Release 3.29

JTELDEV-6460

In AgentHome and the MiniClient - when using the “Call” function, the outbound calling party number signalling was incorrect if the Name of the service number contained digits - these were added to the end of the calling party number. This problem has been fixed.

The ACD-Transaction-Codes-Report 2 was missing the group (s) name (s) when executed with the XLS format. This has been fixed.

New variables are defined to include the agent's name, the agent's first name and the agent's number in the name of the outgoing call recording file.

These variables are: $agent_name, $agent_firstname and $agent_number.

An encoding problem is found when using the jRest to execute routing application. This problem has been fixed.

This report indicates which transaction code was set for which billing number (which is related to a service number). It contains fields showing the service number, the service number name and the number of transaction codes set.

See https://wiki.jtel.de/x/UYRhB for details.

This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen.

See https://wiki.jtel.de/x/uoBhAg for more details.

The enquiry time and corresponding data was always set to null in all reports and statistics data. This problem has now been fixed.

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.

The report Service Numbers Report 5 does not count calls correctly when a billing number is used in more than one service number. This problem has been fixed.

The IVR Object ACD-Group Information counted agents that had a mapping "Read Only" and "Read Only (invisible)" as available agents. This type of mapping does not allow agents to answer calls. Therefore, they should not be counted as available agents. This problem has been fixed.

Block dialling is now enforced for all incoming calls. Overlap dialling has essentially become obsolete for VoIP installations and this change should not affect customers using VoIP.

A critical bug which caused post call time not to be updated when an agent logs out has been fixed. This problem was introduced in 3.29, we recommend you contact jtel to implement a patch to your system if you are affected by this problem. Note: past statistics cannot be repaired.

A new report variant of ACD-001 has been implemented - ACD-001-02, which includes the following new colums: Serviced, Serviced % and Hangup %. See here for more details: https://wiki.jtel.de/x/1wIpAg

When using the REST API ClientsID/routingApplications/run/ID to run a routing application, it is now possible to pass the following parameters in the POST data.

{
   "CALLER":"491234567890",
   "CALLED":"499876543210"
}

If present, these will be used as the caller ID and called ID numbers, and recorded to the table JTELLog.CallLog. This enables the REST call to be found in the Call Log window. Note, the call log analyser will not show REST calls, only real calls are shown here.

Supervisor - Grid Layout 1, has been modified to be based on Grid Layout 2, but without the “All Agents” area. The size of the “Current Agents” and “Active Calls” areas have been increased.

The outgoing caller number Translator would prefix a plus to numbers which were less than the internal number length, even though this would not result in an E.164 number. This problem has been fixed.

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.

NOTE: This feature has been deprecated by a new option implemented in Release 3.30, which allows for specification of this option per ACD group.

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 help button has been added to the mini client for fast access to the wiki pages.

The menu prompt “press 1 to be called back, press 2 to leave us a message” is now repeated twice, before automatically proceeding to option 2 - record voice mail - if the caller does not press a DTMF key.

The SMS receiver for Lox24 has been updated to the newest API (the notification endpoint API). All previous APIs have been depricated as this was causing incompatibilities.

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.

When using the ACD Agent Home Calls tab, filtering the call list via the call start date / time caused performance problems on some systems. This problem has been fixed.

The Lightning searchAndScreenPop function now populates default value for the Phone field. This means, that if creating a new Lead or Contact is selected as the default action in the Softphone Layout when no records are found, that the telephone number of the caller will be pre-populated in the new Contact or Lead form.

If a media event was opened and closed without clicking the "Close" button, the event history table was not updated correctly. This problem has been fixed.

The MySQL connector use in the IMAP mail connector was updated for new MySQL versions from 3.30 onwards. It now uses the utf8mb3 character set for connections.

A new API has been added to the salesforce integration which can be called when voice mail events are created in the ACD. The documentation for this API can be found here: https://wiki.jtel.de/display/JPW/createVoiceMail . Note, that to download the voice mail attachment, the user must be logged into the jtel portal within salesforce using the mini or micro client as usual. Users without a jtel login will not be able to download the attachments.

Unlike Callbacks events, Voicemail events from which the caller is a dialler contact, does not contain the dialler data. This has been fixed.

Media Events created manually are not displayed in Dossier tab under Agent Home. This has been fixed.

While acd group numbers needs to have 3 digits during acd group creation or copy, in edit it was possible to set less than 3 digit (with leading zeros). This has been fixed.

The REST server was handling variables of type datetime with an incorrect format. This problem has been fixed and these variables are now formatted as timestamps.

The algorithm has been improved to function even when the GUI is no longer active, i.e. the user has closed the browser.

The Supervisor and Agent Security groups are wrong and missing access rights when creating a new client and choosing in the options to automatically create the security groups. This has been fixed.

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

The daemon AcdEvents cleaner sometimes hangs due to the large number of events. This problem has now been fixed.

In Agent Home - Media History, an exception is thrown when filtering by Type, Status and Acd Group.
This issue has been fixed and you can now filter by specifying the TypesID and StatusID for the Type and Status filter.

The SMS receiver field is now editable even in the call-popup. It is thus possible to set an alternative number as the recipient of the SMS.

Service number name is now displayed in parentheses in the service number column in the Calls Tab in Agent Home.

If the global "remove all skills" after timeout was used in combination with "remove skill X" after timeout, then this could cause unexpected behaviour in the distribution. The call might be distributed to an agent with no skills only once before the second timeout was executed. This problem has been fixed.

The bug scenario is the following:

• An agent Agent1 under Group1 with mandatory transaction codes TAC1 receives a call.
• The agent try to transfer the call to another group: Group2 with transaction codes TAC2.
• No agent from Group2 get the call and Agent1 retrieves the call.
• In the end of the call, Agent1 will receive TAC2 while he should received TAC1.

This has 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.

Two new agent report variants ACD-A-001-2 (derived from ACD-A-001) and ACD-A-008-2 (derived from ACD-A-008) have been produced. Both of these include a new field, a.ID which contains the StatisticsPartA.ID for the call. The old variations of the report are still available.

See https://wiki.jtel.de/x/-wEpAg and https://wiki.jtel.de/x/AgApAg for details.

Because of the client based licensing of the jtel Cloud TTS system, editing and changing TTS announcements at the sysadmin and reseller has been disabled.

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 size of the number translation parameters in Trunk Groups has been increased for compatibility with the Innovaphone Cloud PBX which requires some handling of outgoing INVITE messages in conjunction with the registration of the domain of the client’s PBX. It is possible to route to a proxy server (i.e. the actual DNS name of the PBX) which may not correspond to the domain name being used by the PBX.

The query for this report has been optimised and the report is now produced much more quickly.

All relevant number converters and routines used in conjunction with trunk groups have been extended to allow for number parameters which are up to 128 characters in length.

The mini client now remembers the previous docked state when it is started.

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

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

A new object has been added to the IVR to initiate a connection to a voice bot. The object connects the call to the voice-bot by SIP, which will initiate the dialog. During the dialog, the REST API can be used to communicate back with the jtel system. This can be used to:

• Query the jtel System by running any routing application. This enables queries and interactions to all backend systems to be made which have been integrated with the jtel system. Also the jtel System can be queried whether any agents are available to handle a particular topic.
• Terminate the voice-bot connection and provide the result back to the jtel system. The result could be “DONE” providing a URL to the conversation history, or requesting a transfer to an agent to be made.

The button is now disabled before the call is accepted.

The short and abbreviation representation of Agent Status could not be cleared. This problem has been fixed.

The chat connector does not flag logged in agents as unavailable when the available agents have the “Max Chats per Agent” parameter equal to 0. This problem has been fixed.

In the portal holiday lists, the help link referenced the wrong wiki page. The problem has been resolved.

When selecting the display order, some fields in the transaction code were incorrectly cleared. This problem has been fixed.

For the mail connectors, the method of error hanlling has been changed. E-Mails which can't be processed are moved to the Error folder and processing now continues.

The parameter "Portal.PhoneNumbers.Internal.Length" was not used in this dialog, causing the display of numbers shorter than this setting to use the international dropdown part of the phone number entry field. This problem has been fixed.

Introdueced the additional URL for swagger http://host:8091/rest/v1.0/docs/.

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

The following functions have been added to the REST API:

Calls

Retrieve the currently active calls in a client account.

Make an outbound call for a user.

Answer a call (only supported if the PBX connector supports this functionality).

Disconnect an outbound call leg in the IVR, passing a REST result back to the system with the reason for disconnect which can be used in the routing application.

Hangup a call at an agent.

Put a call at an agent on hold.

Retrieve a held call at an agent.

Agent Status

Retrieve all available agent status for a client account.

Set an agent status for a user (which can also be used to login / logout an agent also specifying the telephone number).

Languages

Retrieve all available portal languages.

Network IVR Lists

Retrieve the Network IVR Lists from a client account.

Retrieve the entries from a network IVR list from a client account.

Add an entry to a network IVR list.

Update an entry in a network IVR list.

Delete an entry from a network IVR list.

Service Numbers

Retrieve all service numbers from a client account.

Added a method to retrieve all calls currently active in the client account.

Added a method to retrieve all routing applications from the client account.

The log file location for the mini client has been changed to:

${specialfolder:folder=UserProfile}/AppData/Local/Temp/jtel/mc.log

where ${specialfolder:folder=UserProfile} denotes the user profile directory.

The session handling in a terminal server environment has been improved.

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 agent status dropdown menu was too narrow, if the current status was very short (only a few characters long). This problem has been fixed.

The Hazelcast cluster was upgraded to version 3.12.12

The possibility to integrate a chatbot with the jtel sysadmin has been added. The chatbot uses the RASA framework to help automate chats for a domain which is specified using the configuration files. Interactions with backend systems from the chatbot are developed using the jtel routing GUI, which enables all existing backend integrations to be used. The chatbot can hand-off the chat session to an agent if it is not able to answer the user’s questions. All chat sessions with the bot are available for review via a special agent account for the chatbot.

If the send button was pressed twice (quickly), two responses would be sent from the extended email client. This problem has been fixed.

Old ACD events are now deleted in any state - not ony in Done(99) or Error(100), according to the deletion parameters set at the system level.

A new checkpoint "Queue whilst waiting" has been added to the ACD.

This checkpoint is executed initially when the caller is placed in the queue, and is checked regularly thereafter. The point in time to which rules apply can be delayed by specifying "delayed rule activation".

Currently, the only type of rule which can be configured, is “Change Parameter”. The use case is to increase the priority of calls in the queue after a certain amount of time has elapsed, for example to increase the priority of low priority calls so that they are eventually distributed, after the caller has been waiting for a certain amount of time.

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

A new client side chat release has been made including the following features / improvements:

• Better UX
• Buttons integration: This feature is mainly used with the chatbot, now it is possible to direct conversations with users by using buttons for relevant choices.
• Recording integration: users can record and send a voice message.

A correction has been made to the message delivery mechanism, which could sometimes cause a chat message to be lost.

The extended group search algorithm could throw an error "division by 0" if no agents were logged into the extended group, and the minimum free percentage of agents was set to 0. 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.

The E-Mail connectors now check the correct write access rights to the file system and will throw an error if started without write access.

When supervisors open media events via the "Supervisor -> Media Events -> Open" function, events are no longer moved to the status "seen".

The Mini-Client EXE can now change status automatically using the settings in the configuration file even if the status is not flagged as "settable by agent".

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.

The REST API has been extended with a function allowing to run a workflow application and retrieve a result. A new IVR object "Routing Result" has been created for this purpose, which returns a JSON structure to the jrest Server, which in turn returns this to the caller.

A swagger GUI is now available directly integrated in the jrest server. The URL can be called like this:

https://acd-lb/rest/v1.0/docs/

The REST API now supports new functions to retrieve cockpit variables and set their values. The API functions are documented in the WIKI in the “Cockpit Variables REST API” section.

The chat server now supports running multiple instances in parallel.