Release Note

Contents

Introduction

This release note applies to all 6.0 releases of the Gplus Universal Adapter for 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 Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

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

Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following modifications:

Improved the error handling when a scheduled configuration download does not take place. Expanded error message and now catch NullPointerException. (WFM-1901)

Fixed bug where registering a newly added Place would generate status updates for all Places registered with the Interaction Server occasionally resulting in incorrect RTA states. (WFM-1902)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following modifications:

The ACW sessions that are not associated with a routed call (application/acwStrategy = pendingOnly) are now considered Unattached and will be reported as ACW when the application/countUnattachedACW Option is enabled. (WFM-1894)

Fixed bug where exceptions were being thrown on ServerDisconnected events generated during the Adapter's shutdown. (WFM-1893)

Changed the response to a missing Host object in the Adapter's configuration so that a descriptive error message is logged when the exception is thrown. (WFM-1892)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following modifications:

Fixed a bug where renamed Options in the alarmCodes Option Section caused an exception to be thrown if the name did not match one of the expected Option names. (WFM-1887)

Fixed bug where Abandoned events on secondary queues would trigger false Abandon counts for vht calls. (WFM-1853)

Fixed bug where NullPointerExceptions were generated when call flows are removed from the internal tables by non-event triggers. (WFM-1891)

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Supported Operating Systems

New in This Release

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

• A new Option Section, vht, has been added to configure how the Adapter tracks and generates statistics for inbound calls when the caller selects VirtualHold callback rather than waiting for an available agent. It should be noted that the Adapter presently only supports VirtualHold - Concierge mode. The following Options are included in the new Section:


• attribute.determiner - identifies the event attribute that contains the unique call ID associated with the callback
• defaultRetries - number of times the callback will be attempted
• defaultTimeout - length of time that the callback is retained
• timeToFlushAt - time of day when the incomplete callbacks are removed

Corrections and Modifications

This release includes the following modifications:

Added the new vht Option Section to configure how VirtualHold callbacks are tracked by the Adapter. (WFM-1853)

Modified the window installation scripts to deal with restarting an installation after problems occur. (WFM-1862)

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Supported Operating Systems

New in This Release

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

• Added support for two-step transfers of chats as implemented by the Genesys Workspace Desktop Edition.


• Added six statistics to the MonitoringStatistics that are logged every 5 minutes:


• maximum number of monitored Places in last 24 hours
• maximum number of monitored Places since startup
• maximum number of monitored agent DNs in last 24 hours
• maximum number of monitored agent DNs since startup
• maximum number of concurrent agents in last 24 hours
• maximum number of concurrent agents since startup


• A new Option, application/shortAbandonEnabled, has been added to change how the Adapter counts abandoned inbound calls or chats. Short abandon thresholds can then be set by media type and/or each Virtual Queue (VQ):


• voice/defaultShortAbandonThreshold
• chat/defaultShortAbandonThreshold
• VQ Annex tab - GPlus_WFM/shortAbandonThreshold

Corrections and Modifications

This release includes the following modifications:

Added support for two-step transfers of chats. (WFM-1883)

Fixed bug where the reason.notReady.determiner setting in the voice Option section was not defaulting to the setting in the event.properties Option section. (WFM-1882)

Added six statistics to the MonitoringStatistics that are logged every 5 minutes. (WFM-1881)

Fixed the error where abandons on multi-media VQs were not tracked. (WFM-1878)

Fixed the error in the application template where the logThreshold had the wrong name. (WFM-1877)

Added the new application/shortAbandonEnabled Option with configured short abandon thresholds. (WFM-1875)

A full agent state dump is sent by the RTA state holder when a formerly disabled RTA stream is enabled and a connection established. (WFM-1865)

The write exception thrown while generating the recovery logs no longer terminates the Adapter startup. (WFM-1863)

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Supported Operating Systems

New in This Release

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

• This is the initial release of the Gplus Universal Adapter for WFM.

• The RTA connection can be encrypted with Transaction Layer Security (TLS).

• A new Option, application/acwStrategy, has been added to configure how the adapter tracks ACW time not directly attached to a routed interaction.

Corrections and Modifications

This release includes the following corrections and modifications:

Added the new application/acwStrategy Option. (WFM-1858)

The Adapter now uses multiple registration requests to the InteractionServer to keep the number of Places listed in each request to a limit of 50K. This enables more than 64K Places to be registered with the Interaction Server. (WFM-1857)

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Known Issues and Recommendations

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

The Gplus Adapter does not support Outbound Campaign ASM Dialing Modes: Predictive with Seizing or Progressive with Seizing.

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.

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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.

• Genesys Gplus Universal Adapter for WFM Installation and Configuration Guide contains detailed reference information for the Gplus Universal Adapter for WFM including configuration options and specific functionality.

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 Customer Care 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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