Release 3.28

JTELDEV-6460

The report ACD-TAC-001-02 has a problem with the layout in XLS format. Each record line is followed by a blank line. This problem has been fixed.

This issue affected release 3.29 from October 2022 onwards. The postcall interval was incorrectly calculated when the agent switched to manual postcall status during a running automatic postcall, the manual postcall interval was no longer added to the automatic post call interval. This problem has been fixed.

A new report ACD-TAC-001-02 - ACD Transaction Codes Report - 02 has been introduced. This report changes the way call duration is calculated. The call duration is now the difference between the connection and the end of the call or once the agent transfer the call. The new report has three additional columns:

• Agent Call Start: the time at which the call starts ringing.
• Agent Call Connect: the time at which the agent answers the call.
• Agent Call End: the time at which the call was disconnected or transferred.

Before an automatic callback is created, it is checked whether the callback has already been created with the same sender number and the same Acd group. This check prevents a duplicate automatic callback from being created.

The title on follow on pages in ACD-S-001 has been corrected.

A memory leak in an exit handler in some routines has been fixed to drop drop some temporary tables. This helps prevent excessive memory usage in the MySQL server.

No error was produced when authorization failed against the confluence server REST API. This problem has been fixed.

The following options were invisible in the ACD Group configuration, because they were anchored to the wrong resource.

• Email Supervisor on Overflow
• Email Supervisor on Auto Logout

This problem has been fixed.

The portal contact matching algorithm could incorrectly report the wrong contact when the calling party number was suppressed by the caller. This problem has been fixed.

It was possible to read web server files outside the data directory with a very complicated GET request. This security leak was fixed.

The daemon AcdEvents cleaner sometimes hangs when a large number of events is present in the system. This problem has now been fixed.

The problem occurred when the SWYXv2 connector sends NotRegistered Status, in that case the “Agents Free” tile in wallboard count that as a free agent which is not the case. This has been fixed.

When Using the Italy PBX converter “Italy PBX - remove outside line prefix 0, remove 00 (international) or 0 (national), other numbers are mobile” in the trunk group, some incoming calls could not be made with a busy result and outbound calls have also an issue so the remote fiels containing normally the destination number is unknown. This bug has been fixed.

The CRM link now supports unknown protocols, such as myprotocol:…

This problem was observed when using links starting with navision:…

This problem has been fixed by recompiling with the newest MySQL drivers.

If a cockpit variable was changed via the supervisor or using the REST API, then the counters were not reset. This problem has been fixed.

Unlike the full client, in mini client, the TAC ordering is not the same during the call (TAC Name order) and after the call (Display order). This has been fixed.

The Hazelcast cluster was upgraded to version 3.12.12

The FTP upload daemon no longer creates an email entry for the mail spool if an email address is not sent. This saves a lot of error messages on the server which is processing the outgoing email spool.

In ACD-G-002 the end period values were incorrectly calculated. This problem has been fixed.

In ACD-G-002 and some other reports, the granularity could be incorrect for 1, 5 and 15 minute periods. This problem has been fixed.

During an update, the system default agent status names would be overriten. This behaviour has been changed so the names are no longer overwritten.

When using an invalid user specific caller number in an outbound call, no error is displayed and the call does not proceed. This problem has been fixed to display an error message.

If an agent has an agent status where Distribute during call equals false, it could receive a new chat event during a call. This problem has been fixed.

Running an update on any system would break the creating import / export schemes function. This problem has been fixed.

An outbound call was unsuccessful in some cases because no outboud trunk group was found, even if the client had an outboud trunk group configured. This problem has been fixed.

When a variable is used for the recipient in the email IVR object, a warning is issued without affecting the functionality of the object. This problem has been fixed.

In ACD voicemail events, if a download of a file which was not available was attempted, a new browser tab would without downloading anything. Now, the download button is only provided if a file is available.

Under Users, all categories could be edited even if the portal.UserData.Categories.Settings.U resource was not set. This issue has been fixed.

For voicemail events, the voicemail recording was not attached when a user forwarded the event to an external mail address. This problem has been fixed.

Due to the deprication of some installation parameters by Microsoft, the Exchange Connector could not be installed as a service. The connector has been updated to mitigate this problem.

Minimzing a portal window which contains a chat session could cause layout problems and the chat to disappear. This problem has been fixed.

Due to the deprication of some installation parameters by Microsoft, the IMAP Connector could not be installed as a service. The connector has been updated to mitigate this problem.

The sorting of agents in these views has been enhanced by including a case insensitive secondary sort on the Agent Name.

A new wildfly package is available. See https://wiki.jtel.de/display/JPW/Update+wildfly+Server for the installation procedure. This updates the used libraries to a later version.

Cockpit Variables can now can be changed by supervisors in supervisor view. The visibility of the cockpit variables is defined by the “visible in cockpit” flag. Read only variables cannot be changed. For non read-only values, a slider is shown below the cockpit variable, which can be used to change the value between it’s minimum and maximum values. The colour of the tile, when the variable is at it’s minimum and maximum value can be specified. The system then tries to “average” the colour of the tile between the two values suppled depending on the actual value. If no colour values are supplied, the tile is grey.

To mitigate CVE-2021-45105, CVE-2021-45046 and CVE-2021-44228, log4j2 has been updated to 2.17.x in all jtel services

The overrideCSS parameter can be used to add css to the chat window DOM.

For example:

		JTEL.initChat({
			Hash: hash,
			BaseWSURI: baseWSURI,
			pdata: { name: 'mustername', email: 'muster@muster.com', id: '2345' },
			chat: {
				dialog: { width: '400px', height: '600px' },
				button: {
					borderRadius: "5px",
					img: "images/chat_open.svg",
					imgClose: "images/close.svg",
					bottom: "16px",
					right: "16px",
					size: "48px",
					visible: true
				},
				overrideCSS: 'https://myserver.com/chatServer/overrides.css'
			}
		});

When saving an IVR GOTO Object with an empty language, the behaviour was correct - i.e. the language was not overwritten and the execution was correct, however when next editing the application, when the object was opened and closed again, the empty setting was overwritten by the currently set language in the portal. This problem has been fixed.

When no file name was specified for the FTP call recordings upload, then the upload would fail. This problem has been fixed. Please note, it is a better idea to specify a file name anyway, as the uploaded file will reference the internal ID of the recording on the jtel system otherwise, which contains no information on the recording, involved customer or agent and acd group anyway.

An unnecessary dependency to log4j2 was removed from the platform UDP listener. Although this jar file was never loaded (so the platform UDP listener was never affected by the zero day issue), it caused security scan software to react as the file was present in the deployment directory.

The global variable $caller_priority was not assigned correctly when set in a routing application, for example from the ACD object. This problem has been fixed.

When switching from one Status to another one in “Acd Agent Status”, The Content of the Tab “Skill Adjustment” will not be updated automatically, and the old skill adjustment(s) were shown. This has been fixed.

When a fixed adjustment was made to an agent skill due to a status change associated with a particular ACD group, the changed skill value was not displayed in the ACD Supervisor - Group Details - Active Agents page. This problem has been fixed.

The logic behind creating Contacts in AcdEvents was not fit for Chat and Whatsapp events, it was creating contacts all the time since the condition behind the check “if the contact exists” was wrong. This issue has been fixed.

Even after deactivating users, they were still visible in Agent, Teams and Categories Tabs under Agent Home - Call Handling and in Acd Supervisor All and Active Agents tabs. This problem has now been fixed - these tabs only show active users.

When exiting a service number edit page via the back button in the browser, and then editing another service number, the second service number would adopt the first service number parameters. These would then result in the settings being overwritten on save. This problem has been fixed.

The number set when choosing the “User Defined” option to set the caller number for outbound calls was not used. This problem has been fixed.

New more modern flat icons have been incorporated in the IVR. Care has been taken to ensure that these resemble the old icons as closely as possible.

Sending the report manually was not possible if the subscription was deactivated.
It is now possible, to send a report, no matter what the status of the subscription is.

When editing agent and configuration groups, the setting “Resend Unseen Media Events After :“ under Offline Parameters:

• was laid out badly when editing an Agent Group, this problem has been fixed
• the setting is not required in Configuration Groups, the setting has been removed

When Teams Rules were activated by an agent when no rules were defined, calls would not be distributed to the agent.

This problem has been fixed.

When copying an AcdGroup without checking the box “Copy Transaction Codes“, the settings of transaction code under Offline Parameters were still copied. This problem has been fixed .

A bad trunk selection was made when a trunk was configured at sysadmin level for a client, which did not include all available telephony machines. This problem has been fixed. Please note, that the probability of this scenario being configured in a live deployment is extremely low, as this type of asymmetric configuration does not make sense.

The Teams presence connector can now write the status of other PBX connectors to teams. Currently supported are:

• Innovaphone Presence Connector
• NFON Presence Connector

The synchronisation with teams is done depending on the telephone number in active directory. For this reason, it is best if the PBX connector reports fully qualified E.164 numbers. However, this is not always possible, and setting the monitoring prefix may be necessary in the PBX connector.

Once matched, state changes reported by the PBX presence connector will be written to Microsoft Teams.

Please note that:

• The status will be persisted for 1 hour (maximum) or until the next status change
• Status set in Teams by a user manually always take precedence over the status reported by any other application. Therefore if a user sets himself to available (even if actually busy) then they will be shown as free.

The chatserver now binds to IPv4 by default. This caused problems in some hybrid networks where both protocols were active.

An internal bug could cause a stack overflow in the webserver when using the extended email client if a reply was opened several times. This problem has been fixed.

Confluence templates are now available for SMS messages. The relevant template can be loaded using a drop down list in the SMS send dialog. The source of the templates (confluence tags) is defined in the client master data.

When an announcement is associated with a transaction code, and this is played during an active call, this status is now displayed to the agent in agent home and the mini client.

When an incoming call is made, the search for a contact was only performed on the first telephone number field. This has been extended to include all telephone numbers. For ACD Events, a possible problem has been fixed when an ACD Event is created which could result in no contact being created.

Dialler Contacts - some fields could not be cleared when saving the contact. The fields affected were: Fax Number, E-Mail and Website.

When contacts are reserved in the manual dialler, not all contacts are always reserved. Contacts which have a follow up agent are not reserved. The view of the dialler contacts is not refreshed after editing from the dialler. These problems have been fixed.