Callback Release Notes

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Not all releases or changes listed below may pertain to your deployment. Check the table below to see which releases apply to you.

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.
First availabilityReleased forHighlightsRelease number
January 13, 2022
AWS.png
  • Updates to the Estimated Wait Time API.
  • Resolved issues.
9.0.051.00
November 04, 2021
AWS.png
Important security improvements 9.0.050.01
November 03, 2021
Azure.png
  • New alwaysCheckCapacity parameter for the Create Callback API.
  • Important security improvements.
100.0.000.0004
October 07, 2021
AWS.png
New alwaysCheckCapacity parameter for the Create Callback API. 9.0.050.00
September 09, 2021
PrivateEdition.png
  • Support for arbitrary UIDs in private edition deployments on OpenShift.
  • Early Adopter Program support for Genesys Multicloud CX private edition deployments on GKE.
100.0.000.0069
August 12, 2021
PrivateEdition.png
Security improvements. 100.0.000.0021
July 08, 2021
AWS.png
Resolved issue. 9.0.047.00
June 30, 2021
PrivateEdition.png
Early Adopter Program support for Genesys Multicloud CX private edition deployments on OpenShift. 100.0.000.0008
May 27, 2021
AWS.png
Resolved issues. 9.0.046.00
March 31, 2021
Azure.png
Support for Genesys CX on Azure 9.0.044.00

January 13, 2022 AWS.png

What's New

  • The Estimated Wait Time API response now includes a new field resultCode for the result of each virtual queue. The field has the following values:
    • 0: A valid estimated wait time was returned for the virtual queue.
    • -1: The virtual queue provided is not known to the system. Either the provided virtual queue is invalid, or there have been no interactions in the virtual queue since the last time the system restarted.
    • -2: The virtual queue is known to the system, but there are currently no agents logged in and therefore no valid estimated wait time can be returned. (GES-2755)

Resolved Issues

  • If the ORS session of an incomplete callback is terminated after the callback's purge time, GES will no longer restart the ORS session. Instead, the callback will be moved to the COMPLETED state with the reason being PURGED. (GES-2756)
  • Previously, when testing a phone number on the Permitted & Blocked Numbers page in the Callback UI, a valid phone number was sometimes erroneously labeled as too long or too short when the phone number provided was not a North American number. That issue has been fixed. (GES-2729)
  • On the Create Callback API, the error message associated with error code 7055 has been changed from "Desired time can't be honored, wait is too long" to "Desired time cannot be honored – wait time is too long". (GES-2707)
  • Previously, certain types of completed callback reasons failed to display in the Callback UI. That issue has been fixed. (GES-2674)
  • Privileges-related issues have been fixed in the Callback UI. (GES-2670)
  • Previously, on the Create Callback API, when a routing point was configured for the service in the Designer CALLBACK_SETTINGS data table under the Routing Point column, the value of the optional API parameter routePoint was ignored, with the default one configured in CALLBACK_SETTINGS being used instead. GES now uses the value specified in the optional API parameter routePoint, when provided, as the routing point used for the outbound call. (GES-2624)
  • When determining if the requested time for a scheduled callback is too close to the current time to be allowed, the estimated duration for all the calls on hold (such as snoozed callbacks) is now included in the Estimated Wait Time (EWT) calculation. Prior to this change, calls on hold were not included in the EWT calculation. This change impacts two situations:
    • Callback Create API, when the alwaysCheckCapacity option is set to true
    • Availability API (always) (GES-2777)

November 04, 2021 AWS.png

Security Fixes

  • This release includes important security upgrades made to third-party software. (GES-2715)

November 03, 2021 Azure.png

What's New

  • A new parameter, alwaysCheckCapacity, can be passed to the Create Callback API. When used and the value is true:
    • Scheduled callbacks can be booked only in the future, beyond the EWT duration. For example, if the current time is 13:00 and the EWT is 60 minutes, then the desiredTime in the request must be 14:00 or later. If 13:30 is used, the system returns an error.
    • Capacity is checked against the bucket for scheduled callbacks that have a desiredTime equal to the current time. For example, let's say the time now is 15:37 and bucket sizes are 15 minutes. If a desiredTime of 15:37 is used, the capacity for the 15:30 bucket is checked for capacity. Previously, a scheduled callback with a desiredTime equal to the current time was converted to an ASAP callback and capacity wasn't checked.
    The availability API will check the capacity of a bucket regardless of the state of the callback. Only COMPLETED callbacks do not count towards the capacity.
    (GES-2664)

Security Fixes

  • This release includes important security upgrades made to third-party software. (GES-2715)

Resolved Issues

  • An issue has been fixed that sometimes caused an out-of-memory error during GES startup. The issue occurred only in deployments where GES had to recover 600k+ callbacks from the database during startup. (GES-2546)

October 07, 2021 AWS.png

What's New

  • A new parameter, alwaysCheckCapacity, can be passed to the Create Callback API. When used and the value is true:
    • Scheduled callbacks can be booked only in the future, beyond the EWT duration. For example, if the current time is 13:00 and the EWT is 60 minutes, then the desiredTime in the request must be 14:00 or later. If 13:30 is used, the system returns an error.
    • Capacity is checked against the bucket for scheduled callbacks that have a desiredTime equal to the current time. For example, let's say the time now is 15:37 and bucket sizes are 15 minutes. If a desiredTime of 15:37 is used, the capacity for the 15:30 bucket is checked for capacity. Previously, a scheduled callback with a desiredTime equal to the current time was converted to an ASAP callback and capacity wasn't checked.
    The availability API will check the capacity of a bucket regardless of the state of the callback. Only COMPLETED callbacks do not count towards the capacity. (GES-2664)

September 09, 2021 PrivateEdition.png

PrivateEdition.png

Private Edition: 100.0.000.0069 available September 09, 2021

For private edition

  • Genesys Engagement Service (GES) now supports the use of arbitrary, or random, user IDs (UIDs) in OpenShift.
    • The Dockerfile has been modified to specify container and file ownership as user=500 (genesys) and group=0 (root).
    • The securityContext settings exposed in the default values.yaml file specify the user and group IDs for the genesys user (500:500:500). You must override these Helm chart values if you want OpenShift to use arbitrary UIDs. For more information, see Configure Genesys Engagement Service.
    • GES is deployed using ServiceAccounts that use the restricted Security Context Constraint (SCC). In an earlier implementation, Genesys required you to deploy all private edition services using a ServiceAccount associated with the custom genesys-restricted SCC, to control permissions for the genesys user (500). Genesys now expects OpenShift to use arbitrary UIDs in your deployment, and the genesys-restricted SCC has been deprecated. If you previously deployed GES using the genesys-restricted SCC, Genesys recommends that you redeploy GES so that you use arbitrary UIDs. (GES-2649)
      More info: Configure Genesys Engagement Service
  • As of December 23, 2021, Callback supports deployments on Google Kubernetes Engine (GKE) in Genesys Multicloud CX private edition, as part of the Early Adopter Program. (CPE-1938)
    More info: Genesys Callback Private Edition Guide

August 12, 2021 PrivateEdition.png

PrivateEdition.png

Private Edition: 100.0.000.0021 available August 12, 2021

Security Fixes

  • This release includes security improvements and Helm chart fixes that correct issues with Prometheus integration and the Statistics API. (CPE-1568)
    More info: Genesys Callback Private Edition Guide

July 08, 2021 AWS.png

Resolved Issues

  • An issue has been fixed that sometimes caused an out-of-memory error during GES startup. The issue occurred only in deployments where GES had to recover 600k+ callbacks from the database during startup. (GES-2546)

June 30, 2021 PrivateEdition.png

PrivateEdition.png

Private Edition: 100.0.000.0008 available June 30, 2021

For private edition

  • Starting with this release, Callback is available for select customers in Genesys Multicloud CX private edition, as part of the Early Adopter Program. Deployments on OpenShift Container Platform (OpenShift) are supported. (GES-2428)
    More info: Genesys Callback Private Edition Guide

May 27, 2021 AWS.png

Resolved Issues

  • Performance improvements have been made to the periodic refresh of tenant configuration, which occurs every 30 minutes. Previously, the time required to perform the refresh might have interfered with the processing of incoming requests, resulting in a delayed response. (GES-2495)
  • An issue with historical reporting has been fixed. Previously, there were intermittent race conditions during which GES received multiple requests across multiple nodes, resulting in the states being updated out of order. In this scenario, completed callbacks were sometimes processed a second time, which impacted the accuracy of historical reports. (GES-2487)

March 31, 2021 Azure.png

What's New

  • Starting with this release, Callback is available in Genesys CX on Azure. (GES-2028)



Prior Releases

For information about prior releases of Callback, click here: Callback