Release 3.33

JTELDEV-6460

log4j-1.2.14.jar has been removed from deployment package for the web application. Note: it was never loaded by the webserver, so no potential security risk was present.

The following use-cases in the call flow have been fixed:

• Call to agent in ACD configuration / agent group combination
• The agent uses the HOLD function
• The agent then uses the Group Transfer function to transfer the call to an ACD agent group, in which no agents are logged in
• The agent then uses the TRANSFER function to transfer the call to the group anyway

In some cases, this could cause the music on hold not to be played after the last step.

When using the the routingrunner function

rest/v1.0/{clientsID}/routingrunner/run/{routingApplicationsID}

the REST API could select the incorrect server to run the application in a multi-server environment. This problem has been fixed.

In some cases, the session ID could be added to the URL by the browser. The server incorrectly included this in redirects causing an ajax exception. This problem has been fixed.

The MiniClient EXE in combination with the StatusChangeOnStartClient configuration and Login using Microsoft Entra ID (Azure Login) did not work correctly. This problem has been fixed.

A CORS problem could occur when using the Miniclient EXE in combination with an external identity provider (reproducable with Octa). The mini client no longer sends stored cookies to external URLs, such as those of the identity provider’s login service, which prevents this issue.

When you logged in with Azure, not all required components are displayed in the Supervisor and Agent Home. This problem has been fixed.

In some cases, the wrong file was sent via email for a report subscription. This problem has been fixed.

In the IVR object InputASR, a new timeout has been added - “Timeout Betweeen Words“. This timeout defines the maximum value of silence between words. The default value is 1500 ms. Once this timeout has occurred, the ASR will calculate the final result.

The wallboard URL was not accessible if the client account was setup to force Microsoft Azure login using portal.Login.Azure.Force

This problem has been fixed.

It was not possible to remove the azure login button from the login screen, even if there was no azure authority configured in the client account. This problem has been fixed.

It is now possible to configure a second FTP server so call recordings can be uploaded to a second FTP server.

This is performed by creating a second client, then adding a Client parameter FTP.CallRecordings.CopyJob.ClientsID in the first client which contains the Clients.ID of the new client.

The credentials for the new FTP server are created in the second client account, and the FTP jobs will be copied from the first client to the second client, resulting in two uploads.

A further parameter FTP.CallRecordings.CopyJob.UsersIDs can be used to constrain the users for which the job is copied. This parameter is provided as a comma separated list.

NOTE: do not put any spaces or other characters between the IDs - this will not work.

Examples:

Good: 1,2,3,4,5

BAD: 1, 2, 3, 4, 5

If a cockpit variable had a very long name, then the text would overflow out of the tile in the supervisor covering the previous slider (the one rendered above). This would prevent operation of the slider control. This problem has been fixed - the name is now truncated, the full name of the cockpit variable can be seen by moving the mouse over the shortened text.

The problem occured when creating a manual callback and using special characters like “<“ or “>” in the message - the message field was not shown.

The same issue occured when adding a comment that contained these special characters. This problem has been fixed.

After setting mandatory transaction code, ajax error messages appeared below the bottom of screen. This problem has been fixed.

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.

Two new functions “Delete left x characters” and “Delete right x characters” have been added to the IVR component “String functions“.

The operation deletes the leftmost / rightmost x characters from the string, and keeps the rest.

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.

A new feature that enables a report to be uploaded to an FTP/SFTP server has been implemented.

In the report subscription, if “Upload to FTP Server” is selected, the report will be automatically uploaded to the FTP server configured in Client Master Data.

The new report contains an additional column "Line" which contains the name of the ACD

Agents are now able to login to jtel portal with their Azure Microsoft account.

For more details, see the following link: https://wiki.jtel.de/display/JPW/Azure+Login+Configuration

The configuration is the following:

• set postcall interval for inbound calls
• do not set postcall interval for outbound calls

Make an outbound call, then the post call interval will appear in the cases when the agent is assigned as Reserve or Read Only.

This problem has been fixed!

A new calculator function has been added to the IVR / workflow GUI.

It supports the following unary operations based on integer values:

• + (var := var + parameter)
• - (var := var - parameter)
• * (var := var * parameter)
• / (var := var / parameter)
• abs (var := abs(parameter) )
• mod (var := var % parameter)
• rand (var := random(0 to parameter - 1) )

If a client was copied, and a group rule was present “Overflow To Group”, then the incorrect ID would be used for the AcdAgents group rules resulting in erroneous group overflows. This problem has been fixed.

A new variable $statisticsparta_id containing the ID of the StatisticsPartA record for the call has been added to the FTP upload filename variables for call recordings.

The legacy TTS and TTS variable objects have been removed. Please use the new Realtime TTS or Realtime TTS with Variable Engine objects instead.

A new object Input ASR has been added to the IVR.

This object works as follows:

• Play a configured prompt file or use Realtime TTS to play a prompt
• Start the ASR during the prompt if barge-in is configured, otherwise after the prompt
• Process the ASR result using an entity extractor

Currently the following extractors are available and tested for German and English:

• Any Speech (full text)
• Digits
• Money
• Yes / No

Further extractors including dates / times and extractors for other languages are currently under development.

Note: this feature requires additional liceneses, and also a Microsoft Azure Cognitive Services Subscription.

The following parameters must be set in the Clients Parameters table:

• Azure.SpeechServices.APIKey Set to the key required to access the subscription.
• Azure.SpeechServices.EndPoint Set to the end point to be used. For example https://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
• Azure.SpeechServices.Region Set to the region you wish to use. In most cases you can specify westeurope

The “Join video call“ button is no longer visible for non video calls.

A new report ACD-E-001 - ACD Events Details Report has been added. See https://wiki.jtel.de/x/FYhhB for details.

A new realtime TTS object has been added to the IVR. The functionality is exactly the same as the Voice Play object, only a TTS engine is used.

Note: this feature requires additional liceneses, and also a Microsoft Azure Cognitive Services Subscription.

The following parameters must be set in the Clients Parameters table:

• Azure.SpeechServices.APIKey Set to the key required to access the subscription.
• Azure.SpeechServices.EndPoint Set to the end point to be used. For example https://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
• Azure.SpeechServices.Region Set to the region you wish to use. In most cases you can specify westeurope

The TAC-Display was wrong in the Mini Client on the first call for a newly created user, due to an incorrect page size being used for the display of the TAC table. This problem has been fixed.

PBX users created by the Teams connectors are not updated correctly when changing the telephone number. This problem has been fixed.

The inbox folder for a new client would not always be created when a client was created then an IMAP connector was created. This problem has been fixed.

The REST Query Advanced object would encode query parameter values containing a + incorrectly. This problem has been fixed.

Partial matching support has been added to the List Functions in the IVR.

This must be activated using the new option “partial match” in the List search object.

The search is performed as follows:

• Search for a partial match at the start of the key column values with the supplied value, returning the longest match found (if any).

For example, imagine the following list entries:

And the $caller value of 498946149500.

• The returned value will be the second entry 4989 as the matched length at the start of Value1 is longest

JTELStats2 now contains two now compression routines - CompressedACDB15 and CompressedACDBDay tables are provided which compress the statistics based on an ACD Groups view of the calls. This means that for example, if a call is transferred from one group to another, it will be counted twice in the report. This type of counting is useful, for example, when using some personell planning tools which require a group / queue based view of the data for predicting the number of required agents.

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

The following fields have been removed from both CompressedA15 and CompressedADay:

GroupTransfer_OK_Time_CallStart_CallConnect_Total
GroupTransfer_OK_Time_CallStart_CallConnect_Max
GroupTransfer_OK_Time_CallConnect_CallEnd_Total
GroupTransfer_OK_Time_CallConnect_CallEnd_Max

When a call transfer from one ACD group was made by an agent to another ACD group using blind transfer - the incorrect AcdStatisticsPartBID was used in the StatisticsPartB record. This problem has been fixed.

A new field AcdGroupEntryReasonsID has been added to the ACD statistics table AcdStatisticsPartB. It can take the following values:

NULL = The call was routed directly to the acd group and this is the first acd group the call has been processed in

1 = The call was routed to the ACD group due to an agent making a call transfer from one group to another group (blind or assisted)

2 = The call was routed to the ACD group by a group rule overflowing from one group to another

3 = The call was routed to the ACD group by the IVR and this was not the first group the call was processed in (so the call was in the ACD, left to go back to the IVR and then was routed to another ACD group by the IVR)

Existing Data:

• It is not possible to reliably detect value 1 or value 3 (call transfer by an agent or IVR routing back to the ACD) in existing data. When an update to this release is performed, old data will contain the correct value NULL for direct routing to the ACD group or 2 (overflow) for all other cases.

The http Request object has been removed. Applications which use this functionality should replace the object with either REST Query or REST Query Advanced, which both provide the necessary functionality.

It should be possible to create synonyms even without announcement ID.

The DB Query Return All object could iterate over the incorrect recordset if multiple results were returned. This problem has been fixed.

It is now possible to change the maximum queue time parameter in the ACD using a group rule with the action type “Change Parameter”.

Task Scheduler - When Maximum Tries is set to 0, the error process runs immediately. Instead, at least one attempt at running the task should be attempted. This problem has been fixed.

When deleting a security group, all users in the security group are now deactivated. However, no warning message was displayed. This has been fixed.

The comment "Callback was initiated." was not added to the media event history when a call from a media event is initiated. This has been fixed.

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

A new report variant of ACD-G-002 has been produced. The report contains one table per selected ACD group instead of one table for all of the selected ACD-Groups.

The button “call” was visible in agent home for agent groups. The button is now disabled, as it is not possible to call an agent group directly, rather an associated configuration group must be called.

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.

The comment field in the MediaEvents view was cleared when taking a call. This problem has been fixed.

Making a call from a Voicemail or Callback event with option Preset does not choose the original service number. This problem has been fixed.

From release 3.33 all java services now require java 17 as a minimum.

Realtime TTS can now be used in the following IVR objects:

• Input Menu DTMF
• Input Menu DTMF ASR
• Input Menu DTMF Variable
• Input Digits DTMF
• Input Digits DTMF ASR

Note: this feature requires additional liceneses, and also a Microsoft Azure Cognitive Services Subscription.

The following parameters must be set in the Clients Parameters table:

• Azure.SpeechServices.APIKey Set to the key required to access the subscription.
• Azure.SpeechServices.EndPoint Set to the end point to be used. For example https://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
• Azure.SpeechServices.Region Set to the region you wish to use. In most cases you can specify westeurope

Changes have been made to the way the chat loads the override.css file. It is now only loaded when the iframe for the chat is loaded, and not on every rebind attempt.

In the Supervisor - Input Status view, the popup responsible for displaying the column selection is not rendered from the table of total media events. This issue has been fixed.

The call recording button was visible whilst call monitoring (by the supervisor) was in progress. The button is no longer visible in this state. Please note, it is currently not possible to allow monitoring in this state.

A new object Task Clone has been added to the Workflow / IVR GUI. This object is capable of cloning existing tasks and scheduling them at a future date based on varous parameters. The fixed parameters of the task are cloned by the object (such as whether it is a repeating task, which service number to use, etc.) and the variable parameters are specified as parameters to the object, such as the destination and json parameters.

The parameter Portal.TaskScheduler.MaxAgeDays controls the new cleaner for the task scheduler. This cleans up tasks which are in the DONE state and are older than the configured number of days. Note, that tasks which are reqired as templates for cloning should simply be set to the READY state and deactivated. Do not leave a task in DONE if it is to be used for a clone.

The Dialler CTI mode had an erroneous button display when the result code popup was displayed. This problem has been fixed.

A space in the Acd Group name would break the FTP upload of a call recording. This problem has been fixed, spaces are now URL encoded with %20 before uploading.

The object categories and the contained objects in the sidebar of the GUI (object selection) are now sorted alphabetically for the user’s selected language.

The task scheduler could hang on non-repeating tasks which were being rescheduled erroneously. This problem has been fixed.

In some IVR GUI objects, when a selection is made the size of the popup changes. This could result in the “Close” button being still visible, but slightly cut off at the bottom of the popup. This problem has been fixed.