Genesys Cloud - Divisions added to conversation records

Last week we implemented viewing Division names in the Genesys Cloud Conversation records, and viewing the Division in the drill down at the session level for users where the purpose is Agent.

In the drill down to session level, you will now find the Division associated with the queue (where the purpose is ACD), if there is one assigned.

Open

Microsoft Teams Call Records - local tenant

We now use the Friendly Name of the Microsoft Teams Cloud Service for the Local Tenant ( as entered into VSM) instead of the Customer name. This gives better visibility to customers who have multiple Teams Cloud Services.

Open

Service Partner Bug fixes

In R228 we made some change that were required before we could fix specific bugs related to the Service Partner feature. We have now made the following fixes.

Business Partners can now:

• Create a Change Calendar window for customers they are a Service Partner to.

• Run and schedule Business Partner level reports for customers they are a Service Partner to.

  • Note that when scheduling, these reports currently only show in "All scheduled reports" and not "My scheduled reports". We working on fixing this bug.

Bug Fixes

SIP Response Summary dashlet was not loading. This has now been fixed. Note that if TraceSM is run on Avaya Session Manager, it disables the output of SIP traces to an external destination, until it is manually re-enabled.

Business Partner Summary dashlet would not display a customer if they had zero unresolved alarms. Now, selected customers are visible on the dashlet even if they have zero unresolved alarms.

On the Alarm Summary dashlet the alarms sometimes showed a different time-stamp from that in the Alarms grid, for some users. Both places now use the Time Zone set on the users Logon.

The 'UDP: too many conversions' Alarm was displaying its description as a generic default alarm. It is now correctly showing its description 'Digit conversion counter exceeded' in the manage alarms grid, dashlet and report.

AES Service link was not collecting all data. This has now been fixed.

The 'Memory Used' calculation has been updated so that OS  Memory thresholds are notified correctly. (MemoryTotal-MemoryAvailable) as 'Memory Used' / Memory Total * 100

VSM NEC Connector app now has a new command line parameter to suppress listening on port 8000.