EX Engage Connector 100.0.x Release Note

This Release Note applies to all 100.0.x releases of EX Engage Connector. Links in the Available Releases section enable you to access information regarding a specific release.

Available Releases

Important

The Release table lists the initial availability date for each release and the deployment environments for which a release is made available. Except when otherwise stated in the description for a specific release, each release includes all of the features and resolved issues that were introduced on earlier dates, regardless of the deployment environment. The features and resolved issues that apply only to a specific deployment environment are noted as such.

Release 100.0.1:

Service	Available	Release Type	Restrictions	Platform				Release
				AIX	Linux	Solaris	Windows
EX Engage Connector Configuration Sync Service	07/28/23	General			X			100.0.100.04
EX Engage Connector Agent State Sync Service	07/28/23	General			X			100.0.100.04
EX Engage Connector Conversation Provider Service	07/28/23	General			X			100.0.100.05
EX Engage Connector Configuration Sync Service	07/14/23	General			X			100.0.100.03
EX Engage Connector Operations Service	07/14/23	General			X			100.0.100.02
EX Engage Connector Agent State Sync Service	07/14/23	General			X			100.0.100.03
EX Engage Connector Conversation Provider Service	07/14/23	General			X			100.0.100.04

Configuration Sync Service: 100.0.100.04

Resolved Issues

• The Health API now returns a 200 OK response only when the dependent services are connected successfully; otherwise it returns a 503 response. Previously, the Health API would indicate a success even if dependent services like Config DB, Redis, and Genesys Cloud cannot be connected. (CCECS-499)

Agent State Sync Service: 100.0.100.04

Resolved Issues

• The agent status sync between Genesys Cloud and Engage is improved. Previously, if an agent (created in Engage) was deleted in Genesys Cloud, The agent presence was not synced correctly if that agent was recreated in Engage. (CCEASS-248)

Conversation Provider Service: 100.0.100.05

Resolved Issues

• In agent-initiated outbound call scenarios, when a Consult call is established through a routing point and the agent released the call after transfer completion, the call was not released in Genesys Cloud. This issue has been resolved. (CCECP-653)
• Previously, in a two-step transfer scenario, if the customer hung up before the transfer process started, the Genesys Cloud UI showed the call as transferred instead of showing that both the main and consult calls were released. Now, the Genesys Cloud UI correctly displays the calls as released in such scenarios. (CCECP-650)
• If an agent does a single-step transfer on a call, which was previously processed on a routing point, then the GC EX Org fails to detect it as a blind transfer in the injected conversation. This issue has been resolved. (CCECP-647)
• Previously, if an Engage call traverses multiple routing point DNs used by URS for target selection, then the corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call. Now, the correct routing point is shown as abandoned. (CCECP-642)

Configuration Sync Service: 100.0.100.03

What's New

• This is the initial release of EX Engage Connector Configuration Sync Service (EXCS).

Known Issues

• If a User Name of an Engage Person is not in a valid email format, then this person is originally synchronized to GC using a valid email from either Employee ID or E-Mail fields but later EXCS sets a corresponding GC User into the Inactive state. (CCECS-509)
• EXCS doesn't re-create a mapped configuration object in the EX Org if this object is manually deleted. (CCECS-503)
• EXCS doesn't remove an ACD queue in the EX Org if a corresponding DN is deleted in the Engage configuration. Instead, EXCS only unlinks the existing mapped members from such ACD queue in the EX Org. (CCECS-463)

Operations Service: 100.0.100.02

What's New

• This is the initial release of EX Engage Connector Operations Service (EXOP).

Agent State Sync Service: 100.0.100.03

What's New

• This is the initial release of EX Engage Connector Agent State Sync Service (EXAS).

Third Party Limitations

• EXAS service uses the third-party Jakarta library. As per its license recommendations, customers may modify this library in an additional image layer, but Genesys is not obligated in any way to support problems that may be introduced by this additional image layer.

Conversation Provider Service: 100.0.100.04

What's New

• This is the initial release of EX Engage Connector Conversation Provider Service (EXCP).

Known Issues

• EX Engage Connector requires a call routed to an agent to go through a VQ DN, which is configured to be mapped to the GC EX Org as an ACD Queue. Call distributed to agents without involving a VQ DN (e.g. through an Engage ACD queue) may be injected into the GC EX Org incorrectly. (CCECP-643)
• If an Engage call traverses multiple routing point DNs used by URS for target selection, then the corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call. (CCECP-642)
• If an agent uses a two-step transfer on a call, which was previously processed on an RP, then the corresponding GC conversation may incorrectly classify this transfer as a blind transfer. (CCECP-633)
• If an Engage agent initiates a consult call to a RP and completes it before the call is distributed to an agent, then corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call. (CCECP-620)
• If EXCP losses its connection to the EXCS, then EXCP doesn't report a call wrap-up code to the GC EX Org. (CCECP-621)
• If an agent uses a single-step transfer on a call, which was previously processed on a routing point, then the GC EX Org fails to detect a blind transfer in the injected conversation. (CCECP-647)

Related Resources

For additional information about EX Engage Connector, see the following documentation:

• The documentation related to this software is available from the EX Engage Connector page.
• The EX Engage Connector Deployment Guide provides details about installing and configuring EX Engage Connector.

Release Notes for other Genesys components are available here.