Release Note

Contents

Introduction

This release note applies to all 7.0 releases of the Gplus Adapter for Verint WFM.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on any third-party software used in this product, see the Read Me. Please contact your Customer Care representative if you have any questions.

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:

Fixed a bug where the CallFlow was modified on the wrong thread causing an ArrayIndexOutOfBounds exception.

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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:

• Support for the Preview mode of Genesys Callback has been added with this release. The significant change for the upgrade was support for the outbound callback response being dialed directly from the Agent's extension DN.
• A new option, retry, has been added to the historical.reports option sections that allows the retry for the adapter's ftp tasks to be configured if needed.


retry


• Section:historical.ftp
• Default value: 0
• Valid Values: 0 to 25
• Changes Take Effect: next ftp transfer

This option sets the maximum ftp retries.

Corrections and Modifications

This release includes the following corrections and modifications:

The Gplus Adapter now restarts properly after being stopped as a "graceful shutdown". Previously, a parsing error while reading the Association ID in the stateDump.json file would prevent the startup.

The Gplus Adapter now truncates an Agent's login session if their Place was deleted from the Configuration Server while the Agent was still logged in and active. Prior to the fix, the Agent's login session would be left in a "stuck" state.

The Gplus Adapter now removes the calls counted as "short abandons" from the count of calls abandoned within threshold. Previously, the short abandons were not being removed from the "abandoned in threshold" count that is used for the Service Level calculations resulting in erroneous numbers.

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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:

The Gplus Adapter now connects successfully to the backup interaction server when requested. Previously, it continued to attempt to connect to the primary interaction server.

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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:

Fixed an issue where an error in the statedump.json file (written during graceful shutdowns) caused exceptions upon startup.

An issue that might cause errors in verint.version = 11.x reports has been fixed. Previously, the error occurred when processing of outgoing consult calls resulted in a stuck agent state.

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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:

A problem with server connections where a connection to a disconnected Genesys server was not disposed correctly was fixed. Earlier, these "phantom" connections were creating reporting errors.

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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:

• A new option, timeZone, has been added to the historical:<stream name> option sections that allows the Time Zone for the stream's reports to be set to something different than the default application/timeZone:


timeZone


• Section:historical:<stream name>
• Default value: NA (By default, this value is not set)
• Valid Values: Time Zone IDs for the Java JVM - listed in Appendix A of the installation document
• Changes Take Effect:Immediately (To deal with reporting active interactions correctly, it is recommended that the stream is first disabled, the option configured, and the stream then re-enabled.)

This option sets the time zone for the stream's report timestamps.

• Due to identified security vulnerabilities in the Third Party libraries used by the Adapter, the following libraries were updated:


• Apache Commons Collection 3.2.1 library upgraded to Version 4.1
• Apache Commons Language 2.4 library upgraded to Version 3.7
• Apache Commons Velocity 1.7 library upgraded to Version 2.0
• Netty 4.0.18.Final library upgraded to Version 4.1.24.Final
• Genesys PSDK 8.5.101.09 library upgraded to Version 9.0.002.04 which included the Netty 3.10.6.Final library

The above upgrades necessitated the addition of the following libraries:

• Apache Commons Configuration 2.2 library.
• Simple Logging Facade for Java 1.7.25 library

Corrections and Modifications

This release includes the following corrections and modifications:

The Adapter no longer generates NullPointerExceptions at startup or at a reconnection to a Genesys server.

The Adapter no longer generates ConcurrentModificationException from the interaction of two or more threads. This was resolved by changing the code handling for call flows.

The Adapter no longer delays sending a startup message to LCA. Previously, the delayed status message to LCA caused the startup timeout to be exceeded when processing large recovery logs.

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Supported Operating Systems

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

New in This Release

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

• The Adapter response to planned shutdowns has been improved. A list of the active Open Media interactions is saved during a graceful shutdown. The records for those interactions are restored if they are still found to be queued in the Genesys environment after the Adapter is restarted.


• The Adapter has added support for TLS 1.2 and mutual authentication with TLS for the connections to the Genesys servers. This upgrade required libraries from Java 8 which is now the required minimum version capable of running the Adapter .


• The Adapter has added support of IPv6 addresses for the connections to the Genesys servers: SIP Server, T-Server, Interaction Server, Message Server and Configuration Server.


• A new Option, extendedPhoneStates, has been added that enables OffHook (1307), Dialing (1308) and Ringing (1309) phone states as reported RTA states if set to true.


• rta/extendedPhoneStates


• Usage: add phone states to the reported RTA states
• Default: false
• Valid Values: true or false

Corrections and Modifications

This release includes the following corrections and modifications:

There are no corrections and modifications for this release.

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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.

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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.

There are no discontinued items for this product.

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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.

• The Gplus Adapter for Verint WFM Installation and Configuration Guide contains detailed reference information for the Gplus Adapter for Verint WFM including configuration options and specific functionality.
• Gplus Adapter for WFM 7.0 Hardware and Software Requirements contains the requirements to install and configure the Gplus Adapter for Verint WFM.

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

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