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Deployment Guide

Use this document to deploy Platform SDK and enable its features.

Platform SDK 8.5 Release Information

Click below to see New in This Release and Readme information for 8.5 releases.

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New in 8.5.x Releases

[+] New in Release 8.5.3

The following new features were added in the 8.5.3 release:

Platform SDK for Java

Release 8.5.302.06:

• Platform SDK Application Blocks have been extended with the new Cluster Protocol Application Block.
• Application Template Application Block now reads client connections of the IGApplicationConfiguration and creates WSConfig objects list for a ClusterProtocol.
• The WSConfig class includes the new setEndpointsCollection(Collection<? extends Endpoint> value) method.
• The Warm Standby Application Block now includes improved restore logic when any endpoint is added to an empty pool.
• COM Application Block objects have been extended with the equals() and hashCode() overloaded functions.
• The following Stat Server enumerations have been updated to include new items found in the native stat lib communication library:
  • StatisticCategory
  • DnActions
  • RoutePointActions
  • CampaignActions
  • MediaActions
• Contacts Platform SDK now includes the RequestorInfo class in ESP protocols.
• You can now set a warm standby handler by implementing the IWSHandler interface.
• Server-side logic has been implemented to handle BasicChat, FlexChat, UCS, ESP E-mail, E-mail, Callback and Interaction Server clients.

Release 8.5.301.03:

• Chat Server protocols include the ability to provide connected (registered) clients with server version information.
• The Basic Chat protocol registration request includes the SecureKey attribute.
• Server protocols for Basic Chat and Flex Chat include the Monitored boolean attribute in chat transcript structures.
• The Universal Routing Server protocol is included with the Platform SDK installation package.
• The AppTemplate logging configuration helper can now handle custom options for Log4j2 loggers with Common Logging options in Genesys Configuration Manager.

Release 8.5.300.02:

• Platform SDK for Java now allows you to substitute a new transport layer for the protocol instance.
• The new PSDKRuntime.awaitTermination helper method has been added, allowing your application to wait until all Platform SDK activity has terminated before performing additional shutdown processes. (PSDK-8394)
  Note: Before this new method is called, the following conditions must be true:
  • all Platform SDK channels must be closed
  • all Platform SDK invokers (created or requested by a user) must be released as many times as they were requested
  • all Platform SDK periodic timer tasks (scheduled by a user) must be canceled.
• You can now hide attributes in msg.ToString() output for protocol messages, and in complex attributes that extend CompoundValue or AbstractPrintable.

Platform SDK for .NET

Release 8.5.302.04:

• COM Application Block objects have been extended with the Equals() and GetHashCode() overloaded functions.
• The following Stat Server enumerations have been updated to include new items found in the native stat lib communication library:
  • StatisticCategory
  • DnActions
  • RoutePointActions
  • CampaignActions
  • MediaActions
• Contacts Platform SDK now includes the RequestorInfo class in ESP protocols.
• Platform SDK now supports suppression of printing values for configured attributes.
• Stat Server and TServer messages may now be sent in both directions using Platform SDK.
• PropertyAccessHelper now allows collections of linked objects to be set using common interface objects.

Release 8.5.301.03:

• Chat Server protocols include the ability to provide connected (registered) clients with server version information.
• The Basic Chat protocol registration request includes the SecureKey attribute.
• Server protocols for Basic Chat and Flex Chat include the Monitored boolean attribute in chat transcript structures.
• The Universal Routing Server protocol is included with the Platform SDK installation package.
• A new protocol-list configuration option was added to allow a range of multiple TLS versions used by TLS handshake.
• The Genesyslab.Platform.AppTemplate.dll library contains helper classes to build your configuration.
• A new IConnectionConfiguration implementation was added, which is based on external property reader in order to mix data sources.

Release 8.5.300.02:

• Platform SDK for .NET now allows you to substitute a new transport layer for the protocol instance.
• The internal codecs for Web Media Platform SDK, Open Media Platform SDK and Contacts Platform SDK were modified in order to send and receive messages in both directions:
  • A new ChatServerClientHandler class has been added to initialize and use XML transport on the server side when it is used together with ServerChannel<ChatServerClientHandler>, which allows organized common server side functionality for Basic Chat and Flex Chat protocols.
  • The new client handlers (such as BasicChatProtocol.ClientHandler, FlexChatProtocol.ClientHandler, EspEmailProtocol.ClientHandler, ConfServerProtocol.ClientHandler, UniversalContactServerProtocol.ClientHandler, CallbackProtocol.ClientHandler, EmailProtocol.ClientHandler, InteractionServerProtocol.ClientHandler, ExternalServiceProtocol.ClientHandler) have been appended for the appropriate protocols.

[+] New in Release 8.5.2

The following new features were added in the 8.5.2 release:

Platform SDK for Java

Release 8.5.201.04:

• The Local Control Agent protocol handshake has been extended with following parameters: AutoRestart, Workdir, CmdLine, CmdParams, Version, CheckTimeInterval, StartupTimeout, ShutdownTimeout, and AppParams.
• JSON serialization now optionally includes message name.
• JSON message serializers are now provided for all Platform SDK protocols using the PsdkJsonSerializer class.
• JSON serialization functionality has been extended to support raw attributes of protocol messages and ProtocolUnknownMessage.
• The FlexChat protocol has been upgraded to version 104, which includes a new UserData KVList attribute in the FlexTranscript EventInfo event and the new SystemCommand notice type.
• Support was added for Windows 10.
• The Configuration Server protocol can now send events and receive requests.
• TLSConfigurationHelper now supports Java KeyStore (JKS).
• Platform SDK logging functionality has been extended with an LMS events logging interface, the ability to work with LMS files, and automatic events delivery to Message Server.
• The Platform SDK Application Template Application Block now supports the Log4j2 logging configuration as defined by the Application Common logging configuration options in Configuration Manager.

Release 8.5.200.03:

• JSON support has been added for non-ESP protocols.
• BasicChat and FlexChat protocols have been extended to version 103 with following items:
  • New notice types: IDLE_CONTROL_ALERT, IDLE_CONTROL_CLOSE, IDLE_CONTROL_SET
  • New user type: "SYSTEM"
  • New protocol type: "NONE"
  • New attribute in transcript object "idleTimeExpire"

Platform SDK for .NET

Release 8.5.201.04:

• The Local Control Agent protocol handshake has been extended with following parameters: AutoRestart, Workdir, CmdLine, CmdParams, Version, CheckTimeInterval, StartupTimeout, ShutdownTimeout, and AppParams.
• The FlexChat protocol has been upgraded to version 104, which includes a new UserData KVList attribute in the FlexTranscript EventInfo event and the new SystemCommand notice type.
• Support was added for Windows 10.
• The new Genesyslab.Platform.Json.dll library has been added into installation package. This library allows you to serialize (or deserialize) Platform SDK messages into (or from) JSON format.
• The Configuration Server protocol can now send events and receive requests.
• Support for the "equals" function to compare messages has been improved.

Release 8.5.200.04:

• Support for native serialization has been added to all classes which are contained in messages.
• BasicChat and FlexChat protocols have been extended to version 103 with following items:
  • New notice types: IDLE_CONTROL_ALERT, IDLE_CONTROL_CLOSE, IDLE_CONTROL_SET
  • New user type: "SYSTEM"
  • New protocol type: "NONE"
  • New attribute in transcript object "idleTimeExpire"

[+] New in Release 8.5.1

The following new features were added in the 8.5.1 release:

Platform SDK for Java

Release 8.5.103.04:

• Configuration Server Protocol now includes functionality for closing the connection if a MSG_DISCONNECTED event is received from the server.
• Universal Contact Server Protocol now includes a Language attribute in the RequestGetRootCategories message.
• Interaction Server Protocol was updated to support changes with the 8.5.105 server. EventPartyRemoved now contains the following optional attributes: OldQueue, OldWorkbinTypeId, OldWorkbinAgentId, OldWorkbinGroupId, OldWorkbinPlaceId, and OldWorkbinPlaceGroupId
• Interaction Server Protocol was updated to support changes with the 8.5.104 server updates. The following messages include new attributes:
  • RequestPull - GetIdsOnly,
  • RequestWorkbinNotifications - IdsOnlyInTakenOutNotification,
  • EventUserEvent - Actor information related attributes (including ActorType, ActorMediaServerId, ActorTenantId, ActorStrategyId, and others).
• Support for null attributes has been added in RequestUpdateStandardResponse.
• RequestCreateWebEmailIn now includes the QueueEndpoint property.
• Transcript objects in both Basic and Flex chat protocols have been extended with the new msgCheck enum property.
• Contact API has been extended to provide support for Model and Training data object management.
• Platform SDK now supports serialization of ESP-based messages to/from JSON.

Release 8.5.102.02:

• The Platform SDK Interaction Server Protocol has been updated to work with the Interaction Server 8.5.103 extension. This includes:
  • A new request for agent, place or group specific statistics for workbins (RequestAgentWorkbinStats and the corresponding EventAgentWorkbinStats),
  • A TenantId request parameter for RequestWorkbinNotifications and RequestCancelWorkbinNotifications.
• Added the createWarmStandbyConfigEx() helper to the Application Template application block, which creates configuration for the new WarmStandby.
• Support for tagging values in log files using the tag() configuration option has been added.
• The sec-protocol property was added to the TLSConfiguration class. Use this property to set an explicit protocol for sending or accepting secure requests.
• Platform SDK Java code samples have been added into the Installation Package.
• The Log Library component has been extended to support the LMS events-level reassignment feature (under the log-extended options section).
• The CfgApplication class now includes methods to retrieve or update its logon account.

Release 8.5.101.06:

• The Platform SDKs now support Red Hat Enterprise Linux 7 64-bit.
• Interaction Server protocol has been updated to contain new v8.5.1 server attributes in RequestGetWorkbinContent. These attributes can be used for filtering, ordering, and to limit the number of returned interactions.
• warmstandbyappblock.jar has been extended with a new application block located in the package com.genesyslab.platform.standby.*. This application block allows you to easily control the process of connecting and reconnecting to the server. The new application block operates with a pool of the server’s addresses and sequentially tries to connect to the server using the given addresses until a successful attempt or until all addresses in the pool are processed.

Release 8.5.100.01:

• The ClientRequestHandler interface has been added to Platform SDK server channel to eliminate redundant intermediate clients requests queue.
• Platform SDK Commons library has been extended with adapters for:
  • java.util.logging
  • slf4j
  • log4j2
  • simple console output

• Platform SDK now includes new requests and events to support Knowledge Manager functionality.
• Universal Contact Server protocol has added a new builder class called SearchCriteriaBuilder to simplify creation of SearchCriteriaCollection.
• The DuplexChannel class now includes openAsync and closeAsync methods to support asynchronous opening and closing.
• Platform SDK endpoints now support host names with an underscore character. It is possible to return to the previous behavior by setting the com.genesyslab.platform.commons.protocol.supportURIWithIncorrectSyntax system option to false.

Platform SDK for .NET

Release 8.5.103.03:

• Configuration Server Protocol now includes functionality for closing the connection if a MSG_DISCONNECTED event is received from the server.
• Universal Contact Server Protocol now includes a Language attribute in the RequestGetRootCategories message.
• Interaction Server Protocol was updated to support changes with the 8.5.105 server. EventPartyRemoved now contains the following optional attributes: OldQueue, OldWorkbinTypeId, OldWorkbinAgentId, OldWorkbinGroupId, OldWorkbinPlaceId, and OldWorkbinPlaceGroupId
• Interaction Server Protocol was updated to support changes with the 8.5.104 server updates. The following messages include new attributes:
  • RequestPull - GetIdsOnly,
  • RequestWorkbinNotifications - IdsOnlyInTakenOutNotification,
  • EventUserEvent - Actor information related attributes (including ActorType, ActorMediaServerId, ActorTenantId, ActorStrategyId, and others) .
• Contact API has been extended to provide support for Model and Training data object management.
• Support for null attributes has been added in RequestUpdateStandardResponse.
• RequestCreateWebEmailIn now includes the QueueEndpoint property.
• Transcript objects in both Basic and Flex chat protocols have been extended with the new msgCheck enum property.

Release 8.5.102.03:

• The Log Library component has been extended to support the LMS events-level reassignment feature (under the log-extended options section).
• The Platform SDK Interaction Server Protocol has been updated to work with the Interaction Server 8.5.103 extension. This includes:
  • A new request for agent, place or group specific statistics for workbins (RequestAgentWorkbinStats and the corresponding EventAgentWorkbinStats),
  • A TenantId request parameter for RequestWorkbinNotifications and RequestCancelWorkbinNotifications.
• The CfgApplication class now includes methods to retrieve or update its logon account.
• Support for tagging values in log files using the tag() configuration option has been added.
• Platform SDK .NET code samples have been added into the Installation Package.
• TLS protocol version can now be configured through the connection configuration using the sec-protocol property.

Release 8.5.101.06:

• Genesyslab.Platform.ApplicationBlocks.WarmStandby.dll has been extended with a new application block located in the namespace Genesyslab.Platform.Standby. This application block allows you to easily control the process of connecting and reconnecting to the server. The new application block operates with a pool of the server’s addresses and sequentially tries to connect to the server using the given addresses until an attempt is succesful or until all addresses in the pool are processed.
• Interaction Server protocol has been updated to contain new v8.5.1 server attributes in RequestGetWorkbinContent. These attributes can be used for filtering, ordering, and to limit the number of returned interactions.

Release 8.5.100.01:

• Universal Contact Server protocol has added a new builder class called SearchCriteriaBuilder to simplify creation of SearchCriteriaCollection.
• The server channel now includes a Received event. This event is raised each time that a new message is received.
• Platform SDK now includes new requests and events to support Knowledge Manager functionality.
• The DuplexChannel class now includes pairs of methods BeginOpen – EndOpen and BeginClose – EndClose to support asynchronous opening and closing.

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

• Improved Platform Support (Java only) - Platform SDK for Java now supports Java 8.
• Configuration Server Single Sign-On - Platform SDK now supports the Single Sign-On implementation for Configuration Server, based on Kerberos. This allows users to authenticate seamlessly on Platform SDK applications.
• Configuration Server Localized Values - Platform SDK now detects Configuration Server multi-language mode and includes protocol elements that support localized object names and option values in Configuration Server, allowing applications to make use of the localized configuration data.
• Selective Logging of Protocol Messages (Java only) - Protocols can now be configured to selectively log messages based on message attributes. Simple configuration options have been defined for use in Configuration Server, by connecting with the Application Template Application Block.
  Note: This feature is targeted mainly at server applications which require granular logging settings for production environments.
• Specific Logger Names for Logging Protocol Messages (Java only) - Logger names for protocol and ADDP messages have been changed to follow normal logging conventions and be implementation independent.
• Deprecated Application Blocks (Message Broker and Protocol Manager) - These Application Blocks were deprecated in previous releases of Platform SDK and must not be used for new development. Existing applications should consider removing them or adopting the full source code, which is available. Additionally, the Configuration Object Model (COM) Application Block no longer uses the Message Broker Application Block.
• Improved Exceptions on Open and Close Operations - More descriptive exceptions and detailed documentation have been introduced for the open and close protocol operations, allowing you to apply better error handling strategies in Platform SDK applications. All changes introduced are backwards compatible; newly-introduced exceptions are subclasses of the exceptions previously thrown. Most exception messages have been kept identical, although this is not guaranteed in all cases.
• Friendly Reaction to Unsupported Messages - Platform SDK applications can now receive newly-introduced, unsupported messages and attributes. Previously, unsupported messages and attributes only raised protocol error events or log warnings.
  This allows Platform SDK applications to incorporate the latest server features without needing to wait for a new release of Platform SDK or when upgrading Platform SDK is problematic.
• Improved Configuration Protocol Performance (Java only) - The Configuration Server Protocol and Configuration Object Model (COM) Application Block have been improved in Java, in order to reduce memory footprint and increase speed.
• New Interaction Server Protocol Messages - The Interaction Server Protocol includes new messages, defined by the latest Interaction Server releases. In particular, RequestCancelInvite allows you to cancel an offered transfer or conference, and RequestAgentState allows you to obtain an agent state after reconnecting.
• Asynchronicity of Protocol Procedures - Internal protocol mechanisms have been enhanced to be more asynchronous and less blocking, improving the responsiveness of Platform SDK applications. This includes the handshaking, closing, and DNS lookup procedures.
• Retired Components:
  • Deprecated .NET Configuration Protocol - All .NET Platform SDK applications should use the current implementation of the Configuration Protocol.
  • Deprecated Packaged Statistics Protocol - All Platform SDK applications should use the current implementation of the Stat Protocol.
  • URS Protocol - This protocol has been reserved for internal purposes only.
  • Switch Policy Library - This library has been reserved for internal purposes only.
  • DB Server Protocol - This protocol has been retired, as the DB Server component has been retired.

Tip

Note on Packaging Starting with release 8.5.0, common interfaces for the Message Broker Application Block and Configuration Object Model (COM) Application Block have been moved to an individual file (commonsappblock.jar for Java, Genesyslab.Platform.ApplicationBlocks.Commons.dll for .NET).

Platform SDK 8.5.x Readme

[+] About This Software

The Genesys Platform SDK CD contains software for developing custom applications to handle the full range of work that arrives in your contact center. In contrast to the abstraction of the Interaction SDKs, the Platform SDKs offer low-level components and fine-grained, message-driven interfaces that are also XML-friendly. Both Java and .NET development technologies are supported (in addition to XML).

There are three types of components included with this CD. A brief overview of these components follows, with a detailed list of components provided below.

• Platform SDK protocols connect directly to the underlying Genesys servers and can be used to develop client-side, server-side, supervisor, monitoring, and driver-type applications (among other things).
• Platform SDK application blocks offer production quality code solutions, designed by Genesys engineers to showcase best practice techniques, that should be integrated into your applications to handle common functionality. Application blocks are offered "as-is", but are supported through online discussion forums.
• Platform SDK libraries are binary files that provide powerful new functionality for applications developed with the Platform SDKs.

Platform SDK Protocols

• Configuration Platform SDK enables Configuration Layer data querying and manipulation.
• Contacts Platform SDK enables Universal Contact Server integration for contact and interaction history querying and manipulation.
• Management Platform SDK enables you to design applications that monitor and start/stop applications in your Genesys environment.
• Open Media Platform SDK enables you to develop applications for handling non-voice interactions.
• Outbound Contact Platform SDK enables you to develop applications for programmatically starting and stopping outbound campaigns to accommodate your business logic.
• Routing Platform SDK enables Custom Server integration for your applications.
• Statistics Platform SDK enables you to subscribe to statistics through Stat Server, or perform ad hoc querying of statistics in your contact center.
  Note: With Platform SDK 8.0, this protocol was completely updated to offer improved functionality and access to the full Stat Server protocol. This protocol is not compatible with releases of the Platform SDK prior to 8.0.
• Voice Platform SDK enables you to develop applications that handle voice interactions.
• Web Media Platform SDK enables design of applications that integrate with Genesys non-voice media servers, enabling you to introduce into a Genesys environment e-mail, chat, and callback request interactions that begin in a web environment.

Platform SDK Application Blocks

• The Application Template Application Block (Java only) allows Platform SDK connections to be established by relying on standard Genesys connection parameters stored in Configuration Server.
• The Configuration Object Model Application Block provides an illustration of how to access and manipulate Configuration Layer data by means of programmatic objects.
• The Warm Standby Application Block provides code showing how to implement warm standby high availability in your application development.
• (Deprecated) The Message Broker Application Block is considered a legacy product as of release 8.1.1 due to changes to the default event-receiving mechanism.
• (Deprecated) The Protocol Manager Application Block is considered a legacy product as of release 8.1.1 due to improvements in the configuration of core protocol classes.

Platform SDK Libraries

• Logging Library provides an easy-to-use API for creating and configuring custom-built loggers for your Genesys SDK applications.

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2015 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.

Used In	Component Name	Web Page
Platform SDK for Java	Netty	http://www.jboss.org/netty/

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