New in 9.0.0

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9.0.010

• iWD Manager
  • Support for custom attribute types

    You can now configure custom attributes types in Genesys configuration layer. iWD Manager uses these types for validation in filter criteria and for proper display of task details. Configuration details are here.

  • ORS Business Process improvements
    • The maximum number of retries to connect GRE/UCS is now restricted for the InvokeGRE and InvokeUCS strategies in order to prevent an infinite loop if GRE/UCS is down.
    • The iWD Business Process now properly handles ORS timeouts and GRE/UCS unavailability.
  • You can now create a bookmark for any page in the Global Task List (for example, for a custom filter).
• iWD Data Mart reporting enhancements
  • Default Values

    iWD Data Mart now calculates and aggregates tasks which are not yet classified or prioritized at the moment of aggregation.

  • New configuration option

    A new configuration option—aggregation-delay-interval—is introduced. You can now specify a number of minutes (in 15-minute increments—15, 30, 45, and so on) to be waited before aggregation. Setting this parameter helps to avoid getting default values (Unclassified, Unknown) in reports. Set the value to a sufficient amount of time to ensure pre-routing activity is already completed and all tasks' properties are populated.

  • Pending Metrics

    The calculation logic for some rare cases has been fixed.

  • Real-time reporting

    Real-time reporting metrics are now calculated over facts, not over aggregates. This means that real-time reporting will receive the latest processed data, even if an aggregation delay is set to more than 0 (zero) or if the aggregation process is delayed for some reason.

• Support for the following databases. See the IWD section in the Supported Operating Environment Reference Guide for more detailed information and a list of all supported databases.
  • Oracle 12c R2
  • Oracle 12c R2 RAC
  • Microsoft SQL Server 2017

MORE INFORMATION

9.0.009

• Support for OpenJDK 11.
• iWD Manager:
  • Provision of a default filter to be applied when users open the Global Task List. MORE
  • New Create Copy button for copying filters. MORE
  • A Queue selector for filter criteria now shows all iWD queues for the selected tenant. MORE
  • A mandatory tenantId parameter has been added to the FetchFilterCriteriaTemplates method.
  • Improvements to display of non-English characters.
• iWD History Node:
  • Additional JMS parameter support.
  • Support for the IBM MQ JMS provider.
• iWD Data Mart:
  • Support for native plugins to improve performance.
  • Improvements to the KETTLE version of the AGE plugin.
• Improvements to the iWD Business Process for Composer/ORS. MORE

9.0.008

• Support for Genesys CX Insights (GCXI) has been introduced.
• The Statistics Adapter job can now automatically create Virtual Queues for real-time reporting. MORE DETAILS

  New Pulse widgets are provided within the iWD Runtime Node IP. (IWD-8105) MORE DETAILS

• iWD Manager filters now support "is like" and "value in list" criteria.
• Logging configuration been unified for all iWD components. LMS files now contain full log messages, so Message Server alarms can be set up in the same way as other Genesys products. MORE DETAILS
• Support for OpenJDK 8 is introduced.

9.0.007

• iWD Manager and iWD Web are now localized into Spanish (International). iWD Plug-in for GAX is now localized into Spanish (Latin America) and Spanish (Mexico).
• The Statistics Adapter job can now write settings into multiple Stat Server primary/backup pairs. Previously, it could only write to one such pair.
• JDBC Driver Class, JDBC Driver JAR File and JDBC URL can be explicitly configured for iWD Stat Extensions, using iWD GAX Plug-in. These configuration options are optional. By default iWD Stat Server Extensions will use values from iWD Data Mart and default values. MORE DETAILS.

9.0.006

• iWD Manager and iWD Web now support LCA.

9.0.005

Changes to iWD History Node

• iWD History Node now fully supports Local Control Agent (LCA). iWD History Node's Application type has been changed from type Third Party Server to type Genesys Generic Server to support this change.
• A new configuration option—centralized-logging—now enables configurable centralized logging to Message Server.

Changes to iWD Data Mart

• IWD Data Mart now supports centralized logging. A checkbox option—Enable Centralized Logging—that enables logging has been added to the Data Mart logging settings in the iWD GAX plugin.

Changes to Application types

• The Application types of iWD Manager Server, iWD History Node and iWD Web have been changed from type Third Party Server to type Genesys Generic Server, in order to support the implementation of Local Control Agent (LCA) functionality for iWD History Node.

Extension of TLS Support

• Connections from iWD Data Mart and iWD History Node to Message Server now support TLS. Please read this topic.

9.0.004

Security enhancements

• Support for TLS 1.2 is implemented. Please see the Configuring TLS for iWD guide for details.
• Configuration of iWD Manager that used to be taken from the iwd.properties file now takes place in Configuration Server. See the Deployment Guide for details.

9.0.003

Platforms/Tools Changes

• Support for Microsoft SQL Server 2016 is implemented.
• Support for MS SQL 2016 Cluster & AlwaysOn is implemented.
• Support for Windows Server 2016 is implemented.
• Support for Jetty 9.4 is implemented.

9.0.002

iWD History Node

iWD History Node is an application that filters the flow of data from the Interaction Server, so that only iWD-relevant data is made available to iWD, thereby boosting performance. MORE INFORMATION

REST API for iWD Manager

• The REST API for iWD Manager is now available to customers who want to develop custom solutions.

iWD Manager Updates

• The user interface of iWD Manager has been updated to bring it into line with other Genesys applications and components. As part of this update, the Custom Interaction Properties functionality has been moved into the iWD Plug-in for GAX.
• iWD Manager now runs as a standalone Java application without needing any external servers.
• iWD Manager no longer has a separate database for configuration objects. Configuration of iWD Manager filters, icons and user settings has been moved to Configuration Server. MORE INFORMATION

Support for Interaction Server Cluster via Proxy

Before release 9.0, iWD supported multi-Interaction-Server deployments with tasks segmented into logical entities called Solutions. In this architecture, each Solution is handled by a single Interaction Server (possibly in primary-backup configuration) and each Interaction Server can handle multiple Solutions. iWD 9.0 expands this capability with an architecture where a single Solution can be handled by multiple Interaction Servers via an Interaction Server Proxy. MORE INFORMATION

Support for Automated Import of XLS/CSV Files in iWD Web

In release 9.0, it is now possible to configure automatic import of .XLS, .XLSX and .CSV files with column headings, based on a time interval of the customer's choosing. Source systems export tasks/work items to a safe location that iWD Web can access. iWD Web checks for the presence of a new file in this location, checks the file format, then imports the individual tasks to iWD/Interaction Server for insertion into the Global Task List. Source-system-defined attributes can be mapped to any iWD attributes, according to the customer's configured mapping. Automatically uploaded jobs can be viewed (alongside any manual uploads) in the Jobs List tab of iWD Web. MORE INFORMATION

Platforms/Tools Changes

• Support for Java 8 (mandatory for release 9.0 components)
• Support for the Apple Safari 10 browser
• All components have an embedded Application server now—either Tomcat or Jetty
• Support for Red Hat Enterprise Linux 7

Discontinued Support

• Support for Java 7 and Java 6
• Support for Red Hat Enterprise Linux 5
• Support for Microsoft IE 8, 9 and 10
• Support for Windows Server 2008
• Support for MS SQL Server 2005
• Support for Oracle 11c and Oracle 11c RAC
• Support for IBM WebSphere
• Support for the ACME samples tools and demonstration
• The iWD Data Mart Reference Guide has been updated to reflect the fact that distribution points have been removed from iWD Data Mart, and that configuration functionality has moved from iWD Manager to iWD Plug-in for GAX.

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