eServices

[+] New in Release 8.5.4

[+] New in Release 8.5.3

Legal Terms for Social Engagement 8.5.2

Overview

IMPORTANT - THIS DOCUMENT MUST BE READ IN FULL AND TERMS ACCEPTED PRIOR TO THE DEPLOYMENT OR UPGRADE OF GENESYS SOCIAL ENGAGEMENT

The release of Genesys Social Engagement version 8.5.2 (“Product”) introduces some significant changes over earlier versions of the product. For details regarding these changes, please see this link.

Prior to deploying (or upgrading) and using the Product (and subsequent versions) you agree to review the remainder of this document, after which you will select the click-to-accept option to be bound by these Terms. If you do not agree to these Terms, in whole or in part, you will reject the Terms and refrain from deploying or otherwise using such version of the product. If you are deploying (or upgrading) the product on behalf of an organization or entity (“Customer”), then you are agreeing to these Terms on behalf of that Customer and you represent and warrant that you have the authority to bind the Customer to these Terms. In that case, “you” and “your” refers to you and that Customer

Social Engagement Channels

Channels in the Product are used to source and dispatch data to and from Twitter and Facebook and potentially other Social Networks (“Social Media Providers”). You, or authorized persons working with the Customer may setup channels for the purposes of enabling engagement around Customer’s business on Social Media. Customers will not setup channels for the purpose of monitoring competitors branded social networking pages or for uses outside of the need to engage and manage conversations regarding their business on Social Media.

The Customer’s usage of Social Media will be bound by the Social Media Providers: Rules, and Terms of Service, that may be found on Social Media Providers branded web pages. Notwithstanding any term in the Agreement to the contrary, Genesys reserves the right to suspend the Product, or portion thereof, or reject or cancel the transmission of any information through the Product based upon (i) reasonable belief that the use of the Product is in violation of applicable laws or Social Media Providers Terms of Service (ii) Customer’s use unreasonably burdening the platform running the Product (e.g., use of broad search criteria) or (iii) an imminent compromise to the security or integrity of the platform running the Product. As practicable depending on the circumstances, Genesys will provide written notice of the suspension and keep Customer reasonably informed of Genesys’ efforts to restore the Customer’s use of the Product.

Customer Interactions Stored in the Genesys Data Center

In order to facilitate the use of the analytics component of the Product, Genesys will store a copy of the customer’s inbound and outbound Twitter and Facebook posts, comments, and messages (“Customer Interactions”) in a Genesys-managed software-as-a-service environment/data center, for approximately 3 months, after which the data will be deleted from the Genesys-managed software-as-a-service environment/data center. Customer will not use the Product to receive or transmit sensitive data, including but not limited to personal health information, personally identifiable information, passwords and sensitive account access information, and credit card information. Provided that Customer is fully compliant with the limitations in this Agreement, Genesys shall maintain reasonable, appropriate administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Customer Interactions while such interactions are stored with the Genesys-managed software-as-a-service environment/data center center

As between Genesys and Customer, the Customer Interactions are the proprietary material of Customer and shall be considered Customer’s Confidential Information. Customer grants Genesys a non-exclusive, non-sublicenseable (except to parties working on Genesys' behalf), non-transferable, royalty-free license to access, process, store, transmit, and otherwise make use of the Customer Interactions as directed by Customer or as necessary to provide the Product capabilities and to otherwise fulfill its obligations under and in accordance with the Agreement.

Data Limits

Genesys does not limit the number of outbound Customer Interactions that are issued in direct response to inbound Customer Interactions. Customers are permitted to source up to 200,000 inbound Customer Interactions per month. Inbound Customer Interactions may include tweets that mention the company’s handle or tweets that mention keywords, or Twitter Direct Messages, or any posts or comments from the customer’s Facebook page, or Facebook Private Messages, or other Social Media Providers. Volumes in excess of 200,000 inbound Customer Interactions per month will be subject to additional fees and terms.

Genesys does not limit the number of outbound Customer Interactions that are issued in direct response to inbound Customer Interactions.

Service Availability Support and Warranties

Service level targets as set out in the START_WIDGET4f1424a7581da9bc-1END_WIDGET shall come into effect following acknowledged receipt of All Relevant Information being supplied by Customer to Genesys for the Product.

Maintenance must be purchased with new and continued use of the Product. The analytics component of the Product is facilitated by the Genesys-managed software-as-a-service environment/data center. Use of analytics component of the Product is only available for those customers that purchase and continuously maintain Maintenance. Lapse in maintenance coverage terminates any usage right of the analytics component of the Product. Customers that discontinue Maintenance may build custom interfaces to Social Media Providers using sample code accessible to experienced developers via the Genesys documentation website (or upon request) to facilitate continued use of the engagement capability of the Product.

Customer acknowledges that the Product is dependent on access to various third party services (including, but not limited to, Twitter and Facebook) and you agree that Genesys is not responsible for the non-availability, delays, failures or interruption affecting the Service or the performance of the Service caused by any such third party services or errors or bugs in software, hardware or the Internet on which the Service relies. You acknowledge that we do not control such third party services and such errors or bugs are inherent in the use of such software, hardware and the Internet.

Disclaimer

THE AVAILABILITY OF THE PRODUCT IS PROVIDED ON AN "AS IS" ‘WHERE IS” BASIS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. GENESYS MAKES NO REPRESENTATIONS OR WARRANTIES THAT USE OF THE SOCIAL ENGAGEMENT SERVICES WILL BE UNINTERRUPTED, TIMELY, COMPLETE, OR ERROR-FREE.

Do you accept these terms?

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New in Knowledge Management 8.5.x Releases

[+] New in Release 8.5.3

The following new features were added in the 8.5.3 release:

Dec. 11, 2018

eServices Manager Plug-in for GAX

You can now create and edit structured messages that use rich links, which show a preview of a URL that contains an inline image or video. This feature enables customers to view media immediately without having to click a "Tap to Load Preview" message.
You can now use field codes in the Title text-input field of structured messages for Apple Business Chat.
The Custom Extension structured message for Apple Business Chat has the following improvements in the Received Message tab:
- You can add an image to the message, along with an Image Title and Image Subtitle.
- You can use field codes in the message.
You can now render field codes in the Preview tab for the Date Picker and List Picker structured messages for Apple Business Chat.
For Apple Pay structured messages, eServices Manager now automatically sets the Total Amount Type to final if all items have their Type set to final.

Content Analyzer Plug-in for GAX

Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Red Hat Enterprise Linux 7
- CentOS Linux 7
- Windows Server 2016

Privacy Manager Plug-in for GAX

Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- CentOS Linux 7
- Windows Server 2016

Training Server

Support for the following operating systems. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Red Hat Enterprise Linux 7
- CentOS Linux 7
- Windows Server 2016

Oct. 31, 2018

Classification Server

Support for Windows Server 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

Sept. 27, 2018

eServices Manager Plug-in for GAX

Support for additional types of structured messages (previously known as interactive standard responses) that use Facebook Messenger. eServices Manager can read the configuration of media origin types from Configuration Server and the types of structured messages for Facebook Messenger. See the eServices Manager guide for more information.
Support for the Windows 2016 operating system. See the eServices page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
Support for GAX 8.5.290.09 and higher.
Important
Your environment must have GAX 8.5.290.09 or higher to deploy this release.

March 15, 2018

eServices Manager Plug-in for GAX

Support for CentOS Linux 7.
Support for Apple Business Chat interactive responses. Administrators can create or edit the following interactive responses:
- Apple Pay
- Custom Extension (referred to by Apple as Custom Interactive Message or Custom Message Extension)
- Date Picker
- List Picker

Sept. 27, 2017

Important

Starting with release 8.5.3, Knowledge Management is now known as Digital Administration.

eServices Manager Plug-in for GAX

Support for Red Hat Enterprise Linux 7.
Bulk import standard responses using an Excel file (xls/xlsx).
Support for additional privileges for role-based access.
Search for specific standard responses, field codes, and screening rules using various options and criteria.

Privacy Manager Plug-in for GAX

Support for Red Hat Enterprise Linux 7.
Privacy Manager now supports additional privileges for role-based access.
Privacy Manager can now export and import privacy rules and regular expressions.

Classification Server

Support for Red Hat Enterprise Linux 7 and Oracle Linux 7 coupled with Unbreakable Enterprise Kernel Release 4.
Classification Server can now classify chat transcripts after the interaction has concluded.
Classification Server Language Detection now detects the following additional languages:
- Bulgarian
- Czech
- Danish
- Dutch (Netherlands)
- Finnish
- Greek
- Korean
- Norwegian
- Polish
- Romanian
- Slovakian
- Swedish
- Turkish

This ReadMe does not cover Universal Contact Server (UCS), UCS Proxy, and UCS Manager. These components are included on the Interaction Management CD and also on a separate Universal Contact Server CD, which has its own ReadMe.

New in Interaction Management 8.5.x Releases

[+] New in Release 8.5.3

The following new features were added in the 8.5.3 release:

8.5.306

Interaction Server now includes the following enhancements:
- All Java-related functionality is placed in the ixn-java-aux.jar library.
- Sensitive options of any Groovy Event Logger can now be stored in a safe way.
- Kafka Groovy Event Logger shipped as part of the Interaction Server IP can now stream reporting events in Genesys binary format.
- Kafka Groovy Event Logger script options are now consistent with Kafka Capture Point options.
- ElasticSearch Java libraries of version 6.8.3 are now used by ElasticSearch Groovy Event Logger.
- Support for Microsoft SQL Server 2019. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported databases.

8.5.305

Integrated Capture Points now support the Apache Kafka messaging system.

8.5.304

Interaction Server now includes the following health monitoring-related enhancements:
- A new endpoint "/health/all/" on the Interaction Server health port
- New health counters for Interaction Queue Views
- New health counters for strategies loaded in routers
- Support of Prometheus format
Interaction Server now offers support for the following databases. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported databases.
- Oracle 18c
- Oracle 18c RAC TAF
Interaction Server and Interaction Server Proxy now offer support for the following operating systems. See the Supported Operating Environment: eServices page for more detailed information and a list of all supported operating systems.
- Windows Server 2019 Hyper-V
- Windows Server 2019

8.5.301

This release improves logging and reporting capabilities for Interaction Server and Interaction Server Proxy. In particular, Interaction Server Proxy now chooses to forward the message RequestDistributeEvent to Interaction Servers that serve the media type and tenant ID specified in the request attributes. Previously, the Proxy chose an arbitrary Interaction Server by using a round-robin algorithm.
This release includes enhanced Groovy Logger samples. You might need to re-evaluate your solutions based on samples from previous releases. For more information, refer to the new Groovy Logger configuration templates and the README.txt file in the groovy_event_logger subfolder in the Interaction Server installation folder.

8.5.300

Interaction Server

Interaction Server clients of type RoutingEngine, such as Orchestration Server (ORS), can now use the attributes InQueues and OutQueues in the RequestPlaceInWorkbin to update respective destinations for the interaction. Previously, this feature was available only for Universal Routing Server (URS), which uses a different API.
Starting from this release, customers must use an ODBC connection for Interaction Server instead of DB Server. See the Migrating to ODBC from DB Server page for more information.

Interaction Server Proxy

You can now use configuration options to filter log data:
1. Create a configuration option section named [log-filter-data].
2. Add an option where:
  - key—Is a user data key.
  - value—Is one of the following:
    - copy—Write this data in log (default value).
    - hide—Mask this data in log.
    - skip—Do not write this data in log.
A new configuration option, hint-media-unavailable, in the section [settings] that has the following values:
- If true, Interaction Server Proxy sends notifications to the agent desktop to indicate when the last Interaction Server node that supports a particular media type is offline. Another notification is sent when support of the media type is restored after the affected Interaction Server node is connected again and the agent desktops are silently logged in.
- If false, Interaction Server Proxy does not send the notifications described above.

The following new features were added in the 8.5.1 release:

8.5.110

Interaction Server can now generate an event that can enable tracking of abandoned interactions.
Interaction Server no longer supports the T-Server application type.
It is now possible to use the Groovy Event Logger to process reporting events using custom Groovy scripts.
Interaction Server comes with a new configuration option, max-userdata-size, to specify the maximum user data size for any specific interaction.
Various logging improvements have been added, including new logging control options (trace-segmented-views and max-segments-traced-number) and updated default values for Interaction Server and Interaction Server Proxy.
Interaction Server and Interaction Server Proxy now support TLS 1.2.

8.5.109

This release introduces Cluster Manager Plug-in for GAX, a user interface that you can use to configure Interaction Server and Interaction Server Proxy clusters.
This release supports Universal Contact Server v9.0 in N+1 mode.

8.5.108

Interaction Server 8.5.108.05 supports MS SQL Server 2014, MS SQL Server 2014 Cluster, and Java version 1.8 update.

8.5.107

Interaction Server 8.5.107.06 can be configured in a cluster when working with Interaction Server Proxy 8.5.107.14. This enables multiple Interaction Servers to manage the same agents in a single tenant.
Interaction Server 8.5.107.06 and Interaction Server Proxy 8.5.107.14 support Red Hat Enterprise Linux (RHEL) 7 64-bit native.
Starting in release 8.5.107.14, Interaction Server Proxy supports connections from client types like Media Server (such as Chat Server) and Routing Engine (such as Orchestration Server). It also supports connections using the ESP protocol and can process those requests.
Agents can be automatically logged out.

8.5.102

For RequestGetWorkbinContent, you can now specify:
- Filtering condition
- Number of records returned
- Order in which records are returned.
PostgreSQL databases are supported on Windows and Linux using an ODBC connection.

8.5.100

This release contains updated functionality that enables new features and enhancements of Orchestration Server (ORS).
Interaction Server and Interaction Server Proxy now support UTF-8 on Windows as well as on other platforms. On Windows, this support requires Interaction Server to connect to its database using ODBC (not DB Server).
The way that Interaction Server communicates with its database has been modified to optimize performance.
This release supports:
- Windows Server 2012 Hyper-V
- Oracle 12c RAC
- MS SQL 2012 Cluster
SCAN is not supported in this release.

New in Genesys E-mail 8.5.x Releases