Callback Release Notes

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

RSS:

• For cloud
• For private edition

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.

Available	Genesys CX on		Private edition	Highlights	Release
	AWS	Azure
October 28, 2024				This release includes resolved issues to Callback.	100.0.009.0005
September 18, 2023				Important security improvements.	100.0.007.0029
April 27, 2023				Resolved issues.	100.0.005.0101
August 11, 2022				The openFor API has new input and output parameters. The Callback Create API has new optional parameters. There is a new value, mode4, that you can use with the EstimatedWaitTime API mode parameter. You can now see your customer site name or Environment beside your user name in the Callback UI.	100.0.003.0156
April 21, 2022				Feature parity.	100.0.002.2119
January 13, 2022				Updates to the Estimated Wait Time API. Resolved issues.	9.0.051.00
November 4, 2021				Important security improvements.	9.0.050.01
November 3, 2021				New alwaysCheckCapacity parameter for the Create Callback API. Important security improvements..	100.0.000.0004
October 7, 2021				New alwaysCheckCapacity parameter for the Create Callback API.	9.0.050.00
July 8, 2021				Resolved issue.	9.0.047.00
May 27, 2021				Resolved issues.	9.0.046.00
March 31, 2021				Support for Genesys Engage cloud on Azure	9.0.044.00

October 28, 2024

Resolved Issues

• The Notification API now resubmits notifications in the case where the Google FCM application fails. (GES-4529)

September 18, 2023

What's New

• Third-party libraries have been updated to improve security. (GES-3821)

Resolved Issues

• Number validation has been updated to include the current dialing codes. (GES-3865)

April 27, 2023

Resolved Issues

• The Open-For API has a parameter, returnWithinImmediateOfferTime, which indicates that the API caller would like to know if it is currently within this Virtual Queue's immediate offer hours. Changes have been made so that the API responds correctly regardless of whether there are currently any agents logged in. The isWithinImmediateOfferTime parameter is in the response body. For example, if there are no agents logged into a particular VQ but it is within the immediate offers hours for the VQ,  the response body parameter, isWithinImmediateOfferTime, is set to true, indicating it is within the VQ's immediate offer hours. (GES-3123)

• When creating an immediate callback with both alwaysCheckCapacity and checkWithinImmediateOfferTime set to true in Web Callback, calls snoozed or on hold are now counted towards the EWT calculation. (GES-3107)

• Third-party dependency updates to maintain security and reliability.

August 11, 2022

What's New

• Genesys has added the following optional parameters to the Callback Create API:
  

  Optional parameter	Type	Description
  checkWithinImmediateOfferTime	boolean, default=false	When true, and the callback being requested is an Immediate callback, the callback is created only if the current time is within the Immediate offer time. If the value of checkWithinImmediateOfferTime is false, Immediate callbacks are always allowed, regardless of the current time of day, as in prior releases.
  checkImmediateEnabled	boolean, default=false	When true, and the callback being requested is an Immediate callback, the callback is created only if Immediate Enabled1 is set to true for the callback virtual queue. If the value of checkImmediateEnabled is false, Callback ignores the value of Immediate Enabled, as in prior releases.
  checkScheduledEnabled	boolean, default=false	When true, and the callback being requested is a Scheduled callback, the callback is created only if Scheduled Enabled1 is set to true for the callback virtual queue. If the value of checkScheduledEnabled is false, Callback ignores the value of Scheduled Enabled, as in prior releases.

  ¹ You configure the parameters for the callback virtual queue in the CALLBACK_SETTINGS data table in Designer.
   (GES-3026)

• Genesys has added the following input and output parameters to the openFor API:

  New input parameters

  Parameter	Type	Description
  queryImmediateOfferHours	boolean, default=false	When true, and if Immediate Offer Hours1 is configured for the callback virtual queue, then the API returns: the number of seconds before the end of the business day for Immediate Offer Hours1 in addition to the Business Hours1 configured for the callback virtual queue. a new output parameter, immediateOfferHoursOpenFor. For more information, see New output parameters, below. If the value of queryImmediateOfferHours is false, the API response excludes the immediateOfferHoursOpenFor parameter.
  returnWithinImmediateOfferTime	boolean, default=false	When true, the API adds a new output parameter to the API response, isWithinImmediateOfferTime. For more information, see New output parameters, below. If the value of returnWithinImmediateOfferTime is false, the API response excludes the isWithinImmediateOfferTime parameter.
  checkImmediateEnabled	boolean, default=false	When true, the API adds a new output parameter to the API response, isImmediateEnabled. For more information, see New output parameters, below. If the value of checkImmediateEnabled is false, the API response excludes the isImmediateEnabled parameter.

  
  

  New output parameters

  Parameter	Type	Description
  immediateOfferHoursOpenFor	integer	Only returned if queryImmediateOfferHours is set to true in the API request. This parameter returns the following values: If Immediate Offer Hours1 is not configured for the callback virtual queue, the API returns -1. If Immediate Offer Hours1 is configured, but the current time is outside of the configured offer hours, the API returns 0. If Immediate Offer Hours1 is configured and the current time is within the offer hours, the API returns the number of seconds until the end of the business day associated with Immediate Offer Hours1. NOTE: If you specify a value for the start parameter, then that value is used as the current time for any openFor API calculation. However, because some of the new output parameters depend on estimated wait time, and estimated wait time is a real-time calculation, Genesys recommends that you avoid specifying a start time when using queryImmediateOfferHours or returnWithinImmediateOfferTime.
  isWithinImmediateOfferTime	boolean	Only returned if returnWithinImmediateOffertime is set to true in the API request. Indicates whether Immediate callbacks can be offered based on the current time, the current estimated wait time, and the following settings: Immediate Offer Hours1, if configured Business Hours1, if Immediate Offer Hours1 is not configured Immediate Blackout (minutes)1, if Immediate Offer Hours1 is not configured For more information about those parameters, see Callback Settings Data Table.
  isImmediateEnabled	boolean	Only returned if checkImmediateEnabled is set to true in the API request. This parameter returns the Immediate Enabled1 value that's set for the callback virtual queue.

  ¹ You configure the parameters for the callback virtual queue in the CALLBACK_SETTINGS data table in Designer.
   (GES-3025)

• There is a new value, mode4, that you can use with the EstimatedWaitTime API mode parameter. If you select mode4, one of the following is returned for estimated wait time:

  • If at least one agent is ready, the API returns ewt=0, resultCode=0
  • If no agent is logged in, the API returns ewt=-1, resultCode=-2
  • If there are agents logged in, but none are currently ready, the API returns the same value for EWT as is calculated for mode2.

  The EstimatedWaitTime API can determine whether there are agents ready only when you have assigned the virtual queue as the Origination DN of an Agent Group. (GES-2867)

• When logged in to the Callback UI, you can now see your customer site name or Environment in front of your user name (top-right corner of the UI). (GES-2750)

April 21, 2022

What's New

• As of April 21, 2022, all new features and resolved issues in Callback version 100.0.002.2105 are now also available on AWS.

• As of April 26, 2022, all new features and resolved issues in Callback versions 100.0.002.2105 and 9.0.051.00 are now also available on Azure.

January 13, 2022

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

Security Fixes

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

November 03, 2021

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

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)

July 08, 2021

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)

May 27, 2021

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

What's New

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

Prior Releases

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