The trunk Group matching algorithm now supports partial matching on the SIP Source Server and SIP Destination Server. This is useful for TLS connections, where the port on the opposing side of the connection is not always the expected port because the remote server uses a new TLS connection for each call.

The workflow object User Search now has a parameter to search by the user’s ID.

Also, AcdStatus related Variables have been changes.

Some variables were User related and not groups related:

• <prefix>.AcdStatus.<AcdGroupsID>.AcdAgentStatusID → <prefix>.AcdStatus.AcdAgentStatusID
• <prefix>.AcdStatus.<AcdGroupsID>.bLoggedInAcd→ <prefix>.AcdStatus.bLoggedInAcd
• <prefix>.AcdStatus.<AcdGroupsID>.bPauseACD → <prefix>.AcdStatus.bPauseACD
• <prefix>.AcdStatus.<AcdGroupsID>.WavesID→ <prefix>.AcdStatus.WavesID

A new callBOT command for seamless GPT calls from the command state has been introduced.

It can be used as follows:

• Simple: /control:runRoutingApplication,callBOT → the bot will receive a /callBot message.
• Advanced: /control:runRoutingApplication,callBOT#<message with placeholders $> → the bot will receive the message after the # with the placeholders replaced from pdata.

GPT/RAGBOT now supports sending interactive buttons and images for a richer user experience.

A new feature is introduced which allows users to select the email sender in the IVR Email object. If no specific sender is selected, the system will default to the email configured in the client or sysadmin parameters.

Key Enhancements:

• Users can now define a custom email sender for the IVR Email object.
• If no sender is specified, the system automatically falls back to the default email.
• To configure a custom sender, an ACD inbox must be created with the "Non Qualifier System" option enabled.
• When configured this way, the ACD inbox will be used exclusively as the sender email for the IVR Email object.

This enhancement provides greater flexibility in managing outbound emails from IVR, ensuring better customization and control over sender addresses.

Version 4 of the portal can now embed pages from version 3 of the portal without the necessasity of logging in again. This functionality is available to beta testers of the new portal only.

The chat CSS has been updated to a new style conforming with the design of the new portal.

Some PBXs cannot detect an anonymous number correctly, and send the dial prefix along with an empty number (i.e. the telephony server receives a call from 0). For the incoming number converter “Telephone 0, 00” the behaviour has been changed, so that if only a 0 is received, it is assumed to be anonymous.

The Callback Request popup now allows agents to manually set a priority for callback requests.

The default priority remains 50, while the Low and High priority values are now dynamically defined in the ACD Group settings (offline Parameters).

Agents can select:

• High Priority – For urgent callbacks.
• Default Priority – Standard handling (50).
• Low Priority – For less urgent callbacks.

It is now possible to control the rendering of live agent services such as AI transcription, AI summary or AI suggestions. Each service has its own resource.

• portal.Acd.AgentHome.LiveAgent.AI.Transcription - render the AI Transcription section
• portal.AgentHome.LiveAgent.AI.Assistant - render the AI Assistant services like Suggestion, Summary and Sentiment.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Caller - render the caller’s sentiment.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Agent - render the agent’s sentiment.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Sugesstion - render the AI suggestion section.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Summary - render the AI Summary section.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Satisfaction - render the AI satisifaction section.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.TAC render the AI transactin code section.

A new API endpoint has been added to the REST server, to retrieve dialler results in a new aggregated form for a list of contact IDs or a list of UserData entries.

See this page for more details:

https://wiki.jtel.de/display/JPW/Dialler+REST+API+-+Dialler+Contacts+-+Extended+Retrieval

The chat server and the chatbot have been updated to integrate RAG functionality. This enables the use of a RAG knowledge base for querying LLMs such as GPT or Mistral.

Note: the preparation of the RAG database involves the integration of custom processes to integrate the data. Please contact jtel if you require the integration of RAG functionality.

Two new settings are available in the configuration:

• UnknownMapsToTelStatus
  • This defines what status should be set, when “Unknown” is received from the AMI
• UnavailableMapsToTelStatus
  • This defines what status should be set, when “Unavailable” is received from the AMI

Allowed values for both settings are:

• NotPresent (which means grey / not registered)
• Hangup (which means green / idle)
• Ringing (which means yellow / ringing)
• Up (which means red / busy )

If not configured, NotPresent is used.

In all cases, the default behaviour has been changed, so that NotPresent maps to Not Registered (grey) in the jtel portal.

A new variable $calltime has been added to the IVR engine. This contains the number of seconds since the call went offhook, or 0 if the call is not yet offhook.

A new configuration option has been added:

timestampsSourceOfTruth: systemClock

The available options are:

• systemClock
• hardwareClock

The standard value is systemClock. This changes the behaviour from the previous behaviour, which was hardwareClock.

Notes

• Some VM installations do not correctly synchrronise the hardware clock, causing timestamps to vary from the systemclock. The default behaviour was therefore changed to use the system clock, which in all installations should be setup to synchronise from an NTP server. This behaviour should be acceptable for most installations.
• In installations which require certification for billing purposes, this could cause certification problems. If this is a requirement, it is recommended to ensure that the hardware clock is synchronised to a high quality source (such as a GPS source) and use this setting instead.