We have enhanced the dialler's contact preview functionality by introducing two new buttons:

• Dial Now: Stops the contact preview and initiates a call to the contact immediately, allowing agents to proceed without waiting. This button could be rendered or not by enabling the following Resource: “Acd.AgentHome.Dialler.CallProcessing.SkipDiallerPreviewAndDialNow“
• Skip: Ends the contact preview without calling the contact and prompts the agent to set a result code for the skipped contact. This button could be rendered or not by enabling the following Resource: “Acd.AgentHome.Dialler.CallProcessing.SkipDiallerPreviewAndSetResult”. Once skip button is clicked, you can undo the skip using the new button “Cancel Skip” in the result code.

The following fields have been added to the PBX Users Table:

• Department
• Extra Data

The visibility of the fields is controlled using the resources:

• portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.Department
• portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.ExtraData

The field Extra Data can use new lines in the data, for formatting the field’s content over several lines.

The data filter in Agent Home, Agent Home Braille and the Mini Client can be setup to use a full text filter over the following fields:

• Name
• DialTel (the telephone number)
• UserInfo1
• Email
• Department
• ExtraData

This is set using the resource:

• portal.Acd.AgentHome.CallProcessing.CallTransfer.PbxUser.FullTextFilter

Note, by standard, this resource is set to “prohibit inheritance” and so it will not be active, even after an update. If you wish this functionality to be available on your system then you will need to setup this resource. If it is not set, the behaviour is as previously.

If set, the filter behaves slightly differently to previously:

• There is no wildcard character
• Every word typed in the filter will be searched for (partial search) using AND
• Only the start of words is considered. This is due to restrictions on the full text indexing capability of the database engine.

IMPORTANT NOTE:

• The database engine will as standard, only index the first three characters in each word
• To change this behaviour, the configuration file for the database engine must be changed to add: innodb_ft_min_token_size = 1 (on all instances including the slaves)
• The database engine must then be restarted
• When the parameter is enabled, it is necessary to re-create the full text index PBXUsers_FT_IX1 This can be performed using the commands (on a master database):

  CALL JTELWeb.Utils_DropIndex( 'JTELWeb', 'PBXUsers', 'PBXUsers_FT_IX1' );
  CALL JTELWeb.Utils_CreateFulltextIndex( 'JTELWeb', 'PBXUsers', 'PBXUsers_FT_IX1', 'ClientsTextID, Name, DialTel, UserInfo1, Email, Department, ExtraData' );

• This behaviour can be enabled by your jtel partner, or the jtel service team

It is now possible to create LLM based bots using the Web UI for the chat connector.

A new tab “LLM” has been added. This contains the following settings:

The chat connector will then communicate with the LLM connector to execute the required functionality.

Exactly what kind of conversation is had - depends totally on how you instruct the LLM in your prompt.

The innovaphone connector can now be deployed on Linux using .NET Core.

When retrieving the contact history for a contact using the REST API, the contact history was not explicitly sorted. Whilst the database engine appears to retrieve the records in physical order (i.e. the order in which they were created) this behaviour is not documented and therefore not guaranteed. An ORDER BY clause has been added to ensure the contact history is in the same order as it was created.

The report ACD-E-001 has been extended. The following additional columns are provided:

• Comments - any comments entered by the agent or system are shown
• Distribute Time - the time spent in a distribution state (enter system or distribution state)
• New Time - the time spent at an agent in the status “New”
• Seen time - the time spent at an agent in the status “Seen”
• Calls time - the time spent by agents on phone calls, whilst the event is in the “New” or “Seen” status
• Waiting Time New - the net time the event was waiting in the “New” status. This is calculated as: New Time - Calls time
• Handling Time - the net time the event was waiting in the “Seen” status. This is calculated as: Seen Time - Calls time
• Transaction Codes - a comma separated list of transaction codes recorded in each state

Below each event, the sums of these columns are calculated.

At the bottom of the report the summary includes the total, minimum, average and maximum values of the new columns (except for transaction codes) and the total number of events in the report.

See this page for more details: https://wiki.jtel.de/display/JPW/ACD-E-001+-+ACD+Events+Details+Report

It is now possible to access variables using indexes in workflow / IVR applications. This is achieved using an index variable.

NOTE: THIS FEATURE IS ONLY AVAILABLE WHEN USING THE NEW TELEPHONY SERVER.

Consider the following data, which could be returned from a REST API call:

{
  "records": [
    {
      "name" : "record1"
    },
    {
      "name" : "record2"
    }
    {
      "name" : "record3"
    }
  ]
}

When the workflow engine parses the above data, the following variables will be created:

$records.0.name = record1
$records.1.name = record2
$records.2.name = record3
$records.count = 3

Note the new count variable, which is added whenever a JSON Array is parsed.

Now it is possible to use an index variable to access the individual records.

Declare a variable $index and set it to 0.

Consider the following expression:

$records.$index.name

Previously, the result of parsing this expression would have been:

$records.0.name

Now, if the variable parser replaces a part of an expression, it will attempt to parse the result again. This will result in the above result being parsed again, which produces the output:

record1

A new variable cockpit_result has been added, which contains the result of the last cockpit variable function. This is set to 0 at the start of the call. After every cockpit variable operation, it is set to 1 if the operation was successful, and 0 if not.

This can, for example, be used to limit the number of parallel calls within an application. The cockpit variable should be a counter, and the logic to increase the counter can be implemented with compare and increment. The increment is only performed, if the value is below a defined maximum value. The counter should then be decremented at the end of the call, if the value of the cockpit_result variable is 1 → which means the counter was successfully incremented during the call.

When a duplicated Callback is created, it was just creating a new comment saying A further callback request was made by the caller.

Now, it also prepends the new Message to the existing one.

In the Service Numbers Report ACD-S-007, the service level seconds are now selectable from 0 to 120 instead of the stepped ranges which were previously used.

The following columns have been added to the report:

• Login Calls Time
• Login Calls Count
• Login Calls Max
• Login Calls Average
• Ready Time

A new option has been added which influences the calculation of “Ready Time” - Ready time includes ring time.

If set, the calculation is as follows:

• Ready Time = ( LoginCallsTime - CallTime - PostCallTime )

If not set, the calculation is as follows:

• Ready Time = ( LoginCallsTime - CallTime - RingTime - PostCallTime )

See here for more details: https://wiki.jtel.de/display/JPW/ACD-A-003+-+ACD+Agent+Performance+Report

If the template for the email body starts with <!DOCTYPE html> the body format is considered to be html, and the email format is set accordingly.

In dialler contact preview , the contact number to be called is not displayed. This problem has been fixed and the contact number will be displayed in Agent Home - Call Details.

The following use cases have been fixed:

• Only two agents are logged in. Agent 1 received the chat and logged off, the chat was distributed to the free Agent 2. If this agent also logged off, but meanwhle Agent 1 had logged back in, the chat was no longer distributed to Agent 1 again.
• Two agents are logged in. The chat was being offered to Agent 1 or was currently being worked on by Agent 1. Agent 1 logged out. The chat was not redistributed to Agent 2 immediately.

When using the miniclient and clicking on the Group tab, a null pointer exception was sometimes produced. This problem has been fixed.

In Agent Home and the Mini Client, the CRM link was not clickable if it used a non standard scheme other than http or https. This problem has been fixed.

From release 3.39, the following method *#

* is available to the Asciidoc functions library to display the CRM Link correctly when customising the layout.

Prior to release 3.39 a workaround is specifying the link as follows in the layout:

#{(not empty acdUserStatusBean.CRMLink) ? 'link:'.concat(acdUserStatusBean.CRMLink).concat('[').concat(acdmessages['AcdAgent.CRMLink']).concat(',window=_blank]') : ''}

When the web server is restarted, old caches were not deleted. This could lead to statistical errors in the Supervisor if the cache had become inconsistent because it should have been updated whilst the web server was stopped. This problem has been fixed.

When an existing callback event is automatically commented by the system, because the caller requests a callback once more, the event was erroneously redistributed by the system. Now, the callback event will remain in the same state when the comment is made.

If no mailboxes were previously configured, then it was not possible to create the first new mailbox. This problem has been fixed.

Changing to spanish was no longer possible via the portal front end. This problem has been fixed.

The problem can be reproduced by performing a complete group transfer to a group in which no agent is connected. As soon as the call is in the queue, we connect an agent and answer the call. If the original and the target group have different TACs and the transfer type is ‘Transfer with query options’, the transferred agent receives a TAC popup with incorrect content. This problem has now been fixed.

The Dialler Result Code popup was too small to show all the content when used in Mini Client. A scrollbar has been added to the popup which allows the display of the full content, in particular when an appointment is being set.

The request callback 3 group action did not count the number of repeats correctly if no number was entered. This problem has been fixed.

The calculation for the service level gauge did not respect both servicelevel calculation methods. This problem has been fixed.

The ForeignSystemID is now set to UserData when a dialler campaign is cloned. This helps identifying the campaign later.

The ACD-G-004 Report was showing wrong percentage values for the Total, Average, Maximum and Minimum in the following columns:

• In Service
• Not In Service
• Hangup <=
• Hangup >

This has been fixed.

In the manual dialler, when a dialler contact is edited and saved or the save is cancelled, the wrong tab is displayed subsequently. This problem has been fixed.