| Key | T | Resolved | Release Notes Subject | Release Notes Content |
|---|---|---|---|---|
| CHECT-41 | 14.03.2019 | Contact Name now shown in current call and call history | The contact name is now shown in the current call and call history in agent home and the supervisor in several tables and views. | |
| CTDM-231 | 27.12.2018 | Last Agent and Not Last Agent Algorithm - performance problem on anonymous calls | In large installations, when a call was received from an anonymous caller to an ACD group configured with the last agent or not last agent algorithm, the performace of the system would be seriously impacted when the search for the last agent was performed. This problem has been fixed, last agent / not last agent is no longer searched for or applied to anonymous calls. For Versions 3.11 and later, additionally overriding the last agent using a parameter in the IVR GUI when entering the ACD can now be applied, even to anonymous calls. | |
| CSEGHORN-87 | 17.10.2018 | $UserData as Variable in Call Back and Voice-Mail Subject and Body | The variable $UserData can now be used in the texts for a call-back or voice-mail sent from the ACD (Long Texts). | |
| CCOMCAVE-64 | 12.10.2018 | IVR Connect Module - Option SIP REFER | An option to execute a SIP REFER when the destination is reached has been added to the IVR Connect module. This allows the channels to be optimised back to the PBX (route optimisation) once the call has been answered and is in the connected state. Note: this requires that the trunk to the PBX supports this functionality. | |
| CENERGIE-49 | 09.07.2018 | Call Transfer to Same Group now possible | It is now possible to transfer a call back to the same ACD group as the call was received on. This is now allowed, as use of the group search extension algorithm means that calls can be distributed to agents which are not actually a member of the group in which the call is being processed. This allows agents who are not able to deal with the call to transfer the call back to the group. | |
| JTELDEV-4858 | 27.05.2018 | IVR GUI - Language change object did not change variables $languages_id and $languages_iso_code | The IVR GUI object "language change" did not change the value of the variables $languages_id and $languages_iso_code. This problem has been fixed. | |
| CCARG-152 | 14.03.2018 | Dialling by Connector - New Parameter for External Agents | Dialling by the PBX connector can be additionally parameterised using the following system parameter: dialler.ClickToCall.UDP.MaxTelActiveLength If the active telephone number of the agent is longer than this setting, then the system will dial directly using the jtel server instead of the PBX connector. This prevents the system trying to control numbers which are definitely not in the PBX. | |
| CLDB-105 | 14.03.2018 | Telephony Server does not delete whisper files | The telephony server would not delete whisper files, after they had been used. This could cause the temp directory to contain many files over time, though a disk full situation was never observed at a customer due to the usually small files involved. This problem has been fixed. | |
| CCARG-138 | 03.03.2018 | Acd Groups Report 4 - error in total number of calls | AcdGroupsReport 4 would sum all calls over all service numbers instead of individually, when more than one service number was selected. This caused the number of offered calls to be incorrect in all further calculations, and the report to be inconsistent in some columns. This problem has been fixed. | |
| CCWMEYER-34 | 18.02.2018 | TAPI PBX Connector - Number Cleaner | Numbers which are reported by the TAPI PBX connector are now cleaned of all non-dialable characters without having to completely specify a regular expression in the configuration which performs the cleaning (which is quite tricky). | |
| COPTI-44 | 01.02.2018 | Duplicated Media-Events in Supervisor | Media-Events were incorrectly duplicated in the supervisor view Media Events and Media History - once for each group the supervisor was a member of. This problem has been fixed. | |
| JTELDEV-4823 | 28.01.2018 | Deleting a Client not Possible | It was not possible to delete a client due to data dependencies in the database. This problem has been fixed. | |
| CNFON-121 | 27.01.2018 | Agent Home - Call Recordings - unnecessary access token required | Access to agent home, call recordings required access to the token portal.Acd.AcdGroups.CallRecording (i.e. the right to configure recording in the ACD group). This has been removed. | |
| CNFON-118 | 26.01.2018 | Report Subscriptions - Error in Subscription | Some reports could be retrieved via the web interface, but not as a subscription. This problem has been fixed. | |
| CKOMP-67 | 15.01.2018 | Report Subscriptions - not possible to create subscriptions on very old users | In very old users, the dtCreated timestamp in the database was not present. This prevented them from creating report subscriptions. This problem has been fixed. | |
| CNFON-135 | 14.01.2018 | Outdial - Trunk Group Selection | The trunk group used for an outdial is now selected by the service number, if configured. If not configured, operation is as usual (client assigned trunk group, or general access trunk groups). | |
| CCOMCAVE-53 | 02.01.2018 | ACD Itemised Call Details Report - Layout and Sorting Improvements | The layout and sorting of the ACD Itemised Call Details Report has been improved. | |
| CSEGHORN-37 | 29.12.2017 | Close Dialler Contact on Inbound Call | If an incoming call is received from a contact in a dialler campaign, this can now be closed automatically when the call is connected to the inbound agent. It is possible to specify a result code which should be recorded in the dialler campaign. | |
| CNFON-110 | 29.12.2017 | Trunk Groups Outdial Parameters - P-Asserted Identity | It is now possible to specify two variants of the P-Asserted-Identity SIP Header used when making outbound calls. The first variant is used when an inbound call is routed to an agent, the second variant when an outbound call is made by an agent. | |
| CSEGHORN-72 | 29.12.2017 | Transaction Code Pager in Mini-Client | The transaction code pager in the mini client now shows up to 50 rows. | |
| CNFON-119 | 27.12.2017 | Service Dispatcher - Log Entry Added | A log entry has been added so that the SIP entity and source / destination server can be seen. This helps when configuring multiple trunk groups in an installation. | |
| CCOMCAVE-52 | 21.12.2017 | Itemised Call Statistics - Incorrect Hangup Queue | Hangup Queue could be incorrectly reported in some statistics when calls were distributed to external destinations. This problem has been fixed. | |
| COPTI-18 | 20.12.2017 | SMS answer now included in media history | Answers sent to incoming SMS are now recorded in the media history. | |
| COPTI-20 | 20.12.2017 | SMS during call - error in number formatting | Errors on SMS sending during a call could occur, if spaces were configured in the Service Number. This problem has been fixed. | |
| CGREEN-36 | 01.12.2017 | SalesForce - onClickToDial outbound API | A new API onClickToDial has been added to the SalesForce integration. If configured, when SalesForce users click on a telephone number, the jtel system queries SalesForce to determine the number which should be signalled as the calling party number, and whether the call may proceed. | |
| CGREEN-37 | 26.11.2017 | CRM URL in Media Events | The CRM URL is now also passed to media events. | |
| COPTI-12 | 23.11.2017 | SMS - any-sms receiver | An SMS receiver has been added for the any-sms SMS service provider. | |
| CGREEN-35 | 21.11.2017 | SalesForce - writeCallStatistics Interface | A new SalesForce interface has been created, which can pass statistics to SalesForce after the end of a call. The interface is documented and can be implemented, for example, as an APEX REST Service. | |
| CGREEN-34 | 19.11.2017 | SalesForce Routing Object | A new generic SalesForce routing object has been created, with a documented interface "getCallerInformation" which can be implemented as, for example, an APEX REST Service. | |
| CSEGHORN-90 | 10.11.2017 | SOAP - ServiceNumber structure includes field Name2 | The SOAP interface has been extended to include the Name2 field in the ServiceNumber structure. | |
| COPTI-6 | 10.11.2017 | Media Events - Sending by E-Mail causes the event to disappear | Events sent by E-Mail from Agent Home would disappear from the event queue. This problem has been fixed. | |
| CCARG-86 | 07.11.2017 | IVR Object Switzerland Source Routing | The IVR object for Switzerland source based routing uses the wrong output. This problem has been fixed. | |
| CCARG-102 | 05.11.2017 | Renaming of several reports | Several reports (Agent and Group Reports) have been renamed for clarity. | |
| CTDM-205 | 20.10.2017 | Voice Mail Language Settings | When an agent refused a call, then the language used for a subsequent voice-mail recording was not consistent. This problem has been fixed. | |
| CAWSH-134 | 20.10.2017 | ACD Groups Report 3 - New Column "Voice Mail Booked" | A new column has been added to ACD Groups Report 3 in which the number of actually recorded and distributed voice mails can be seen. | |
| CCARG-51 | 17.10.2017 | Call Transfer Group - Silence | Agents would only hear complete silence, when a call transfer to an ACD group was performed. This problem has been fixed. | |
| CNFON-79 | 11.10.2017 | Online Help in English shows German Text | Some texts in the online help in english were shown in German. This problem has been fixed. | |
| CCARG-75 | 10.10.2017 | Users - Edit Service Numbers | The right to edit service numbers can now be given to the "Users" role, and not only the "Admin" role. | |
| CTDM-178 | 03.10.2017 | SOAP - New functions to create / modify agent group mappings. | The following functions have been added to the SOAP interface: acdGroupAdminCreateAgentGroupMapping acdGroupAdminDeleteAgentGroupMapping acdGroupAdminSetAgentGroupSkill
| |
| CSEGHORN-74 | 24.09.2017 | Agent Login without telephone number | Agents without a configured telephone number are now forced to login using the full login popup window. This prevents the case when users are logged in without an active telephone number. | |
| CKSB-63 | 19.09.2017 | ACD Groups - Copy Group Rules | Some settings could be lost when rules were copied between ACD groups. This problem has been fixed. | |
| CSEGHORN-81 | 16.09.2017 | Dialler - Contact Export - Added fields | The fields bPhoneNumber1Invalid to bPhoneNumber6Invalid have been added to the dialler contacts export. | |
| CCOMCAVE-20 | 12.09.2017 | CRM URL from REST in Agent Home | It is now possible to use a CRM URL gained from a REST Query in Agent Home as an alternative link to the configured URL in the acd group. | |
| CSPKH-65 | 07.09.2017 | Acd Agent Report 1 - Incorrect post call times | Acd Agent Report 1 contained incorrect post call times. This problem has been fixed. | |
| JTELDEV-4778 | 07.09.2017 | Call Recording - Sometimes not started | Call recording would sometimes not be correctly started when no announcement was configured. Whilst this configuration is not strictly legal in most countries, the problem has been fixed. | |
| CSEGHORN-75 | 07.09.2017 | Extended Group Search - Agent Statistics may fail | Sometimes agent statistics were not correctly recorded when the extended group search function was used. This problem has been fixed. | |
| CWATER-8 | 03.09.2017 | Dialler Contacts - Lock Contact | It is now possible to lock a dialler contact and edit the contact data. The contact can then either be released back to the dialler, or remain locked until it is exported. | |
| CSEGHORN-73 | 31.08.2017 | Agent Home - Manual Call Back | It is now possible to specify a manual callback request from agent home or the mini client, and address this to a group rather than a group and a specific agent. | |
| CWATER-20 | 30.08.2017 | Supervisor - Custom Wallboard 1 - 3 | It is now possible to create custom wallboards for the supervisor view. Up to three customer specific layouts can be created per system. This requires the creation of JSF .XHTML pages and placement into the Data\system\web\dynamic\supervisor directory as AcdSupervisor.Custom1.xhtml to AcdSupervisor.Custom3.xhtml. | |
| JTELDEV-4770 | 25.08.2017 | Mini Client EXE - Context Menu | A feature to allow copy / paste to fields in the mini client when using the mini client EXE has been added. | |
| CGREEN-26 | 23.08.2017 | Extended Group Search - Skill Based Routing | The extended group search algorithm would not work correctly with skill based routing. This problem has been fixed. | |
| CSEGHORN-69 | 21.08.2017 | SOAP - Test Call Flag | A new flag "bTestCall" has been added to the SOAP interface. | |
| CSEGHORN-66 | 20.08.2017 | Outbound Autodialler | An Autodialler has been added to the dialler. This allows contacts which are connected to be routed to an IVR application, which in turn can route calls inbound to ACD groups, for example. The dialler can be parameterised for the number of parallel lines to be used. Master campaigns can be associated with the autodialler, which allows the system to process contacts from various sources in sub-campaigns. Caution: the use of this feature is prohibited in certain countries. For example, in Germany, only debt collection agencies may use this feature legally. | |
| JTELDEV-4765 | 19.08.2017 | Telephony Server - potential crash with UDP component | In some circumstances the UDP component could crash the telephony server. This problem has been fixed. | |
| CWATER-18 | 17.08.2017 | Dialler - Maximum Contact Tries | Sometimes contacts were not correctly closed in the campaign, when the maximum number of tries was reached. This problem has been fixed. | |
| CWATER-4 | 16.08.2017 | Mini Client - Current Status Duration | Agents can now see their current status duration in the mini client. | |
| CWATER-16 | 16.08.2017 | New Agent Counters | Agents can now see the following fields in the mini client, when activated: Number of Calls per Hour Number of Dialler Success (counts result codes) Post Call Duration Average (per call, only calls with post call) Post Call Count per Hour (total calls with post call) | |
| CGREEN-20 | 16.08.2017 | Agent Outbound Calls - List of Service Numbers | The list of service numbers presented to agents when making outbound calls is now sorted by the "Name" field, which usually contains the actual service number. | |
| CWATER-7 | 03.08.2017 | Dialler - Automatic Post Call End when Result Code Recorded | The dialler now stops automatic post call when a result code is recorded by the agent. | |
| JTELDEV-4762 | 03.08.2017 | Dialler - General Release | The dialler has been released to general availability. Features include: multiple campaigns, campaign mixing, result codes, automatic (IVR) dialler, upload and download of contacts, supervisor view, statistics and more. | |
| JTELDEV-4758 | 31.07.2017 | Dialler - Priority given to PhoneNumber6 field | If a telephone number is present in PhoneNumber6 in a dialler contact, this number will always be used to call the contact. Agents can edit this field, for example to record a number on which the called party wishes to be contacted at a later time. | |
| JTELDEV-4748 | 26.07.2017 | Telephony Server - MS-SQL Datasources | MS-SQL Datasources could cause a crash in the telephony server. This problem has been fixed. | |
| CKSB-58 | 25.07.2017 | SIP History Info - Coding of special characters | Special characters were incorrectly coded in the SIP History Information element. This problem has been fixed. | |
| JTELDEV-4744 | 23.07.2017 | SalesForce - Micro Client | A new "Micro Client" has been added which fits exactly in the SalesForce classic layout. The client supports click to dial, screen pop and agent status changes as well as ACD login / logout. | |
| JTELDEV-4740 | 23.07.2017 | No Connection Popup Styling | The styling of the "no connection" popup window has been corrected to conform with the design of the rest of the portal. | |
| CWATER-5 | 22.07.2017 | SalesForce - Dataloader | It is now possible to upload dialler campaigns and contacts nightly using the SalesForce dataloader. This feature requires customisation. | |
| JTELDEV-4730 | 17.07.2017 | Dialler Wallboard - Call Attempts | The dialler wallboard now contains the number of call attempts processed during the day and in total. | |
| CSEGHORN-59 | 16.07.2017 | Dialler Contacts - New Field dtUploaded | dtUploaded contains the date / time the contact was uploaded to the dialler. | |
| CSEGHORN-55 | 15.07.2017 | Dialler - Extra Fields in Dialler Contact | The following extra fields have been added to the dialler contacts table: Client, Service, Reference Number. | |
| CSEGHORN-54 | 13.07.2017 | UserData Field - Validation | It is now possible to implement a custom validator for the UserData field. This feature requires customisation. | |
| JTELDEV-4698 | 03.07.2017 | JBOSS Deployment | Removed jboss-el-2.0.1-GA which is possibly causing 100% CPU. | |
| CGREEN-15 | 23.06.2017 | Web Application Exception when User not member of any ACD Groups. | The web application threw an exception when the logged in user was not a member of any ACD Groups. Operation would, however, proceed as normal. This problem has been fixed. | |
| CSEGHORN-39 | 21.06.2017 | Routing - Ignore individual skills on timeout | It is now possible to specify an individual timeout per skill in the service number configuration or the ACD object in the IVR. Skills can be removed individually when this timeout expires. | |
| JTELDEV-4721 | 21.06.2017 | Transaction Codes - Catetories - Outbound Call Display Problem | Transaction code names are not displayed on outbound calls if the option "Category" is activated. This problem has been fixed. | |
| CSEGHORN-41 | 20.06.2017 | Media Events - Redistribute Seen Events on Logout | The following options have been added to the ACD Groups configuration: Redistribute Seen Voice Mails After Agent Logout Redistribute Seen Faxes After Agent Logout Redistribute Seen SMS After Agent Logout Redistribute Seen Call Backs After Agent Logout Redistribute Seen E-Mails After Agent Logout Redistribute Seen Tickets After Agent Logout The media events are redistributed as soon as the agent changes to a logged out agent status when these options are set in the ACD group. | |
| JTELDEV-4720 | 20.06.2017 | Extended Group Search - Editing | Editing the extended group search parameters would show the parameters for the previous groups edited. This problem has been fixed. | |
| CSEGHORN-52 | 20.06.2017 | SOAP - StatisticsPartAID | The StatisticsPartAID has been added to the CALL_INCOMING and CALL_OUTGOING_DESTINATION events. | |
| CSEGHORN-51 | 20.06.2017 | UserData Field Display | The UserData field is now displayed in the agent mini client, full client and in the transaction code popup. | |
| JTELDEV-4719 | 19.06.2017 | CRM URL problem with spaces and special characters | If the CRM URL was parameterised, and the parameters contained spaces or other special characters, then this was not coded correctly to be clickable. This problem has been fixed. | |
| CSEGHORN-33 | 16.06.2017 | UserData Field added to Transaction Code Popup | The UserData field has been added to the transaction code popup. This field can be added by the agent, to for example denote a customer number. The UserData is recorded in the call statistics and associated with the transaction code. | |
| CSEGHORN-38 | 15.06.2017 | UserData - can be input during call in Agent Home | It is now possible for agents to edit the UserData field during a call. This can be used, for example, to record a customer number. UserData is saved in the statistics for that call, and can be used in reporting and other areas of the system. | |
| CSEGHORN-42 | 15.06.2017 | New Distribution Algorithm "Reverse Skill-Based". | A new distribution algorithm "reverse skill based" has been added to the system. This causes agents to be sorted in the reverse order so that least skilled agents are first. This sorting also applies to additional skills, which may be applied to a call. | |
| CTDM-164 | 14.06.2017 | Incoming Call Flow - ACD - Call Recording and Rejection of Calls by Agents | When call recording was enabled, and agents rejected calls, this could result in the call being taken by the system, but no music on hold was played. This problem has been fixed. | |
| JTELDEV-4715 | 12.06.2017 | SMTP Server Settings - Client | Errors could be observed when no server was specified in the client settings, but only in the system parameters. This could result in the incorrect password and user being attempted when contacting the SMTP server. This problem has been fixed. | |
| CLDB-73 | 27.05.2017 | Reskill Call by Agent | A new feature has been added, by which agents can reskill calls before performing a call transfer. This can be done, for example, to allow transfer of calls which require high skills to less skilled groups, or to add further skills before a call is transferred. | |
| CTDM-148 | 26.05.2017 | Auto-Answer breaks Outdial to Agent and Outdial to Destination | If an agent had the auto answer function activated, this would break calls to agents and to the destination - the call would be disconnected. This problem has been fixed. | |
| CTDM-147 | 25.05.2017 | Post call time - change in calculation | The post call time calculation now ignores time spent still in a call when calculating the total post call time applicable to a particular call. | |
| CCARG-52 | 22.05.2017 | Call Transfer Group - Call Flow Error | The following scenario could cause problems when using the call transfer to group function: Agent1 receives incoming ACD call Agent1 uses call transfer to Group1 In Group1, no agents are free Agent1 tries to transfer call to Group2 The client does not respond. This problem has been fixed. | |
| CCARG-59 | 21.05.2017 | Reports Subscriptions via HTTPS - ignore certificate errors | Reports can now be retrieved via https, ignoring any certificate errors produced - usually due to self signed or incorrect certificates on the load balancer. This can also be patched manually, by changing the following system parameter: Parameter: Portal.WebServer.StatisticsServlet.Command Value: c:/cygwin/bin/curl.exe -X POST -k -d ''ReportSubscriptions_ID=$id'' $url | |
| CNFON-48 | 15.05.2017 | Race Condition on Outbound Call in Telephony Server | When outbound calls were made by the telephony server, a race condition could cause the mixing up of events, and the call flow to fail or hang. This problem has been fixed. |
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