Call Flow - new REST GET functions available at various points in the call flow
The following parameters can be added to an ACD Group which causes the server to send http GET requests (REST calls) to a configured URL when events occur in the call flow to agents.
RINGING <-- sent when the call is in the ringing state CONNECTED <-- sent when the call is connected CONNRES.1 <-- sent when the call was successful and is ended CONNRES.2 <-- sent when the call was not answered CONNRES.3 <-- sent on outbound calls only when the destination is busy CONNRES.4 <-- sent when the caller
hungup
hangs up during the
transfer
call to an agent (inbound calls only) CONNRES.6 <-- sent when the called agent refused the call or hungup during a whisper transfer announcement
Note, the use cases CONNRES.3 (Busy on an inbound call) and CONNRES.5 (SIP Reason) and CONNRES.7 (Error) are not necessary, since a RINGING event must always be received before any REST calls are made.
The value of the parameter is specified as a multi-line value instructing the server what to do. The following lines are allowed:
URL=<url> <- Specifies a URL to be called METHOD=GET/POST <- Specifies the http method to use TIMEOUT=<ms> <- Specifies a timeout in ms before the function is aborted. HEADER=<http_header> <- Specifies an http header to be used. May be specified multiple times. QUERYPARAM=<param=value> <- Specifies a query parameter which will be added to the URL in URL encoded format DATA=<value> <- Specifies POST data which will be sent with the request
The following variables may be used in the parameter value:
$date_time <- the current date and time $service_number <- the ServiceNumbers.Name field $service_name <- the ServiceNumbers.Name2 field $caller <- the caller ID $agent_name <- The surname of the agent $agent_firstname <- The firstname of the agent $agent_number <- The number of the agent $agent_id <- The ID of the agent $agent_tel <- The telephone number of the agent $agent_uid <- The UID of the agent $agent_nickname <- The NickName of the agent $group_name <- The name of the ACD group $group_number <- The number of the ACD group $diallercampaign_name <- The name of the dialler campaign $diallercontact_name <- The surname of the dialler contact $diallercontact_firstname <- The firstname of the dialler contact $diallercontact_externalsystemlink <- The external system link for the dialler contact $diallercontact_userdata <- The UserData field for the dialler contact
Examples:
This will send a GET request when a direct inbound ACD call is ringing:
A new tab "Parameters" has been added to ACD groups. This feature will be used to enable implementation of various features and settings without having to replace / update the web application.
ACD Call Transfer - Outbound Signalling Parameter in P-Asserted / P-Preferred Identity
The Signalling parameter used to override the A-Party number on call transfer to external destinations now supports overriding the P-Asserted-Identity and P-Preferred-Identity parameters.
IVR Start Object - causes GOSUB to lose parameters
The Start object was initiating the service number parameters every time it was called. This may cause problems when a GOSUB was used in the routing application and an (existing) service number parameter was assigned to before the GOSUB - the parameter may be overwritten by the GOSUB call. Now, the service number parameters are only initialised the first time the Start object is called during a routing application / call.
User Categories and their contents (the agent list) were displayed incorrectly in agent home - newly created or deleted categories were not immediately visible. This problem has been fixed. In addition, the categories are now displayed in alphabetical order.
Service Numbers Report 2 (Inbound ACD) - ACD-S-002 - errors in some columns
ACD-S-002 - the records in columns "Answered in Service Calls", "Answered not in Service Calls", "Lost Calls", "Quote Lost Calls" and "Service Level" were not correct depending on the time interval and the granularity chosen. This problem has been fixed.
Teams Connector - MS Graph API does not support querying presence of more than 650 users
The MS Graph API does not support querying presence of more than 650 users. This problem has been fixed by querying multiple times for larger tenants. Also a useful piece of information for configuration: If the password or key for the tenant include the & character, it must be replaced with %26 in the XML configuration file.
SalesForce - Lightning Support now Pops up Softphone in SalesForce when a call is received
In Salesforce, the lightning support module now pops up the softphone in addition to any Salesforce record found or screen popped, when a call notification is received.
The SalesForce getCallerInformation object has been extended to include two new parameters to the REST query to the SalesForce instance.
The first new parameter queryType allows the user to specify a particular type of query to perform in the SalesForce instance. This could, for example, be used to query for tickets, or other data in the SalesForce instance.
The further parameters UserData, UserData2 and UserData3 can be filled with any information required. For example, a ticket number, or a contract number, or customer number - whatever is required.
The implementation is backwards compatible - i.e. older Apex classes will still function as before (only considering the three parameters serviceName, serviceNumber and callerNumber). Newer Apex classes which use the new parameters can take advantage of the extended functionality.
Direct Call to Agents, Groups, PBX Users and Numbers possible from Agent Full Client
The full client now supports the same functionality as the mini client - it is possible to call agents, groups, PBX users and numbers directly from the agent home screen. This functionality has been available for several releases in the mini client.
IVR Test Number - warning if a country code is configured
If only a country code is configured in the test number for an IVR application, a warning message is now displayed. The user can still choose to save this setting, which results in all callers to the number from that country being handled by the test version of the application.
A new object “CRM+ Query” has been added to the IVR for querying the Brainformatik CRM+ system. Seehttps://wiki.jtel.de/x/LoRhAgfor details on how this object works.
IVR - Comma and apostrophe characters in names caused problems
Using an apostrophe or comma in the name of an IVR object would cause problems. These characters are now converted to similar unicode characters which do not cause problems.
REST Query advanced - encoding of special characters
When using the REST Query advanced in IVR routing application, some logs containing special characters would be incorrectly recorded containing junk characters. This problem has been fixed.
Callback from ACD Event in Supervisor using "Preset" Service Number - no record is created in Statistics.
Upon receiving an Acd Event in Supervisor, while no agent was assigned yet, If the supervisor makes a callback using the "Preset" Service Number option, no record is created in