stat Server. Previously, the OCS in backup mode sent agent-assignments statistics to Stat Server that differed from the data that was sent by OCS in primary mode. This resulted in the incorrect behavior of the agent assignment functionality, because URS might have received incorrect information about current agent assignment from Stat Server and routed outbound calls incorrectly. (OUTBOUND-8435)


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Release Number 8.1.300.18 [02/21/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. The following new feature was introduced in this release of OCS.

Corrections and Modifications

This release does not include any corrections or modifications.

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Release Number 8.1.300.17 [01/31/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. The following new features were also introduced in this release of OCS:

Corrections and Modifications

This release includes the following corrections or modifications:


When a request to merge an assured outbound call with an engaging call is received, OCS now places the Connection_id of the outbound call in the AttributeConnID attribute and places the Connection_id of the engaging call in the AttributeTransferConnID attribute, in accordance with the SIP Server requirement for the "beep-on-merge" feature. Previously in this scenario, OCS incorrectly placed the Connection_ids in the reverse order, which blocked the "beep-on-merge" feature. (OUTBOUND-8431)


OCS now correctly processes a RecordProcessed desktop request in the following scenario:

  1. SCXML Treatments are used.
  2. An agent receives an outbound call.
  3. The agent's desktop sends the ChainedRecordRequest request for the call to OCS.
  4. OCS sends ChainedRecord response(s) to the agent's desktop.
  5. The agent's desktop sends the RecordProcessed request for the call with the GSW_TREATMENT attribute to OCS.
  6. OCS applies SCXML treatment to the chain.
  7. The agent status changes to Ready (WaitForNextCall) before OCS receives the response from the SCXML treatment script.

Previously in this scenario, OCS incorrectly updated all the records in the chain and also could have terminated unexpectedly. (OUTBOUND-8429)


If a Campaign name is specified in the GSW_CAMPAIGN_NAME attribute of a record cancellation request for a phone number or a customer ID, OCS now applies the record cancellation to matching records (including retrieved records), that are related only to this Campaign by the specified name. Previously in this scenario, OCS applied the record cancellation by the phone number or by the customer ID to retrieved matching records that were related to all running or loaded Campaign Groups, regardless of the name of the Campaign that was specified in the request. (OUTBOUND-8426)


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Release Number 8.1.300.16 [01/10/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now requests the Place status statistic from all the Stat Servers that are specified in the connections of active or running Campaign Groups that are associated with that Place. Previously, OCS might have requested the Place status statistic from a Stat Server that was not specified in the connections, and which might not have had information about that Place. For this reason, OCS might have stopped sending notifications to the agent who used this Place. (OUTBOUND-8418)


OCS now properly logs Audit Trail data for the outbound call in the following scenario:

  1. Outbound call is established on the agent’s DN.
  2. RecordProcessed request is received from the agents desktop before EventReleased is received for it (for example, in the case where the call was transferred to unknown DN).
  3. Campaign Group is unloaded before EventReleased is received for the outbound call and before three minutes elapse after RecordProcessed request was received by OCS.

Previously in this scenario, OCS did not log Audit Trail data upon Campaign Group unloading. OCS also failed to deliver snapshot data with the timestamps for the call to ICON. (OUTBOUND-8417)


OCS now exits correctly when it is started for the OCS application which is marked as disabled in the Configuration Layer. Previously in this scenario, OCS terminated unexpectedly. (OUTBOUND-8406)


OCS now considers that the DST Start and DST End Times in the "Daylight Saving Time" section of a Time Zone configuration object are the local times for this Time Zone irrespective of the "DST Definition (GMT)" description in this section. This OCS behavior now corresponds with URS and Genesys Administrator. Previously, OCS considered that DST Start and DST End Times were specified in Greenwich Mean Time (GMT), in accordance with the "DST Definition (GMT)" description. (OUTBOUND-7718)


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Release Number 8.1.300.15 [12/12/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of OCS:

(OUTBOUND-8387)

Corrections and Modifications

This release includes the following corrections or modifications:


When OCS processes pre-dial validation response from Web/Application Server, it now applies the call result 52 ("Cancel Record") to records that are negatively validated by the 409 Conflict HTTP response, which does not explicitly specify a call result by using the GSW_CALL_RESULT field in the body of the response. Previously, OCS incorrectly considered as a failure the 409 Conflict response without a call result and applied the call result that was specified by the validation-timeout-call-result option. (OUTBOUND-8396)


OCS now sends Campaign Status notification messages to an agent's desktop in the following scenario:

  1. The agent’s Place contains a DN of type Extension, ACD Position, or Voice Treatment Port, which was previously deleted and re-created in the configuration with the same Number property.
  2. OCS reconnects to Configuration Server.
  3. The agent logs in.

Previously, in this scenario, OCS did not send Campaign Status notification messages to the agent's desktop. (OUTBOUND-8395)


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Release Number 8.1.300.14 [11/15/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now correctly applies the treatment_sched_threshold option to SCXML-Based treatments in the same way that it is applied to traditional (configured) treatments. Previously, OCS did not always apply the treatment_sched_threshold option to SCXML-Based treatments, and kept all rescheduled chains in memory, even though the difference between the current time and the scheduled time exceeded the limit that was defined by the value of the option. (OUTBOUND-8392)


For the Agent Assignment functionality, OCS now properly handles configuration changes and stopping of a running campaign. Previously, for some Agent Assignment configurations, OCS could reassign agents if the reassignment contradicted the priority ranking of Campaign Groups. (OUTBOUND-8390)


If agent reassignment for the "waiting records" condition is configured (the values of both the agent-reassignment-if-waiting-records and agent-assignment options are set to true), but the Campaign Group does not have any available dialing records because calling lists are not available (no connection to DB Server, an invalid calling list, and so on), OCS now correctly reassigns all agents of the Campaign Group. Previously in this scenario, OCS did not reassign agents if calling lists were not available. (OUTBOUND-8388)


OCS no longer terminates unexpectedly when a field is deleted from a format that is related to a running Campaign Group in the following scenarios:

Scenario 1

  1. The Calling List has Table Access with a format that contains a user-defined field.
  2. The Campaign Group with the Calling List is started.
  3. The Calling List object is deleted from the Configuration (or the Table Access is changed).
  4. The Table Access object is deleted from the Configuration.
  5. The Field is deleted from the Format object.
  6. The Field object is deleted from the Configuration.
  7. The Campaign Group is stopped and unloaded.
  8. The Configuration Server is restarted.

Scenario 2

  1. The Calling List has Table Access with a format that contains a user-defined field.
  2. The Campaign Group with the Calling List is started.
  3. The Calling List object is deleted from the Configuration (or the Table Access is changed).
  4. The Table Access object is deleted from the Configuration.
  5. The Field is deleted from the Format object.
  6. The Campaign Group is stopped and unloaded.
  7. The Field object is modified or deleted from the Configuration.

(OUTBOUND-8386)


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Release Number 8.1.300.12 [09/23/13] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

This release also includes the following corrections or modifications:


In Outbound VoIP Transfer mode, OCS for the Red Hat Linux 64-bit operating system now correctly updates the call_result of an answered call to Answer when the value of the call_transfer_type configuration option is set to one_step. Previously in this scenario, OCS for the Linux 64-bit operating system sometimes incorrectly updated the call_result to Unknown. (OUTBOUND-8381)


OCS no longer terminates unexpectedly when it is processing Treatments after it loses its connection to Configuration Server and then reconnects. (OUTBOUND-8039)


The OCS Template that is used in Genesys Administrator now allows the values of the dial_log_delimiter and dial_log_destination options to be specified. Previously, any values that were specified were not taken into account. (OUTBOUND-8033)


Processing of a RecordProcessed request for a record in a chain no longer results in the updating of the attempt and call_result fields in the user data of another record, which is rescheduled by a previous RecordReschedule request. Previously in this scenario, OCS updated the user data for both records to have the same values for the attempt and call_result fields. (OUTBOUND-8016)


After receiving a user request to change dialing parameters for a session (a CM_ReqSetDialingMode request), OCS no longer changes the order in which OCS dials previously requested records, if this request does not change any parameters ("priority" and "n_records") that are related to the dialing priority of specific record types. Previously after receiving this request, OCS could change the order of dialing. (OUTBOUND-8014)


OCS now correctly processes a CM_ReqCancelRecord request with TargetAppDBID = 0, as described in Outbound Contact Reference Manual. Previously in this scenario, the following error message was displayed: "TargetAppID is unknown". (OUTBOUND-8010)


When a new record is added to an existing chain that has currently retrieved records, OCS now correctly processes the record. Previously in this scenario, OCS sometimes duplicated old records that belonged to the chain by creating new retrieved records, which resulted in double-dialing. (OUTBOUND-8007)


In Progressive GVP mode during Answering Machine Detected Drop treatment OCS now adds a 'AnsMachine' 'drop' Extension in the AttributeExtensions of RequestMakePredictiveCall when Voice Transfer Destination (VTD) is not defined. Previously in this scenario, the correct Extension was added only if VTD was defined. (OUTBOUND-8003)


OCS now properly completes a transfer and releases an outbound call on an overflow DN in the following scenario:

  1. The campaign is running in auto-dialing mode in a VoIP Environment with SIP Server and dials the outbound call on behalf of the Trunk Group DN.
  2. OCS uses a two-step transfer to transfer a successful outbound call from the Trunk Group DN to the Voice Transfer Destination (VTD)—in this scenario the value of the call_transfer_type OCS option is set to two_step).
  3. The two-step transfer sequence is started and a consultation call is received at the VTD and is distributed to the DN that is configured as the overflow DN.

Previously in this scenario, OCS did not complete the two-step transfer of the outbound call and did not instruct SIP Server to release this call on the overflow DN. (OUTBOUND-7980)


OCS now updates the substatus of WaitingRecords, and reports the corresponding statistic for a running or active session by sending a User Event with "GSW_STAT_EVENT" = 11 ("WaitingRecordsOver") in the cases when the records in the buffers become available, but OCS does not request any predictive outbound calls. Previously, OCS processed these updates only when OCS requested a new outbound call. (OUTBOUND-7950)


In Push Preview dialing mode, when the value of the direct-personal-callback configuration option is set to true, OCS now correctly processes requests from an agent desktop application for a personal callback, which are directly submitted to the agent by Interaction Server. Previously in this scenario, OCS only responded with acknowledgements for all requests but did not process the requests. (OUTBOUND-7935)


OCS for the AIX 64-bit operating system no longer unexpectedly terminates while processing SCXML scripts. Previously, in some scenarios, OCS for the AIX 64-bit operating system terminated unexpectedly while processing SCXML scripts. (OUTBOUND-7931)


When the timeout value, which is specified by the call_wait_in_queue configuration option, has expired while there are no ready agents, a correct call_result of Dropped, is assigned when a consult call is released. Previously in this scenario, an incorrect call_result of Transfer Error was assigned. This issue was specific to the Outbound VoIP environment when the value of the call_transfer_type configuration option was set to two_step. (OUTBOUND-7928, ER# 304957023)


When a session that is running in ASM mode is stopped, OCS now correctly reserves engaged agents to process in-progress calls. Previously, agents who were recently released from engaging calls could have been incorrectly reserved instead of engaged agents. (OUTBOUND-7908)


In Push Preview dialing mode, when the value of the cancel-on-desktop configuration option is set to true, OCS now marks as canceled records that are submitted to Interaction Server if OCS receives a RequestRecordCancel request that belongs to that record from a third-party application, by the Communication DN API. Previously in this scenario, OCS did not mark the record as canceled. (OUTBOUND-7882)


OCS now correctly updates the call_result as Stale (instead of Dropped) if an agent does not answer a call while it is ringing, and the call gets forwarded to an Extension DN that is configured as an Overflow DN (that is, when the value of the overflow_dn configuration option is set to true). (OUTBOUND-7878, ER# 297816561)


Messaging is now correct in the following scenario:

Previously in this scenario, NoContact was sent first, followed by AgentBusyOutbound. This causes the dialing to slow down. (OUTBOUND-7859, ER# 295547885)


OCS now continues to operate correctly if the EventDialing response to the RequestMakePredictiveCall request does not include the UserData, which was attached to the request. Previously, this scenario might have caused OCS to terminate unexpectedly. (OUTBOUND-7769)


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Release Number 8.1.200.25 [05/28/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes the new feature that was introduced in this release of OCS:

Corrections and Modifications

This release does not include any corrections or modifications.

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Release Number 8.1.200.24 [12/24/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly processes a RecordProcessed desktop request in the following scenario:

  1. SCXML Treatments are used.
  2. An agent receives an outbound call.
  3. The agent's desktop sends the ChainedRecordRequest request for the call to OCS.
  4. OCS sends ChainedRecord response(s) to the agent's desktop.
  5. The agent's desktop sends the RecordProcessed request for the call with the GSW_TREATMENT attribute to OCS.
  6. OCS applies SCXML treatment to the chain.
  7. The agent status changes to Ready (WaitForNextCall) before OCS receives the response from the SCXML treatment script.

Previously in this scenario, OCS incorrectly updated all the records in the chain and also could have terminated unexpectedly. (OUTBOUND-8422)


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Release Number 8.1.200.23 [06/20/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now correctly processes dynamic modifications that are made to dialing filters, and completely regenerates record retrieval and reporting stored procedures in the following scenario:

Previously in this scenario, OCS correctly dropped the record retrieval stored procedure, but failed to regenerate it. This has caused records to be no longer retrieved for the campaign and, therefore, no outbound calls were dialed until the campaign was stopped, unloaded, and reloaded.

Note: This problem is specific to the OCS 8.1.2 release; previous releases are not affected.

(ER# 324224921)


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Release Number 8.1.200.22 [03/12/13] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

This release also includes the following corrections or modifications:


Calls are now logged in the Audit Trail log in those cases when the Rsp_ChannelsReleased message arrives before the Rsp_CallProgress message. Previously in this scenario, calls were not added to the Audit Trail log. (ER# 317987909)


OCS now checks the treatment properties Apply to Call or Apply to Record when preparing the RequestMakePredictiveCall message. Previously, OCS did not check the treatment properties, and displayed the message Treatment <name> ignored, number in sequence not 1 for treatments with Apply to Record actions. This message should only have been displayed for treatments with Apply to Call actions, which could not be sequenced into chains. (ER# 312485117)


OCS now correctly processes an agent's activity and the call flow if another DN of type Access Resource or Network Destination, has the same number as the number of the DN used by the agent on the same switch. Previously, when a call was released on an agent's DN, OCS assumed a General Error call result. (ER# 311718596)


OCS will not stop dialing for the Progressive or Predictive campaign. Previously, OCS incorrectly deleted the active 1-sec timer that had to be used to predict dialing calls, and as a result, OCS stopped dialing for the campaign. (ER# 300072131)


OCS now correctly counts Outbound calls answered by agents when the call_transfer_type option is set to two_step. Previously, OCS did not count these calls towards the value specified by the history_length option, and as a result, did not switch from Progressive to Predictive mode. (ER# 297763859)


OCS now supports the following scenarios in autodialing transfer modes:

  1. Outbound call reaches agent.
  2. An agent initiates the two-step transfer of this call to the queue or routing point to pass the call to another agent.
  3. One of the following occurs:

OCS now allows a second agent to process the outbound call further (in the case of a successful transfer), allows the first agent to continue processing the call (in the case of a canceled transfer), or properly marks the calling record in the calling list (in the case of the call being abandoned while being transferred).

Previously in these scenarios, OCS did not allow agents to continue processing the call and might have marked the calling record in the calling list incorrectly.

(ER# 295981784)


OCS now assigns the correct agent to a Campaign if the agent with the record is removed from the Agent Group and another agent logs in. Previously, the wrong agent was assigned. (ER# 295186424)


OCS no longer generates duplicate fields in an INSERT command if a record_id is configured with send_attribute, and an AddRecordRequest from Agent Desktop contains a corresponding key with some value. In that case, OCS just ignores the value from Desktop. (ER# 294869062)


OCS now allows only Campaigns running in Preview or Push Preview modes to share the same Agent Group with another Campaign running in auto dial mode (Predictive, Predictive with seizing, Progressive, Progressive with seizing, or Predictive GVP). OCS no longer starts to run a Campaign if there is another currently running Campaign with the same Agent Group if these Campaigns are not allowed to share the Agent Group. (ER# 289958314)


In the following scenario, OCS now always generates unique GUIDs for Campaign Groups (CSGUIDs) when reporting Campaign Group activity to Interaction Concentrator (ICON):

  1. A redundant pair of Outbound Contact Servers is running.
  2. Two or more Campaign Groups are activated in the primary OCS.
  3. The primary OCS synchronizes the states of these Campaign Groups with the backup OCS (including the CSGUIDs).
  4. The backup OCS assumes the primary role because a switchover occurred or the primary OCS stopped, and continues executing the Campaign Groups activated by the primary OCS.
  5. One or more Campaign Groups are activated in the backup OCS, which is now running in primary mode.

Previously, OCS sometimes re-used CSGUIDs for the Campaign Groups activated in step 5. This has led to incorrect reporting of Campaign Group activity in Genesys Info Mart.

(ER# 288471221)


OCS now processes (skips) the back-slash escape character (\) when it is followed by a double quotation mark ("), comma (,), another back-slash (\), or forward-slash (/) character in JSON HTTP requests. Previously, OCS did not support the escape character. (ER# 285800837)


OCS now generates log message 12-10000 (level STANDARD) if it does not recognize an option value as valid. Previously, this message was not generated. (ER# 246267051)


Record-retrieving stored procedures generated by OCS no longer contain SELECT COUNT() SQL statements used for real-time reporting purposes. These statements have been moved to a separate stored procedure that OCS also generates and runs periodically. This allows for more efficient execution of record-retrieving stored procedures with less negative impact on overall DBMS performance. Previously, record-retrieving stored procedures might have had a negative impact on DBMS performance.

Note: See "Customized Stored Procedures for Calling List and Campaign Objects" in the Outbound Contact Deployment Guide for more information about stored procedures used for real-time reporting purposes.

(ER# 203032262)


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Release Number 8.1.100.12 [01/11/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS no longer exits abnormally in the following scenario:

  1. Agent assignment in multiple campaigns is being used.
  2. Stat Server delivers an improperly-formed snapshot event to OCS, which contains 2 or more references to the same agent (for example, Agent A). Stat Server is more likely to deliver such an event in scenarios in which agents are dynamically moved between various groups in the configuration.
  3. The Campaign Group to which Agent A is assigned is unloaded, while the agent continues participating in other Outbound activities.
  4. A new assignment decision is made by OCS for Agent A, as a result of Campaign Groups changing statuses or because of another assignment-related event.

Previously in this scenario, both the Primary and Backup Outbound Contact Servers sometimes exited abnormally.

(ER# 315598921)


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Release Number 8.1.100.11 [12/05/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now provides Person DBID and DN DBID information to Interaction Concentrator (ICON) in the EventOCSChainProcessed event in the following scenario:

  1. Campaign Group runs in any auto dialing mode.
  2. The OCS option record_processed is set to true.
  3. An agent receives an outbound call on the desktop and then releases it, but does not send the RecordProcessed request to OCS.
  4. The agent goes to Ready status, and OCS finalizes the chain of records.

Previously in this scenario, OCS did not provide the Person DBID and DN DBID information to ICON. This resulted in contact attempts not being associated with interactions in Genesys InfoMart.

(ER# 313561864)


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Release Number 8.1.100.10 [10/26/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


OCS now continues working properly when running on the Windows 64-bit platform in the following scenario:

  1. One or more chains consist of a single record.
  2. A treatment of type Next in chain with cycling over the chain is configured. That is, the Cycle Attempt property of the treatment is set to a positive value of 2 or more.
  3. The treatment is applied to the chain and the chain is flushed to the database and then retrieved, due either to a long interval between attempts or to the campaign being unloaded and then reloaded.

Previously in this scenario, OCS sometimes exited abnormally.

(ER# 310829309, 291677874)


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Release Number 8.1.100.08 [07/06/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


In either of the following two scenarios, OCS now allows a Media Control Platform (MCP) to use the pre-fetching functionality for a VXML application (and related resources) when OCS is configured as a part of the Proactive Contact Solution in a VoIP environment (using Progressive GVP or Power GVP dialing modes):

Previously in these scenarios, OCS always instructed SIP Server/MCP to end the dialog prepared while processing the MakePredictiveCall request, and start a new dialog which did not allow MCP to use the pre-fetching functionality.

(ER# 301177099)


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Release Number 8.1.100.07 [05/11/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:


OCS now preserves the values in the agent_id field of records of type Personal Callback when a Campaign that runs in Push Preview dialing mode is stopped and unloaded in the following scenario:

  1. Records are retrieved by OCS and submitted to Interaction Server. (Personal Callback records are only submitted to Interaction Server for processing when the OCS option direct-personal-callback is set to false.)
  2. While these records are being processed by Interaction Server, the Campaign is stopped and unloaded.
  3. The OCS option recall-on-unload is configured so that recall is in effect. For example, the option may be set to always.
  4. OCS requests Interaction Server to recall these records. The records are successfully recalled by Interaction Server.

Previously in this scenario, OCS replaced the value in the agent_id field of the Personal Callback records with an empty string. This prevented these records from being delivered to agents as Personal Callbacks later when the Campaign was reactivated.

(ER# 299406876, 294304859)


OCS now keeps the original type of records submitted to Interaction Server when a Campaign that runs in Push Preview dialing mode is stopped and unloaded in the following scenario:

  1. Records of a type other than General (for example, Personal Callback) are retrieved by OCS and submitted to Interaction Server. (Personal Callback records are only submitted to Interaction Server for processing when the OCS option direct-personal-callback is set to a value of false).
  2. The Campaign is stopped and unloaded while these records are still being processed by Interaction Server.
  3. The OCS option recall-on-unload is configured so that recall is in effect. For example, it may be set to a value of always.
  4. OCS requests Interaction Server to recall these records. The records are successfully recalled by Interaction Server.

Previously in this scenario, OCS set all successfully recalled records to type General regardless of their original type.

(ER# 299406876, 291944653)


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Release Number 8.1.100.06 [03/30/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of OCS.

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.100.05 [01/12/12] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of OCS:

Corrections and Modifications

This release also includes the following corrections and modifications:


When using the classical Predictive algorithm, OCS now enables you to define explicitly the minimum value of the Hit Ratio by using the configuration option pa-hitratio-min. Refer to the configuration options chapter of the Outbound Contact 8.1 Deployment Guide for a detailed description of this option and how to use it.

Previously, when the real value of the Hit Ratio was less than 5%, OCS always considered it to be 5%.

(ER# 282715655)


OCS now handles correctly an SCXML treatment applied to any Calling List records in which the value of one or more character fields contain a single quotation mark ('). Previously, these records were not processed by SCXML, and OCS generated an error. (ER# 269840944)


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Release Number 8.1.000.24 [12/21/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


In the following scenario, OCS now always generates unique GUIDs for Campaign Groups (CSGUIDs) when reporting Campaign Group activity to Interaction Concentrator (ICON):

  1. A redundant pair of Outbound Contact Servers is running.
  2. Two or more Campaign Groups are activated in the primary OCS.
  3. The primary OCS synchronizes the states of these Campaign Groups with the backup OCS (including the CSGUIDs).
  4. The backup OCS assumes the primary role because a switchover occurred or the primary OCS stopped, and continues executing the Campaign Groups activated by the primary OCS.
  5. One or more Campaign Groups are activated in the backup OCS, which is now running in primary mode.

Previously, OCS sometimes re-used CSGUIDs for the Campaign Groups activated in step 5. This has led to incorrect reporting of Campaign Group activity in Genesys Info Mart.

(ER# 314058794)


In the following scenario, the primary OCS now delivers the correct GUIDs for Campaign Groups to the backup OCS:

  1. The primary OCS is running and two or more Campaign Groups are active or running within it.
  2. One of these Campaign Groups is using the Record Priorities setting.
  3. The backup OCS starts and the primary OCS delivers the synchronization message to the backup OCS for the active Campaign Groups.

Previously in this scenario, the primary OCS sometimes delivered incorrect CSGUIDs to the backup OCS in the synchronization message, which resulted in incorrect CSGUID values when switchover occurred between the primary and backup OCS and sometimes affected historical reporting for Campaign Groups in Genesys Info Mart.

(ER# 313990647)


In the following scenario, the state of the Campaign Group is now synchronized correctly between primary and backup OCS:

  1. A redundant pair of Outbound Contact Servers is running.
  2. A schedule is configured to automatically activate and later deactivate Campaign Group A.
  3. Campaign Group A is activated manually (by using Genesys Administrator or Outbound Contact Manager) before the schedule activates it.
  4. The schedule automatically deactivates Campaign Group A.

Previously in this scenario, the backup OCS lost synchronization with the primary OCS during step 4, which led to Campaign Group A continuing to execute. This resulted in an erroneously active Campaign Group when the switchover occurred between the primary and backup OCS and sometimes affected historical reporting for Campaign Groups in Genesys Info Mart.

(ER# 313554805)


In the following scenario, OCS now correctly delivers Campaign Callback records to agents:

  1. Agents from multiple switches participate in the Campaign Group.
  2. Campaign Callbacks are delivered to agents as preview records. (The OCS predictive_callback configuration option is set to false.)
  3. The record is marked as a Campaign Callback by the agent from Switch A.
  4. There are no agents from Switch A available to process the Campaign Callback record when its scheduled time occurs. However, agents from Switch B are available.

Previously, OCS failed to deliver Campaign Callback records that were scheduled by the agent from Switch A to the agent from Switch B and OCS marked these records in the calling list with a Group Callback Error call result.

(ER# 312931906)


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Release Number 8.1.000.23 [08/07/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:


In the following scenario, OCS now reports Audit Trail timestamps (if configured) and delivers a call-related snapshot reporting event with Outbound Call Dialing Time, Outbound Call Transfer Time, and CPD Time metrics to Interaction Concentrator immediately after the outbound call has been processed:

  1. The Campaign Group is running in Progressive or Predictive dialing mode with CPD Server (or CPD Proxy).
  2. An outbound call has been detected as Answered by CPD Server.
  3. OCS receives the ChannelsReleased event before the CallProgress event from CPD Server.

Previously in this scenario, OCS failed to deliver a snapshot reporting event when call processing was complete. Instead, it sent this event only after the time interval set by the option stale_clean_timeout expired.

(ER# 301863976)


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Release Number 8.1.000.22 [02/10/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now preserves the values in the agent_id field of records of type Personal Callback when a Campaign that runs in Push Preview dialing mode is stopped and unloaded in the following scenario:

  1. Records are retrieved by OCS and submitted to Interaction Server. (Personal Callback records are only submitted to Interaction Server for processing when the OCS option direct-personal-callback is set to false.)
  2. While these records are being processed by Interaction Server, the Campaign is stopped and unloaded.
  3. The OCS option recall-on-unload is configured so that recall is in effect. For example, the option may be set to always.
  4. OCS requests Interaction Server to recall these records. The records are successfully recalled by Interaction Server.

Previously in this scenario, OCS replaced the value in the agent_id field of the Personal Callback records with an empty string. This prevented these records from being delivered to agents as Personal Callbacks later when the Campaign was reactivated.

(ER# 294304859)


OCS now continues working properly when SCXML-based treatments are used and the custom action next_record used in the active SCXML script contains one or more contact_info_type child elements. For example:

<ocs:next_record>
   <ocs:contact_info_type type_name="'HOME'" exclude="'yes'"/>
   <ocs:contact_info_type type_name="'DIRECT_BUSINESS'" exclude="'yes'"/>
   <ocs:contact_info_type type_name="'BUSINESS_WITH_EXTENSION'" exclude="'yes'"/>
</ocs:next_record>

Previously OCS sometimes terminated abnormally while processing an SCXML-based treatment like this.

(ER# 293857101)


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Release Number 8.1.000.21 [01/31/12] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


OCS now continues working properly when running on the Windows 64-bit platform in the following scenario:

  1. One or more chains consist of a single record.
  2. A treatment of type Next in chain with cycling over the chain is configured. That is, the Cycle Attempt property of the treatment is set to a positive value of 2 or more.
  3. The treatment is applied to the chain and the chain is flushed to the database and then retrieved, due either to a long interval between attempts or to the campaign being unloaded and then reloaded.

Previously in this scenario, OCS sometimes exited abnormally.

(ER# 293045197, 290955389)


OCS now keeps the original type of records submitted to Interaction Server when a Campaign that runs in Push Preview dialing mode is stopped and unloaded in the following scenario:

  1. Records of a type other than General (for example, Personal Callback) are retrieved by OCS and submitted to Interaction Server. (Personal Callback records are only submitted to Interaction Server for processing when the OCS option direct-personal-callback is set to a value of false).
  2. The Campaign is stopped and unloaded while these records are still being processed by Interaction Server.
  3. The OCS option recall-on-unload is configured so that recall is in effect. For example, it may be set to a value of always.
  4. OCS requests Interaction Server to recall these records. The records are successfully recalled by Interaction Server.

Previously in this scenario, OCS set all successfully recalled records to type General regardless of their original type.

(ER# 291944653)


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Release Number 8.1.000.20 [11/16/11] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:


In the following scenario, OCS now increments the attempt field for the correct record when dialing in Progressive or Predictive dialing mode:

  1. The configuration option record_processed is set to true, its default value.
  2. A chain exists that contains more than one record.
  3. An outbound call for a record in this chain is dialed, a customer is reached, and the call is connected to the agent.
  4. Agent Desktop requests this chain of records by issuing the ChainedRecordRequest desktop request to OCS after it receives an EventRinging for the outbound call. This is standard behavior of Genesys Agent Desktop (GAD).
  5. One or more chained records are sent by OCS to the agent desktop in the form of a ChainedRecord desktop event, and these desktop events arrive before the outbound call is established on the agent&39; DN; that is, before the notification EventEstablished is distributed.
  6. After finishing work with the chain and releasing an outbound call, the agent goes to Ready state without explicitly finalizing the chain, for example, by sending a RecordProcessed desktop request to OCS.

Previously in this scenario, OCS incremented the attempt field in the chained record instead of in the record which had been dialed as the outbound call.

(ER# 284958220)


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Release Number 8.1.000.19 [09/09/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. The following new features were introduced in this release of OCS.

Corrections and Modifications

This release also includes the following corrections and modifications:


OCS now stops the execution of Outbound Schedules exactly as specified in the Schedule Stop Conditions if an Outbound Schedule has been started by OCS later than its configured start time (for example, if OCS was started later than the configured start time of the Outbound Schedule).

Previously, OCS failed to stop Outbound Schedule execution at the correct time (or after the correct time interval) as specified in the Schedule Stop Conditions. (ER# 280865168)


OCS now activates and executes a non-repeatable Instant Execution Point with a Set Dialing Mode command and a Time in State condition only once if the Time spent in state attribute is greater than 0 and the target state is Running. Previously, OCS erroneously re-activated such an Instant Execution Point each time the target Schedule Item had a change to the dialing mode and/or the dialing parameters. (ER# 280286238)


OCS now continues working normally if an SCXML treatment script configured via the treatment-uri option contains JavaScript code that raises an error during pre-processing by the JavaScript engine; for example, if such code contains a function call for a user-defined function that is not defined in the script. Previously, OCS sometimes terminated abnormally in such a case. (ER# 279184085)


OCS now correctly executes an Execution Point with the condition type Time in state and the attribute Time spent in state set to a value greater than 0 if the target state is Running and the Set Dialing mode command is executed for the target dialing session while the Execution Point is waiting for the dialing session to remain for the specified time in the Running state. Previously, OCS erroneously reset the timer if a target dialing session changed dialing mode and/or parameters, and, as a result, the Execution Point was executed later than configured. (ER# 278148365)


OCS now activates and executes non-repeatable Instant Execution Points once only. Previously, OCS also erroneously re-activated such Instant Execution Points each time the Stop command was executed for a Schedule Item (either automatically by the Outbound Schedule or manually). (ER# 278102017)


OCS can now attach an arbitrary key-value pair to AttributeExtensions of the make-call requests to T-Server, SIP Server, and CPD Server when this action is triggered via SCXML script. Previously, OCS sometimes failed to attach an arbitrary key-value pair to AttributeExtensions. (ER# 277856853)


OCS now exits correctly on Sun Solaris platform when Ctrl+C is pressed in the console. Previously OCS may have produced a core file upon exit on Sun Solaris if SCXML treatments were in use by OCS. (ER# 277856802)


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Release Number 8.1.000.15 [07/05/11] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.1 release of OCS.

Corrections and Modifications

This release includes the following corrections and modifications that were made between the 8.0 releases and the initial 8.1 release:


The ivr_update_on_release configuration option now controls whether user-defined fields are updated for unsuccessful call results when you are using the Power GVP dialing mode with OBN. If the ivr_update_on_release configuration option is set to true, OCS uses the User Data provided in the Record Processed event from OBN to update the record being processed.(ER# 256973173)


OCS now correctly handles extremely long DN names. Previously, DN names longer than 512 bytes (possible in a VoIP Environment) sometimes caused OCS to terminate unexpectedly. (ER# 256006639)


When pre-dial validation is enabled, OCS no longer assigns an incorrect call result (initial call result stored in the record when it was retrieved from the calling list instead of Cancel Record call result). Previously, it assigned an incorrect call result in the following scenario:

  1. OCS sends the validation request to the Web/Application Server.
  2. The connection cannot be established to the Web/Application Server.
  3. OCS is notified that the connection failed to establish before the pre-dial validation timeout expires.

Previously, OCS sometimes assigned an incorrect call result if the host or port of the Web/Application Server was defined incorrectly in the URI and the http-response-timeout option was set to a relatively large value. (ER# 254325610)


The Audit Trail log now shows the correct phone number for calls that were dialed via CPD Server in transfer mode, were then transferred using a two-step transfer, and received an Answer call result. Previously in this scenario, the phone number in the Audit Trail log was replaced by the Voice Transfer Destination DN name. This issue occurred only if both of the following circumstances were true:

(ER# 253624716)


OCS now dynamically connects to Calling Lists if you change their weight from zero to a positive value after OCS has loaded the associated Campaign Group. (ER# 247499701)


OCS no longer populates the Time when call is established on the agent&39;s DN field in the Audit Trail log for a dropped call in the following scenario:

  1. CPD Server in transfer mode is used as a dialer.
  2. CPD Server uses two-step transfer to transfer outbound call to the Voice Transfer Destination DN.
  3. An agent does not answer the consult call, and the transfer is not completed.

(ER# 246593232)


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Known Issues and Recommendations

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


The DB Server is limited to a maximum of 1024 connections for each OCS instance. As Outbound Contact opens a new DB Server connection for every Campaign + Campaign Group + Calling List combination, Genesys recommends that you distribute these so that no single OCS instance requires more than 1024 DB Server connections.


If an OCS application is configured with multiple License Server names that are present in command-line arguments and separated by semi-colons (;), OCS might terminate unexpectedly upon start-up due to the lack of valid licenses, even if valid licenses are present.

Workaround: When specifying the locations of multiple license servers, Genesys recommends that you add them as a comma-separated (,) list. For example: server1,server2,server3.

(OUTBOUND-9310)

Found In: 8.1.503.10 Fixed In: 

You cannot use the Outbound Contact Configuration Wizard to deploy OCS on the HP-UX Itanium platform. You must use Genesys Administrator to deploy OCS on the HP-UX Itanium platform.


Genesys recommends that you avoid naming user-defined fields in the calling list table the same as the name of the calling list table. (OUTBOUND-8523)

Found In: 8.1.300.18 Fixed In: 

OCS might fail to start a dialing session that is a part of an Outbound Schedule in the following scenario:

  1. Upon its startup OCS determines that at least one Outbound Schedule is past due and should be activated immediately.
  2. The Outbound Schedule contains a dialing session (Schedule item) that has execution points configured to load and start this dialing session immediately upon Outbound Schedule activation.
  3. The dialing mode that is specified for the Schedule item in the execution point requires a license.

OCS might not be able to immediately obtain a license, and therefore the Start action in the execution point might fail.

Workaround: Configure the execution point that starts the Schedule item to start it with some minor delay (for example, 5 seconds).

(ER# 275905078, OUTBOUND-7743)


When pre-dial validation is enabled, OCS fails to correctly detect a shortage of dialing ports on the server used for dialing (T-Server, SIP Server, or CPD Server). As a result, instead of distributing the GSW_STAT_EVENT 8 (WaitingPortsStart) and GSW_STAT_EVENT 9 (WaitingPortsOver) and holding the records in OCS buffers until dialing ports are available, OCS does not dial the records and marks them with call result 41 (Dial Error).

Genesys recommends that you configure a Retry In treatment for call result 41 (Dial Error) to ensure that the records are dialed when dialing ports become available. You can also limit the number of dialing ports at the OCS application or the Campaign Group level.

(ER# 255247051, OUTBOUND-7531)


OCS does not send an error notification to the desktop in the following scenario:

  1. The desktop sends the RecordProcessed request to OCS for the record presently active on this desktop.
  2. OCS is unable to properly update the record in the database.

(ER# 204219815, OUTBOUND-6856)


For campaigns in the Push Preview dialing mode, when the direct-personal-callback option is set to true, OCS delivers information for the Personal Callback record to Interaction Server without first checking whether the agent who scheduled this Personal Callback is available to process it.

As a result, when the agent is unavailable, OCS not only does not apply the Agent CallBack Error call result to the record (and can not apply a treatment if one is configured), but it marks this record as Stale, and only when stale_clean_timeout elapses for this record.


OCS treats an outbound call as being transferred to an Unknown DN in the following scenario:

  1. A campaign is running in the IVR mode. (For information on this mode, see the "Virtual Agent Support for Notifications" section in the Outbound Contact 8.1 Reference Manual.)
  2. After being diverted to an IVR port, the outbound call is transferred to an agent who does not participate in this campaign.

In the following scenario, OCS cannot properly update the record and leaves it in a Retrieved state after processing. OCS will only mark this type of record as Stale after the timeout expires, as defined by the stale_clean_timeout option.

  1. The record_processed option is set to false.
  2. The Campaign is running in the Power GVP dialing mode and making calls via Outbound Notification Manager.
  3. The business logic of outbound call processing requires live agent involvement, so some outbound calls are passed to agents after being initially processed by the VoiceXML script.
  4. The agent completes the outbound call and it is released from the agent's DN.

Workaround: Set the record_processed option to true and send RecordProcessed to OCS after the outbound call is released from the agent's DN.

(ER# 171816052, OUTBOUND-6597)


In the Push Preview dialing mode, when Interaction Server delivers an interaction to Genesys Desktop and the agent uses T-Server to make an outbound voice call, OCS does not pass the T-Server Call GUID for this voice call to ICON.


An incorrect call result of Transfer Error, instead of Dropped, is assigned when a consult call is released when the timeout set in the option call_wait_in_queue has expired while there are no ready agents. This problem is specific to the Outbound VoIP environment when the call_transfer_type option is set to two_step. (ER# 304957023, OUTBOUND-7928)

Found In: 8.1.200.22 Fixed In: 8.1.300.12

OCS incorrectly updates call_result as Stale (instead of Dropped) if an agent does not answer a call while it is ringing, and the call gets forwarded to an Extension DN configured as an Overflow DN (overflow_dn = true). (ER# 297816561, OUTBOUND-7878)

Found In: 8.1.200.22 Fixed In: 8.1.300.12

The value of the T-Server and SIP Server consult-user-data configuration option should NOT be set to the value separate. This value prevents OCS from correctly processing a call flow when an outbound call is transferred by using a consultation call. (ER# 296779124, OUTBOUND-8286)


Messaging is not correct in the following scenario:

NoContact is sent first, followed by AgentBusyOutbound. This causes the dialing to slow down. (ER# 295547885, OUTBOUND-7859)

Found In: 8.1.200.22 Fixed In: 8.1.300.12

OCS may exit abnormally when running on a Windows 64-bit platform in the following scenario:

  1. One or more chains consist of a single record.
  2. A treatment of type Next in chain with cycling over the chain is configured. That is, the Cycle Attempt property of the treatment is set to a positive value of 2 or greater.
  3. The treatment is applied to the chain and the chain is flushed to the database and then retrieved, due either to a long interval between the attempts or to the campaign being unloaded and then reloaded.

Workaround: Explicitly configure the OCS application to run in Windows XP compatibility mode. One way to configure this is to do the following:

  1. In Windows Explorer, right-click on the OCS executable file (cm_server.exe) and select Properties.
  2. Select the Compatibility tab.
  3. Check the checkbox Run this program in compatibility mode for: and select Windows XP (Service Pack 3) from the drop-down list.
  4. Click Ok to save this setting.

(ER# 291677874)

Found In: 8.1.100.05 Fixed In: 8.1.100.10

Flexible Prioritization of Record Types is not supported for dialing sessions being run by Outbound Schedules. (ER# 275905074)

Found In: 8.1.000.15 Fixed In: 8.1.000.19

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list. For more information on discontinued support for operating environments and databases, see Discontinued Support in the Genesys Supported Operating Environment Reference Guide.


Discontinued As Of: 8.1.522.05

Discontinued As Of: 8.1.520.07

Discontinued As Of: 8.1.518.02

Discontinued As Of: 8.1.511.04

Discontinued As Of: 8.1.510.05

Discontinued As Of: 8.1.509.05

Discontinued As Of: 8.1.508.14

Discontinued As Of: 8.1.500.20

Discontinued As Of: 8.1.000.15

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Internationalization

Information in this section is included for international customers.


There are no internationalization issues for this product.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Genesys Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

Product documentation is provided on the Genesys Customer Care website, the Genesys Documentation website, and the Documentation Library DVD.

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website 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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