Release Note

Gplus Adapter for SAP ICI Multi-Channel

8.0.x

Genesys Telecommunications Laboratories, Inc. 2012–2018

Contents

Introduction

Release Number AIX Linux Solaris Windows
8.0.210.00 [10/01/18] – General   X   X
8.0.200.25 [08/17/18] – Hot Fix   X   X
8.0.200.24 [02/14/18] – Hot Fix   X   X
8.0.200.23 [09/19/17] – Hot Fix   X   X
8.0.200.22 [05/23/17] – Hot Fix   X   X
8.0.200.20 [03/03/17] – Hot Fix   X   X
8.0.200.19 [01/27/17] – Hot Fix   X   X
8.0.200.18 [09/14/16] – Hot Fix   X   X
8.0.200.17 [09/02/16] – General   X   X
8.0.200.13 [05/06/16] – General   X   X
8.0.200.12 [04/22/16] – Hot Fix   X   X
8.0.200.09 [03/07/16] – General   X   X
8.0.100.18 [12/29/15] – Hot Fix   X   X
8.0.100.17 [08/07/15] – Hot Fix   X   X
8.0.100.16 [12/24/14] – Hot Fix   X   X
8.0.100.14 [10/31/14] – Hot Fix   X   X
8.0.100.12 [06/05/14] – Hot Fix   X   X
8.0.100.08 [02/25/14] – Hot Fix       X
8.0.100.07 [07/02/13] – General       X
8.0.000.26 [03/07/13] – Hot Fix       X
8.0.000.25 [01/18/13] – Hot Fix       X
8.0.000.23 [12/04/12] – Hot Fix       X
8.0.000.22 [08/31/12] – Hot Fix       X
8.0.000.20 [07/02/12] – General       X
8.0.000.17 [01/27/12] – General       X

Link to 7.5 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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 8.0 releases of Gplus Adapter for SAP ICI Multi-Channel (the Adapter).

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


Release Number 8.0.210.00 [10/01/18] – 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

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:


The Adapter now correctly reschedules outbound Calls. Previously the Outbound Record wasn't updated correctly in the Outbound database and as a result the rescheduled call wasn't initiated. (GPS-3135)


The Adapter now correctly performs the switchover to the primary or the backup Configuration Server. Previously, the Adapter treated host names with case sensitivity rather than case insensitivity, which resulted in a failed switchover. (GPS-3191)


The Adapter now correctly handles incoming connections from SAP. Previously, on occasion, the Adapter stopped accepting an incoming connection from SAP and so stopped functioning properly. In this scenario, the only way to resolve this was to restart the Adapter. (GPS-3204)


The Adapter now functions as expected if the Workmodes_out_of_sync resource doesn't exist in the gp_resources.properties file. Previously under this condition, the agent couldn't continue working after logging into SAP. (GPS-3200)


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Release Number 8.0.200.25 [08/17/18] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


The Adapter now distributes a call to the appropriate agent, in the scenario described below, if the Free Seating feature is enabled and the following Prerequisites are met:

Prerequisites:

Scenario:

  1. Agent1 logs into Place1.
  2. Agent1 closes the browser because it is nonresponsive. As a result, the Adapter doesn't detect a logout and identifies Agent1's session as still active on DN1.
  3. Agent1 logs into Place2.
  4. Agent2 logs into Place1.
  5. Someone (a customer or an internal user) places a call to DN1. The call is distributed only to Agent2.

Previously in this scenario, when someone called DN1, the call was distributed to Agent1 and Agent2. (GPS-3195)


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Release Number 8.0.200.24 [02/14/18] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


The Adapter now correctly handles User Presence Statuses Mapping options from gp_resources.properties. Previously the Adapter might have reported an incorrect status to SAP. (GPS-3178)


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Release Number 8.0.200.23 [09/19/17] – 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 release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


The Adapter now correctly restores the Voice channel status after Wrap Up to the last Voice Channel status before Wrap Up. Previously, the Adapter restored Voice channel status to Not Ready in this scenario. (GPS-3143, GPS-3151, GPS-3160)


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Release Number 8.0.200.22 [05/23/17] – 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 release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


The Adapter now starts as a service if the Media Routing component is deployed and configured appropriately. Previously in this scenario, the Adapter could not be started as a Windows service. (GPS-3147)


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Release Number 8.0.200.20 [03/03/17] – 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 release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


In the Adapter, ReasonCodeDescription now contains the correct description string. Previously, it contained an XML encoded string. (GPS-3131)


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Release Number 8.0.200.19 [01/27/17] – 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 release contains the following new feature or functionality.

Corrections and Modifications

This release does not include any corrections or modifications.

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Release Number 8.0.200.18 [09/14/16] – 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 does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now sends correct notification messages to SAP about recent posts in a chat session if those posts contain special characters not supported in XML. Previously, if the post contained those special characters, the Adapter sent a malformed notification message. (GPS-3094)


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Release Number 8.0.200.17 [09/02/16] – 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 release contains the following new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Adapter now correctly logs out a agent from a place, such that a second agent can log into the same place. Previously, Adapter did not properly log out the first agent when the session ended, if the agent was using an email or chat channel on the agent's place, preventing the second agent from logging into the place.(GPS-3056)


Adapter now correctly sets the media channel to the correct modes if the workmode is changed to mixed. Previously, under some conditions, when changing the workmode to mixed (for example, Voice Ready or Email Not Ready), the Adapter set the media channel to the wrong modes. For example, Adapter would set voice to not ready or email to ready respectively. (GPS-3083)


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Release Number 8.0.200.13 [05/06/16] – 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 release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter no longer consumes excessive memory by keeping agent sessions in an active state after the sessions have ended. (GPS-3055, GPS-3029)


The Adapter now correctly logs agents out when their sessions end. Previously, the Adapter did not log agents out when their sessions ended, which prevented the creation of new sessions for those agents. (GPS-3056)


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Release Number 8.0.200.12 [04/22/16] – 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 the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


If a T-Server converts the ReasonCode value set by the Adapter in the TExtensions from the original numeric representation to a String, the Adapter now handles the String value correctly. Previously, in this scenario, the Adapter did not report Not Ready events to SAP. (GPS-3049)


The Adapter no longer sends the RecordProcessed request after the outbound call was released by the non-outbound agent (the agent that is not in the outbound Agent Group). Previously, this resulted in a stuck outbound call. (GPS-3044)


The inbound agent UI no longer becomes stuck while processing a transferred outbound call. (GPS-3041)


The Adapter now correctly handles dynamic updates to the GPMC_Server\subscriptionTime option. The modified value will be applied within a period of time that is less than the previous value of the option. For example, if the value is changed from 120,000 to 60,000, the new value will be applied after less than or equal to 120,000 milliseconds. (GPS-3039)


The Adapter is now able to initialize a connection to Stat Server during startup. Previously, because the packagedstatisticsdeprecated.jar file was stored in the Adapter classpath, the Adapter did not connect to Stat Server, and, as a result, it could not obtain agent statistics. (GPS-3033)


The typo in the option name enableAgentMailboxes in the GPMC_Email section has been fixed. (GPS-3032)


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Release Number 8.0.200.09 [03/07/16] – 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 release contains the following new features and functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now provides all data that is attached to the call. Previously, the Adapter did not provide the gplus-analytics-id key-value pair in the attached data of a recently answered item. (GPS-2953)


The Linux version of the Gplus Media Routing for the SAP installation wizard now correctly updates the sapadapter.properties file. For the adapter to function correctly, the iWD.PrefixRoutingAttributes = ROUTE_ATTRfeature.set.MediaRouting=com.genesyslab.gplus.sap.ici.misc.ICIRoutingFeatureSet string should be divided into two strings, as follows:

(GPS-2906)


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Release Number 8.0.100.18 [12/29/15] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The following updates are made to RecordProcessed processing:


The Adapter now sends incoming email notifications immediately. Previously, the Adapter would delay the sending of incoming email notifications by approximately one minute. (GPS-2996)


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Release Number 8.0.100.17 [08/07/15] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


The Adapter now sends telephony events to SAP without delay. Previously, there was sometimes a delay of up to one minute before telephony events were received by SAP. (GPS-2948)


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Release Number 8.0.100.16 [12/24/14] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:


The Adapter is now able to start as a Windows service. (GPS-2927)


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Release Number 8.0.100.14 [10/31/14] – 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. This release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now connects properly to a T-Server that did not have a connection to the switch when the Adapter was first initializing. Previously, in this scenario, the Adapter would not connect properly to the T-Server, even after the connection between the T-Server and the switch was restored. (GPS-2910)


The Adapter now correctly handles agent logins if the Standard Response is modified during startup. Previously, in this scenario, an exception was thrown. (GPS-2917)


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Release Number 8.0.100.12 [06/05/14] – 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 contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter will not overwrite call attached data written by external applications (for example, post routing actions) when adding the gplus-analytics-id key on call arrival. Previously, the Adapter could overwrite changes to call attached data written by external applications. (GPS-2884)


Agents can now log into the system if the current DN configuration is not stored in the adapter. Previously, an error was generated during login if an outdated system configuration was stored in the adapter. (GPS-2883)


For a Nortel PBX, only the extension DN associated with an agent place is returned for UserPresence response. Previously, the complete list of available DNs was returned. (GPS-987)


For versions 8.0.100.07 and higher, UserPresence.State.Policy is defined as follows:

UserPresence.State.Policy = com.genesyslab.gplus.sap.presence.user.voice.policy.NortelStateCalculationPolicy.java

(GPS-2898)

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Release Number 8.0.100.08 [02/25/14] – 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. This release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now correctly handles the execution of telephony events. Previously, if data was attached to a call prior to dialing the phone number, there could be a delay before the event was delivered to SAP. (GPS-2881, GPS-2872)


The Adapter now correctly handles writing server log files using Message Server. Previously, the Adapter did not start and generated the Unable to initialize application error message. (GPS-2862)


[NEW] Your system no longer terminates unexpectedly, if you are running a version of the Xerces library that is compatible with a Java API for XML Processing (JAXP) implementation for Java versions prior to 1.5 at the same as using a version of Java later than 1.5. (GPS-2866)


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Release Number 8.0.100.07 [07/02/13] – 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 release contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The dispatcher.war file was removed from the Addon folder in the IP. Previously, if this file was installed, it would cause an error message in the Gplus log file. (ER# 324777484, GPS-2851, GPS-2850)


You can now end the wrap-up session without using the SAP WebClient's End button by configuring the readyOnWrapUpReaction option set in the GPMC_Voice section:

readyOnWrapUpReaction
Default Value: 0 (zero)
Valid Values:

0 (zero) No special reaction
1 End wrap-up calls
2 Reject ready request

Changes Take Effect: After restart

Specifies whether or not the Adapter automatically drops all voice communication items in the Wrap-Up state when an agent is switched to the Ready work mode. If the value of this option is set to 2, the Adapter rejects any Ready requests on the voice channel if the agent has any wrap-up communication items.

Note: This option replaces the endWrapUpOnReady option. (ER# 323210486, GPS-957)


The agentEmailDomain and transferEmailBox options are now case-insensitive. Previously, the case sensitivity of these options sometimes led to issues in routing emails. (ER# 322444428, GPS-941)


The Adapter now supports both the HTTP/1.0 and HTTP/1.1 application protocols for communication (the keepAlive aspect) with the following limitations:

(ER# 320321898, ER# 319743828, GPS-902)


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Release Number 8.0.000.26 [03/07/13] – 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 contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now correctly works with e-mail addresses that contain a . (dot) character as part of the user name. Previously, such e-mail addresses were treated as a malformed e-mail address. (ER# 318506033)


The Adapter now adds the GSW_CALLING_LIST attribute to the RecordProcessed event sent to the Genesys Outbound Server. Previously, this attribute was omitted in requests that produced errors from the Genesys Outbound Server. (ER# 317902513)


The Adapter now suppresses the log message, Discarding IslibEventCurrentAgentStatus because version is < 7.1 or >= 7.5 when using Interaction Server 7.6 and higher. Previously, migration to Interaction Server 7.6 or higher could result in numerous debug log messages. (ER# 315919811)


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Release Number 8.0.000.25 [01/18/13] – 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 contains the following new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now correctly displays the agent presence status as Available for the entire time that the agent is logged in. Previously, the Adapter displayed the incorrect agent presence status for the Nortel switch.

To instruct the Adapter to use the Nortel switch-specific calculations for the agent presence status, do the following:
In the gp_resources.properties file, uncomment the following line by removing the # (pound) sign at the beginning of the line:
UserPresence.State.Policy = com.genesyslab.gplus.sap.core.presence.user.voice.policy.NortelStateCalculationPolicy

(ER# 314739678)


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Release Number 8.0.000.23 [12/04/12] – 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 any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now correctly handles e-mails with multiple e-mail addresses in the To: line. Previously, the Adapter did not deliver these e-mails and returned an error message while using the getContent() operation in some environments. (ER# 313016920)


The Adapter now correctly handles e-mails with an empty value in the subject line. Previously, the Adapter did not deliver these e-mails and returned an error message while using the getContent() operation in some environments. (ER# 312765635)


Now, when the allowWorkOnLoggedinPlace option is enabled, the Adapter correctly logs in a second agent on a currently occupied Place. Previously, the Adapter was unable to process these login requests. (ER# 312724309, ER# 310737506)


The Adapter now provides the correct integer value for the ChannelType parameter in a containerChanged event as stated in the ICI specifications. Previously in this scenario, the Adapter provided a string value for the ChannelType parameter. (ER# 312001957)


The Adapter now correctly routes ringing outbound calls. Previously, the Adapter did not inform the SAP system about these calls. (ER# 311579251)


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Release Number 8.0.000.22 [08/31/12] – 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 contains the following new features or functionality:

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.0.000.20 [07/02/12] – 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 release does not contain any new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now correctly writes the following log message: Dn [xxxx] is duplicated! Please, check your CME in scenarios where the configuration options rerouteDirectCallAddress and/or rerouteQueueCallAddress specify a DN with a non-unique name in Configuration Manager. These two configuration options are set in the GPMC_Voice section of the Adapter's Application options. Previously in this scenario, the Adapter failed to start and wrote the following log message: Dn [xxxx] is unknown.

The general behavior of the Adapter has not changed with this correction as the Adapter still stops the startup process by writing a related FATAL message in the log.

(ER# 302251015)


The Adapter now correctly translates outgoing internal phone numbers under the following conditions:

Previously, the Adapter incorrectly translated the outgoing internal phone numbers.

(ER# 300539445)


The Adapter now correctly accepts incoming connection requests when under heavy load conditions. Previously, the Adapter may have rejected incoming connection requests when under these conditions. (ER# 299937625)


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Release Number 8.0.000.17 [01/27/12] – 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 initial 8.0 release of Gplus for SAP ICI Multi-Channel.

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter's Queue Presence feature now correctly handles the LoggedIn and Ready statistics. Previously, these statistics were not updated and were equal to 0 (=0) in the queue. (ER# 272714501)


The Adapter can now exceed the timeout limit when processing EventRinging events without delays. Previously in this scenario, delays would occur when the 60 second timeout limit was exceeded. (ER# 245959104)


The Adapter's enhanced thread management process prevents errors from occurring when an agent logs in. Previously, the process dedicated one thread per agent or event, which could sometimes cause OutOfMemory errors to occur. (ER# 255473822)


The Adapter now sends only one NotReady(ACW) request when the automaticWrapUpMode configuration option is set to 1 and the forceChangeWorkmodeRequest configuration option is set to 0. Previously in this scenario, the Adapter sent two NotReady(ACW) requests. (ER# 269643433)


The Adapter now reconnects to the backup Configuration Server when failover occurs. Previously in this scenario, the Adapter would not reconnect to the backup if it was started as a Windows service. (ER# 283187607)


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Known Issues and Recommendations

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


There is a typo in the option name enableAgentMailboxes in the GPMC_Email section. For the option to work, change the option name to enableAgentMaiboxes. (GPS-3032)

Found In: 8.0.200.09 Fixed In: 8.0.200.11

The Adapter is unable to initialize a connection to Stat Server during startup. This prevents the Adapter from correctly detecting who is logged in to the place.

Workaround: After the Adapter is installed, go to the >lnstallation_folder>\lib folder, delete the file packagedstatisticsdeprecated.jar, and start the Adapter. (GPS-3033)

Found In: 8.0.200.09 Fixed In: 8.0.200.11

The Adapter does not connect properly to Stat Server during startup.

Workaround: To allow the Adapter to connect properly to Stat Server during startup, go to the lib folder in the Adapter installation directory and delete the packagedstatisticsdeprecated.jar file. (GPS-2923)

Found In: 8.0.100.12 Fixed In: 8.0.100.16

The Linux version of the Gplus Media Routing for the SAP installation wizard incorrectly updates the sapadapter.properties file. For the adapter to function correctly, the iWD.PrefixRoutingAttributes = ROUTE_ATTRfeature.set.MediaRouting=com.genesyslab.gplus.sap.ici.misc.ICIRoutingFeatureSet string should be divided into two strings, as follows:

(GPS-2906)

Found In: 8.0.100.12 Fixed In: 8.0.200.09

The Adapter can start only if the msgServerVerbose option is set to none. If this option is set to any other value, the Adapter does not start and generates the Unable to initialize application error message instead.

Workaround: Set the value of the msgServerVerbose option to none. (GPS-2862)

Found In: 8.0.100.07 Fixed In: 8.0.100.08

A consultation call created by the hardphone leads to the creation of an additional Interaction tab in the SAP WebClient interface due to restrictions on the SAP side. (GPS-848, ER# 314007918)

Found In: 8.0.000.23 Fixed In: 

Your system might terminate unexpectedly, if you are running a version of the Xerces library that is compatible with a Java API for XML Processing (JAXP) implementation for Java versions prior to 1.5 at the same as using a version of Java later than 1.5.

Workaround: Install the latest xercesImpl.jar file, if you are running Java version 1.5 and later. (GPS-2866)

Found In: 8.0.000.17 Fixed In: 8.0.100.08

The operating system displays a warning message (The process terminated unexpectedly) and stops the Adapter by using the administrative tools from the Microsoft Management Console (MMC). (GPS-810, ER# 303169344)

Found In: 8.0.000.20 Fixed In: 

Because of a limitation with Rockwell Spectrum T-Servers, the Adapter does not provide a full list of participants after a conference with external parties is established. (ER# 292419945)

Found In: 8.0.000.17 Fixed In: 

When an agent is in the Not Ready state with a reason code of 1, the Adapter cannot switch the agent directly into the Not Ready state with any other reason code. To avoid this issue, use one of the following workarounds:

Workarounds:

(ER# 292326496)

Found In: 8.0.000.17 Fixed In: 8.0.000.20

The Adapter does not support Stat Server in high-availability (HA) mode. (ER# 291880521)

Found In: 8.0.000.17 Fixed In: 

If the agent properties are changed in Configuration Manager while an agent is logged in to the Adapter, the Adapter must be restarted before the agent logs in again. Otherwise, the Adapter cannot work with the agent. (ER#s 287463714, 287976941)

Found In: 8.0.000.17 Fixed In: 

The Adapter does not report to SAP when a call is completed, if the agent has executed a re-login procedure during an active call. (ER# 285970738)

Found In: 8.0.000.17 Fixed In: 

Depending on the T-Server configuration settings, the SAP Web Client might incorrectly display the call state (obtained from the SAP ICI Multi-Channel) of a conference call participant as Connected, if the value of the consult-user-data configuration option is set to separate or inherited. This option specifies the method for handling user data in a consultation call and is set in the TServer section of the T-Server Application object, which is located in the Connections section of the Adapter application.

Workaround: Set the value of the consult-user-data configuration option to joint.

(ER# 304224021)

Found In: 7.5.100.49 Fixed In: 

The reason code 0 (zero) cannot be specified for a custom-defined workmode if it is transmitted in the Extensions attribute of a TRequest (sendReasonCodeInTExtensions = 1). However, it can be specified if it is transmitted in the Reasons attribute of TRequest (sendReasonCodeInTExtensions = 0).

Found In: 7.5.100.36 Fixed In: 

When the Adapter is started as a Windows service, it does not apply the Java -Xss parameter. However, the Adapter's threading model has changed and it no longer produces large thread counts. Therefore, there is no need to apply the -Xss parameter. (ER# 268346001)

Found In: 7.5.100.33 Fixed In: 

After the Genesys Local Control Agent (LCA) service is stopped and restarted, the Adapter state is not displayed correctly. In Genesys Solution Control Interface (SCI), the Adapter state is displayed as Stopped, but should be displayed as Running. (ER# 136360623)

Found In: 7.5.000.07 Fixed In: 

The WarmTransfer operation can only be used on an active consultation call. To disable the WarmTransfer operation, use the Toggle operation on the consult call. (ER# 114529021)

Found In: 7.5.000.04 Fixed In: 

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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.


Windows Server 2003

Discontinued As Of:8.0.200.09

32-bit Java

Discontinued As Of:8.0.200.09

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Internationalization

Information in this section is included for international customers.


There are no known internationalization issues for this product.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The documentation related to this software is available from the Gplus Adapters page on the Genesys Documentation website, which can be accessed after sign-on through the Customer Care website.

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

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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