Known Issues and Recommendations
Interaction Recording Web Services
The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of Interaction Recording Web Services. 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.
Data masking in the Genesys Interaction Recording API might not behave as expected if the list of masked fields you define for the metadata.privacy.agent_fields and metadata.privacy.customer_fields settings contain spaces.
Workaround: Avoid using spaces in the metadata.privacy.agent_fields and metadata.privacy.customer_fields settings in the recordingsettings group.
| ID: GIR-6338 | Found In: 8.5.201.42 | Fixed In: |
Interaction Recording Web Services does not attempt to connect to Interaction Server if the api-multimedia-screenrecording feature is enabled but the api-multimedia feature is not.
Workaround: Enable api-multimedia on Interaction Recording Web Services nodes which are expected to handle non-voice Screen Recording.
| ID: GIR-4201 | Found In: 8.5.201.42 | Fixed In: |
Messages like the following can be safely ignored in the log:
10/21/2015 18:06:45.433ERROR [] [] [] \[com.genesyslab.PCT.invoker.EventBrokerEx:TServer:5e85bb59-d585-43e2-9e79-b5df480003f1:9e116565-912a-4da2-ab62-773be8254464] c.g.c.v.a.e.s.ScreenRecordingTelephonyEventHandlerV2 Failed to process message: PartyMessage(super=InteractionMessage(super=BasicTelephonyMessage(message='EventAttachedDataChanged' (85) attributes:
<attributes omitted for clarity>
com.genesyslab.cloud.v2.exceptions.CloudException: GSIP_RECORD Is missing/invalid in attach data eventKVList:
<attributes omitted for clarity>| ID: GIR-3538 | Found In: 8.5.201.42 | Fixed In: |
If Workspace Web Edition and Screen Recording Service sessions are handled by separate instances of Interaction Recording Web Services and the agent logs off without exiting Workspace, Interaction Recording Web Services is unable to send the StopRecording event to the Screen Recording Service for non-voice channels triggered by ready( x ) and loggedin( x ). NOTE: Blended agents are still routable, and there is no workaround for blended agents.
Workaround: Do not use Log Off from the top menu or agent's channels view. Use Exit instead.
| ID: GIR-1667 | Found In: 8.5.201.42 | Fixed In: 8.5.201.60 |
Internationalization Issues
Information in this section is included for international customers.
There are no internationalization issues for this product.