Trunk Group Matching - Partial Match on SIP Source Server and SIP Destination Server
The trunk Group matching algorithm now supports partial matching on the SIP Source Server and SIP Destination Server. This is useful for TLS connections, where the port on the opposing side of the connection is not always the expected port because the remote server uses a new TLS connection for each call.
A new callBOT command for seamless GPT calls from the command state has been introduced.
It can be used as follows:
Simple: /control:runRoutingApplication,callBOT → the bot will receive a /callBot message.
Advanced: /control:runRoutingApplication,callBOT#<message with placeholders $> → the bot will receive the message after the # with the placeholders replaced from pdata.
GPT/RAGBOT now supports sending interactive buttons and images for a richer user experience.
IVR - Configurable Email Sender in IVR Email Object.
A new feature is introduced which allows users to select the email sender in the IVREmailobject. If no specific sender is selected, the system will default to the email configured in the client or sysadmin parameters.
Key Enhancements:
Users can now define a custom email sender for the IVR Email object.
If no sender is specified, the system automatically falls back to the default email.
To configure a custom sender, anACD inboxmust be created with the"Non Qualifier System"option enabled.
When configured this way, the ACD inbox will be used exclusively as the sender email for the IVR Email object.
This enhancement provides greater flexibility in managing outbound emails from IVR, ensuring better customization and control over sender addresses.
Version 4 of the portal can now embed pages from version 3 of the portal without the necessasity of logging in again. This functionality is available to beta testers of the new portal only.
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.
Live Agent - resources to display/hide live agent services individually
It is now possible to control the rendering of live agent services such as AI transcription, AI summary or AI suggestions. Each service has its own resource.
portal.Acd.AgentHome.LiveAgent.AI.Transcription- render the AI Transcription section
portal.AgentHome.LiveAgent.AI.Assistant- render the AI Assistant services like Suggestion, Summary and Sentiment.
portal.Acd.AgentHome.LiveAgent.AI.Assistant.Caller -render the caller’s sentiment.
portal.Acd.AgentHome.LiveAgent.AI.Assistant.Agent- render the agent’s sentiment.
portal.Acd.AgentHome.LiveAgent.AI.Assistant.Sugesstion- render the AI suggestion section.
portal.Acd.AgentHome.LiveAgent.AI.Assistant.Summary -render the AI Summary section.
portal.Acd.AgentHome.LiveAgent.AI.Assistant.Satisfaction -render the AI satisifaction section.
portal.Acd.AgentHome.LiveAgent.AI.Assistant.TACrender the AI transactin code section.
REST API - New Function for retrieving Dialler Contacts and Results
A new API endpoint has been added to the REST server, to retrieve dialler results in a new aggregated form for a list of contact IDs or a list of UserData entries.
The chat server and the chatbot have been updated to integrate RAG functionality. This enables the use of a RAG knowledge base for querying LLMs such as GPT or Mistral.
Note: the preparation of the RAG database involves the integration of custom processes to integrate the data. Please contact jtel if you require the integration of RAG functionality.
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.
blazar (new Telephony Server) - new option for timestamp source
A new configuration option has been added:
timestampsSourceOfTruth: systemClock
The available options are:
systemClock
hardwareClock
The standard value is systemClock. This changes the behaviour from the previous behaviour, which was hardwareClock.
Notes
Some VM installations do not correctly synchrronise the hardware clock, causing timestamps to vary from the systemclock. The default behaviour was therefore changed to use the system clock, which in all installations should be setup to synchronise from an NTP server. This behaviour should be acceptable for most installations.
In installations which require certification for billing purposes, this could cause certification problems. If this is a requirement, it is recommended to ensure that the hardware clock is synchronised to a high quality source (such as a GPS source) and use this setting instead.
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.
Live Agent - Exception when no summary is available
An exception was produced in the portal when no summary was produced for a call. This usually was a short call, where no relevant utterances were made by the caller or the agent. 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.
blazar (New Telephony Server) - infinite loop with bad music on hold settings
The blazar server would not detect an empty music on hold setting when using the connect to external destination if no music on hold was specified, and would go into an infinite loop filling up the disk. This problem has been fixed.
As a workaround if your blazar server has not been updated, always ensure that the music on hold setting specifies a valid file. If you do not require music on hold, then set to an empty “silence” file.
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.
