Legal Notices
Interaction Management Legal Notices
Copyright
All Genesys software is © Copyright 2014-2020 Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:
- NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
Interaction Management Product Alerts
- To configure secure connections for Interaction Server and its clients on Unix platforms, you must:
- Use Genesys Security Pack on UNIX 8.5.100.02 or later.
- Set the environment variable GCTI_SECPACK_USE_MTCB to 1.
- Interaction Management 8.5.103 includes new functionality, such as support of Interaction Server clusters via Interaction Server Proxy (Interaction Server and Interaction Server Proxy 8.5.107.x) , that may be not fully backward compatible with older client applications, in several scenarios, due to changes in the API. Genesys recommends that you conduct compatibility testing and upgrade or change custom desktop applications and other components before using the new Interaction Server Proxy in a production environment.
This ReadMe does not cover Universal Contact Server (UCS), UCS Proxy, and UCS Manager. These components are included on the Interaction Management CD and also on a separate Universal Contact Server CD, which has its own ReadMe.
New in Interaction Management 8.5.x Releases
The following new features were added in the 8.5.3 release:
8.5.306
- Interaction Server now includes the following enhancements:
- All Java-related functionality is placed in the ixn-java-aux.jar library.
- Sensitive options of any Groovy Event Logger can now be stored in a safe way.
- Kafka Groovy Event Logger shipped as part of the Interaction Server IP can now stream reporting events in Genesys binary format.
- Kafka Groovy Event Logger script options are now consistent with Kafka Capture Point options.
- ElasticSearch Java libraries of version 6.8.3 are now used by ElasticSearch Groovy Event Logger.
- Support for Microsoft SQL Server 2019. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported databases.
8.5.305
Integrated Capture Points now support the Apache Kafka messaging system.
8.5.304
- Interaction Server now includes the following health monitoring-related enhancements:
- A new endpoint "/health/all/" on the Interaction Server health port
- New health counters for Interaction Queue Views
- New health counters for strategies loaded in routers
- Support of Prometheus format
- Interaction Server now offers support for the following databases. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported databases.
- Oracle 18c
- Oracle 18c RAC TAF
- Interaction Server and Interaction Server Proxy now offer support for the following operating systems. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported operating systems.
- Windows Server 2019 Hyper-V
- Windows Server 2019
8.5.301
- This release improves logging and reporting capabilities for Interaction Server and Interaction Server Proxy. In particular, Interaction Server Proxy now chooses to forward the message RequestDistributeEvent to Interaction Servers that serve the media type and tenant ID specified in the request attributes. Previously, the Proxy chose an arbitrary Interaction Server by using a round-robin algorithm.
- This release includes enhanced Groovy Logger samples. You might need to re-evaluate your solutions based on samples from previous releases. For more information, refer to the new Groovy Logger configuration templates and the README.txt file in the groovy_event_logger subfolder in the Interaction Server installation folder.
8.5.300
Interaction Server
- Interaction Server clients of type RoutingEngine, such as Orchestration Server (ORS), can now use the attributes InQueues and OutQueues in the RequestPlaceInWorkbin to update respective destinations for the interaction. Previously, this feature was available only for Universal Routing Server (URS), which uses a different API.
- Starting from this release, customers must use an ODBC connection for Interaction Server instead of DB Server. See the Migrating to ODBC from DB Server page for more information.
Interaction Server Proxy
- You can now use configuration options to filter log data:
- Create a configuration option section named [log-filter-data].
- Add an option where:
- key—Is a user data key.
- value—Is one of the following:
- copy—Write this data in log (default value).
- hide—Mask this data in log.
- skip—Do not write this data in log.
- A new configuration option, hint-media-unavailable, in the section [settings] that has the following values:
- If true, Interaction Server Proxy sends notifications to the agent desktop to indicate when the last Interaction Server node that supports a particular media type is offline. Another notification is sent when support of the media type is restored after the affected Interaction Server node is connected again and the agent desktops are silently logged in.
- If false, Interaction Server Proxy does not send the notifications described above.
The following new features were added in the 8.5.2 release:
8.5.201
- You can now start/stop integrated capture adapters by enabling/disabling the capture point application, rather than restarting Interaction Server.
- You can now configure the minimum TLS protocol level for Interaction Server, Interaction Server Proxy and Capture Adapters. By default, SSLv2, SSLv3 and TLS1.0 are disabled.
- Interaction Server and Interaction Server Proxy now offer support for the following operating systems. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported operating systems.
- Windows Server 2016 Hyper-V
- Windows Server 2016
- Interaction Server now offers support for the following databases. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported databases.
- PostgreSQL 9.6
- Oracle 12c R2 RAC
- Oracle 12c R2
- MS SQL Server Cluster 2016 with AlwaysOn
- Microsoft SQL Server 2016
8.5.200
Starting from the version 8.5.200.08, Interaction Server Cluster Plug-in for GAX supports GAX 9.0.100.x and higher.
The following new features were added in the 8.5.1 release:
8.5.110
- Interaction Server can now generate an event that can enable tracking of abandoned interactions.
- Interaction Server no longer supports the T-Server application type.
- It is now possible to use the Groovy Event Logger to process reporting events using custom Groovy scripts.
- Interaction Server comes with a new configuration option, max-userdata-size, to specify the maximum user data size for any specific interaction.
- Various logging improvements have been added, including new logging control options (trace-segmented-views and max-segments-traced-number) and updated default values for Interaction Server and Interaction Server Proxy.
- Interaction Server and Interaction Server Proxy now support TLS 1.2.
8.5.109
- This release introduces Cluster Manager Plug-in for GAX, a user interface that you can use to configure Interaction Server and Interaction Server Proxy clusters.
- This release supports Universal Contact Server v9.0 in N+1 mode.
8.5.108
- Interaction Server 8.5.108.05 supports MS SQL Server 2014, MS SQL Server 2014 Cluster, and Java version 1.8 update.
8.5.107
- Interaction Server 8.5.107.06 can be configured in a cluster when working with Interaction Server Proxy 8.5.107.14. This enables multiple Interaction Servers to manage the same agents in a single tenant.
- Interaction Server 8.5.107.06 and Interaction Server Proxy 8.5.107.14 support Red Hat Enterprise Linux (RHEL) 7 64-bit native.
- Starting in release 8.5.107.14, Interaction Server Proxy supports connections from client types like Media Server (such as Chat Server) and Routing Engine (such as Orchestration Server). It also supports connections using the ESP protocol and can process those requests.
- Agents can be automatically logged out.
8.5.102
- For RequestGetWorkbinContent, you can now specify:
- Filtering condition
- Number of records returned
- Order in which records are returned.
- PostgreSQL databases are supported on Windows and Linux using an ODBC connection.
8.5.100
- This release contains updated functionality that enables new features and enhancements of Orchestration Server (ORS).
- Interaction Server and Interaction Server Proxy now support UTF-8 on Windows as well as on other platforms. On Windows, this support requires Interaction Server to connect to its database using ODBC (not DB Server).
- The way that Interaction Server communicates with its database has been modified to optimize performance.
- This release supports:
- Windows Server 2012 Hyper-V
- Oracle 12c RAC
- MS SQL 2012 Cluster
- SCAN is not supported in this release.
The following new features were added in the 8.5.0 release:
- Support for MS SQL Server 12
- Support for Windows 2012 Server
- Interaction Server:
- Ability to cancel transfers, conferences, and intrusions
- Distribution of virtual queue events only to Reporting clients registered for Interaction Server's home Tenant
- Ability to delete multiple keys from interaction user data using a single request from Universal Routing Server
hint-media-unavailable
Section: settings
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.300.09
Allows or prohibits the sending media state to all agents when corresponding interaction server with exclusive media type shutdown or goes online after shutdown
Legal Notices
Interaction Management Legal Notices
Copyright
All Genesys software is © Copyright 2014-2020 Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:
- NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
Interaction Management Product Alerts
Currently, there are no product alerts for 9.0 release.
What's New in Interaction Management for 9.0
For full information about supported operating systems, databases, browsers, and virtualization platforms, refer to the eServices page in the Genesys Supported Operating Environment Reference Guide.
November 17, 2021
Java libraries provided with Interaction Server are updated to newer versions.
September 29, 2021
Interaction Server and Interaction Server Proxy support for Windows Server 2012 is reintroduced.
June 30, 2021
- Interaction Server:
- Supports PostgreSQL 12.
- No longer supports Oracle 18c. See the eServices page in the Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems, browsers, web server applications, and databases. (IXN-6365)
- Includes a new Interaction Server health metric ixn_health_info_client_protocol_request_total. It provides the total number of protocol requests received by Interaction Server by client type by request name since Interaction Server was started.
- Interaction Server 9.0.003.06 and Interaction Server Proxy 9.0.003.00 do not support Windows Server 2012 and Windows Server 2012 R2.
March 31, 2021
- Interaction Server now includes the following new health monitoring-related metrics:
- New agent-related metrics:
- the number of the logged-in agents
- the number of the agents capable of handling media type per media type
- the number of the agents ready to handle media type per media type
- the number of the agent parties taking part in interaction handling per media type
- The number of the interactions in the router plus those being handled separately by agents, per queue, per media type
- The number of the connected clients per client type (Agent Application, Reporting Engine, and so on)
- New agent-related metrics:
February 15, 2021
- Starting from the version 9.0.000.00, Interaction Server Cluster Plug-in for GAX supports GAX 9.0.101.29.
- Interaction Server Cluster Plug-in for GAX:
- Supports:
- Red Hat Enterprise Linux 8 operating system
- Microsoft Windows Server 2016
- Microsoft Windows Server 2019
- Does not support:
- Red Hat Linux Enterprise 6 operating system
- Microsoft Windows Server 2008
- Supports:
December 17, 2020
- For Interaction Server, a new experimental way to configure Kafka connection parameters for Kafka Capture Point is introduced in this release.
- A new option, submit-prefer-parent-server, is introduced that allows for specification on how Interaction Server Proxy should submit a child interaction of a media type not supported by Interaction Server where the parent interaction resides is introduced.
- Interaction Server and Interaction Server Proxy no longer support RHEL 6.
September 25, 2020
Interaction Server and Interaction Server Proxy support Red Hat Enterprise Linux 8.
June 18, 2020
- Starting from 9.0.0, Interaction Server always connects to databases via ODBC, and does not require explicit specification in the DAP configuration.
- Interaction Server now supports connections via ODBC only.
- Three new health counters (total_requests_received, total_requests_handled, and total_events_sent) with overall statistics are available.
- Three queue counters (in_processing, waiting_processing, and current_length), previously available only in the DataStream interface, are now also available in the health interface.
Interaction Server
- Interaction Server 8.5 and Interaction Server Proxy 8.5 entered End of Life (EOL) on October 20, 2023. It enters End of Maintenance (EOM) and End of Support (EOS) on October 31, 2024.
- Interaction Server 8.0 & 8.1, and Interaction Server Proxy 8.0 & 8.1 entered End of Life (EOL) on January 20, 2022. They reached End of Support on January 20, 2023.
If you have any questions, contact your account representative.
Interaction Server is part of the Genesys Engage Digital (eServices) platform. It controls interaction processing according to workflows as configured by Interaction Routing Designer.
What's New
Interaction Server is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.
| All 9.x products | 9.x Interaction Server Release Notes | ||
|---|---|---|---|
| Product | Component | Latest | Starting |
| Interaction Server Cluster Plug-in for GAX | |||
| Interaction Server Proxy | |||
| Web Services and Applications Configuration Guide | |||
Product Alerts
Documentation
Interaction Server Administration Guide
Get recommendations for monitoring and adjusting your Interaction Server and Interaction Server Proxy configuration.
Interaction Server Deployment Guide
This guide includes information on how to deploy Interaction Server and Interaction Server Proxy.
eServices Deployment Guide
This guide includes information on deploying other eServices components and older versions of Interaction Server.
Interaction Server Log Events Supplement
This document supplements the Combined Log Events Help by listing changes to log events for Interaction Management after September 2014.
Integrated Capture Points Guide
Learn about configuring and using the capture points that are integrated into Interaction Server.
Options Reference
Find the latest information on configuration options for Interaction Server, Interaction Server Proxy, and other eServices components.
Interaction Properties Reference Guide
Genesys eServices interactions have a number of properties that take the form of key-value pairs. This document lists these properties and provides some information about them, including whether it is safe to change them.
More Release Information
What's New
Release Notes
Documentation
Interaction Server Administration Guide
Get recommendations for monitoring and adjusting your Interaction Server configuration.
Interaction Server Deployment Guide
This guide includes information on how to deploy Interaction Server.
eServices Deployment Guide
This guide includes information on deploying eServices components, including information specific to Interaction Server.
Interaction Server Log Events Supplement
This document supplements the Combined Log Events Help by listing changes to log events for Interaction Management after September 2014.
Integrated Capture Points Guide
Learn about configuring and using the capture points that are integrated into Interaction Server.
Configuration Options
Find the latest information on configuration options for selected eServices components: