Release Notes: Genesys EMail Server Installer 5.1.643
[11/02/01]
HOT FIX FOR the EMail Server (Resubmitter)
Restricted Release
--------------------------
This hot fix corrects the following problem in the Resubmitter portion of the EMail Server:
In ICC 5.1.6, incorrect data in iCache prevents MediaLink from
getting data about the status of email drafts, which can cause the
following problems:
Outgoing email drafts that are waiting to be routed are lost when the Universal Routing Server is restarted.
Agents can transfer and reply to email drafts without saving them,which leaves a record in iCache causing a second screen pop after Resubmitter is run.
Steps to duplicate lost outgoing email drafts:
1) An agent gets an incoming email pop on the agent desktop.
2) The agent clicks Reply and opens an outgoing email.
3) The agent clicks Save to save the outgoing email as a draft.
4) The agent reopens the outgoing email draft and transfers the draft to a VRP.
5) While the draft is sitting in queue waiting to be routed, the
Universal Routing Server is restarted.
6) The draft is now lost and will not be routed to the designated VRP.
Steps to duplicate a second screen pop:
1) An agent gets an incoming email pop on the agent desktop.
2) The agent clicks Reply and opens an outgoing email.
3) The agent sends the outgoing email without saving it.
4) Resubmitter is run.
5) A second screen pop appears for the email message.
Solution:
Run the updated version of Resubmitter.exe (version 11) to recover
lost outgoing email drafts and have them resubmitted.
If Resubmitter.exe finds a lost emailOut, it now makes sure that
MediaLink has no information about the lost emailOut or its parent
before Resubmitter.exe submits
Brief Description of Resubmitter:
Resubmitter(version 11) is a utility program that resubmits the
following lost interactions:
incoming emails
outgoing QA review emails
outgoing email drafts
See text further in this release note for details on running
Resubmitter.exe.
NOTES:
1) Universal Routing Server should be restarted before
Resubmitter.exe is used to recover lost emailOut drafts. If Router
is not restarted first before running Resubmitter for emailOut drafts, then drafts already in router wil be submitted twice.
2) Lost emailOut drafts will be resubmitted to one of the following
VRPs: DraftsVRP if this VRP is found in the Email Processing section of the EmailServer app in CME
CMERouteReplyToVRP if Drafts VRP is not found in CME. This VRP
is found in the attached data of the outgoing email draft.
3) Resubmitter.exe should only be used to process lost emailOut drafts if Universal Router Server has already been started. If you have not already restarted Universal Router before you run Resubmitter.exe for emailOut drafts, the emailOut drafts already in Universal Router Server will be resubmitted.
INSTALLATION:
Shut down the Internet Contact Center Servers.
Start SetupEmServer.EXE and follow the prompts.
*********************************************************************
Copyright (c) 19972001 Genesys Telecommunications Laboratories, Inc.
All rights reserved.
Resubmitter
********************************************************************
Description:
This program resubmits lost interactions for the following three scenarios:
1) This program looks at all active emailIns and determines
if any of them need to be resubmitted to MediaLink.
2) This program also looks at all emailOuts marked for QAReview
and determines if any of them need to be resubmitted to MediaLink.
3) This program looks for lost draft emailOuts and resubmits them
to MediaLink.
**NOTE: This option should only be run after Router is restarted
(see notes below).
To run this program, run the executable "Resubmitter.exe" with
the following commandline parameters:
All checks for lost emailIn, QAReview EmailOut, Draft EmailOut
QAReview checks for lost QAReview EmailOut only
Draft checks for lost Draft EmailOut only
None if no commandline parameter is provided then Resubmitter
checks for lost emailIn, QAReview only, NOT Draft EmailOut
e.g.
"Resubmitter All"
this checks for everything
"Resubmitter"
this checks for emailIn, QAReview only
Resubmitter obtains all other required inputs from Configuration
Management Environment (CME). See the notes below.
********************************************************************
Revision History
b10.0.10 8/1/2001 HC
Added functionality for resubmitting lost outgoing email drafts.
Added commandline parameters.
b10.0.11 10/22/2001 GM
Fixed defect introduced in 10.0.10 that caused duplicate outgoing
email drafts to be submitted.
********************************************************************
NOTES:
1 Resubmitter needs to run on the Email Server machine.
2 Resubmitter requires the following key defined in the
EMail Processing section of EmailServer application in
Configuration Management Environment (CME):
ResubmitterStartDate
Note: the date has to be in the format mm/dd/yyyy
e.g. ResubmitterStartDate=01/03/2000.
3 Resubmitter only inspects emailIns and emailOuts
that are newer than the start date.
4 Resubmitter will only inspect emailIns and emailOuts that
are at least 30 minutes old.
5 If you try to run a second copy of resubmitter,
an error dialog box will appear.
6 Check GCTI trace log for resubmitter status messages.
7 To turn on Resubmitter tracing, the following flags need
to be defined in the Registry at location
\\HKEY_LOCAL_MACHINE\SOFTWARE\GCTI\Trace:
ResubmitOutput=Custom
ResubmitFileOutput=on
ResubmitDebug=off 'set this to "on" if you want more
detailed logging
8 Resubmitter needs to talk to MediaLink; it therefore needs
MediaLink's host, port, and password. Resubmitter obtains
this information from the MediaLinkPref object obtained from
the EmailServerPref object.
In Release 5.1.507.1 (Second Maintenance Release [11/22/99]),
and earlier, the EmailServerPref object doesn't have a
MediaLinkPref property, so resubmitter checks for the
following parameters in the EMail Processing section of
the EmailServer application in Configuration Management
Environment (CME):
MediaLinkHost Use the value found on the MEDIALINK
APPLICATION Server Info tab.
MediaLinkPort Use the value found on the MEDIALINK
APPLICATION Server Info tab.
MediaLinkPassword Use the password entered during
installation. If the default password
was used during MEDIALINK installation,
then the value will be "password."
9 Processing of lost QAReview emailOuts requires that "QAReviewVRP"
be defined in the EMail Processing section of EmailServer
application in CME.
If QAReviewVRP is blank or missing, Resubmitter will not process
lost QAReview and an error message will appear in the trace log.
10 Lost outgoing email drafts will be routed to one of the
following VRPs:
"DraftsVRP"
"GEMRouteReplyToVRP"
"DraftsVRP" is used if found in the EMail Processing section of
EmailServer app in CME.
"GEMRouteReplyToVRP" is used if DraftsVRP is not found or blank.
The field GEMRouteReplyToVRP is found in
the emailOut's attached data. If GEMRouteReplyToVRP is also blank,
then the lost email out draft will not be resubmitted and an error
message will appear in the trace log.
11 Processing of lost outgoing Email drafts should only be performed
after Router has been restarted.
If Router is not restarted first, outgoing email drafts already in
Router will be resubmitted.
