In addition to the exciting new features in the Fall 2009 release, the following changes will be made to the system that may have an impact on your applications:

1. New GUIDs

There will be a new GUID format for calls and outbound requests. The current GUID is an 8-digit numeric sequence. The new GUID will be a 12-digit numeric sequence.

If you have an application that stores the call GUID or outbound GUID in a database, please check to ensure that the character limit will support 12 characters.

If you are using CallGUID to produce something like a confirmation number and 12 digits might be a bit too long, use the substring operation on the Logic Page to shorten the number to the desired length.

2. Variable Data in Reports

There is no limit on the number of variable values displayed on a call details record (.xls download or web) in the Call Analyzer and the VCC Queue Activity reports. For the upcoming release, we initially proposed to limit the number of variables saved in those reports to 30 site variables. We have received feedback from internal and external users that this would make troubleshooting large applications exceedingly difficult. As a result, we will be saving all variable values. However, those values will be available the day after the call was placed. To debug a new application, we suggest using a Data Page for logging variable data.

3. IVR Only and Transfer Only Call Recording Options

In order to produce only one call recording file per call, we have changed the behavior of how calls will be recorded for the ‘IVR portion only’ and ‘Transfer to agent only’ options.

If recording IVR only, the system will start recording at the beginning of the call and will stop once a call is transferred. If the caller is redirected back into the IVR after the transfer, the system will not record that portion of the call.

If recording the transfer only portion, the system will start recording after the transfer and stop once the call is completed. If the caller is redirected back into the IVR after the transfer, the system will continue recording that portion of the call.

4. Other Notable Changes

4.1 Timestamps in VCC reports and missed call emails will reflect the account time zone setting. Currently, all reports are displayed in EST.

4.2 Call Analyzer call details in XLS download will be displayed in one column per variable. Currently, all data is displayed in one cell (under column “Variable”).

4.3 The SLNM metric in the VCC Report “Queue Stats” will change to reflect the Service Level metric. Currently, the value only takes into account calls with Wait and No Wait outcomes.

4.4 CallGUID will be removed from Call Details on the Supervisor Monitor. You will still be able to display the CallGUID by adding as a “Call Information” item from the Call Queue Page.

4.5 The Site Numbers for all voice sites created after the release will be 12 digits. Existing sites will keep the same site numbers.