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.
When an MLM backup of multiple recordings fails part way through the process, Interaction Recording Web Services continues its attempts to backup the remaining recordings.
| ID: GIR-10674 | Found In: 8.5.201.91 | Fixed In: |
GIR-10604
When an agent logs in to an environment containing multiple switches, Interaction Recording Web Services incorrectly attempts to connect to all SIP Servers--instead of only to the SIP Server associated with the switch that serves the DN of the agent.
| ID: GIR-10604 | Found In: 8.5.201.55 | Fixed In: |
If voice or screen recordings are deleted and Interaction Recording Web Services (RWS) is then requested to reindex for a time period for which there are no recordings, RWS may display an incorrect error that Elasticsearch validation failed.
| ID: GIR-9532 | Found In: 8.5.201.60 | Fixed In: |
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: 8.5.201.75 |
RWS will not attempt a connection to Interaction Server if the api-multimedia-screenrecording feature is enabled but the api-multimedia feature is not.
Workaround:
Enable the api-multimedia feature for RWS if eServices screen recording is in use.
- To enable a new feature, follow the instructions in the feature definitions file. For details, see:
Enabling features in the Feature Definitions file.
Verify that the api-multimedia and api-multimedia-screenrecording features are enabled for the cluster. - Ensure the feature definitions file is read at start-up and then disabled after start-up. For details, see Ensuring the Feature Definitions file is Read at Start-Up.
- Follow the instructions in the Configuration for Screen Recordings section in the GIR Solution Guide to set the api-multimedia and other screen recording features for the contact center.
{ "uris":[ "/api/api-multimedia", "/api/api-voice-screenrecording", "/api/api-multimedia-screenrecording", "/api/api-screenrecording-connection-reporting" ] }
| ID: GIR-4201 | Found In: 8.5.201.42 | Fixed In: 8.5.201.99 |
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: |
Using MLM backup with the unzipped option to export the backup to a remotely mounted Windows directory is currently not supported. Instead, use the unzipped option to export the backup to a Unix file system.
| ID: GIR-11117 | Found In: 8.5.201.98 | Fixed In: 8.5.202.04 |
Internationalization Issues
Information in this section is included for international customers.
There are no internationalization issues for this product.