Release Note

Gplus Adapter for Siebel 7 Voice Component

7.1.x
Genesys Telecommunications Laboratories, Inc. © 2005–2011

Contents

Introduction

This release note applies to all 7.1 releases of the Gplus Adapter for Siebel 7. 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.

Release Number 7.1.000.10 [04/29/11] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This release does not include any new features or functionality.

Corrections and Modifications

This release includes the following correction:

The VCB_CALL_RESULT attribute is now passed to T-Server as type Integer. Previously, this attribute was sent to T-Server as type String. (ER# 271367488)

Top of Page

Release Number 7.1.000.07 [07/06/06] - Hot Fix

New In This Release
Corrections and Modifications

New In This Release

This is a hot fix for this product. This release does not include any new features or functionality.

Corrections and Modifications

This release includes the following correction:

Sometimes, for newly created agent services, the Adapter triggered event updates before service initialization was complete. As a result, updates were lost. Now the Adapter completes session initialization before an event update is triggered.

This problem has been fixed. (ER# 53143821)

Top of Page

Release Number 7.1.000.06 [12/21/05] - General

New In This Release
Corrections and Modifications

New In This Release

This release requires shipping approval from Product Management. Contact your Genesys representative for more information.

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.1 release of the Gplus Adapter for Siebel 7.

  • The Adapter now supports:

    • Siebel 7.8


    • AIX 5.2


    • Sun OS Solaris 9


  • Support for multiple string and integer values for AttributeExtension—This feature allows you to pass more than one string and/or integer key-value pair in requests to T-Server.


  • Definable G+ Adapter instance name—Your G+ Adapter instance name may be defined in the Siebel configuration and will be sent to T-Server when the Adapter opens a connection to it.


  • Support for outbound Active Switching Matrix (ASM) mode—This feature allows the switch to dial both the agent and contact simultaneously during an outbound call.


  • This release of the Adapter consolidates toolbar buttons for more consistent usage of the various voice features.

Corrections and Modifications

This release also includes the following corrections and modifications that were made between release 7.0 and the initial 7.1 release:

Siebel Comm Session Manager no longer fails to respond (freezes) when an agent logs out from Siebel Server while he has a ringing call on his teleset, and if the configuration parameters are set to the following values:

Service:AutoLogout = TRUE

Service:ReleaseCallOnAutoLogout = FALSE
(ER# 23252010)

During the deployment process, Sort Specification field conflicts must be resolved for the Repository source. See the "Gplus Adapter 7.1 for Siebel 7 Deployment Guide for details. (ER# 100405)

Agents can now choose from the Home or Work number, if both are present for a given contact, when initiating a callback. The Adapter no longer selects the Home phone number by default. (ER# 94179)

The Estimated Wait Time and Number of Attempts values are now displayed to the agent. Previously, in order to display these values, you had to modify the .def file. (ER# 93747)

Work items now remain listed after losing the connection to T-Server. Previously, work items were removed from the list on the Toolbar as a result of T-Server disconnection. (ER# 100188)

Seizing mode (also known as Engaged mode) is now supported when using the Outbound Campaign feature's Predictive or Progressive dialing. (ER# 99674)

When using the Voice Callback feature with the Universal Callback Server option callback_processed set to false, the Adapter removes processed callback workitems on the release of a call. Previously, to remove these workitems, agents had to log out from the Siebel desktop and log in again. (The option was added to handle this situation. See your Deployment Guide for details.) (ER# 97568)

When Outbound Contact is in Preview mode, and there are records on the desktop, process records are now correctly rejected back to OCS server during logout from Genesys. Previously, they were not rejected and had to wait to be marked stale after the timeout period set in the OCS server. (ER# 93291)

When working with the Aspect switch, if an agent has a call on a teleset, the NotReady command and the corresponding button on the Communication Toolbar are disabled. (ER# 99299)

Top of Page

Known Issues and Recommendations

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

Sometimes, for newly created agent services, the Adapter triggers event updates before service initialization is complete. As a result, updates are lost. (ER# 53143821)

Found In: 7.1.000.06 Fixed In: 7.1.000.07

Note the following scenario:

  • The Gplus Adapter is working with Expert Contact and a CTI-Less T-Server

    • and
  • The Adapter is configured to display an adjusted (modified) workitem name on the Siebel Toolbar by defining the configuration parameters Driver:InboundPartyContainer and Driver:OutboundPartyContainer
    and
  • a parameter defined in the UserData of the TEvent is used to make an adjustment to the displayed workitem name in the Work Item list.
Given this scenario, the following issue arises: upon receiving EventKwPreviewIntRequest, the displayed workitem name on the Siebel Toolbar doesn't adjust according to the parameter defined for substitution. Instead, the adjusted value is displayed with the OtherDN attribute. (ER# 28228539)

Found In: 7.1.000.06 Fixed In: 

The timer on the Siebel Communication Toolbar does not start for all work items created in Preview mode. This includes Outbound Callback Server, Voice Callback, and Web Callback protocols. This problem arises when the interaction in question is an outbound call or callback. (ER# 28297845)

Found In: 7.1.000.06 Fixed In: 7.2.000.13

In at least one scenario, the following buttons may remain incorrectly enabled: Cancel Voice Callback and Reschedule Voice Callback. The scenario is as follows: after a callback, with the Callback server in preview mode, the agent completes the callback by clicking the Voice Callback Done button. (ER# 18668868)

Found In: 7.1.000.06 Fixed In: 

With Siebel 7.7, when voice callback is in auto dial mode, if an agent receives a call associated with a callback, where the contact is found and the activity is created, after the agent clicks Interaction Done, the Actual End field of an activity remains empty. (The Planned Completion field, instead, contains the actual end time.) (ER# 22837856)

Found In: 7.1.000.06 Fixed In: 

When using a Siemens HiPath 3000 switch, if an agent has a conference call on a teleset, the Put call on hold button is incorrectly enabled on the Communications Toolbar. (It is not possible to put a call on hold using a CTI request in this case.) (ER# 24247493)

Found In: 7.1.000.06 Fixed In: 

For web callbacks, if the originator of the request is not in the contacts list, in Siebel, no record is created by default. (ER# 24808591)

Found In: 7.1.000.06 Fixed In: 

While an agent is on a call, if he receives a web or voice callback request, the resulting pop up will close the existing work he has in progress. (ER# 25880843)

Found In: 7.1.000.06 Fixed In: 7.2.000.13

If an agent successfully makes a voice callback request (and receives the corresponding call), the activity does not contain a Start/End time both after the callback is received and after the callback is completed. (ER# 26976841)

Found In: 7.1.000.06 Fixed In: 7.2.000.13

When using the Siemens Realtis-DX switch, the following problem occurs in consultation call scenarios: If an agent establishes a consultation call with a second agent, and the second agent puts the call on hold, the first agent is unable to control the call. While this consultation call is on hold, requests by the first agent to complete the call, or to reconnect to the main call, are not performed. T-Server returns an error in response to such requests. (ER# 94435)

Found In: 7.0.000.11 Fixed In: 

In some scenarios, activity status could be updated incorrectly. (ER#s 98084 and 89361)

Found In:  7.0.000.11 Fixed In:  

End, Start, Due, and other time values stored in the activity record could be incorrect when the Siebel server and agent desktop are located in different time zones. (ER# 98084)

Found In:  7.0.000.11 Fixed In: 

When working with a Philips Sopho switch and Siebel configuration parameters set as follows,

Service:ReleaseCallOnAutoLogout = TRUE

Service:AutoLogout = TRUE

and if the agent has an inbound call, the autologout feature does not work properly in the scenario that follows. If an agent answers an inbound call and then makes himself Not Ready, then after the agent logs out from Siebel, the call is released, but a logout request is not sent to T-Server. (ER# 94598) 

Found In:  7.0.000.11 Fixed In: 

In Preview Dialing mode, the content of the Comments field on the Campaign Contact List/Overview screen is not saved automatically. Genesys recommends saving this record manually by pressing the key combination Ctrl+S. (ER# 65274) 

Found In: 7.0.000.11 Fixed In:  7.2.000.13

When a campaign is running in Predictive Dialing mode and the option OCSEnableLogoutControl is enabled, logout problems may occur. If an agent's request for logout expires, and during the logout waiting time the agent receives a call, it is possible that the call processing time may overlap the predicted logout time. Genesys recommends that you repeat the logout attempt after the call is processed. (ER# 63887)

Found In: 7.0.000.11 Fixed In:  

When using the NEC NEAX 2400 and Harris VoiceFrame 2020, in some call scenarios, the agent cannot resume a call that was previously put on hold. (ER# 65566) 

Found In: 7.0.000.11 Fixed In:  

When using an NEC NEAX 2000 or 2400 switch, if the agent is on a call and switches to the Not Ready state, the Ready button is not available. (ER# 65344) 

Found In: 7.0.000.11 Fixed In:  

Top of Page

Internationalization

Information in this section is included for international customers.

The caption Reschedule Time does not appear in the Contact Detail pane if you are working in a non-English language environment. In this scenario, use the following workaround: Create a new record that includes the appropriate langugage code associated with your environment (for example, JPN for the Japanese environment) for the following controls of the Campaign Contact/Prospect Form applet in Siebel Tools:

  • RescheduleTime
    •

After creating this record, compile the .srf file and use that modified .srf file in Siebel server. (ER# 65994)

Top of Page

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.

  • Gplus Adapter 7.1 for Siebel 7 Deployment Guide. Lists system requirements and describes how to install and configure the Gplus Adapter.
  • Gplus Adapter 7.1 for Siebel 7 User's Guide. Contains step-by-step instructions on how to use the Adapter.
  • Gplus Adapter 7.1 for Siebel 7 Developer's Guide. Provides information used to customize the Adapter.

Top of Page