Teams Connector restarts in a loop when a read timeout occurs
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.
AgentHome and MiniClient - Tab Calls - Outbound Call Signalling is incorrect
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.
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.
New variable for Call Recording Filename - FTP Upload
A new variable$statisticsparta_idcontaining the ID of the StatisticsPartA record for the call has been added to the FTP upload filename variables for call recordings.
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 requires a Microsoft Azure Cognitive Services Subscription and the following parameters to be set in the Clients Parameters table:
Azure.SpeechServices.APIKeySet to the key required to access the subscription.
Azure.SpeechServices.EndPointSet to the end point to be used. For example https://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
Azure.SpeechServices.RegionSet to the region you wish to use. In most cases you can specifywesteurope
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 requires a Microsoft Azure Cognitive Services Subscription and the following parameters to be set in the Clients Parameters table:
Azure.SpeechServices.APIKeySet to the key required to access the subscription.
Azure.SpeechServices.EndPointSet to the end point to be used. For example https://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
Azure.SpeechServices.RegionSet to the region you wish to use. In most cases you can specifywesteurope
TAC-Display wrong in Mini Client on the first call of a newly created user
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.
IMAP Mail Connector - Inbox folder for a New Client must be created automatically
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.
JTELStats2 - CompressedACDB15 and CompressedACDBDay
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.
Call Transfer - Blind Transfer - incorrect AcdStatisticsPartBID used in StatisticsPartB record
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.
AcdStatisticsPartB - New Field AcdGroupEntryReasonsID
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.
Task Scheduler - When Maximum Tries is set to 0, the error process runs immediately
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.
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.
IVR Objects - Extend existing IVR Objects with Realtime TTS
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 requires a Microsoft Azure Cognitive Services Subscription and the following parameters to be set in the Clients Parameters table:
Azure.SpeechServices.APIKeySet to the key required to access the subscription.
Azure.SpeechServices.EndPointSet to the end point to be used. For examplehttps://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
Azure.SpeechServices.RegionSet to the region you wish to use. In most cases you can specifywesteurope
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.
Supervisor - Inbound Status: The popup for selecting columns in Total Media Events cannot be opened.
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.
Call recording whilst supervisor monitoring active
The call recording button was not operable visible whilst call monitoring (by the supervisor) was in progress. This problem has been fixed. 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 parameterPortal.TaskScheduler.MaxAgeDayscontrols 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.
FTP Upload Call Recordings - space in Acd group name breaks upload
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.
IVR / Workflow GUI - all Categories of objects and objects now sorted alphabetically
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.
IVR GUI - "Close" button cut off (slightly) when the popup is dynamically resized
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.