Chordiant Foundation Server Release Notes

Chordiant Foundation Server

Release Notes

Version 6.7

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Document: Release Notes Software Version: 6.7 Updated: June, 2012

Contents

New Features and Enhancements...... 3 Chordiant Faces Framework – Trinidad Decoupling ...... 3 Multiple Advisor-like Web Applications ...... 3 Browser Agnostic ...... 3 EJB/JEE Timers ...... 3 Business Process Compiler ...... 4 Computer Telephony Integration (CTI) ...... 4 Client-Side Logging for NWP ...... 4 Enhanced Exception Framework ...... 5 Bulk Data Loader ...... 5 Pagination ...... 5 Installation Guides ...... 5 Tech - Stack ...... 6 Issues Fixed in CFS 6.7 ...... 7 Important Information ...... 9 Limitations ...... 10 Open Issues ...... 11 Documentation ...... 12 Location ...... 12 New Content and other Changes ...... 12

Chordiant Foundation Server Release Notes

New Features and Enhancements

This section describes the new features and enhancements in CFS 6.7. While this section gives a brief description of the new features, it is recommended to refer to the corresponding product documentation for details.

Chordiant Faces Framework – Trinidad Decoupling This feature enables you to use any JSF implementation for UI and associate it with Client Tasks of Interaction Controller (IC) processes. This has resulted in decoupling Chordiant Faces Framework with Apache MyFaces Trinidad and Apache MyFaces. Unlike previous releases, Chordiant Faces Framework no longer stores the client tasks in the pageFlowScope, which is a feature provided by Apache MyFaces Trinidad.

Multiple Advisor-like Web Applications This feature provides you the ability to configure multiple Advisor-like web modules, each of which can have its own set of CAFE bundles.

With the de-coupling of Chordiant Faces Framework and Apache MyFaces Trinidad, it is now possible to configure Advisor web application to use any other JSF implementation. In such cases, Admin Manager and FMX, which use Trinidad JSF Components, can be configured in a separate Advisor-like web application.

Browser Agnostic Chordiant Foundation Server’s thin-client applications, such as Call Center Advisor – Browser Edition depend on HTML components (HTC). These have been functional on Microsoft Internet Explorer (IE) only. The browser support is now extended to Google Chrome.

The dependency on HTC components has been removed and a standard support has been provided for using HTML 5 and JavaScript which supports all modern browsers.

At present, the browser agnostic capability will be a configurable option while the default application continues to use HTC components and work only on IE.

EJB/JEE Timers

In this release, TimerService has been modified to work with either Flux based scheduler or JEE Timer based scheduler. A migration utility has been provided to convert the existing Flux timers into JEE timers.

Note: Flux based scheduling has been deprecated in this release.

Chordiant Foundation Server Release Notes

Business Process Compiler This feature is enhanced to support compiling Service Flows into java classes and execute them as Dynamic Interaction Controller (IC) processes. Features of dynamic processes such as QRT-enabled tasks, persistence after execution of each task and failover are also available with Compiled Workflows.

Computer Telephony Integration (CTI) CTI is enhanced as described below:

 Container Management: Unlike previous releases, CTI Containers no longer reside in the JNDI; they are maintained within the JVM, thus making the JNDI lookups almost nil. Additionally, these containers can be created on demand by a simple configuration change; this helps in faster server startup and optimal usage of memory. Pooling of containers helps in faster client operations.  Middleware Connection Management: In previous releases, the number of connections to CTI Middleware was equal to number of CTI Managers. These connections can be reduced by creating just one or a pool of connections to optimally use the memory. These connections can be configured to be established either at server startup or when a call center agent logs-in. This feature is currently available only for Genesys Platform CTI Manager.  Monitoring and Administration: CFS 6.7 introduces a new tool to administer and monitor CTI Containers and Middleware Connections as part of Admin Manager desktop. With the help of this tool, it is possible to release stranded containers and delete free containers across the clustered environment. It is also possible to connect or disconnect a connection to CTI Middleware from any of the nodes.  Reconnect: Call center agents can now reconnect to the last inbound/outbound call with the introduction of the new Reconnect button on the phone control header of the agent’s desktop.  Middleware Upgrades: Support for Cisco 8.5 has been introduced in this release.

Following CTI Managers are deprecated in CFS 6.7:

 Genesys Interaction SDK  Avaya Interaction Controller

Client-Side Logging for NWP The Network Presence (NWP) Applet has been improved to output different levels of log messages on client-side. Logging is disabled by default and it can be switched on by a single configuration on server side. Logging can be configured on specific clients along with log file location and levels of logging.

Chordiant Foundation Server Release Notes

Enhanced Exception Framework

ChordiantBaseException and ChordiantRuntimeException classes have been enhanced to inspect the exception’s stack trace, determine core issue and provide an instance of ProblemContext, which can be customized easily. Information from the ProblemContext can be used at the client-side to appropriately display the error messages. The default implementation of ProblemContext provides useful information like User Name, Net Address, Thread Name, Problem Class Name, Problem Method Name and Line Number.

Chordiant Faces Framework has been enhanced to display the problem context in case of exceptions while executing an Interaction Controller (IC) processes.

Bulk Data Loader This feature helps in loading bulk data into Foundation schema. This release provides data loaders for Users, User – Role associations, User – Property associations, Prompts and Scripts. It is easy to customize for any other data types.

Pagination New samples provided in this release will help you to understand how to limit the size of ResultSet for a query to retrieve large data sets from database. Additionally, data retrieved is displayed following the approach of pagination in these samples.

Installation Guides In this release, new installation, configuration and deployment guides are introduced. These new documents are available in the documentation folder at the root of the installation CD.

 Foundation_Server_Install_Config_Deploy_Guide: Gives an overview of installation, third-party software configuration and optional configurations.  Foundation_Server_DE_Guide: Describes steps for installation of plug-ins’ and setup of workspace as Development Environment (DE).  Foundation_Server_PE_Guide: Describes steps for generation of EAR and deployment into Production Environment (PE).

Following features are separated from the CFS builds so that they can be installed separately.

 CFS – WPS Connector: You can find these plug-ins and features within the CFS CD.  CFS – PRPC Connector: The necessary documents and artifacts will henceforth be shipped as Foundation Server Feature Pack.

Chordiant Foundation Server Release Notes

Tech - Stack

This section lists the platforms, on which CFS 6.7 is certified. As Application Server is the primary point of certification, additional platforms such as WebSphere and Oracle on Solaris are also supported.

Environment Development Production

Application Server Weblogic 10.3.5 WebSphere 8.0.0.2 Weblogic 10.3.5 WebSphere (64-bit) 8.0.0.2 (64-bit)

Database Oracle 11gR2 DB2 9.7 FP 4 Oracle 11gR2 DB2 9.7 FP 4 (11.2.0.1.0) (11.2.0.1.0)

JRE 1.6.0_26 (Default 1.6.0 (Default with 1.6.0_26 (64-bit) Default with with WebLogic) WebSphere) WebSphere

JDBC Driver Type 4 Type 2 and Type 4 Type 4 Type 2 and 4

Operating System Windows 7 Solaris 10 (64-bit) AIX 6.1 (64-bit)

IDE MyEclipse 10.1 MyEclipse Blue 10.1 OR RAD 8.0.4

LDAP OpenDS.Directory Server 2.0

Browsers Microsoft Internet Explorer 9 & Google Chrome 18.0.1003.1

Ant 1.7 1.7 1.7 1.7

Web Server (for Apache HTTP IBM HTTP Server Clusters) Server 2.2.20 7 (32-bit plug- ins)

Other PubSub Server* Web 2 Feature Pack* PubSub Server* Web 2 Feature (part of WebLogic) (part of WebLogic) Pack*

Note: PubSub Server and Web 2 Feature Pack are required if you use Comet instead of NWP.

For detailed and up-to-date Tech Stack information for this release, refer the Foundation Server Tech Stack document or visit the Foundation 6.7 Tech Stack Page on Pega Mesh®.

Chordiant Foundation Server Release Notes

Issues Fixed in CFS 6.7

Following are key customer reported issues and improvements addressed in CFS 6.7.

Issue ID FSP Description

FND-7263 FSP 313 The java.lang.NumberFormatException for time zone variable

FND-7307 FSP 315 Incorrect update query, with multiple set keyword, built by LockService.lock(LockRecord data) API

FND-7359 FSP 322 Process engine does not throw error while processing incorrect xml

FND-7407 FSP 323 Issues with JSPX files when state saving method is set to Server

FND-7416 FSP 324 Update time in date columns of EBCINTERACTION table

FND-7445 FSP 327 Workflow process cache not getting cleaned for compiled workflows after workflow completion

FND-7542 FSP 331 Workflow compiling when edge expression contains booleanValue(), intValue(), longValue() or doubleValue().

FND-7560 FSP 335 Unnecessary calls to AbstractRegistryConnector.clearDeletedEntity from searchEntities API in UPS.

FND-7501 XML input is parsed twice by NWP, which might result in parsing issues.

FND-7410 FSP 326 Pre-compilation of out-of-the-box JSPs fails when running through weblogic.app program.

FND-7556 FSP 336 If there is a match in the names of IN and OUT context variables for a task, the context is added twice for the method in the generated Java file, when the workflow is compiled.

FND-7551 FSP 332 When a call is in on hold, if the call is hang up, no popup or error message appears on UI

FND-7547 The position of a minimized window remains vacant with each minimize or maximize or close operations on the same window

FND-7493 OpenTargetWindow opens blank window after 1st attempt

FND-7163 Shortcut key to remove alerts (Ctrl + Shift + R) gives "keyboardAccess component - keyboardProc Access is denied" message

FND-1744 FSP 329 LookupTableClientAgent API's does not match with LookupTableService API's

FND-7585 FSP 338 Issue when compiling a workflow with a task that uses a context variable with default values.

FND-7587 FSP 336 Error thrown while compiling a workflow with legacy tasks

FND-7618 FSP 336 Issue while compiling a workflow with a Stateful Task without having the reference class in the classpath.

FND-5120 / Few methods in SessionTopicListener are synchronized while others are not. FND-5121

FND-6608 / Generating seed value for ResourceManager on demand instead of in setup FND-6971 improves performance

FND-3978 Controlling Exception Stack Trace through Log Helper

Chordiant Foundation Server Release Notes

FND-5251 The JVM System Parameter token substitution logic of Configuration Helper does not substitute blank or empty values

FND-5413 Mouse sticky issue with MDI Windows

CCABE-2584 Call Center Phone Toolbar in Admin Manager’s Desktop

CCABE-2490 Grey page shown on cancelling the first activity out of two open activities

Chordiant Foundation Server Release Notes

Important Information

This section lists the following information critical in this release:

 It is recommended to configure Apache Ant 1.7 for both MyEclispe 10.1 and MyEclispe Blue 10.1 before proceeding to plug-in installations instead of the default 1.8.

Note: Download the ant 1.7 from the apache site.

 It is recommended to refer the Chapter-3 of Installation, Configuration & Deployment Guide for configurations required to be set.  Following error messages appear while starting the WebSphere Application Server v8.0.0.2 with Chordiant EAR deployed. As per IBM PMR 88618,756,000, these errors can be ignored as they have no effect on functionality of the application.

SLF4J: Class path contains multiple SLF4J bindings.

 If you observe the following error in WebSphere Application Server 8.0.0.2, create a custom property ConnectionIOTimeOut for the HTTP Inbound Channel with the value set to 120. com.ibm.ws.webcontainer.webapp.WebApp logServletError SRVE0293E: [Servlet Error]-[Static File wrapper]: com.ibm.wsspi.webcontainer.ClosedConnectionException: OutputStream encountered error during write  Avoid using the word new as a key in your message bundles because WebSphere 8.0.0.2 considers it as a reserve word.  Browser Agnostic feature supports only the IE9 and Chrome browsers.  It is necessary to use the signed NWPThinClient library to use the client-side logging for NWP.  In order to support multiple Advisor-like applications, few methods in CAFE and CCABE have been deprecated and are available with their alternatives. It is suggested to refer the section Deprecated API’s in Foundation Server Upgrade Guide.  It is recommended to remove the deployment and redeploy the EAR in case if you add / remove any modules.  For integrating with PRPC using Server Bridge, if your CFS environment is on WebSphere Application Server v8.0.0.2, remove the xmlbeans-2.3.0.jar from WEB- INF\lib of CFS_Webservices project.  If you have multiple Advisor-like web applications, it is recommended to have Advisor as the name of the first application and also the CAFE Web Application Context while creating the EAR file using Application Packaging Manager.

Chordiant Foundation Server Release Notes

Limitations

This section lists the limitations of this release:

 Single Socket Connection feature is implemented for Genesys Platform Middleware only.  Browser Agnostic feature  A browser agnostic version of Call Center Agent’s desktop has been provided to display only those offerings and resources, which work on IE and Chrome. Not all features of the standard Call Center Agent’s desktop work when this feature is configured. Other than this, only Admin Manager’s desktop has been tested with this feature configured.  CTI is supported only with Comet.  This release might have issues either with respect to UI or functionality of certain components. (FND-7642)  Deploying Browser Agnostic and Non Browser Agnostic Advisor web applications in a single EAR using the new feature of Multiple Advisor-like applications has not been successful. Hence it is suggested to have both of them as separate deployments.  JEE Timer has limited support for timer expressions; refer to the Business Process Developers Guide for details.

Chordiant Foundation Server Release Notes

Open Issues

This section lists the Open Issues of this release:

Issue ID Description

FND-7655 If multiple CAFE Bundle projects are present in the workspace, while creating a CAFE War project, it is required to select individually each bundle from the desired CAFE Bundle project because selection at the root level doesn’t include all the under lying bundles.

FND-7391 CTI: Stranded container cleanup is not happening with the Comet as the callback mechanism

FND-7520 Weblogic server startup in Development Environment sometimes results in logs appearing twice resulting in unsuccessful start. In such cases, stop the server, refresh Servers project and start the server again.

FND-7524 CTI Admin Tool-Inconsistency in Containers Listing through CTI AdminTool in Vertical Cluster Environment

FND-7527 CTI - Duplicate Login (same extension number) - the CTI timedout session is able to send out events successfully.

FND-7636 MultiApps-CLosing browser without logging out doesn't clean up the session.

FND-7650 & TrinidadDecoupling - Cancelling IC Recovered items from ICRecovery page or FND-7507 from ICRecovery section of Home page adds an entry in the ClientTaskMap and stays till the session ends.

FND-7428 ICWorkFlow executing twice when called from an offering inturn creating two process IDs.

FND-7246 IC Work transfer does not complete the activity, if there is any exception during transfer.

FND-7231 In interpreted mode, IC Workflows with compound nodes cannot be transferred or reassigned

FND-7269 Intermittently with AES Middleware, ANI and DNI are not refreshed after a conference

FND-7276 In MyEclipseBlue / Websphere stack, ICWebservice WAR cannot be created. Pre-built WAR files are shipped as part of Chordiant Web Application project

Chordiant Foundation Server Release Notes

Documentation

Location Documentation is available in:

 Help Contents of Help menu in your Development Environment  Documentation at the Root level of the CD  Foundation Server link on the Product Documentation page on Pega Mesh®

New Content and other Changes The following guides are newly added:

 Browser Agnostic Application Developers Guide

The following guides have been updated:

 Installation, Configuration & Deployment Guide  Installation & Configuration: DE Guide  Installation & Configuration: PE Guide  Foundation Server Developers Guide  Foundation Server Upgrade Guide  Telephony Guide  Business Process Server Developers Guide  Chordiant JSF  Foundation Server Developers Guide  CAFE Server Developers Guide

Chordiant Foundation Server Release Notes