A new opton P-Asserted-Identity overrides Caller has 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.

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.

blazar, the new telephony server, now supports realtime ASR with the EnderTuring engine.

It is now possible to send elements from pdata to the LLM when they are received or updated.

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.

A new client parameter can be set which configures which ASR engine will be used in the IVR.

Voicebot.Transcribe.Provider

The default value, if it is not set, is Azure.

To use the Enderturing engine, set the value to EnderTuring.v2

The IMAP mail connector now works with .NET 8.0 on linux

The presence aggregator now supports V15 of the Cisco JTAPI / PBX. The exact version incorporated is 15.0.1.12900-4.

The report DIAL-001 now contains the column PostCallInterval from StatisticsPartB for each call.

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 $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 opton P-Asserted-Identity overrides Caller has 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.

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.

blazar, the new telephony server, now supports realtime ASR with the EnderTuring engine.

It is now possible to send elements from pdata to the LLM when they are received or updated.

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.

A new client parameter can be set which configures which ASR engine will be used in the IVR.

Voicebot.Transcribe.Provider

The default value, if it is not set, is Azure.

To use the Enderturing engine, set the value to EnderTuring.v2

The IMAP mail connector now works with .NET 8.0 on linux

The presence aggregator now supports V15 of the Cisco JTAPI / PBX. The exact version incorporated is 15.0.1.12900-4.

The report DIAL-001 now contains the column PostCallInterval from StatisticsPartB for each call.

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.

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.

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.

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.

The IMAP mail retrtieval process does not stop processing if an error is received. Instead, it will now repeat the process (possibly indefinately).

Error messages are now sent by the process to the configured alerting email account in the client master data settings.

If a temporal error occurs, the system will try the process one more time, before generating an error email.

An “OK” email is generated, once the problem is resolved.

Copying a user did not copy all parameteres when selecting the ACD Option. This problem has been fixed.

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.

This issue has now been fixed.

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.

While the Threshold-Based Tiles Coloring feature worked seamlessly within the supervisor view, it did not function correctly in the independent Wallboard URL.

This has been fixed.

The task scheduler remains in the RUNNING state if max tries is set to -1. This problem has been fixed.

The Recordings Cleaner daemon on Blazar was not functioning correctly, causing recordings to remain undeleted. This issue has now been resolved.

The telephone number was not displayed correctly as "anonymous" for anonymous callers on the agent side of calls. This problem has been fixed.

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.

This problem has been fixed.

The automatic creating of PBX users could fail for all PBX connectors. This problem has been fixed.

In the report DIAL-001 - Dialler Campaigns Itemised Calls Report - the ring time calculation would output a value of 0 for the following use cases:

• The agent stopped the outbound call (by any means) whilst the outbound call was ringing
• The agent stopped the call (by any means) during the whisper transfer before the agent to the called party

This problem has been fixed.

If a comment was written but not saved, it would reappear in the next ACD event after the current event was closed. This issue has now been resolved.

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 blazar runProgram.yml configuration:

mapping:
      windows: /acd-store/shared/JTELCarrierPortal/Bin/lame.exe
      linux: /usr/bin/lame    

New versions of the blazar server include this configuration by default.

In ACD-E-001, ACD Events Details Reports, the count was incorrectly displayed when there was no data. This problem has been fixed.

In the teams plugin, sometimes the category tabs in Agent Home and the mini client would disappear. This problem has been fixed.

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.

The agent cannot edit the user data field if a call is received without predefined user data. This problem has been fixed.

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.

The service thread should be started only by the first start. The credentials check is implemented to stop server by such critical error.

The login via Entra ID was not possible in the jtel tab app inside Microsoft Teams. In fact, a white screen was displayed. This is now fixed.

If Azure force login is configured, the user will directly login to jtel when clicking on the jtel app in Teams.

Downloading the ACD-S-003 report in XLS format does not work properly. This problem has been fixed.

Using the manual dialler and editing a contact in progress does not work properly. This problem has been fixed.

The AMI listener connector for Asterisk was writing all events to the linux system log. This has been changed.

The LLM API Key field was too short to save some of the newer tokens provided, in particular, by OpenAI. This problem has been fixed.

There was a typo in the title of the Reports DIAL_001 and DIAL_002 starting from page 2. This was fixed.

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.

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.

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 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.

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 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.