Release 3.17

There was an error in the selection of service numbers by billing number in Service Numbers Report 5 and 6. This problem has been fixed.

It is now possible to copy a client as reseller admin. Note, this functionality is experimental and whilst we will be glad to take feedback on this feature, we will not be officially supporting this feature just yet.

The following dependencies need to be checked once the client is copied:

• Routing Applications

Note, not all data is copied. The following tables / data are currently implemented:

• Clients (main data fields and options)
• Service Number Status
• Security Groups
• Security Groups Cockpit Types assignments
• Security Groups Workflow Applications assignments
• Security Groups Workflow Object assignments
• Access Tokens (rights modifications made in Security Groups)
• Security Groups Reports assignments
• Routing Applications mappings to Client
• Agent Status (note, no mappings are copied here)
• Locations
• Holiday Lists and Entries
• Destination Numbers
• EMail Addresses
• Lists (note, no entries are copied)
• Long Texts
• Opening Times and Entries
• Cockpit Variables and Descriptors
• Prompt Types
• Prompts and Files
• IVR Statistics Markers
• Report Mappings to Client
• Users
• User Settings
• ACD Groups
• User Mappings to ACD Groups
• Routing Plans
• Routing Applications
• The active and test version of the routing application
• ACD Group Actions (note, the dependencies and results need to be checked carefully here)

It is now possible to configure two OpenCTI URLs for Users. A user can be tagged as a test OpenCTI user by editing the user, Tab ACD Options, in which case the Test OPEN CTI URL from the Client Master Data will be used. This enables migration from SalesForce Classic to Lightning on a user by user basis.

The colouring of the telephone status for the current user and for PBX users has been aligned with the colouring in the rest of the portal / supervisor. Free telephones are now shown in green instead of grey.

Ellipsis is displayed in the mini client when a telephone number is too long to display in a field. Previously, this would be displayed at the end of the number. The behaviour is now that it is displayed at the start of the number, as usually the last digits of the telephone number refer to the internal extension which can now be seen in most cases (unless it is also very long). Using a mouse-over provides the full telephone number.

Some improvements to the mini client colour scheme have been made, so that call recordings are shown in the same colour scheme as the full client.

It is now possible to view the call flow graphics in ACD group rules with a mouseover and scroll down even if they do not fit to the browser window completely at the current zoom level.

If a user was configured to a group as invivible or read only, and also the "logout not possible" button was clicked, then the display of the logged-in status and action button (login or logout) would take up two rows, causing the groups display to take up too much space. This problem has been fixed.

An error in the user status routine caused the start dialler button to be rendered sometimes, when it should not have been. This problem has been fixed.

Call notes may be recorded by agents for the current call. The call notes field is a free text field. Notes are only allowed to be recorded for a call if mandatory transaction codes are enabled for the ACD group.

Call notes are available in the following functions:

• Customer File View in Agent Home when a call is received. In order that this feature is active, automatic creation of contacts must be enabled for the system.
• When transaction codes are passed to the backend system after calls have completed, they can be passed to a REST interface which handles the data (note, this will NOT be automatically active for existing REST interfaces - they will require modification).

The layout of the mini client has been changed. The call processing area is now at the top. Buttons for call handling are only shown when a call is active. The outbound call and start dialler areas are no longer visible when a call is active. The statistics tabs have been moved below this area.

It is no longer possible to close media events from the agent home tab "Media Events". This limitation is necessary, as not all events can be closed without setting the appropriate data, for example transaction codes. Setting a transaction code requires that the event be opened

The debug dump variables IVR object does not process the prefix correctly, and instead dumps all variables. This problem has been fixed.

These buttons have been removed as they have never worked.

It was no longer possible to connect to an innovaphone PBX using http, https had to be used instead. This is usually not a problem, as the innovaphone PBX accepts https as standard too, however the problem has been fixed.

Double clicking on a tab when editing a service number could delete settings in the service number if it was saved. This problem has been fixed.

JTELStats2 is now activated at the reseller level only for specific clients. When clients are created, it is deactivated as standard. When an update is run, it is activated for clients where compressed statistics already exist.

A new setting has been added to a client account, which can be edited on the Reseller Level. This setting removes a list of resources (named by their fully qualified name, for example "portal.Chat") from the client account, and can be used to create "product" combinations.

To do this, proceed as follows:

• Create a fully featured clients security group at the reseller level, with all settings for the most featured account type.
• Configure the client to use this account.
• In the Client settings, Remove Resources list, add the resources which should be removed (i.e. NO rights should be present for this feature).

For example, to remove the ACD and Chat, add the following lines:

portal.Acd
portal.Chat

The resources should be named exactly as they appear when editing a security group.
Comments can be added to the settings by starting a line with #.
Empty lines are also allowed.

Also, when editing security groups, a new column "Rights assigned here" shows whether the actual rights (CRUDX) were modified in the security group being edited. You can filter this column, by selecting it and entering "1" in the filter.
To delete a right assigned at this level (i.e. to revert to the rights assigned at a lower level, by the reseller or system administrator), select the button "HX" to delete the resource assignment. HX stands for "Here - Delete".

When a busy series is started, due to the fact that a contact telephone number is busy, when the second attempt is made to reach the contact, the system incorrectly uses the first telephone number available, instead of the last used telephone number. This problem has been fixed.

The SalesForce Integration was incorrectly active in all clients on system when activated on one client, causing the system to always try to access JavaScript libraries from salesforce.com. This problem has been fixed.

The cockpit variables assignment function did not work correctly when coupled with a comparison. This problem has been fixed.

The autologoff columns for summing the number of auto-logoffs in an ACD group during the current day have been removed. This saves the cache in the web server from having to store many login / logout records and increases overall performance. The general feeling of most customers asked was that this feature is not required, as the current status of agents can be seen in Supervisor ... All Agents and Supervisor ... Active Agents.