Release Note

• Introduction
• Release Number
  • 7.0.003.21 [03/26/2009]–Hot Fix
  • 7.0.003.20 [02/27/2008]–Hot Fix
  • 7.0.003.19 [08/17/2007]–Hot Fix
  • 7.0.003.18 [03/27/2007]–Hot Fix
  • 7.0.003.17 [03/20/2007]–Hot Fix
  • 7.0.003.16 [03/17/2007]–Hot Fix
  • 7.0.003.15 [01/17/2007]–Hot Fix
  • 7.0.003.11 [08/30/2006]–Hot Fix (Under Shipping Control)
  • 7.0.003.10 [04/21/2006]–General (Under Shipping Control)
  • 7.0.003.06 [01/23/2006]–Hot Fix
  • 7.0.003.05 [12/09/2005]–Hot Fix
  • 7.0.003.04 [11/18/2005]–Hot Fix
  • 7.0.003.01 [04/29/2005]–General
  • 7.0.002.09 [01/20/2005]–Hot Fix
  • 7.0.002.07 [12/14/2004]–Hot Fix
  • 7.0.002.04 [11/12/2004]–General
  • 7.0.001.02 [04/15/2004]–General
  • 7.0.000.14 [02/06/2004]–Hot Fix
  • 7.0.000.12 [10/03/2003]–General
  • 7.0.000.11 [08/29/2003]–Hot Fix
  • 7.0.000.09 [08/06/2003]–Hot Fix
  • 7.0.000.06 [06/30/2003]–General
• Link to 6.1 RN (Cumulative)
• Known Issues and Recommendations
• Internationalization
• Additional Information

Introduction

This release note applies to all 7.0 releases of Call Concentrator. Information will be added to this release note as subsequent versions of the component are released. To help you identify the specific differences in releases, the release note includes new features and corrections and modifications for each release. Links in the Contents section enable you to access information regarding a specific release.

The Known Issues and Recommendations section is a cumulative list with the most recent items at the top of the list. This list includes information on when individual items were found and, if applicable, corrected.

New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following correction or modification:

Call Concentrator now restores the Login state for the Agent when Call Concentrator restores a lost connection with T-Server. Previously, Call Concentrator did not restore the Login state. (ER# 218371994)

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Release Number 7.0.003.20 [02/27/2008]–Hot Fix

New In This Release

This is a hot fix for Call Concentrator. This release introduces the use-party-fix configuration option described in the Corrections and Modifications section.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator now properly handles conference scenarios in which DNs of all monitored parties belong to the same switch and one of the parties is a service observer. Previously in such scenarios, certain time-related data could be incorrect; for example, Call Concentrator could report an incorrect talk time for the agents participating in the conference or an incorrect start time for the consultation leg of the conference.

In order to preserve legacy behavior, this release introduces a new configuration option, use-party-fix, which has the following definition:

[callconcentrator]
Valid values: true,false
Default value: false
Changes Take Effect: When Call Concentrator is restarted

With the value of true, Call Concentrator, after restart, correctly handles a conference scenario described above. When this option is not set or has the false value (default), Call Concentrator behaves as it did in previous releases. (ER# 161203231)

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Release Number 7.0.003.19 [08/17/2007]–Hot Fix

New In This Release

This is a hot fix for Call Concentrator. This release introduces the use-conf-fix configuration option described in the Corrections and Modifications section.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator now properly recognizes TEvents generated in the following conference scenario:

1. The monitor-observers Call Concentrator configuration option has been set to false.
2. The switch adds a service observer to an active consultation call.
3. The consultation call completes when a conference is invoked.

Under these circumstances, previous Call Concentrator releases may not recognize completion of the conference and, as a consequence, does not properly store attached data to the EVREFEX table for the conference-controlling party in the primary call. Instead, Call Concentrator overwrites data relating to the original call with data from the consultation call.

In order to preserve legacy behavior, this release introduces a new configuration option, use-conf-fix, enabling you to control Call Concentrator behavior. The use-conf-fix option has the following definition:

[callconcentrator]
Valid values: true,false
Default value: false
Changes Take Effect: When Call Concentrator is restarted

If this option is not set (or set to false), Call Concentrator may fail to record information about consultation call completion using the conference operation. If expressly set to true, Call Concentrator, upon restart, behaves as described above. (ER# 147420776)

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Release Number 7.0.003.18 [03/27/2007]–Hot Fix

New In This Release

This is hot fix for Call Concentrator. This release introduces the following new features and functionality:

• Call Concentrator now supports DN state 14 which corresponds to calls placed and cleared from virtual queues. To enable this functionality, this release introduces the use-new-vq-states configuration option:

  [callconcentrator]
  Option: use-new-vq-states
  Valid values: true,false
  Default value: false (compatible with previous version)
  Changes Take Effect: When Call Concentrator is restarted

  When this option is set to true, Call Concentrator generates an AREC record with DN state 14 for calls that are cleared from a virtual queue. (ER# 119331921)

Corrections and Modifications

This release includes no other corrections or modifications.

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Release Number 7.0.003.17 [03/20/2007]–Hot Fix

New In This Release

This is hot fix for Call Concentrator. This release introduces the following new features and functionality:

• The monitor-observers configuration option, which, when set to false, enables Call Concentrator to exclude from monitoring TEvents with ThisDNRole=observer (10).

  [callconcentrator]
  Option: monitor-observers
  Valid values: true,false
  Default value: true (compatible with previous version)
  Changes Take Effect: When Call Concentrator is restarted

  You define this option directly within the Call Concentrator application's properties. (ER# 116608761)

Corrections and Modifications

This release includes no other corrections or modifications.

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Release Number 7.0.003.16 [03/17/2007]–Hot Fix

New In This Release

This is hot fix for Call Concentrator. This release introduces the following new features and functionality:

• The monitor configuration option—This new option handles Call Concentrator limitations related to multiple EventQueued TEvents on Avaya switches in following (and similar) scenarios:

• Call arrives to a Routing Point or External Route Point (VDN)
• EventQueued (ThisDN=DN1) and EventRouteRequest (ThisDN=DN1) generated
• Upon routing to the agent, another EventQueued (ThisDN=DN2) generated for ACD queue (ACD split)

In this scenario, Call Concentrator may not properly recognize the call flow and may incorrectly associate the following agent-related ARECs with wrong SCDR. This new option enables you to exclude ACD queues (ThisDN=DN2) from event processing.

You can define this option in the annex properties of each ACD queue object that should be excluded from event processing. This option was introduced as alternative to the permissions managed in complex environments:

[callconcentrator]
Option: monitor
Valid Values: true, false
Default Value: true
Changes Take Effect: When Call Concentrator is restarted

(ER# 116609093)

Corrections and Modifications

This release includes no other corrections or modifications.

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Release Number 7.0.003.15 [01/17/2007]–Hot Fix

New In This Release

This is hot fix for Call Concentrator. This release contains the following new feature:

• In environments where call legs pass through multiple endpoints, Call Concentrator may receive EventAttachedDataChanged TEvents on one of these endpoints after the call leg has left that endpoint. The following, for example, illustates one possible sequence of TEvents that Call Concentrator can receive:

  1. EventRouteUsed from a routing point RP.
  2. EventRinging from an agent DN.
  3. EventAttachedDataChanged from the routing point RP.

  Given a multiple-endpoint scenario, Call Concentrator may assign the wrong endpoint to a call leg. To address this issue, this release introduces the ignore-adata-changed configuration option.

  Default Value: off
  Valid Values: on, off
  Dependencies: None
  Changes Take Effect: When Call Concentrator is restarted

If this option is set to on, Call Concentrator excludes EventAttachedDataChanged TEvents from call processing logic, except when processing attached data changes that are reported with the TEvent.

If set to off, Call Concentrator processes EventAttachedDataChanged TEvents as it does most other TEvents. As a result, in multiple-endpoint scenarios, Call Concentrator may generate SCDR records containing incorrect agent or DN information. Off is the default value and the value that Call Concentrator inherently uses if this option is not explicitly set, thereby preserving legacy behavior. (ER# 95868997)

Corrections and Modifications

This release includes no other corrections or modifications

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following correction or modification:

In deployments involving several T-Server applications monitoring the same switch, Call Concentrator now properly registers newly added DNs with all T-Server applications. Formerly, Call Concentrator registered a new DN with only a single T-Server. (ER# 62871030)

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New In This Release

This release is under shipping control. This release includes no new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:

Call Concentrator now properly processes treatment events in call recognition. Formerly, Call Concentrator was processing treatment events in a way that occasionally prevented calls from being recognized as completed. This resulted in some calls getting caught in Call Concentrator's memory and the call detail records not being written to the database. (ER# 35054493)

When an agent logs out of the DNs from one switch, Call Concentrator now correctly recognizes that the agent remains logged into the DNs of any remaining switches for that place. Formerly, Call Concentrator wrote incorrect data to the database when an agent logged out of DNs that belonged to different switches but were assigned to the same place. Once the agent logged out of the DNs on the switch, Call Concentrator considered the agent to be logged out of all DNs on all switches. This defect was originally corrected in a Hot Fix release 7.0.003.06. (ER# 25574317)

Call Concentrator now correctly processes calls on routing points when routing is required in a multi-site transfer scenario. Formerly, these calls were getting caught in Call Concentrator memory and the call detail records were not being written to the database. This defect was originally corrected in a Hot Fix release 7.0.003.05. (ER# 22898389)

Call Concentrator now correctly processes dynamic changes in the Advanced Disconnect Detection Protocol configuration. Formerly, it failed to process these changes, which could make troubleshooting connectivity issues difficult. This defect was originally corrected in a Hot Fix release 7.0.003.04. (ER# 3753691)

Call Concentrator now correctly resolves naming conflicts for single calls which have the same switch assigned CallID. Formerly, these conflicting calls were named in a way that resulted in large amounts of memory being consumed. This defect was originally corrected in a Hot Fix release 7.0.003.04. (ER# 5625458)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following correction or modification:

When an agent logs out of the DNs from one switch, Call Concentrator now correctly recognizes that the agent remains logged into the DNs of any remaining switches for that place. Formerly, Call Concentrator wrote incorrect data to the database when an agent logged out of DNs that belonged to different switches but were assigned to the same place. Once the agent logged out of the DNs on the switch, Call Concentrator considered the agent to be logged out of all DNs on all switches. (ER# 25574317)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections andModifications

This release includes the following correction or modification:

Call Concentrator now correctly processes calls on routing points when routing is required in a multi-site transfer scenario. Formerly, these calls were getting caught in Call Concentrator memory and the call detail records were not being written to the database. (ER# 22898389)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator now correctly resolves naming conflicts for single calls which have the same switch assigned CallID. Formerly, these conflicting calls were named in a way that resulted in large amounts of memory being consumed. (ER# 5625458)

Call Concentrator now correctly processes dynamic changes in the Advanced Disconnect Detection Protocol configuration. Formerly, it failed to process these changes, which could make troubleshooting connectivity issues difficult. (ER# 3753691)

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New In This Release

This is a general release for this product. The following new functionality has been added in this release:

This release includes a new configuration option, ignore-observing-dns.This option does not appear in the application template. You must create it manually. The option settings are:

Default Value: off
Valid Values: on, off, true, false, yes, no
Dependencies: None
Dynamic Change: No

If you create this option and set its value to on, Call Concentrator does not include observing DNs in the list of DNs involved in a call leg. Setting this option to on prevents a call from becoming stuck in the following scenario:

1. An observing DN is included as a participant in a call segment.
2. The agent being observed and the observer both release the call segment.
3. Call Concentrator correctly records the agent's DN as having been released.
4. Call Concentrator maintains the observing DN as a participant because it does not receive an event that indicates that the observer has released the call segment.
5. The call cannot be deleted and is now stuck.

To retain the previous functionality, do not create this option or else manually create it and set the value to off. (ER# 98688)

Call Concentrator now registers DNs of the Trunk type. This release also includes a new configuration option, ignore-trunks. Configuring this option enables users to specify whether Call Concentrator should register Trunk DNs. This option does not appear in the application template. You must create it manually. The option settings are:

Default Value: on
Valid Values: Boolean
Dependencies: None
Dynamic Change: No

If the option is set to on, then Call Concentrator ignores DNs of the Trunk type. If the option is set to off, Call Concentrator tries to register Trunk DNs as if they were configured as Extensions. (ER# 92070)

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator now correctly handles the deletion of locked calls. Formerly, if Call Concentrator needed to delete a locked call, it deleted the call but not the individual call segments that composed it. In some scenarios, these incorrectly-maintained call segments caused errors in subsequent call processing that made Call Concentrator terminate unexpectedly. (ER# 99094)

Call Concentrator now always writes the correct SwitchCallID value to the SCDR table in transfer scenarios. Formerly, when you had a single-step transfer of a call that was on multiple DNs, Call Concentrator entered an incorrect value into the SCDR record for the post-transfer segment of the call. (ER# 98316)

Call Concentrator no longer terminates unexpectedly in some conference scenarios. (ER# 96292)

Call Concentrator now correctly unregisters DNs after they are removed from the Configuration Database. Formerly, Call Concentrator did not unregister these DNs and therefore T-Server continued to send events for these nonexistent DNs. (ER# 90901)

Call Concentrator now records the correct values for the RmtDN and RmtAgent fields of the SCDR table in cases in which a CONSULT segment of the call is forwarded from one DN, which does not answer, to another. (ER# 90866)

Call Concentrator now handles the EventServerDisconnect event correctly. Formerly, Call Concentrator called TCloseServer in response to EventServerDisconnect, which led to Call Concentrator terminating unexpectedly. (ER# 90785)

Call Concentrator no longer terminates unexpectedly when a new tenant is added to the Call Concentrator Application object. (ER# 90674)

Call Concentrator now writes information about the valid EventData_1 and GlobalData_1 options to the log during initialization. (ER# 87034)

Call Concentrator now correctly matches the EventPartyAdded TEvent with a call leg corresponding to an added external party. Formerly, Call Concentrator searched for the call leg from the list of call legs attached to the ThisDN attribute of the EventPartyAdded TEvent and selected the first call leg in the list that satisfied the search criteria. This created a potential for errors, since new call legs are inserted at the end of the list. This meant that the call leg that Call Concentrator eventually found might actually be a dead (scheduled for deletion) leg of another, unrelated call instead of the one Call Concentrator was searching for. (ER# 72030)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following correction or modification:

Calls are now correctly recognized as completed in certain call scenarios that involve routing. Formerly, if T-Server sent an EventAttachedDataChanged TEvent that named the route point as ThisDN to Call Concentrator after the call was already routed, Call Concentrator might later incorrectly identify the call as continuing after it had actually ended. (ER# 94439)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator now correctly processes single-step transfer scenarios. Formerly, a single-step transfer to an ACD or Routing Point could be not recorded correctly in the database. (ER# 92892)

Call Concentrator now correctly reconnects to LDS after the connection is broken. Formerly, in certain scenarios, Call Concentrator tried to connect directly to T-Server after losing connection to LDS. (ER# 93218)

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New In This Release

This is a generally available release for this product. This release includes no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator no longer terminates unexpectedly on AIX platforms when process memory reaches 256 MB. (ER# 90885)

Call Concentrator no longer terminates unexpectedly in some conference scenarios. (ER# 89759)

If Call Concentrator loses its connection with Configuration Server after completing initialization, Call Concentrator now tries to reconnect in asynchronous mode. This eliminates an issue that resulted in Call Concentrator stopping event processing. Note that if Call Concentrator loses its connection with Configuration Server during the initialization phase, Call Concentrator generates an error message and exits. (ER# 88843)

You no longer receive an incorrect warning message when you add Configuration Server to the Connections tab of the Call Concentrator Application object. Formerly, adding this connection generated an error message that said WARNING! Application 'confserv' of an alien type has been added to the connections. The change is ignored. Note that this warning was harmless and did not affect Call Concentrator's functioning. (ER# 87349)

Call Concentrator no longer connects directly to a newly-added T-Server when Call Concentrator is also connected to LDS. Instead, Call Concentrator correctly receives TEvents from the new T-Server via LDS. (ER# 86118)

This release of Call Concentrator corrects an issue that sometimes resulted in an incorrect order of SCSequence records in the SCDR table. (ER# 85723)

Call Concentrator now correctly processes single-step transfer scenarios so that call records are correctly written to all tables. Formerly, in some cases a single-step transfer led to a stuck call and call records appeared only in the AREC table. (ER# 85392)

This release of Call Concentrator corrects an issue that sometimes resulted a negative value for the duration of the AREC status. (ER# 84340)

The Duration field in the GCDR table now records durations that are consistent with the durations and start times in the respective SCDR entries. (ER# 79996)

Call Concentrator now uses the timeout specified by the DNRegistrationDelay option for registering DNs added during runtime. This prevents Call Concentrator from sending T-Server requests about new DNs that T-Server has not yet had time to register. (ER# 79923)

This release corrects a defect in the function that Call Concentrator uses to convert ConnIDs to strings. The defect appeared only on 64-bit platforms and affected CCON processing any ConnID that exceeded 2**63-1. (ER# 79800)

Call Concentrator now correctly records values in the DialTime field in the SCDR table when an inbound call is abandoned. In addition, the Call Concentrator documentation has been modified to explain more accurately what values you might expect for DialTime. (ER# 79600)

The way that Call Concentrator sets the value for F_estb has been changed. The flag is set for each call segment (leg) to F_inconf = 1. Formerly, this flag was set to F_estb = 0 when a new party was added to a conference. (ER# 78812)

In the exact scenario described below, Call Concentrator ignores an EventPartyAdded event and produces three different GCDRs, one each for calls C1, C2, and C3.

An EventPartyAdded event without an OtherDN attribute arrives at the moment when exactly three non-expired calls coexist on ThisDN, where:

• The first call, C1, is inbound and scheduled for deletion.
• The second call, C2, is outbound and also scheduled for deletion, having been conferenced with the third call, C3.
• The third call, C3, is still alive.

Previously, in this scenario Call Concentrator could not distinguish whether it was C1 or C2 that was conferenced with C3.(ER# 77576)

Call Concentrator now correctly splits durations for ringing, routing, and queuing times among pre-transfer (consultation) and post-transfer legs, resulting in negative talk times. (ER#s 76742 and 87477)

Call Concentrator now connects correctly to a backup LDS after Call Concentrator loses connection with the primary LDS and cannot reestablish its connection. (ER# 67396)

During initialization, Call Concentrator no longer generates this error message:

WARNING! Unknown section 'log'.

(ER# 87433)

The default value of the UseCfgDnType configuration option in the Call Concentrator application template has been corrected. The default template value is now off. (ER# 80121)

The Call Concentrator application template now has the correct spelling for two configuration option names: HeldAgentStatusesOnly and AgentStatuses. (ER#s 79956, 79957)

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New In This Release

This is a generally available release for this product. The following new configuration option has been added in this release:

use-null-values
Default Value: False
Valid Values: Boolean
Dependencies: None
Dynamic Changes: No

If set to true, the option directs Call Concentrator to use the NULL literal instead of "0"/"" (an empty string) as the default field value for the EVREFEX table. Note that NULL values are not currently supported for Oracle binding.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator no longer terminates unexpectedly after receiving EventQueued with the call state Forwarded. (ER#s 73677, 74050)

Call Concentrator now correctly processes dynamic changes to the BindThreshold parameter. (ER# 71120)

Call Concentrator now correctly processes a second EventRinging TEvent for a forwarded call. Previously, incorrect processing caused a memory leak that led to Call Concentrator terminating unexpectedly. (ER#s 71935, 78026, 75155, 72041)

The procedure used for SCDR number assignment (the SCSEQUENCE field in the SCDR table) has been improved to prevent the appearance of gaps and duplicates in the number sequence, even for complex call scenarios. (ER# 77242)

Call Concentrator now generates one SCDR record in the following scenario:

Agent DN1 on Switch1 dials a call that is routed to Queue1 on Switch2. After being queued on Switch2, the call is then routed to Queue2 on Switch2. From Queue2, the call is routed to Queue3, re-queued from Queue3 and placed simultaneously in Queue4 and Queue5, diverted from both these queues to an agent DN2, and finally released from both agent DNs. Previously, this scenario resulted in multiple SCDR records. (ER# 75278)

Call Concentrator now initializes correctly when the UseBinding option is set to true for a Call Concentrator connected to an Oracle database. Call Concentrator is now built with the most recent approved version of the Common Library, which resolves this issue. (ER# 75454)

Call Concentrator now connects correctly to a License Manager instance that is installed on the same computer as Call Concentrator. (ER# 71576)

Call Concentrator now generates a log message indicating the source of the problem when it finds incorrect configuration option values. (ER# 74099)

The name of the AddSwitchCallID configuration option has been corrected in the Call Concentrator 7 Deployment Guide and in the Call Concentrator application template. Previously, the option name was given as AddCallSwitchID. (ER# 70852)

The length of the KeyName and valchar fields in the EVDATA table has been increased to 255 characters. (ER# 66908)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator no longer creates the OnCall DN state for an internal called party in response to EventDialing. (ER# 72512)

Call Concentrator no longer creates the OnCall DN state in response to EventDiverted and EventRouteUsed. In prior versions, this behavior sometimes caused Call Concentrator to create incorrect AREC records with OnCall and QueueDiverted DN states. (ER# 73098)

Call Concentrator no longer ends the OnCall DN state in response to EventDestinationBusy. Instead, it does so in response to EventReleased for that call leg. Note that if, for some reason, Call Concentrator does not receive EventReleased for that call leg, the duration indicates the moment that the call leg is actually deleted from Call Concentrator's memory. (ER# 71480)

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New In This Release

This is a generally available release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following corrections and modifications:

Call Concentrator now produces correct values for the StTime and Duration fields in the AREC table. (ER#s 65864 and 65596)

Call Concentrator now generates correct SCDR.ROUTTIME values. Previously, in some unusual scenarios, Call Concentrator generated incorrectly large values. (ER# 64903)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following correction or modification:

Call Concentrator now ignores incorrectly-generated CFGError events which the Configuration Server Library occasionally sends. These events no longer cause Call Concentrator to terminate unexpectedly. (ER# 64293)

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New In This Release

This is a hot fix release for this product. No new functionality has been added in this release.

Corrections and Modifications

This release includes the following correction or modification:

Call Concentrator now generates correct RingTime and WaitTime values in Reroute on No Answer scenarios. (ER# 62856)

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New In This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.0 release of Call Concentrator.

• Correct calculation of queued time and ringing time after blind and mute transfers.
• Correct calculation of time in queue and time at route points in scenarios when multiple diversions from a queue occur.
• Support for additional versions of certain operating systems and databases. For details, see Genesys Supported Operating Systems and Databases.

Corrections and Modifications

This release also includes the following corrections and modifications that were made between Release 6.1.3 and the initial 7.0 release:

Call Concentrator now generates correct values for the RingTime field in the SCDR table and the Tot_RingTime field in the GCDR table. (ER# 61232)

Call Concentrator no longer produces negative values for the ESequence field in the EVREF and EVDATA tables. (ER# 61193)

Call Concentrator now records AREC records correctly in scenarios in which an agent transfers a call to a remote site and then completes another call within the DeleteTime for the first call. (ER# 60462)

Call Concentrator now correctly records data from calls that overflow from one DN to another on the Nortel DMS switch. (ER# 60284)

Call Concentrator now calculates WtTime and RoutTime in such a way as to avoid including the time a call spends in one state in the time value for the other. Previously, these calculations could be inaccurate when there were multiple diversions from a queue. See Chapter 2, "Introducing Call Concentrator 7," in the Call Concentrator 7 Getting Started Guide for a complete explanation of these changes. (ER# 46272)

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Known Issues and Recommendations

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

Pressing ^C on AIX platforms will cause Call Concentrator to exit with core dump. To stop Call Concentrator gracefully on AIX platforms, Genesys recommends that you kill the process (by issuing kill -SIGTERM processid on the command line). (ER# 116843591)

Do not change Database Access Point (DAP) on the Connections tab of the Call Concentrator Application object while Call Concentrator is running. After this configuration change, Call Concentrator reconnects to a database using the parameters specified in the DAP that was listed among connections at Call Concentrator startup, as opposed to those specified in the newly assigned DAP. (ER# 41880621)

Call Concentrator may record erroneous data when call scenarios contain any of the following:

• Transfer out of an established conference
• The DEFINITY G3-specific Service Observing feature enabled for certain call flows that involve a conference stage
• Use of VDN Converse (DEFINITY G3-specific)
• Use of Forward No Answer and Call Forwarding

Because call flows including these scenarios are not adequately supported by Call Concentrator's models, the data Call Concentrator produces in these cases may not conform to your expectations. Genesys recommends that you carefully test the data resulting from these cases to determine whether it is satisfactory. (No ER#)

Call Concentrator does not write information about the valid EventData_1 and GlobalData_1 options to the log during initialization, which it should do. (ER# 87034)

The default value of the UseCfgDnType configuration option in the Call Concentrator application template is incorrect. The default template value is on. It should be off, as stated in the Call Concentrator 7 Deployment Guide. (ER# 80121)

During initialization, Call Concentrator generates this error message:

WARNING! Unknown section 'log'.

This message does not affect the log configuration section and should be ignored. (ER# 87433)

The Call Concentrator application template misspells two configuration option names: HoldAgentStatusesOnly, which should be HeldAgentStatusesOnly, and AgentStatues, which should be AgentStatuses. The same misspellings also appear in the documentation for these configuration options in the Call Concentrator 7 Deployment Guide. (ER#s 79953, 79954, 79956, 79957)

Call Concentrator terminates unexpectedly after receiving EventQueued TEvent with the call state Forwarded. (ER# 73677)

Call Concentrator incorrectly processes dynamic changes to the BindThreshold parameter. Changing this parameter results in some omitted GCDR and SCDR table entries. (ER# 71120)

Call Concentrator does not correctly process a second EventRinging TEvent for a forwarded call. This incorrect processing causes a memory leak that leads to Call Concentrator terminating unexpectedly. (ER# 71935, 75155, 78026)

The procedure used for SCDR number assignment (the SCSEQUENCE field in the SCDR table) can cause the appearance of gaps and duplicates in the number sequence for complex call scenarios. (ER# 77242)

In the following scenario, Call Concentrator incorrectly generates multiple SCDR records:

Agent DN1 on Switch1 dials a call that is routed to Queue1 on Switch2. After being queued on Switch2, the call is then routed to Queue2 on Switch2. From Queue2, the call is routed to Queue3, re-queued from Queue3 and placed simultaneously in Queue4 and Queue5, diverted from both these queues to an agent DN2, and finally released from both agent DNs. (ER# 75278)

Call Concentrator does not connect correctly to a License Manager instance that is installed on the same computer as Call Concentrator. (ER# 71576)

Call Concentrator does not indicate the source of the problem when it finds incorrect configuration option values. (ER# 74099)

Call Concentrator does not initialize correctly when the UseBinding option is set to true for a Call Concentrator connected to an Oracle database. (ER# 75454)

The name of the AddSwitchCallID configuration option is incorrect in the Call Concentrator 7 Deployment Guide and in the Call Concentrator application template. The option name is incorrectly given as AddCallSwitchID. (ER# 70852)

The length of the KeyName and KeyValue fields in the EVDATA table is too short, forcing users to change this length manually. (ER# 66908)

Call Concentrator creates the OnCall DN state for internal callers in response to EventDialing. If a DN is busy, this can result in Call Concentrator recording an OnCall status when the DN did not receive the call. (ER# 72512)

Call Concentrator creates the OnCall state for ThisDN in response to EventDiverted and EventRouteUsed. This can lead to the creation of unnecessary AREC records containing incorrect values. (ER# 73098)

DestinationBusy TEvents cause Call Concentrator to end the OnCall DN state. As a result, situations may arise that generate inconsistent durations for the same call in the SCDR and GCDR records compared to the AREC records. (ER# 71480)

Call Concentrator produces incorrect values for the StTime and Duration fields in the AREC table. (ER#s 65864 and 65596)

Call Concentrator generates incorrectly large SCDR.ROUTTIME values in some unusual scenarios. (ER# 64903)

Call Concentrator does not correctly process erroneously-generated CFGError TEvents which the Configuration Server Library occasionally sends. These messages result in Call Concentrator terminating unexpectedly. (ER# 64293)

Call Concentrator generates incorrect RingTime and WaitTime values in Reroute on No Answer scenarios. (ER# 62856)

In some scenarios involving conferencing of external parties, Call Concentrator may create duplicate entries in the GCDR table. (ER# 57788)

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Internationalization

Information in this section is included for international customers.

There are no known issues regarding internationalization.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Getting Started Guide first.

• Call Concentrator 7 Getting Started Guide, which introduces Call Concentrator 7, presents an overview of its architecture, and provides deployment-planning recommendations.

• Call Concentrator 7 Deployment Guide, which provides detailed instructions for installing and configuring Call Concentrator. It also includes instructions for starting and stopping Call Concentrator using any of the available methods.

• Call Concentrator 7 Reference Manual, which provides detailed explanations of the Call Concentrator database tables and instructions for customizing them, when appropriate.

• Call Concentrator 7 Master Index, which contains the complete index entries for the Call Concentrator documentation.

• Reporting Technical Reference Guide for the Genesys 7 Release, which contains useful information regarding call flows in the Genesys environment.

• Genesys Migration Guide, which contains a documented migration strategy for all Call Concentrator 6.1 releases to Call Concentrator 7. It also includes licensing and interoperability information for Call Concentrator.

• Genesys 7 Licensing Guide, which includes information on obtaining and using licenses for Call Concentrator.

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