Release 3.21

When an email has been responded to, the response email is also displayed in the agent client when the event is viewed again.

IVR statistics markers have been extended to incorporate the following functionality:

IVR statistics markers can be assigned a type. Simple corresponds to the existing IVR statistic marker functionality - i.e. a counter which is incremented when the IVR statistics marker object is traversed during a call flow.

Yes / No markers tag a marker as corresponding to the answer to a "Yes/No" question.

Rating markers tag a marker as corresponding to a rating, from 0 to 9.

Statistics markers can also be configured with an associated voice prompt.

New IVR objects have been added, and the functionality of the object Set Statistics Marker has been extended.

Set Statistics Marker: a rating can be specified. This is recorded with the date / time and marker in the statistics. For a simple marker, no rating needs to be specified. For yes / no markers, specify 1 for yes or 0 for no. For rating markers specify a value from 0 to 9.

Set Statistics Marker Variable: the same functionality as Set Statistics Marker is provided, but the object accepts a variable Statistics Marker ID, which for example could be configured in the service number parameters.

Query Statistics Marker: this object enables querying of a particular statistics marker. A variable prefix is supplied, and the following output variables are supplied (assuming the prefix is $marker):

$marker.Type: the type of marker. IVRStatisticsMarkers.Type0 = a simple marker. IVRStatisticsMarkers.Type1 = a yes / no marker. IVRStatisticsMarkers.Type2 = a rating (0-9) marker.
$marker.WavesID: the ID of the associated voice prompt. This can be used in the object Play Voice Variable, for example.
$marker.Name: the name of the marker.
$marker.ID: the ID of the marker.

Query Statistics Marker Variable: provides the same functionality as Query Statistics Marker, but requires the ID of the marker as an input parameter.

Using the above implemented features, a customer satisfaction module has been created, which allows for the simple configuration of customer satisfaction surveys. This module includes a special report which evaulates the yes / no and rating questions providing minimum / maximum and average values.

Please contact your jtel partner for further details on how to license this module.

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.

The incoming number converter E.164 with plus would not correctly set the number type on conversion. This caused the IVR variables $countrycode and other number related variables for the calling party number to be incorrect. This problem has been fixed.

A connector for Microsoft Teams is available. The connector imports the teams status of users from the office 365 cloud, and displays this information in various views in the system including the agent views and pbx user views in agent home and the supervisor. The user's own teams status is displayed in the header in the portal.

Further features are planned which will enable call and event distribution to be dependent on the status of users in teams.

The REST interface now supports the creation of callback and ticket events. See https://wiki.jtel.de/display/JPW/REST for further details.

A new set of APIs has been added to the REST interface to retrieve ACD groups. 3 functions are provided:

BaseURL/ClientsID/acd/groups - retrieves a list of all ACD groups in the client account.
BaseURL/ClientsID/acd/groups/group/ID - retrieves a specific ACD group by ID
BaseURL/ClientsID/acd/groups/group?name=Name - retrieves a list of ACD groups using the Name as a match.

Note, the last function may return more than one record, as a partial match is used.

A new set of APIs has been added to the REST interface to retrieve users. 3 functions are provided:

BaseURL/ClientsID/users - retrieves a list of all users in the client account.
BaseURL/ClientsID/users/user/ID - retrieves a specific user
BaseURL/ClientsID/users/user?uid=UID - retrieves a list of users using the UID as a match.

Note, the last function may return more than one record, as a partial match is used on the UID.

A query parameter has been added to the function GET BaseURL/ClientsID/dialler/contacts allowing the specification of the dialler campaign ID from which to retrieve the contacts list.

The autoincrement ID could overflow in the JTELStats2.Compressed* tables, meaning that no more values could be inserted in the tables, in particular CompressedU15 was affected by this. The autoincrement ID field has been changed to a BIGINT to fix this problem.

The minimum length of a user password can now be set using the system parameter Portal.Users.Password.MinLength. Note: existing passwords are not affected by changing this parameter. Only new password changes via the web interface are covered.

When a customer opens the chat window when agents are logged in, and sends a message after in the mean time all agents have logged out, no response is received, and the chat is not distributed. This situation persists even if agents subsequently log in to the system. If the customer refreshes the browser, a further error situation is produced.

This problem has been fixed.

The chat server scripts loaded a font from google. This behaviour has been changed so that the font is internal to the system.

In the chat and whatsapp connectors, it is now possible to export chat sessions as a PDF file by REST to a backend system.

The jtel Portal now supports specifying an LDAPS Server for Agent Logins.

For LDAPS, the URL to the LDAPS or AD Server must be specified as follows: ldaps://ldapserver.example.com:636
Also, the LDAP user names configured must be changed to use the newer username format, particularly when using active directory. For example, for the user JTEL\TestUser (Old NetBios Login Name), the new user name format would be TestUser@jtel.local.

When a report is executed, it is now executed in the background. An icon is added to the notifications area in the upper left part of the application to show that the report is processing in the background. When it is ready to download, the icon changes to a blinking colour. The icon is clicked again to download the report.