Two new objects have been added to the IVR:

• Live Agent Opt-In
• Live Agent Opt-Out

These allow active opt-in and opt-out to / from the live agent within the IVR call flow. If an opt-out is performed, then the live agent will be deactivated, no matter what the settings in the ACD group are.

See the following wiki pages for details:

• https://wiki.jtel.de/x/SgA8CQ
• https://wiki.jtel.de/x/NwA8CQ

The following variables have been added to the variables which can be used in REST calls made during the ACD call flow:

• $userdata
• $userdata2
• $userdata3
• $addinfo

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

It is now possible to upload specific report subscriptions to a second FTP server. To enable this feature, follow these steps:

1. Enable the Resource:
   Activate the resource portal.Statistics.ReportSubscriptions.bUploadToSecondFTP.
2. Configure Client Parameter:
   Add the client parameter FTP.ReportsUpload.CopyJob.ClientsID. This parameter should contain the ClientsID under which the second FTP server is configured.
3. Select the Option in Report Subscription:
   When creating or editing a report subscription, check the option Upload To Second FTP Server to enable uploads to the additional FTP server.

This enhancement allows greater flexibility in managing report distribution across multiple FTP servers.

A new variant of the report IVR-002, IVR-002-02 has been added, which contains data providing the net promoter score.

The following columns have been added:

• Detractors (0-6)
  • Count
  • Percentage
• Passives (7-8)
  • Count
  • Percentage
• Promoters (9-10)
  • Count
  • Percentage
• NPS
  • Promoters Percentage - Detractors Percentage

By default, the Summary bot uses the configuration file located at /acd-store/shared/Data/config/acd-summary-bot/restserver.cfg.
With this update, you can now override the default configuration by specifying parameters directly in the client master data.

If you want to use a custom summary bot configuration, add the following parameters:

AIParams.LiveAgent.SummaryBot.LLM.APIKey         # API key for the LLM provider
AIParams.LiveAgent.SummaryBot.LLM.Provider       # LLM provider (currently only 'Mistral, openai, deepseek' are supported)
AIParams.LiveAgent.SummaryBot.LLM.Model          # Model name (e.g., 'mistral-large-latest', 'gpt-4-turbo')
AIParams.LiveAgent.SummaryBot.LLM.Temperature    # Temperature setting for the LLM

If you want to use an external summarizer endpoint, add the following parameters:

AIParams.LiveAgent.SummaryBot.ExternalSummarizer.Url         # URL of the external summarizer
AIParams.LiveAgent.SummaryBot.ExternalSummarizer.Temperature # Temperature setting for the external summarizer

This enhancement allows for flexible, client-specific AI configuration without modifying the default config file.
Simply add the desired parameters to the client master data to customize the Summary Bot’s behavior for each client.

A new aria-label has been added to help users identify which table a filter belongs to. For example, if you are viewing the Agent table, the filter will include an aria-label such as "Filter Agent Tab" to clearly indicate its association.

The innovaphone connector can now be configured to use either digest or basic authentication when connecting to the SOAP interface of the PBX.

This is controlled by the setting:

<add key="pbxAuthMethod" value="basic" />

OR

<add key="pbxAuthMethod" value="digest" />

in the configuration file JTELInnovaphonePBXConnectorV11.dll.
If not specified, basic is used for backwards compatibility.

A 3 party conference function has been added to Agent Home and the mini client.

When assisted transfer is enabled, the agent can start a 3 party conference once the second agent joining the call has been reached. The caller will be removed from “hold” and will join both of the agents or the external destination in a conference. The agent can “Unconference” the call at which point the caller will be put on hold, and the two agents will again be speaking alone. Further operations, such as “retrieve” which remove the second agent, and “transfer” which transfers the call completely are unaffected. Statistically the call is recorded as a consultation call, until it is ended, or an actual call transfer is made.

The reports ACD-G-011 - ACD Groups Report 6 and ACD-G-011-02 - ACD Groups Report 6 - 02 (Active and Inactive) have been enhanced with new period options:

• Today with Opening Times
• Yesterday with Opening Times
• Current Week with Opening Times
• Last Week with Opening Times
• Current Month with Opening Times
• Last Month with Opening Times
• From/To with Opening Times

These additions allow you to generate reports that consider Opening Times for more precise analysis.

Two new parameters have been added to the ACD group configuration to enhance call transfer functionality:

1. Override signaling with agent telephone number for external transfer
   When enabled, the agent’s telephone number will be used as the caller ID for calls transferred externally, ensuring the recipient sees the transferring agent’s number.
2. Override signaling with agent telephone number for internal transfer
   When enabled, the agent’s telephone number will be used as the caller ID for calls transferred internally.

These options provide greater flexibility and transparency during call transfers, allowing the recipient to identify the transferring agent directly, both for internal and external calls.

The Teams connector has been enhanced to extract additional user metadata from Microsoft Graph API.

• The Department field is now retrieved and stored in the PBX Users table.
• Other relevant user attributes (such as givenName, surname, jobTitle, officeLocation, city, state, country, streetAddress, postalCode, companyName, mobilePhone, createdDateTime, employeeId, accountEnabled, and preferredLanguage) are also retrieved and provided as a JSON object.

This extension enables richer presence information for Teams users and provides more detailed metadata for future integrations and reporting.

A new resource, portal.Acd.AgentHome.CurrentCallBraille, has been added to enhance accessibility in the Braille Agent Home. This resource allows administrators to control whether the "Current Call" table is displayed or hidden for users who rely on braille interfaces.

RAGBot now supports OpenAI, DeepSeek, and Mistral models.

In the Chat Connector → LLM tab, specify the desired model and provide the corresponding API key.

This update adds more flexibility and control over chatbot behavior.

It is now possible to configure personalized keyboard shortcuts for ACD agent status to make status changes effortless.
Simply, add a parameter in User Settings named AccessKeys.AcdAgent.Status.<ID> }}(replace {{<ID> with the ID of the desired agent status), and assign it a single letter of your choice. Once configured, simply press Alt + [your chosen letter] to instantly switch to that status.

A major upgrade to Ragbot, making it more powerful and user-friendly across the board. Here’s what’s new:

• One unified Ragbot service — handles all languages and use cases in one place
• New portal tab — easily upload, download, or delete documents for each chatbot connector
• Instant feedback — see live vectorization progress directly in the chat popup
• Improved performance — faster processing with better reliability under the hood
• Smarter document handling — only changed files are reprocessed to save time
• Simpler management — trigger vectorization on demand with a single click

This update makes Ragbot more scalable, maintainable, and seamless to use — giving you better results with less effort.

Previously, the data manipulation log was not designed to be used at the client level of the system. It was only possible to see your own changes, if you had logged in directly to that user account. The behaviour has been changed to the following:

• System administrators see all changes to the system (no change).
• Reseller administrators see all changes to their reseller account, and to any client accounts associated with their reseller account. This includes impersonations made to any account within their view scope.
• Client administrators see all changes to within their client account. This includes changes made by all users in the client account and impersonations made to any user account within their view scope.
• Users see only changes which were made by their user account, however this now includes all impersonations made to their user account.

In this feature, we have enhanced the "Current Call" panel by upgrading it to a fully semantic ARIA grid. This includes the use of role="grid", role="row", and role="gridcell", along with appropriate aria-rowindex/aria-colindex and aria-rowcount/aria-colcount attributes. These improvements enable screen readers and braille devices to facilitating easier navigation within the table using arrow keys. Furthermore, the Teams tab is now accessible in the Agent Home Braille interface, featuring a newly introduced AccessKey. This AccessKey can be configured in User Master Data - Settings. For more details, please refer to the Braille Agent Home - jtel Portal WIKI - jtel Public WIKI.

In this release, we've enhanced the JTELStats.DiallerContactsHistory table by adding two new timestamps: dtDiallerPreviewStart and dtDiallerPreviewEnd. These timestamps help track when a contact is loaded for preview and when an agent either skips or initiates a call. From these timestamps, we derive several key metrics:

1. Preview Time: Calculated as dtDiallerPreviewEnd – dtDiallerPreviewStart, this metric shows the duration a contact is in preview mode.
2. Call Duration: Measured as dtCallEnd – dtCallStart, it indicates the length of each call.
3. Result-Code Latency (No Calls): Defined as dtCreated – dtDiallerPreviewEnd, this measures the time taken to assign a result code when no call is made.
4. Result-Code Latency (With Call): Calculated as dtCreated – dtCallEnd, it reflects the latency in result-code assignment after a call.

These enhancements provide comprehensive, end-to-end visibility into each step of the preview, dialing, and result-code assignment workflow, enabling more efficient monitoring and analysis.

Run Script now includes a trim to trim whitespace from the results returned from the script. This makes it easier to use the results in some scenarios.

Added a new variable, $input_unrecog_words, to capture and store any words the ASR word-spotting engine fails to recognize.

Two new functions have been added to the PBX Users data table:

• Delete all
• Delete Foreign System

The function “Delete all” completely deletes all PBX Users.

The function “Delete Foreign System” deletes only PBX Users, which have been imported via a PBX connector.

In both cases, if a PBX connector or presence connector is being operated, the PBX users will be re-imported by the connector as soon as it is either:

• Restarted
• Or periodically re-reads the complete users list from the connected system