Release Note

Gplus Adapter for Verint WFM

6.2.x

Genesys Telecommunications Laboratories, Inc. © 2016-2019

Contents

Introduction

Release Number AIX Linux Solaris Windows
6.2.029.00 [04/12/19] – Hot Fix   X X X
6.2.028.00 [02/28/19] – Hot Fix   X X X
6.2.027.00 [01/31/19] – Hot Fix   X X X
6.2.026.00 [08/20/18] – Hot Fix   X X X
6.2.025.00 [03/06/18] – Hot Fix   X X X
6.2.024.00 [12/11/17] – Hot Fix   X X X
6.2.023.01 [11/09/17] – Hot Fix   X X X
6.2.022.00 [09/12/17] – Hot Fix   X X X
6.2.021.00 [08/14/17] – Hot Fix   X X X
6.2.020.00 [08/01/17] – Hot Fix   X X X
6.2.019.01 [08/01/17] – Hot Fix   X X X
6.2.018.00 [05/02/17] – Hot Fix   X X X
6.2.017.00 [04/19/17] – Hot Fix   X X X
6.2.016.00 [04/04/17] – Hot Fix   X X X
6.2.015.00 [03/17/17] – Hot Fix   X X X
6.2.014.00 [03/07/17] – Hot Fix   X X X
6.2.013.00 [01/18/17] – Hot Fix   X X X
6.2.012.00 [01/09/17] – Hot Fix   X X X
6.2.011.00 [12/07/16] – Hot Fix   X X X
6.2.010.00 [11/09/16] – Hot Fix   X X X
6.2.008.00 [09/23/16] – Hot Fix   X X X
6.2.007.00 [09/15/16] – Hot Fix   X X X
6.2.006.00 [08/25/16] – Hot Fix   X X X
6.2.005.00 [08/09/16] – Hot Fix   X X X
6.2.004.00 [07/11/16] – Hot Fix   X X X
6.2.003.00 [07/01/16] – Hot Fix   X X X
6.2.002.00 [06/22/16] – Hot Fix   X X X
6.2.001.01 [05/20/16] – General   X X X

Link to 6.1 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 6.2 releases of the Gplus Adapter for Verint WFM.

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 Customer Care representative if you have any questions.


Release Number 6.2.029.00 [04/12/19] – 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 release for this product. This release contains no new features or functionality. The release is issued to synchronize release numbers with the other Gplus Adapters for WFM.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 6.2.028.00 [02/28/19] – 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 release for this product. This release contains no new features or functionality. The release is issued to synchronize release numbers with the other Gplus Adapters for WFM.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 6.2.027.00 [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 release for this product. This release contains the following new functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where deleting a Place while an agent is active at that Place caused a stuck state necessitating a restart. Agent state related to a deleted place is now correctly handled.


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Release Number 6.2.026.00 [08/20/18] – 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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where the Genesys server protocol methods were called directly instead of the warm standby methods, causing connection exceptions in some circumstances.


Fixed an issue which could cause errors in verint.version = 11.x reports when processing of outgoing consult calls caused a stuck agent state.


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Release Number 6.2.025.00 [03/06/18] – 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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where any association such as the outbound record to a call or a callback was being truncated on any server disconnect not just the server generating the call events.


Fixed an issue where a delayed startup status message to the LCA was causing the startup timeout to be exceeded when processing large recovery logs.


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Release Number 6.2.024.00 [12/11/17] – 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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where truncating agent login and ready sessions was causing inconsistencies in the internal tables.


Fixed an issue where an existing but empty event attribute would cause a determiner to fail even if alternative chained determiners were listed.


Fixed an issue with outboundpreview where NullPointerExceptions were being generated if the Agent went NotReady on that media.


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Release Number 6.2.023.01 [11/09/17] – 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 release for this product. This release contains the following new functionality:


Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter reverts to the No Reason Code Set (<null>) settings when reason codes are set on NotReady events but those reason codes have not been configured in the reasonCodeMappings Option section.


The PlaceListenerLogger and QueueListenerLogger have been moved to the DEBUG logging level from the TRACE logging level.


The Interaction Server media types (email, chat, iWD etc.) now use the media specific reason.notReady.determiner to retrieve the event attribute associated with the acwReason Option.


The Adapter no longer waits for the next login session to incorporate changes in an Agent's configuration.


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Release Number 6.2.022.00 [09/12/17] – 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 release for this product. This release contains no new features or functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


The Adapter now checks the FirstTransferConnID and LastTransferConnID attributes in addition to the TransferConnID and PreviousConnID attributes that were already being checked when tracking a transferred Inbound call and the associated Consult call. This change was implemented to ensure that transfers betweeen Genesys SIPServer/TServers are handled correctly.


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Release Number 6.2.021.00 [08/14/17] – 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 release for this product. This release contains the following new functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


A new Option, vhtFlushTime, can be added to a VQ's Annex Tab to set the VHT flush time for the calls queued in that VQ.


A code change was made to ignore a missing VHT linking attribute for inbound calls where the caller declined a VHT callback. This will prevent the single call from being double counted with the second increment to the count occurring at flush time.


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Release Number 6.2.020.00 [08/01/17] – 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 release for this product. This release contains the following new functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Two new callback Options were added: callback/callbackType and callback/abandonDelay.


The default value of the callback/connectedDeterminer Option has been changed from eventAttribute: UserData._CB_N_CUSTOMER_CONNECTED to eventAttribute: UserData._CB_T_CUSTOMER_CONNECTED.


The callback/connectedValue Option has been removed.


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Release Number 6.2.019.01 [08/01/17] – 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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue in Verint 11.x mode where the VHT callback information was still active when the callback was transferred. This resulted in the transfer being associated with the original inbound call rather than the VQ that the transfer was routed through.


Reverted the Jcraft Java Secure Channel library jar file back to Version 0.1.50 from the Version 0.1.54 that was updated in Hot Fix Release 6.1.018.00. The Adapter when using the newer version had connection problems with some SSH servers.


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Release Number 6.2.018.00 [05/02/17] – 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 release for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where a NullPointerException was thrown for voice calls with a Genesys Callback identifying attribute, but there was no associated queued event.


The ThirdParty libraries for file transfers were upgraded to newer versions. The EDT FTP library was upgraded to version 2.5.0 and the Jcraft Java Secure Channel library was upgraded to the current version. The EDT upgrade includes a fix for a thread deadlock issue that could occur when resolving the hostname.


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Release Number 6.2.017.00 [04/19/17] – 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 release for this product. This release contains the following new functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Added the application/logoutOnEmptyMediaTypes Option to change the Adapter response when an Agent remains logged into the Interaction Server but has logged out of all media.


Added the application/pendingLogout Option to change the Adapter behavior when an Agent logs out while still actively participating in a customer interaction.


Fixed an issue in Verint 11.x mode where handle time for successful vht callbacks was not being counted because the released events were not being checked for the linking identifier back to the original inbound call.


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Release Number 6.2.016.00 [04/04/17] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections:


Fixed an issue with chat Abandons on TServer/SIPServer VQs that were not being counted.


Fixed an issue where Genesys Callback support was always enabled even if the callback Option section was disabled.


Corrected omission where the new code "to 'hide' all passwords in both the regular logs and the recovery logs" was not actually included in the 6.2.007.00 Hot Fix Release.


Fixed an issue in Verint 11.x mode where NotReady sessions mapped to the ACW state in the reasonCodeMappings Option section were not included as ACW time in the reports.


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Release Number 6.2.015.00 [03/17/17] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following correction:


Fixed an issue where the eventAttributeValue determiner was returning the Key name rather than the Value of the targeted Key/Value pair.


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Release Number 6.2.014.00 [03/07/17] – 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 release for this product. This release contains the following new functionality:


Corrections and Modifications

This release includes the following corrections and modifications:


Added EmployeeID as an alternative identifier to Agent LoginID in the AgentID attribute of voice TServer/SIPServer events.


Fixed an issue where the UserEvent Request RequestRecordCancel was not one of the event types used to signify the closing of an outbound record.


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Release Number 6.2.013.00 [01/18/17] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where a consult call abandoned on a queue before the second agent answered was not being terminated properly in the internal tables. This was only occurring with the voice/parallelQueuesEnabled Option set to true.


Fixed an issue where the Adapter was not including its Application Name when sending a connection request to a TServer/SIPServer.


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Release Number 6.2.012.00 [01/09/17] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where an IllegalStateException was being thrown when a call was re-queued in a VHT VQ for the second time.


Fixed an issue where the Adapter was sending the text string, "null", for the monitored device field in the RTA state message if the Agent was not logged into a voice DN. The Adapter now sends an empty text string.


Fixed an issue in Verint 11.x mode with outbound campaign calls using Agent Seizing Mode (ASM) where the joining of the call and the associated outbound record was not being tracked correctly and the subsequent released event was not being processed which resulted in both historical reporting inaccuracies and a resource leak.


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Release Number 6.2.011.00 [12/07/16] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Added more information to the logged RTA messages in the log files.


Fixed an issue in Verint 11.x mode where NullPointerExceptions were thrown when handling unattached ACW sessions.


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Release Number 6.2.010.00 [11/09/16] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue in Verint 11.x mode where NullPointerExceptions were thrown when handling overlapping ACW and PushPreview sessions in multiple login sessions.


Fixed an issue where ConcurrentModificationExceptions were being thrown when generating the reports.


The Adapter now checks the license hostname field at startup against the simple name and the qualified name.


Fixed an issue where ACW sessions that were not contiguous with the associated call were not being filtered properly by the filter/targetGroup option.


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Release Number 6.2.008.00 [09/23/16] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue where the Adapter failed to start if any of the TServer/SIPServer(s) listed in the Connections tab refused the Adapter's connection requests at startup.


Fixed an issue where the Adapter failed to register monitored DNs with the reconnected TServer/SIPServer(s) when a lost connection was re-established.


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Release Number 6.2.007.00 [09/15/16] – 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 release for this product. This release contains the following new features:


Corrections and Modifications

This release includes the following corrections and modifications:


Added two password Options that will hide the set FTP user passwords.


Modified the logging to obfuscate any password Options or attributes from the logs.


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Release Number 6.2.006.00 [08/25/16] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue in Verint 11.x mode where an IllegalArgumentException was generated if a routed call was answered while the agent was in an ACW state and that ACW session was still open at the conclusion of the call.


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Release Number 6.2.005.00 [08/09/16] – 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 release for this product. This release contains no new features or functionality:


Corrections and Modifications

This release includes the following corrections and modifications:


Fixed a problem with successful VHT callbacks that were abandoned by the customer before the agent could join the call. These calls are now counted as Abandoned.


Fixed an issue in Verint 11.x mode where an IllegalArgumentException was generated if a PushPreview call or associated ACW session was closed prior to the outbound record being closed..


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Release Number 6.2.004.00 [07/11/16] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Fixed an issue in Verint 11.x mode where Right Party Connect Average Handle Time did not include After Call Work (ACW) time if the outbound/recordProcessedOnRelease Option was set to true which is the default value for that Option.


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Release Number 6.2.003.00 [07/01/16] – 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 release for this product. This release contains no new features or functionality.


Corrections and Modifications

This release includes the following corrections and modifications:


Chats are now counted as serviced when first answered to comply with the revised Verint specification.


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Release Number 6.2.002.00 [06/22/16] – 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 release for this product. This release contains the following new features or functionality:


Corrections and Modifications

This release includes the following corrections and modifications:


A new feature allows the path for recovery logs to be configured.


Changed the RTA state for an open outbound record after the call is released to ACW.


A new feature allows the filter Option sections to also filter by media type.


Fixed problem in Verint legacy mode where the ACW time was not included in the outbound handle time.


Fixed problem with Verint 11.x mode where the email reply was not counted if the Agent logged out prior to completing the reply.


Fixed problem where incomplete activity was not reported when the connection was lost to a TServer/SIPServer or Interaction Server.


Fixed problem where outbound calls were not reported after the first call i.e. chained records and calls were reported as a single interaction in Verint 11.x mode.


Fixed problem where the open interaction record prior to the outbound campaign call was not reported in Verint 11.x mode.


Fixed problem where unattached ACW during a non-routed interaction was not being counted in Verint 11.x mode.


Fixed problem where Genesys Callbacks were not being counted in Verint 11.x mode.


Fixed problem where outbound Preview records opened in ACW were not tracked correctly in Verint 11.x mode.


Fixed problem where PushPreview interactions that closed the record while the Agent was in ACW were not reported correctly.


Fixed problem where PushPreview interactions that did not have an associated outbound call were reported as handled in Verint Agent Scorecard Metric report.


Added a new Abandoned statistic to the Verint Email Contact Statistics report.


Fixed problem where ACW time in Progressive/Predictive chained records was not reported correctly.


A new Option section, individualDNs was added to enable monitoring of single DNs or Trunk Groups.


Fixed problem where Progressive outbound calls with open records were not reported correctly when the call was released with the Agent in a Ready state.


Fixed problem where the outbound call was not tracked when the outbound record is removed in Verint 11.x mode.


Fixed problem where non-pending ACW was not reported correctly in Verint 11.x mode.


Fixed problem where pending ACW that is ended in the call by a NotReady event was not reported in Verint 11.x mode.


Fixed problem where ASM outbound campaign calls were not being tracked properly in Verint 11.x mode.


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Release Number 6.2.001.01 [05/20/16] – 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:


Added Verint 11.x support for email interactions and reports.


A new Option, outbound/ignoreCampaignConsults, has been added.


The names used to identify the addp trace modes for the Configuration Server connection have been modified.


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Known Issues and Recommendations

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


Streams do not support individual Time Zones for each Stream. The application/timeZone Option applies to all of the configured Streams.

Found In: 5.1.001.01 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.


The callback/connectedValue Option has been removed.

Discontinued As Of: 6.2.020.00

The event.properties/interactionTarget.determiner Option has been replaced with the event.properties/chat.target.determiner and event.properties/email.target.determiner Options.

Discontinued As Of: 6.1.008.00

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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 following documentation also contains information about this software.

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

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