IVR Object ACD-Group Information - Counts the "Read only and invisible" agents as available agents
The IVR ObjectACD-Group Informationcounted agents that had a mapping "Read Only" and "Read Only (invisible)" as available agents. This type of mapping does not allow agents to answer calls. Therefore, they should not be counted as available agents. This problem has been fixed.
Enforce Block-Dialling for incoming calls - overlap dialling no longer supported
Block dialling is now enforced for all incoming calls. Overlap dialling has essentially become obsolete for VoIP installations and this change should not affect customers using VoIP.
Critical Bug - Post-Call Time is not updated on last call when agents logout
A critical bug which caused post call time not to be updated when an agent logs out has been fixed. This problem was introduced in 3.29, we recommend you contact jtel to implement a patch to your system if you are affected by this problem. Note: past statistics cannot be repaired.
A new report variant of ACD-001 has been implemented - ACD-001-02, which includes the following new colums: Serviced, Serviced % and Hangup %. See here for more details:https://wiki.jtel.de/x/1wIpAg
REST - Run Routing Application - now records call logs
When using the REST APIClientsID/routingApplications/run/IDto run a routing application, it is now possible to pass the following parameters in the POST data.
If present, these will be used as the caller ID and called ID numbers, and recorded to the table JTELLog.CallLog. This enables the REST call to be found in the Call Log window. Note, the call log analyser will not show REST calls, only real calls are shown here.
Supervisor - Grid Layout 1, has been modified to be based on Grid Layout 2, but without the “All Agents” area. The size of the “Current Agents” and “Active Calls” areas have been increased.
Outgoing Caller Number Translator - no longer adds + to numbers less than internal number length
The outgoing caller number Translator would prefix a plus to numbers which were less than the internal number length, even though this would not result in an E.164 number. This problem has been fixed.
Agent Home - No duplicate automatic callbacks are created.
Before an automatic callback is created, it is checked whether the callback has already been created with the same sender number and the same Acd group. This check prevents a duplicate automatic callback from being created.
NOTE: This feature has been deprecated by a new option implemented in Release 3.30, which allows for specification of this option per ACD group.
MySQL Server - Leak of temporary tables in some stored procedures
A memory leak in an exit handler in some routines has been fixed to drop drop some temporary tables. This helps prevent excessive memory usage in the MySQL server.
ACD Group Rule Callback or Voicemail - Menu now repeated twice
The menu prompt “press 1 to be called back, press 2 to leave us a message” is now repeated twice, before automatically proceeding to option 2 - record voice mail - if the caller does not press a DTMF key.
SMS Receiver Lox24 updated to newest API (notification endpoint API)
The SMS receiver for Lox24 has been updated to the newest API (the notification endpoint API). All previous APIs have been depricated as this was causing incompatibilities.
Portal Contact Matching on suppressed numbers could incorrectly report the wrong contact
The portal contact matching algorithm could incorrectly report the wrong contact when the calling party number was suppressed by the caller. This problem has been fixed.
When using the ACD Agent Home Calls tab, filtering the call list via the call start date / time caused performance problems on some systems. This problem has been fixed.
SalesForce - Lightning searchAndScreenPop now populates default value for field Phone
The Lightning searchAndScreenPop function now populates default value for the Phone field. This means, that if creating a new Lead or Contact is selected as the default action in the Softphone Layout when no records are found, that the telephone number of the caller will be pre-populated in the new Contact or Lead form.
SWYX Connector - Dry Run Capability added
The parameter:
<add key="dryRunOnly" value="false"/>
has been added to the configuration file of the V2 SWYX connector. This allows the connector to receive information, but not actively update the portal. Using this feature, debugging and configuration activities can be carred out on a running system.
Transcribe voice mails using Azure STT - New Clients Parameters added
A new tab “Parameters” has been added to the Client Master Data form in the portal. Client Parameters will be used to implement some new features to reduce the necessity of portal updates. The first implemented feature is the transcription of voice mails to text. When activated, the content of the transcription is added to the ACD event or email created containing the voice mail file.
This feature requires customers to provision an Azure Speech Services instance in their own Azure instance and provide the API key. The use of this feature will incur costs in Microsoft Azure.
To activate this feature, the following Client Parameters must be added to the client account:
REST Query Advanced - CURL command added for debugging purposes
The CURL command used to call the web service is saved to $resultPrefix.command for debugging and logging purposes. This can, for example, be used in an email body when generating an error mail for failed REST services.
Callbacks - ACD Groups Options, SMS confirmations, REST and Statistics API - Increased Functionality
Handling
Callbacks can now be sent to an ACD configuration group. If specified in the call flow, the corresponding ACD agent group will be used. If not specified, the primary ACD agent group as configured in the configuration group will be used. This in particular applies when agents create manual callbacks by specifying the configuration group in the agent client.
The ACD Event history table has been made less “noisy”. The status change was duplicated in the comments field - where this applies, the comment is no longer shown.
ACD Groups Options
The following options have been added to the offline parameters page of the ACD group configuration. These options apply to ACD Configuration groups and ACD Standalone groups. Confirmation SMS messages apply to detected mobile callback numbers. This detection uses the Area Codes table in the portal. If moble numbers are not available for your country, please contact jtel for further details.
Confirm automatically created callback requests by SMS
If specified, callback requests which are created automatically in the call flow due to mobile callers hanging up in the ACD queue, will be confirmed by SMS.
Confirm caller created callback requests by SMS
If specified, callback requests which are created by mobile callers using a DTMF option in the call flow to request a callback will be confirmed by SMS.
Confirm agent created callback requests by SMS
If specified, callback requests which are created for mobile callers by agents manually using the callback popups in the agent client will be confirmed by SMS.
Duplicate callback event prevention
If specified, callback requests which are created automatically will be checked for duplicates. A duplicate is deemed positive, when the ACD group and the ACD configuration group is equal. If found, the existing callback event will be commented preventing duplicate events.
The REST API to create an ACD event now supports the parametersacdConfigurationGroupsIDandacdAgentGroupsID. This allows for sending of events to ACD Configuration / ACD Agent Group combinations.
Either specify acdGroupsID or both acdConfigurationGroupsID and acdAgentGroupsID. If only the parameteracdGroupsIDis supplied, a configuration group may be specified. In this case, the primary ACD agent group associated with the configuration group is used as the recipient of the event.
STATISTICS API
The following field has been added to the AcdEvents table:AcdEventsCreatorTypesID.
This field can take on the following values:
Value
Meaning
1
Created automatically due to hangup in ACD group queue
Extended E-Mail Client - support of Microsoft 365 Exchange Authorization with OAUTH2
The extended E-Mail client now supports Microsoft 365 Exchange Authorization with OAUTH2. The necessary parameters have been added to the Client Master Data form on the EMail Tab. If legacy authorization is to be used, then simply the email server and user should be specified, with a password as usual. To use modern authorization, specify the Tenant ID and Client ID parameters. In this case, the password field should be configured to contain the client secret. If all are specified, then the Microsoft Graph API is used to send the email using modern authorization.
IVR Object ACD-Group Information - Counts the "Read only and invisible" agents as available agents
The IVR ObjectACD-Group Informationcounted agents that had a mapping "Read Only" and "Read Only (invisible)" as available agents. This type of mapping does not allow agents to answer calls. Therefore, they should not be counted as available agents. This problem has been fixed.
IMAP Mail Connector - Added support for utf8mb3 for MySQL new versions from 3.30
The MySQL connector use in the IMAP mail connector was updated for new MySQL versions from 3.30 onwards. It now uses the utf8mb3 character set for connections.
Salesforce - Create Case for Voice Mail with Link to Attachment
A new API has been added to the salesforce integration which can be called when voice mail events are created in the ACD. The documentation for this API can be found here:https://wiki.jtel.de/display/JPW/createVoiceMail. Note, that to download the voice mail attachment, the user must be logged into the jtel portal within salesforce using the mini or micro client as usual. Users without a jtel login will not be able to download the attachments.
Acd Group Numbers - possibility to set numbers less than 3 digits from AcdGroup Edit.
While acd group numbers needs to have 3 digits during acd group creation or copy, in edit it was possible to set less than 3 digit (with leading zeros). This has been fixed.
REST API - Variables of type datetime are not well formatted.
The REST server was handling variables of type datetime with an incorrect format. This problem has been fixed and these variables are now formatted as timestamps.
Create new Client - Supervisor and Agent security groups are wrong.
The Supervisor and Agent Security groups are wrong and missing access rights when creating a new client and choosing in the options to automatically create the security groups. This has been fixed.
Exception in the filter of Agent Home - Media History.
In Agent Home - Media History, an exception is thrown when filtering by Type, Status and Acd Group. This issue has been fixed and you can now filter by specifying the TypesID and StatusID for the Type and Status filter.
ACD Skill Distribution - Bug with several timeouts
If the global "remove all skills" after timeout was used in combination with "remove skill X" after timeout, then this could cause unexpected behaviour in the distribution. The call might be distributed to an agent with no skills only once before the second timeout was executed. This problem has been fixed.
Acd Supervisor - Wallboard - tile "Agents Free" counts not registered agents as free.
The problem occurred when the SWYXv2 connector sends NotRegistered Status, in that case the “Agents Free” tile in wallboard count that as a free agent which is not the case. This has been fixed.
Two new agent report variants ACD-A-001-2 (derived from ACD-A-001) and ACD-A-008-2 (derived from ACD-A-008) have been produced. Both of these include a new field,a.IDwhich contains theStatisticsPartA.IDfor the call. The old variations of the report are still available.
Because of the client based licensing of the jtel Cloud TTS system, editing and changing TTS announcements at the sysadmin and reseller has been disabled.
Italy PBX converter bug affecting both incoming and outgoing calls
When Using the Italy PBX converter “Italy PBX - remove outside line prefix 0, remove 00 (international) or 0 (national), other numbers are mobile” in the trunk group, some incoming calls could not be made with a busy result and outbound calls have also an issue so the remote fiels containing normally the destination number is unknown. This bug has been fixed.
New Telephony Server - Increase size of number translation parameters for compatibility with Innovaphone Cloud PBX
The size of the number translation parameters in Trunk Groups has been increased for compatibility with the Innovaphone Cloud PBX which requires some handling of outgoing INVITE messages in conjunction with the registration of the domain of the client’s PBX. It is possible to route to a proxy server (i.e. the actual DNS name of the PBX) which may not correspond to the domain name being used by the PBX.
New Telephony Server - Extensions to allow for longer number parameters in outdial and converters
All relevant number converters and routines used in conjunction with trunk groups have been extended to allow for number parameters which are up to 128 characters in length.
A new object has been added to the IVR to initiate a connection to a voice bot. The object connects the call to the voice-bot by SIP, which will initiate the dialog. During the dialog, the REST API can be used to communicate back with the jtel system. This can be used to:
Query the jtel System by running any routing application. This enables queries and interactions to all backend systems to be made which have been integrated with the jtel system. Also the jtel System can be queried whether any agents are available to handle a particular topic.
Terminate the voice-bot connection and provide the result back to the jtel system. The result could be “DONE” providing a URL to the conversation history, or requesting a transfer to an agent to be made.
Starface Connector - the flag IsAcdAgent is now used for automatic Agent import - Automatic creation of PBXUsers also supported
Agents are now only created in the starface connector if the flag "IsAcdAgent" is set to true in the Starface PBX. PBXUsers are now created automatically in jtel whenever a Starface user is created.
The report ACD Agents Call Reason Report - ACD-A-012 - has been optimised to support larger time spans and be generated in a much shorter period of time.
Chat - Max Agents = 0 does not flag the logged in agent as unavailable.
The chat connector does not flag logged in agents as unavailable when the available agents have the “Max Chats per Agent” parameter equal to 0. This problem has been fixed.
Agent Home and Mini Client - Notes field sometimes loses content
Sometimes the notes field would lose its contents when a call was ended or a state change in the agent client was pushed to the browser. This problem has been fixed.
Callbacks, with option "Close all the open callbacks every successful agent call connection“. are closed after successful outbound calls
Setting the option "Close all the open callbacks every successful agent call connection“ in Acd Groups - Offline Parameters causes all open callbacks with the same caller to be closed after a successful outgoing call with the caller. This issue has been fixed - the option now only affects incoming calls.
Queue - call remains in queue if the call requires a skill and only one agent without a skill is available
If there is a call that requires some skills and only one agent is available and he has no skills, the agent will only receive the call once when the skills are ignored by using the checkbox "Ignore skills (all) if no agents with skills available". If the agent does not answer the call, the call remains in the queue until it times out. This problem has been fixed and the call will be distributed to the same agent again.
Reports - Acd One Line Call Details Report can show empty Call Status even if the call is connected.
If the call is only connected after more than 5 attempts, the Acd One Line Call Details Report returns an empty value for the Call Status. This has been extended to 10 attempts.
E-Mail Connector Processing - Prevent mail connector stop when a processsing error occurs
For the mail connectors, the method of error hanlling has been changed. E-Mails which can't be processed are moved to the Error folder and processing now continues.
ACD Change Status popup - Inconsistent use of "Portal.PhoneNumbers.Internal.Length"
The parameter "Portal.PhoneNumbers.Internal.Length" was not used in this dialog, causing the display of numbers shorter than this setting to use the international dropdown part of the phone number entry field. This problem has been fixed.
The following functions have been added to the REST API:
Calls
Retrieve the currently active calls in a client account.
Make an outbound call for a user.
Answer a call (only supported if the PBX connector supports this functionality).
Disconnect an outbound call leg in the IVR, passing a REST result back to the system with the reason for disconnect which can be used in the routing application.
Hangup a call at an agent.
Put a call at an agent on hold.
Retrieve a held call at an agent.
Agent Status
Retrieve all available agent status for a client account.
Set an agent status for a user (which can also be used to login / logout an agent also specifying the telephone number).
Languages
Retrieve all available portal languages.
Network IVR Lists
Retrieve the Network IVR Lists from a client account.
Retrieve the entries from a network IVR list from a client account.
Add an entry to a network IVR list.
Update an entry in a network IVR list.
Delete an entry from a network IVR list.
Service Numbers
Retrieve all service numbers from a client account.
R-S-001 - Rawdata - Service Numbers Itemised Call Details
A new report containing itemised raw call data has been created. This report contains itemised call details for all calls made using a selection of service numbers. The calls are reported whether they only use the IVR, the IVR and the ACD or just the ACD. Both inbound and outbound calls are reported. Seehttps://wiki.jtel.de/pages/viewpage.action?pageId=57311748&scmLanguageKey=enfor details.
Supervisor - All Agents and Active Agents - Department now visible
The column “Department” is now available in the supervisor views “all agents” and “active agents”.
SMTP send utility migrated to .NET Core 6 and linux
The SMTP send utility used by the portal has been migrated to .NET Core 6 which works on both windows systems and linux systems. Note: .NET 6 must be installed before using this.
DynamicPriorityGroupsTargets - Too many entries result in SQL statements jam in MySQL server
Old entries in the dynamic priority groups targets tables are not used. If these tables become too large, it can cause a jam of SQL statements on highly loaded systems. This problem has been fixed by adding a cleaner process which runs with the nightly cleaning routines.
SMTP send utility supports modern authorization using OAUTH2 and MS Graph
The SMTP send utility now supports the sending of emails using the MSGraph API using Azure AD authorization with modern authorization.
The necessary parameters have been added to the Client Master Data form on the EMail Tab. If legacy authorization is to be used, then simply the email server and user should be specified, with a password as usual. To use modern authorization, specify the Tenant ID and Client ID parameters. In this case, the password field should be configured to contain the client secret. If all are specified, then the Microsoft Graph API is used to send the email using modern authorization.
IVR Connect Object - a configured announcement was still audible after the destination play type had been changed
After removing the settingVoice PromptinDestination Play Typein the Connect object*,* the announcement was still played in calls. This problem has been fixed, now the announcement is not played if the type has been changed.
Enforce Block-Dialling for incoming calls - overlap dialling no longer supported
Block dialling is now enforced for all incoming calls. Overlap dialling has essentially become obsolete for VoIP installations and this change should not affect customers using VoIP.
Callback Requests - Manually Created for Configuration Group
Manually created callback requests for an ACD configuration group are now correctly forwarded to the primary ACD agent group. Previously, these events would hang in the queue forever.
AcdGroups - The copy function in AcdGroup did not copy all parameters.
When copying an AcdGroup, not all settings were copied. This problem has been fixed. Also a new checkbox 'Copy Parameters' has been added to copy all AcdGroup parameters if present.
Critical Bug - Post-Call Time is not updated on last call when agents logout
A critical bug which caused post call time not to be updated when an agent logs out has been fixed. This problem was introduced in 3.29, we recommend you contact jtel to implement a patch to your system if you are affected by this problem. Note: past statistics cannot be repaired.
A new report variant of ACD-001 has been implemented - ACD-001-02, which includes the following new colums: Serviced, Serviced % and Hangup %. See here for more details:https://wiki.jtel.de/x/1wIpAg
REST - Run Routing Application - now records call logs
When using the REST APIClientsID/routingApplications/run/IDto run a routing application, it is now possible to pass the following parameters in the POST data.
If present, these will be used as the caller ID and called ID numbers, and recorded to the table JTELLog.CallLog. This enables the REST call to be found in the Call Log window. Note, the call log analyser will not show REST calls, only real calls are shown here.
IVR Object - ACD Group with Variables: an empty value in skills timeout throws an error in telephony server
If the IVR objectAcd-Group with Variableswas used and the skills timeout value was left empty, an error occured in the telephony server and the table varCallData was not updated correctly. This problem has been fixed.
Supervisor - Grid Layout 1, has been modified to be based on Grid Layout 2, but without the “All Agents” area. The size of the “Current Agents” and “Active Calls” areas have been increased.
Mini Client - changes in resources are not applied in Mini Client.
Updating a resource to hide a tab in agent home was not applied to the Mini Client in some cases. This problem has been solved. The fix applies to the following resources:
Supervisor - "In Location" changed to "Present" - additional counters for supervisor and widgets for wallboard
The flag “In Location” has been changed in ACD agent status. This parameter was previously not used for any logic.
Now, status can be created which show agents who are theoretically available for work. This is now termed “Present”. A column has been added to the supervisor agent tables to display this information. Additionally, wallboard tiles “Agents Present” are available for each group and all visible groups for the logged in supervisor.
Outgoing Caller Number Translator - no longer adds + to numbers less than internal number length
The outgoing caller number Translator would prefix a plus to numbers which were less than the internal number length, even though this would not result in an E.164 number. This problem has been fixed.
Video call iFrame: Improvement of the message displayed when only audio permission is requested.
When using audio only mode in the video call configuration, a message asking for audio and video permission is displayed when starting the video call. This message is enhanced and displays a message according to the requested devices.
Video Call - Add three calls option in ServiceNumber - Video Call tab
This function adds three modes for starting a video call:
Start a video call with audio only.
Start a video call with audio and video.
Start video call with screen sharing function.
The javascript code can be copied by selecting the required option. Note, as this functionality is initiated by the customer webserver, the option is not saved.
In order to be able to create campaigns manually faster and to be able to use “template campaigns” optimally, a “Copy” button is now added to the dialler campaigns next to the “New” button.
A new IVR object called “Run Script”has been implemented. This object allows a python script to be run. The name of the script should be the input for this object. The script parameters are separated by spaces. The new object requires a configured system parameter “Portal.RoutingApplicationObjects.RunScript.Command".
NOTE: This functionality is currently only supported on private cloud and on premise instances.
MySQL Server - Leak of temporary tables in some stored procedures
A memory leak in an exit handler in some routines has been fixed to drop drop some temporary tables. This helps prevent excessive memory usage in the MySQL server.
ACD Group Statistics - Incorrect statistics when callers hangup during long waiting time announcement
If callers hungup during the long waiting time announcement, the call would be incorrectly recorded with AcdGroupEndReason 1, 2 or 3 (depending on the previous call flow), however the timestamp dtQueueStart would be set.
This behaviour has been fixed. Now:
when calls enter the queue, and the long waiting announcement is made, and the caller hangs up, the call will be recorded as “hangup in queue”.
During the long waiting announcement the distribution algorithm is active. If an agent is found for the call, then the distribute start timestamp will be set although the agent phone will not be dialled until the long waiting announcement has actually ended.
Agent Home - name conflict when an agent joins a video conference
When a video call is initialised and an available agent joins the video conference, all participants have a twisted nickname. This problem has been fixed. The agent new has the nickname as configured in the portal displayed, or ‘Agent' if no nickname is configured. The caller now has the nickname configured in the pdata parameter, or simply 'Caller’ for the caller ID if it is empty.
New Video Call Server - Agents can now participate in a video conference.
A module for video calls is now available and configurable via the service number parameters. This feature allows users to make:
Audio only calls
Audio and video calls
Audio and video call with screensharing
from the customer website directly to the call center. Calls are distributed via the jtel ACD using all available functions, IVR and ACD. Agents can join the video conference from Agent Home using a link provided in the agent client.
This feature allows jtel clients to integrate “click to call” directly into their websites. Also, the scanning of QR codes can be used to create user or devide specific video call rooms for technical support purposes.
Dialler - improve appointment calendar view to show the current date/time if appointment is in the past.
The dialler appointment calendar was showing an old appointment date regardless of whether it was in the past or in the future. Now, if it is in the past, it is rounded up to the nearest next one hour in the future.
ACD Group Rule Callback or Voicemail - Menu now repeated twice
The menu prompt “press 1 to be called back, press 2 to leave us a message” is now repeated twice, before automatically proceeding to option 2 - record voice mail - if the caller does not press a DTMF key.
SMS Receiver Lox24 updated to newest API (notification endpoint API)
The SMS receiver for Lox24 has been updated to the newest API (the notification endpoint API). All previous APIs have been depricated as this was causing incompatibilities.
Portal Contact Matching on suppressed numbers could incorrectly report the wrong contact
The portal contact matching algorithm could incorrectly report the wrong contact when the calling party number was suppressed by the caller. This problem has been fixed.
ACD Group Check Point "Start Out of Standard Service Times" Removed
The ACD group check point “Start Out of Standard Service Times” has been removed. No implementation was available for this check-point - i.e. any rules created here were defunct. When systems are updated, the behaviour is as follows:
The check point is removed from the system and it is no longer selectable
Any group rules created which used this checkpoint are deleted
Please note, that the same behaviour as this was always available by creating two ACD group rules:
Rule 1 (for the holiday list specified in the standard service times)
Checkpoint = Start
Priority = 50
Time Type = On holidays
From 00:00:00 to 23:59:59
(Select same holiday list as used in standard opening times)
Action = (whatever)
Rule 2 (for the opening times list specified in the standard service times)
Checkpoint = Start
Priority = 40
Time Type = Closed
(Select same opening times list as used in standard opening times)
When using the ACD Agent Home Calls tab, filtering the call list via the call start date / time caused performance problems on some systems. This problem has been fixed.
The IVR announcement does not overwrite the announcement in the Acd group parameters.
The Acd group announcements configured in theonline parametersare always played when a call is made, even if you have configured an announcement in the IVR -Acd object. This problem has been fixed and the IVR announcement configured in the Acd object overwrites the announcement configured in the Acd group.
CRM URL - new replacement of advanced variables without URL encoding
The CRM URL now supports the replacement of advanced variables in the URL without URL encoding them. The notation uses $VariableName. Using double curly braces tells the system not to URL encode the replacement. Using single curly braces URL encodes the string before inserting it into the URL.
This can sometimes be necessary, if the server and protocol portion of the URL are needed to be variable. For example take the following URLs:
Imagine the server portion of the URL being variable - some users login to the first server, and some users login to the second server. The application part of the URL (after the final slash) is the same in both cases (the parameters will probably identify a particular record in the CRM system). So the first URL is to be used by user 1, and the second URL by user 2.
Clearly, before the call is distributed, the URL cannot be built. This means it must be built dynamically according to which user receives the call.
The server portion of the URL could be configured in the jtel user account, for example the nick name field or another appropriate informational field which is not required for the operation of the user account in the jtel system.
For example, the NickName field could be specified as follows:
SalesForce - Lightning searchAndScreenPop now populates default value for field Phone
The Lightning searchAndScreenPop function now populates default value for the Phone field. This means, that if creating a new Lead or Contact is selected as the default action in the Softphone Layout when no records are found, that the telephone number of the caller will be pre-populated in the new Contact or Lead form.
If a media event was opened and closed without clicking the "Close" button, the event history table was not updated correctly. This problem has been fixed.
Salesforce - Create Case for Voice Mail with Link to Attachment
A new API has been added to the salesforce integration which can be called when voice mail events are created in the ACD. The documentation for this API can be found here:https://wiki.jtel.de/display/JPW/createVoiceMail. Note, that to download the voice mail attachment, the user must be logged into the jtel portal within salesforce using the mini or micro client as usual. Users without a jtel login will not be able to download the attachments.
SalesForce - getCallerInformation - the variable parser is called when multiple choices is returned by the Apex Class
Now, when the Apex REST API implemented in SalesForce returns 300 Multiple Choices, the variable parser is still called. The Apex class can provide:
either one of the records found. In this case the logic could be almost the same as the 200 OK case, probably displaying some additional information to the agent that there was in fact more than one record found which matched the query.
or all of the records found. In this case, the variables will be parsed to an array, the logic to deal with this case will be more complicated, but the jtel system will be given access to all records returned.
Acd Group Numbers - possibility to set numbers less than 3 digits from AcdGroup Edit.
While acd group numbers needs to have 3 digits during acd group creation or copy, in edit it was possible to set less than 3 digit (with leading zeros). This has been fixed.
REST API - Variables of type datetime are not well formatted.
The REST server was handling variables of type datetime with an incorrect format. This problem has been fixed and these variables are now formatted as timestamps.
Create new Client - Supervisor and Agent security groups are wrong.
The Supervisor and Agent Security groups are wrong and missing access rights when creating a new client and choosing in the options to automatically create the security groups. This has been fixed.
Exception in the filter of Agent Home - Media History.
In Agent Home - Media History, an exception is thrown when filtering by Type, Status and Acd Group. This issue has been fixed and you can now filter by specifying the TypesID and StatusID for the Type and Status filter.
Mini Client - TAC ordering is not the same during and after the call.
Unlike the full client, in mini client, the TAC ordering is not the same during the call (TAC Name order) and after the call (Display order). This has been fixed.
Outbound not possible on ISDN Trunk with more than one controller
Outbound was not possible on ISDN Trunks with more than one ISDN controller. This is due to the multiple trunk / trunk group mappings required for the same machine ID. This problem has been fixed.
A new SwYX Connector - V2 - has been implemented, which no longer requires the installation of a SwYX client to function. The installation can be made on any server which can communicate with the SwYX server via the network.
Report "ACD-006 - ACD Statistics One Line per Call" contains blank value
The statistic report "ACD-006 - ACD Statistics One Line per Call" does not overwrite empty values and assigns an empty value instead of "unknown" to all unknown calls. This problem has been fixed.
The FTP/SFTP import now creates an FTP log under Logging-FTP logs in case of an error during the download from the FTP/SFTP server. The import of the new network IVR list is done after the verification of the existing network IVR list and the file in FTP/SFTP is deleted when the list is imported successfully. An email confirmation in List FTP import is necessary to receive emails and FTP logs
The possibility to integrate a chatbot with the jtel sysadmin has been added. The chatbot uses the RASA framework to help automate chats for a domain which is specified using the configuration files. Interactions with backend systems from the chatbot are developed using the jtel routing GUI, which enables all existing backend integrations to be used. The chatbot can hand-off the chat session to an agent if it is not able to answer the user’s questions. All chat sessions with the bot are available for review via a special agent account for the chatbot.
In all reports with granularity less than or equal to 1 hour, the report could fail if the selected interval included a change to summer time. This problem has been fixed.
Report ACD-A-007 - wrong calculation for agent based on AcdStatisticsPartB
The report ACD-A-007 was calculating based on AcdStatisticsPartB which is oriented to ACD Groups. This has been changed to StatisticsPartB to correctly reflect the data required.
ACD Routing - New Checkpoint "Queue whilst waiting" added
A new checkpoint "Queue whilst waiting" has been added to the ACD.
This checkpoint is executed initially when the caller is placed in the queue, and is checked regularly thereafter. The point in time to which rules apply can be delayed by specifying "delayed rule activation".
Currently, the only type of rule which can be configured, is “Change Parameter”. The use case is to increase the priority of calls in the queue after a certain amount of time has elapsed, for example to increase the priority of low priority calls so that they are eventually distributed, after the caller has been waiting for a certain amount of time.
A new client side chat release has been made including the following features / improvements:
Better UX
Buttons integration: This feature is mainly used with the chatbot, now it is possible to direct conversations with users by using buttons for relevant choices.
Recording integration: users can record and send a voice message.
Extended Group Search - Division by 0 error during distribution when no agents are logged in
The extended group search algorithm could throw an error "division by 0" if no agents were logged into the extended group, and the minimum free percentage of agents was set to 0. This problem has been fixed.
The following columns are now available in the Current Calls table in the ACD Supervisor: The Service Number and Name Skill 1 - the name and value of the first skill associated with the call or empty if no skill is associated Skill 2 - the name and value of the second skill associated with the call or empty if no skill is associated Skill 3 - the name and value of the second skill associated with the call or empty if no skill is associated UserData - The current user data associated with the call Additional Info - The current additional info field associated with the call
Mini Client EXE - automatic status change now ignores "settable by agent"
The Mini-Client EXE can now change status automatically using the settings in the configuration file even if the status is not flagged as "settable by agent".
Chat Event - Agent receive a chat event during a call if distribute during call is not set.
If an agent has an agent status where Distribute during call equals false, it could receive a new chat event during a call. This problem has been fixed.
REST API - Extension for running Routing Application and retrieving result
The REST API has been extended with a function allowing to run a workflow application and retrieve a result. A new IVR object "Routing Result" has been created for this purpose, which returns a JSON structure to the jrest Server, which in turn returns this to the caller.
The REST API now supports new functions to retrieve cockpit variables and set their values. The API functions are documented in the WIKI in the “Cockpit Variables REST API” section.
Active telephone number can be used for internal call signalling
New options have been added to the user configuration (User Data and User Master Data): - Agent Internal Calls with Active Tel Number - PBX Users Internal Calls with Active Tel Number - Number Internal Calls with Active Tel Number When set, calls initiated from the web client to agents, PBX users and telephone numbers - but not including call transfers- will be signalled with the active telephone number and not the service number
