TrunkGroups new option P-Asserted-Identity overrides Caller
A new optonP-Asserted-Identity overrides Callerhas been added to the trunk groups settings. When set, if the P-Asserted-Identity header is received on an incoming call in the INVITE, it overrides the Caller Number if it is different. If not set, the behaviour is as previously, the Caller Number will be extracted from the SIP From.
ACD Groups Report 6 - ACD-G-011-02 variant and Acd Agent Report - ACD-A-005-02 variant
Two new reports have been provided based on the existing reports ACD-G-011 and ACD-A-005.
ACD Groups Report 6 - 02 (ACD-G-011-02) This report provides a selection of ACD Agent Status which should be considered as “Active”. All other status are considered inactive. The report variant aggregates the agent status instead of displaying individual columns for each status. The status selected as “active” are aggregated to the “Active” column, all other status are aggregated to the “Inactive” column.
ACD Agent Report - 02 (ACD-A-005-02) This report also provides a selection of ACD Agent Status and aggregates in the same way as the group report.
REST Query Advanced - Variable Prefix Result and Variable Prefix Content parsing
In the workflow object REST Query Advanced - the Variable Prefix Result and Variable Prefix Content are now parsed before they are used. This allows for indexing of the results, for example when processing in a loop, or processing a specific record where the index can be used as part of the name of the variables.
Incoming Number Converter Telephone 0,00 - fixup for PBXs which cannot detect anonymous
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.
A new variable$calltimehas 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.
TrunkGroups new option P-Asserted-Identity overrides Caller
A new optonP-Asserted-Identity overrides Callerhas been added to the trunk groups settings. When set, if the P-Asserted-Identity header is received on an incoming call in the INVITE, it overrides the Caller Number if it is different. If not set, the behaviour is as previously, the Caller Number will be extracted from the SIP From.
ACD Groups Report 6 - ACD-G-011-02 variant and Acd Agent Report - ACD-A-005-02 variant
Two new reports have been provided based on the existing reports ACD-G-011 and ACD-A-005.
ACD Groups Report 6 - 02 (ACD-G-011-02) This report provides a selection of ACD Agent Status which should be considered as “Active”. All other status are considered inactive. The report variant aggregates the agent status instead of displaying individual columns for each status. The status selected as “active” are aggregated to the “Active” column, all other status are aggregated to the “Inactive” column.
ACD Agent Report - 02 (ACD-A-005-02) This report also provides a selection of ACD Agent Status and aggregates in the same way as the group report.
REST Query Advanced - Variable Prefix Result and Variable Prefix Content parsing
In the workflow object REST Query Advanced - the Variable Prefix Result and Variable Prefix Content are now parsed before they are used. This allows for indexing of the results, for example when processing in a loop, or processing a specific record where the index can be used as part of the name of the variables.
IVR - Connect Variable object is not working when destination is a variable.
A bug was identified when choosing the destination variable in the IVR object connect variable, which caused the call to fail and throw an error. This problem has been fixed.
Dialler - Maximum tries per contact does not work properly
In the dialer, the maximum tries of call attempts per contact was not being enforced, allowing contacts to be called even after reaching the limit. This problem has been fixed.
Manual Dialler Contact - Reserved contact is released if contact not available.
Previously, when an agent reserved a contact and initiated a call, if the contact did not answer, the contact was released immediately. With this fix, the contact remains reserved until a result code is set or the maximum number of busy call attempts is reached.
Caller hangup during call recording announcements - hanging calls
If a caller hung up the phone during the call recording announcements, the call could “stick” in the wallboard and still be visible. This was due to the incorrect execution of the end call routing, even though the call was correctly disconnected, the statistics and status of the call were not updated. This problem has been fixed.
MiniClient - Availability Column in PBX Tab Now Displays Correct Combined Status.
The Availability column in the PBX tab of MiniClient was previously displaying only the Telephony status instead of the correct combined status from Telephony and Teams.
Chat - Sessions were not expiring when the browser remained open.
Previously, chat sessions did not expire if the user kept their browser open, leading to sessions remaining active indefinitely.
This issue has now been resolved by introducing an idle expiration mechanism. A configurable idle timeout parameter (ACD.Chat.Expiration.IdleTime) has been implemented, ensuring that inactive chat sessions expire after the defined period. When a session expires, the system sends a "bye" message (configured in the ChatConnector) to inform the user, and the session is properly closed, preventing further input.
Wallboard - Threshold-Based Coloring not working in the wallboard URL.
While the Threshold-Based Tiles Coloring feature worked seamlessly within the supervisor view, it did not function correctly in the independent Wallboard URL.
Reports - ACD-A-003 and ACD-A-004 - Incorrect Ready Time Calculation.
In the reports ACD-A-003 - ACD Agent Performance Report and ACD-A-004 - ACD Agent Performance Report Current Agent, the Ready Time calculation was producing incorrect values for the following use case:
The agent logs in and receives a call.
During the post-call interval, the agent switches to manual post-call status.
The agent then logs out from the ACD Group while remaining in manual post-call status.
This issue occurred because the manual post-call time was not included in the Ready Time calculation, resulting in an over-subtraction of Ready Time.
The calculation has been updated to include ManualPostCallTime, ensuring that Ready Time is accurately computed.
IVR Save Recording does not create SMTP job with blazar
With blazar (the new telephony server), an SMTP job was not created when using the Save Recordings object. This problem can be fixed with a configuration update, by adding the following to the blazarrunProgram.ymlconfiguration:
Making an incoming call while the agent is connected to a dialer contact does not work properly in a multi telephony server installation (i.e. more than one telephony server). The agent is connected to the next available contact and does not receive an incoming call when it is presented on the same server. This problem has now been resolved.
Agent Home (Braille) - Outbound: The selected group does not remain in 'ACD-Group' field after logout-login.
In the Outbound Call part of Agent Home (Braille), the selected group does not remain in the 'ACD-Group' field but disappears after logging out and logging in again. This has been fixed.
Prompts - Re-uploading mp3 files or creating a tarif prompt with mp3 files results in a corrupt wave file.
Re-uploading mp3 files or creating a tarif prompt with mp3 files results in a corrupt wave file. These two problems have been fixed and mp3 files are now always converted to wav files.
Manual Dialler - Switching to pause status and resuming the dialler leads to the sub-campaign of the dialler not being active.
If you pause the manual dialler after the first call and then resume the dialling, it is not possible to make a new call as the status indicates that there is no active sub-campaign. This problem has been fixed.
Dialler - Contact number is not displayed in contact preview.
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 inAgent Home - Call Details.
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.
blazar (new Telephony Server) - Early Media on Outbound causes timeout to fail
When outbound calls were made with blazar, the reception of a SIP 183 Session Progress message would cause the outbound timer to fail, so the call would ring until terminated by the network (usually 120 seconds in the PSTN). This problem has been fixed.
Agent Home - CRM link is not clickable when not using http or https
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 *#
{acdUserStatusBean.CRMFormattedLink}
* 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:
Wildfly - Old caches are not deleted after Wildfly restart
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.
Dialler - Result Code Popup too small to show all the content in Mini Client.
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.
Manual Dialler - Editing a dialler contact leads to an incorrect tab
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.