Release 3.31

JTELDEV-6460

The Teams connector restarts in a loop when a read timeout exception occurs. This happens on installations which monitor Teams instances with a lot of Teams users resulting huge log files and sometimes stopping the connector. This problem has been fixed.

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 average values displayed in the report were calculated incorrectly, this problem has been fixed.

The cut and paste javascript code for the integration of the video server now uses the correct domain name as configured in the client master data instead of an example domain.

Voicemails and callbacks that was not generating a media event because nothing was recorded or the recording was too short were counted in the report. This has now been fixed.

The Teams presence connector was returning an error when the agent/user name is too long (More than 64 characters). This has been fixed now and the maximum length of the name is set to 256 characters.

The bean initialization/refresh algorithm is corrected.

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

The task scheduler provides the capability to run tasks at scheduled times, optionally repeating them as required.

It has the following capabilities:

• Run a telephony task on a specified date and time by making an outbound call to a destination and starting the application configured on a service number

• Run a workflow task on a specified date and time by starting a background daemon process and running a workflow (GUI) application

• Reschedule the task on completion for a time in the future

• Retry the task if it fails to start or fails to complete

• Start an error task (as a background process) if the task exceeds the maximum number of tries before it completes

More documentation on the task scheduler can be found here: https://wiki.jtel.de/x/_oRhB

The rest call for the event Ringing, configured in Acd Group Parameter is not working. This problem has been fixed.

Previously, if the group action “Call Back or Voice Mail” was used, the statistics would always count the resulting event as a callback, even if it was a voice mail. Now, once the user has made the choice by DTMF, the type of group action is changed in the statistics table to the actual type of event booked.

For the ACD Group Parameters which configure REST calls during the call flow, the following variables have been added:

$agent_email - the email address of the agent

$call_duration - the duration of the call in seconds

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

The user is not able to call dialler contacts because he is stuck in TAC status. To reproduce this problem, you need to do an outbound call from a callback event and set a TAC, then start a dialler.

The user is not able to set a result code and the popup hangs. This problem has been fixed.

The presence connector throws exception when PBX Users are duplicated. This problem has been fixed.

The IVR object Run Script is ending the call when the desired script triggers errors. This has been fixed and the IVR object has now an error output.

A space in the agent name or surname would break the FTP upload. This problem has been fixed, spaces are now URL encoded with %20 before uploading.

ACD-Transaction-Codes-Report 3 - ACD-TAC-003 - there were missing spaces between the TAC counters in the TAC warning when the maximum number of TACs was exceeded, and also between the date output in the header. This problem has been fixed.

The incoming event blinking circle was moving when scrolling. This has been fixed.

The field “Overwrite CRM-Url with CRM-Url from IVR” is displayed in Standalone, Configuration AND Agent groups, while it should only be displayed in standalone and configuration groups. 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.

The persistent busy and persistent no answer displays are no longer applied to outbound calls.

For outbound calls, the calls tab in Agent Home now displays the outbound text corresponding to the CONNRES for outbound calls, and not the group end reason. The agent end reason is left empty for outbound calls.

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

The outbound calling server selection algorithm now uses random ordering when more than one server is configured in the parameter dialler.8Servers.IPs.

The google maps page in the ACD Supervisor Groups Detail view no longer worked because the Google API being used was depricated. This problem has been fixed.

Pressing the "Release" button in the "Dialler - Contacts (All)" table results in a NULL pointer exception. This problem has been fixed.

After receiving a logged out or logged in event from the Starface Connector, the PBXUsers table is now updated too. The column TelStatusID is set as follows

• -1 (unregistered) when a logged out event is received
• 0 (free) when a logged in event is received

The chat and video java script has been modified to not overwrite the window.onload function but instead use window.addEventListener("load", …

This prevents some hard to find errors when the script is embedded in another website.

The task scheduler provides the capability to run tasks at scheduled times, optionally repeating them as required.

It has the following capabililties:

• Run a telephony task on a specified date and time by making an outbound call to a destination and starting the application configured on a service number
• Run a workflow task on a specified date and time by starting a background daemon process and running a workflow (GUI) application
• Reschedule the task on completion for a time in the future
• Retry the task if it fails to start or fails to complete
• Start an error task (as a background process) if the task exceeds the maximum number of tries before it completes

More documentation on the task scheduler can be found here: https://wiki.jtel.de/x/_oRhB

Atlassian updated their API tokens to be longer. Now the configuration accepts tokens of up to 256 characters in length.

This report is based on ACD-G-003 but contains three additional columns:

• All Calls (total inbound plus outbound calls)
• Voicemail Calls (calls which resulted in a voicemail being left)
• Callback Calls (calls which resulted in a callback request being left)

See this page for details: https://wiki.jtel.de/x/1wApAg

When the supervisor grid is loaded, it now:

• Checks the user settings for a current grid layout. If this is present, then the grid is loaded as usual.
• If the user settings contain no parameters for a grid, then the client parameters for grid 1. If present, these paramaters are applied to the user settings and grid 1 is displayed.
• If there are no client parameters then the standard layout for grid 1 is saved to both the client parameters and the user parameters.

If the user changes to a new grid layout using one of the buttons “Grid 1” … “Grid 3”, the procedure is as follows:

• The client parameters are checked for settings for the relevant grid. If present, these parameters are loaded to the user settings and the grid is displayed.
• If not present, then the default settings for the relevant grid are loaded and saved to both the client parameters and user parameters.

The parameters required to define each grid are documented here: https://wiki.jtel.de/x/5gAF

The client parameters are additionaly configured using the number of the grid to be configured. Here is an example of the required client parameters for grid 2:

A counter for the total number of open acd events has been added to the mini-client and to agent home. This feature is enabled using the resource Acd.AgentHome.MiniDashboard.AllGroups.OpenMediaEvents. A new table has been added to the supervisor for the total number media events which contains the following columns (the resources which control the visibility of these columns in the supervisor are shown in brackets):

• Total Media Events Distributed (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Distributed)
• Total Media Events Done (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Done)
• Total Media Events Error (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Error)
• Total Media Events New at Agent (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.DistributedNewAgent)
• Total Media Events Seen at Agent (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.SeenAgent)
• Oldest Media Event (over all events) (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Oldest)

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.

A new IVR object Create Callback (Variable) has been added, which allows the specification of a variable ACD Group (for example $acd_groups_id) when creating the callback.

In AcdGroups - Rules tab, copying rules with Conditional Rule Activation and Delayed Rule activation does not work correctly. This problem has been fixed.

An additional parameter in the configuration file - UseWindowsPipes - has been introduced, to make the use of the command line dial functionality in a terminal server environment work:

AcdMiniClient.exe --dial <number>

Setting this parameter to True makes the mini client create a windows pipe which is used to communicate between the instances of the application when a second instance is started using the command line. The default setting is True so no reconfiguration is required for older config files.

A new announcement Prompt "Callback already booked" has been added to the ACD group parameters (on the Queue Tab). If an existing and not yet closed callback event existts for the current caller and ACD Group (Standalone or the combination ACD Configuration and Agent Groups) then this announcement is played. The modifications to the call flow are documented here: https://wiki.jtel.de/x/DoFhB

A new group action type “Change Waiting Announcements” has been implemented, which can be used at the checkpoint “In Queue” with a corresponding delay. In the parameters for the new group action 5 announcements can be specified. At the point in time the action is executed, the previously configured Prompt 1 …. Prompt 5 in the Music on Hold Loop are replaced and the queue music loop will restart with the new configuration.

If the user closed the chat dialog, the chat session was sometimes redistributed to another agent. This problem has been fixed.

In the Mini Client version 3.19 clicking on an Agent Status Change caused the application to close. This problem has been fixed.

The ID of lists is now visible in portal when editing a list, on the “List” tab. This is helpful when using IVR functions which require a dynamic list ID.

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

This feature adds a check for existing callbacks before they are manually created. If a callback already exists, agents receive a warning text informing them that a callback event already exists for the caller and ACD group selection made. Agents can then

• Create the callback event anyway
• Add a comment to all existing callbacks via a new “Comment” button.

To enable this feature, set the Duplicate manual callback event prevention parameter under AcdGroups - Offline parameters to true (checked / on).

If an agent was running several clients, for example the micro client embedded in Salesforce and the mini client using the mini-client .EXE, then changing the outbound group in one session would not affect the selection of the outbound group in other sessions. Now, the data is synchronised between the sessions. Please note, that the synchronisation period may be up to 10 seconds, depending on what the agent refresh timeout is set to.

The JasperReports engine in the portal has been updated to Version 6.20.

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.

A new parameter has been added to the User’s configuration in the portal - Max ACD Events per Agent. This limits the total number of ACD events (of any type) a user can receive.

The FTP daemon would throw errors if it tried to upload a file which had not yet been copied to the data directory. The root cause of the problem was a race when the call is disconnected. If the recording file had not yet been closed it could not be copied. Now, a 2 second pause is made at the end of the call if the file cannot be copied to give the recording job a chance to close the file.

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.

In the Mini Client Version 3.18 clicking on the CRM-URL did not result in the browser opening. 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 following variables have been added to the IVR:

• $ringing - if the call ever was or is currently ringing (inbound and outbound)
• $outbound_res - the result of making an outbound (planned) call
• $offhook - if the call ever was or is currently offhook (inbound and outbound)

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

The list functions objects have been extended by two new equivalent objects which accept a variable as the list ID. The functionality is otherwise unchanged.

When parameterising a service number, the selection of 4 lists is now possible, which are passed to the variables $lists1_id, $lists2_id, $lists3_id and $lists4_id.

The variables $date and $time were not updated correctly when executing some objects. Now the date and time are updated once immediately before object execution is started.

A new variable $outbound has been added. This contains 0, if the call is an inbound IVR call, 1 if the call is an outbound IVR call.

A new report variant ACD-A-002-02 - ACD Agent Calls Report 2 - 02 has been introduced. This variant also contains outbound calls, and an additional column “Type” which either contains “Inbound” or “Outbound”.

Call recordings can now be restricted to being visible only to client administrators at any number of times during the day, by specifying the following client parameters:

CallRecordings.RestrictToAdmins.Time.1 ← specify the first time, for example 08:00

CallRecordings.RestrictToAdmins.Time.2 ← specify the second time, for example 14:00

CallRecordings.RestrictToAdmins.Time.3 ← specify the third time, for example 20:00

Any number of times can be specified - just keep increasing the numbers.

Shortly after the specified time, existing call recordings which are visible to users in the view Messaging … Call Recordings will become invisible to any user level accounts and will only be visible to administrators from this point in time onwards.

The confluence API has a standard limit of 25 results. This limit can be now changed by adding a new line to the query: limit=value, where the value is the number of required results.