Known Issues and Recommendations
The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of . This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.
See also Internationalization Issues.
Workspace Web Edition
The Service Client API does not support the EXTERNAL mode with Microsoft Internet Explorer.
| ID: HTCC-25211 | Found In: 8.5.201.61 | Fixed In: |
Partial login is not supported for agents who are configured for multiple multimedia channels. For example, if an agent is set up to handle chat and email interactions, but there is no chat license available, login will fail for both chat and email.
| ID: HTCC-25132 | Found In: 8.5.201.61 | Fixed In: |
The voicemail bell/tone does not play when a new voicemail is received.
| ID: HTCC-23603 | Found In: 8.5.201.41 | Fixed In: 8.5.201.50 |
Case Data can no longer be removed from a Chat interaction after the Chat has been released and a Disposition has been applied.
| ID: HTCC-22266 | Found In: 8.5.201.29 | Fixed In: 8.5.201.41 |
In Team Communicator and the My Agents tab, the Not Ready state is displayed instead of Do Not Disturb when a channel is set to Do Not Disturb.
| ID: HTCC-20908 | Found In: 8.5.201.18 | Fixed In: |
During chat consultations, if the consultation is cancelled by using the hyperlink in the transcript or by time-out, the same consultation target cannot be used again during the chat session.
Workaround: The agent should refresh the browser.
| ID: HTCC-19703 | Found In: 8.5.201.09 | Fixed In: 8.5.201.18 |
In the My Agents tab, the In Call status filter does not work for chat and email.
| ID: HTCC-19547 | Found In: 8.5.201.09 | Fixed In: 8.5.201.18 |
If an agent sets his or her status on the chat or email channels to Do Not Disturb from Not Ready, and then a Team Lead or Supervisor, using the My Agents tab, sets the agent's state to Ready, the channel is displayed as Ready to the agent, even though it is still in the Do Not Disturb state on the system.
| ID: HTCC-19405 | Found In: 8.5.201.09 | Fixed In: 8.5.201.18 |
If an agent sets his or her status to Do Not Disturb from Ready, a Team Lead or Supervisor using the My Agents tab cannot change the agent state to Ready, and does not receive a warning message to describe why the agent state remains as Not Ready.
| ID: HTCC-19402 | Found In: 8.5.201.09 | Fixed In: |
When a Team Lead or Supervisor uses the My Agents tab to end an Agent session, unsaved information on the Agent side is lost.
| ID: HTCC-19394 | Found In: 8.5.201.09 | Fixed In: |
Limitation: If an agent closes his or her browser or if the browser crashes with a released voice interaction still open, it will remain in the In Progress state. It is not yet possible to apply Done to voice interactions in the History view.
| ID: HTCC-17820 | Found In: 8.5.201.09 | Fixed In: |
If the value of the intercommunication.voice.consultation-enabled option is set to empty, the Consultation button is incorrectly not displayed, even if the Instant Messaging feature is enabled.
| ID: HTCC-17634 | Found In: 8.5.201.09 | Fixed In: |
The 'interaction.setUserData' method from the Service Client API rejects the full operation when a key that does not match the constraints of the 'service-client-api.user-data.write-allowed' option is encountered. The error message reflects only the first mismatch; no other mismatches are checked.
| ID: HTCC-16114 | Found In: 8.5.201.09 | Fixed In: |
Workspace Web Edition limits interaction queue supervision to email media; supervisors can't perform actions on chat interactions.
| ID: HTCC-14719 | Found In: 8.5.201.09 | Fixed In: |
On search, Team Communicator shows non-agent users and disabled users as agents and doesn't take disabled flags from Configuration Server into account.
| ID: HTCC-14166 | Found In: 8.5.201.09 | Fixed In: |
The underscore character ("_") is not recognized as a tokenizer in Team Communicator searches for agents, interaction queue, routing point and skill targets. The text after this character isn't searchable directly, you need to set also the first part. For example, to search for the "My_Routing" routing point, the agent must enter "My_" or "My_R", if only "Rout" is used, the routing point will not be found.
| ID: HTCC-11594 | Found In: 8.5.201.09 | Fixed In: |
Sometimes, the list of Responses may be empty or incomplete, the agent has to re-try the access late. This issue can occur after the server startup.
| ID: HTCC-11109 | Found In: 8.5.201.09 | Fixed In: 8.5.201.29 |
The <$ Agent.Signature $> field code is not supported for Standard Responses. If it is present in a Standard Response, it will be just replaced by the full name of the agent on insert.
| ID: HTCC-10728 | Found In: 8.5.201.09 | Fixed In: |
Workspace Web Edition does not support (it will not use or show) the display name of Interaction Queue objects.
| ID: HTCC-9514 | Found In: 8.5.201.09 | Fixed In: |
An agent cannot edit place at login if the Genesys Web Services API was used to provision users or a default place was set for agents.
| ID: HTCC-6252 | Found In: 8.5.201.09 | Fixed In: |
When a call is conferenced to an agent, the phone number of the customer is not displayed in the interaction bar of the agent who accepts the conference; instead, the phone number of the agent who initiated the conference call is displayed.
| ID: HTCC-4484 | Found In: 8.5.201.09 | Fixed In: |
Web Services API
When the agent monitoring API is called for an agent who is logged in to the chat, smssession, or facebooksession medias, the supervisor monitors all three media, and will join all interactions for three media.
| ID: HTCC-24880 | Found In: 8.5.201.46 | Fixed In: |
The Interaction.DateCreated field code is not rendered when a standard response is inserted. Use Interaction.StartDate instead.
| ID: HTCC-23872 | Found In: 8.5.201.09 | Fixed In: |
If an agent is in the middle of handling an interaction and another separate process updates that same interaction in Universal Contact Server, any information the process adds (such as attached data or notes) is overwritten by information the agent adds.
| ID: HTCC-15296 | Found In: 8.5.201.09 | Fixed In: |
A single agent in a contact center is unable to log in to a backup Interaction Server that is running in primary mode if a network connection to the primary Interaction Server is unavailable.
| ID: HTCC-8911 | Found In: 8.5.201.09 | Fixed In: |
Limitation: The moving of objects between folders in Configuration Server is not supported.
Workaround: If an object must be in a different folder, delete the object and recreate it in the correct folder.
CRM Gplus Adapters
Gplus Adapter for Salesforce
- If interaction.disposition.is-mandatory is true, when marking a call or a chat done without selecting a disposition, the warning message displayed is now in the format: You must select a <Business Attribute Display Name> before closing, where <Business Attribute Display Name> is the configured business attribute display name.
| ID: HTCC-25735 | Found In: 8.5.201.50 | Fixed In: |
When a user navigates to the Adapter login screen, the Adapter might continually load and the loading spinner might not disappear.
Workaround: Refresh the browser to correctly display the login screen.
| ID: HTCC-23474 | Found In: 8.5.201.41 | Fixed In: |
In scenarios where the agent's phone rings while establishing outbound SIP calls, the origin text displayed in the adapter may incorrectly show the agent's number as the destination instead of the customer.
| ID: HTCC-18409 | Found In: 8.5.201.09 | Fixed In: 8.5.201.18 |
Internationalization Issues
Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of Web Services and Applications unless otherwise noted in the issue description.
There are no internationalization issues for this product.