Release 3.34

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 filter did not work in the Holiday Lists view. This problem is fixed.

In some cases the PBX users status was not updated correctly. This problem has been fixed.

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.

This problem has been fixed.

When adding a comment in a Media Event in the ACD Supervisor view, a new empty line was added in the history table instead of the comment. This problem has been fixed.

The specific algorithm is implemented for Teams use case.

When a call is made from a callback event associated with an Agent Group, the ACD group used to make the call (i.e. set the outbound telephone number) now can be selected from the call dialog – a configuration or standalone group can be selected.

No information is showed in case of a login error when the configuration is not correct. This problem has been fixed by displaying the full exeption message in the login dialog.

An error was produced in the server console when a task was scheduled and the error task was to be run. If not configured, this would result in an error in the telephony server console. Note: the rescheduling of the task would proceed as normal so there was no impact produced. This problem has been fixed.

It is now possible to add custom data to the body of a manual callback, which may come from an external system or user inputs in the IVR.

This is performed in two steps:

• Define JSON Data and add this to the call using the object “Save additional Info and Userdata” - in the JSON field. NOTE: be careful to format the JSON correctly. Updating the JSON Data attached to the call will result in variables being provided in the form: $jsonData.XYZ were XYZ is the name of the field provided in the json.
• Update the Long Text for the manual callback ”*Acd.AgentHome.Callback.Body*”, and use the JSON data variables.

For example: saving the following JSON Data to the call:

*

*

will provide the variables $jsonData.customerNumber and $jsonData.customerName which can be used in the Long Text for the callback event.

When using the the routingrunner function:

*rest/v1.0/

/routingrunner/run/

*

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

When sending a chat event to another Agent or Group, the event remains open in the first agent and he can still send messages to the client, close, hangup and do all actions. This has been fixed, the event now disappears from the first agent and the view is redirected back to the previous page.

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.

When an anonymous caller created a callback twice, the first created callback would erroneously be commented with “Caller requested another callback” when using request callback variant 1 and 3. This problem has been fixed.

The Voice Mail Transcription did not add transcription to voice mails sent directly by email (distribute via ACD was set to false). This problem has been fixed.

The Mini-Client (both executable and web) did not play a sound when an incoming chat was received. This problem has been fixed.

The event and chat icons both flash when a chat event is coming up. This problem has been fixed.

A new tab “Current Calls” has been added to Agent Home and the Mini Client.

This tab shows the current calls which are in the queue waiting in all ACD groups the agent is a member of.

Agent Home

On the left hand side of the call “card”, the following information is shown:

• A Party Number
• Start of call (time of day)
• Duration of call from call start
• Waiting time from entering the ACD queue
• The ACD Group
• The service number

The right hand side of the “card” shows the following information:

• User Data
• Additional Info

The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.AgentHome.CurrentCalls.Call

Mini Client

On the left hand side of the call “card”, the following information is shown:

• A Party Number
• Start of call (time of day) followed by the waiting time from entering the ACD queue in brackets
• The ACD Group
• The service number

The right hand side of the “card” shows the following information:

• User Data
• Additional Info

The right hand side of the “card” can be customized using AsciiDoc by defining the Clients Parameter Layout.MiniClient.CurrentCalls.Call

Call Pick-Up

Agents can “pick” the call from the queue. The requirements for the agent are:

• A telephone number is set. This can be achieved (even when logged out) by clicking on one of the telephone numbers in the header of the full client or the mini-client.
• The agent is not occupied with another call or has been determined as the next agent for another call in the queue by the distribution algorithm.

Using this function is usually better when in the status “pause” or another status, where new calls will not be routed to the agent directly by the system.

This feature allows adding custom data to the body of a Callback / Voicemail media event, which may come from an external system or user inputs in the IVR.

This is performed in two steps:

• Define JSON Data and add this to the call using the object “Save additional Info and Userdata” - in the JSON field. NOTE: be careful to format the JSON correctly. Updating the JSON Data attached to the call will result in variables being provided in the form: $jsonData.XYZ were XYZ is the name of the field provided in the json.
• Update the Long Text for the callback or voice mail, and use the JSON data variables.

For example: saving the following JSON Data to the call:

*

*

Will provide the variables $jsonData.customerNumber and $jsonData.customerName which can be used in the Long Text for the voice mail or the callback event.

Workflow Connectors and Monitor Points have been removed from the system. Use the task scheduler instead, which has greater functionality.

Traffic management policies are no longer supported by the system. This feature, typically used in older IN (Intelligent Network) systems should now be implemented using an appropriate solution in an SBC where required.

The following legacy routing objects have been completely removed:

• AcdEvent Create (Use AcdEvent Create Advanced instead)
• AcdEvent Search
• Create OTRS Ticket (Use REST Query Advanced instead which provides more options)
• Send to Group
• Status Update
• Update Remind Date and Time

These functions were never officially released. Greater functionality is already provided using existing, more powerful objects.

All Hotbutton support has been removed from Release 3.34 onwards.

Two new workflow objects have been created:

• AcdEvent Create Advanced
• SalesForce Generic Query

AcdEvent Create Advanced allows for the creation of ACD events specifying the following parameters:

• Type of event
• The ACD group to which the event should be distributed
• The Agent to which the event should be distributed (optional)
• Event sender
• Event receiver
• Subect
• CRM-URL
• User Data
• Body Data
• Skills and Timeouts

It is recommended, that the previous version of the object, AcdEvent Create, no longer be used.

See this wiki page for further details:

https://wiki.jtel.de/x/HQCcBg

SalesForce Generic Query provides a totally generic API which can be used to communicate with SalesForce endpoints.

It could be used, for example, to replace the existing SalesForce getCallerInformation queries. It can use any REST endpoint defined in the SalesForce instance, including endpoints which are not necessarily created using Apex but other methods such as flows. The following parameters can be speciffied:

• The REST Endpoint URL within the SalesForce instance
• Four generic parameters passed to the REST Endpoint
• A query parameter (multiline) passed to the REST Endpoint

The object has four outputs, which are selected depending on the return value of the REST API called:

• Found - used when the REST endpoint returns 200 OK
• Many - used when the REST endpoint returns 300 Multiple Choices
• Not Found - used when the REST endpoint returns 404 Not Found
• Error - used in all other cases

For 200 OK and 300 Multiple Choices the JSON parser is used to parse any returned and valid JSON information into variables which are provided to the workflow as variables of the form $SalesForce.xzy where xyz is the name of the actual JSON field provided.

See this wiki page for further details:

https://wiki.jtel.de/x/BoCJBg

The IVR Object Last Call Information has been expanded to include the following new option:

• Option “Include Outbound”. If this option is set, outbound calls will also be queried. If not set then only inbound calls are considered.
• Option “Agent Calls Only”. If this option is set, only successful agent calls are considered. If not set then all calls are considered.

The following new variables are now provided by the object:

• UsersName - the name of the last agent
• UsersFirstName - the first name of the last agent
• UsersEmail - the email address of the last agent
• AcdGroupsName - the name of the acd group
• AcdAgentGroupsName - the name of the acd agent group
• AcdConfigurationGroupsName - the name of the acd configuration group

The report ACD-S-002 - Service Numbers Report 2 - excel variant used the wrong template. This problem can be mitigated by deleting the file //acd-store/shared/Data/system/jasper/Statistics_ServiceNumbersReport2.xls.jrxml and is automatically fixed when an update to this version is performed.

Two issues were fixed in this ticket.

Scenario:

Incoming chat from customer distributed to an agent. The receiving agent is the only logged in agent in the group.

Use Case 1:

• Agent has the open chat event and sends it to the same ACD group

Result:

• The Agent is thrown out of the event and an Ajax Exception occurs
• He receives the chat event again

Use Case 2:

• Agent has the open chat event and a Supervisor sends the event to the group via the supervisor view

Result:

• Both the agent and the supervisor now have the chat event

Both these problems have 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.

An unnecessary reference to an unused library caused log4j version 1.4 jar to be present in the portal war file. This dependency has been removed. Please note, it is not necessary to patch existing installations, as the file was never used by the webserver.

When you login with Azure authentication, the tiles in the main view are sometimes displayed in the wrong language. This problem has been fixed.

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.

A new parameter was introduced to the the MiniClient configuration file:

• BrowserUserAgentHeader

If the value is not empty, this overrides the user agent header used by the mini client EXE browser when it makes requests. If not configured, the value used is as follows:

Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116 Safari/537.36 JTELMiniclient/2.0

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.

Chatbot - there was a problem displaying special characters received from the chatbot. This problem has been fixed.

The TTS Engine list in the IVR GUI dropdown lists was not sorted correctly. This resulted in de-AT and de-CH being at the bottom of the list, instead of above de-DE for example. This problem has been fixed.

The necessary language definitions to use de-AT (Austrian German) and de-CH (Swiss German) with both ASR and TTS have been added to the portal.

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

It is now possible to color values displayed in the tables of the ACD supervisor using flexible thresholds and coloring.

For example, if the service level drops below 60% it could be shown in red, below 80% in yellow, otherwise in green.

For more information please see this page: https://wiki.jtel.de/x/AgBrBg

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.

There was a problem with the display of special characters in the call log. This problem has been fixed.

It is now possible to customize three areas in agent home and the mini client, for the actual information displayed when a call is received.

The level of customization is high, the display of the information is based on asciidoc - a variant of a markdown language. With this highlighting and coloring is possible, tables can be displayed, and and number of individual links can be added. Even the display of graphics hosted on a separate server is possible.

Customization can either be applied globally, or on an individual ACD Group basis. Using the feature on an individual ACD group allows, for example, the greeting and group specific information or links to be displayed.

JSON data call be attached to the call in the IVR call flow, enabling much more data to be attached than previously. For example, a complete customer record with name, address and contact details, purchased products, etc. could be attached and displayed using an asciidoc template.

Changes were made to the IVR object Save additional Info and Userdata - see here for details: https://wiki.jtel.de/display/JPW/Save+addit.+Info+and+Userdata

Documentation on how the customization is performed, is available here: https://wiki.jtel.de/display/JPW/Customization+of+Agent+Home+and+Mini+Client+Displays

The language ID was set incorrectly when logging in via a cookie. This problem has been fixed.