The google maps page in the ACD Supervisor Groups Detail view no longer worked because the Google API being used was depricated. This problem has been fixed.
Starface v62 Connector - PbxUsers now updated when a Login / Logout event is received from the starface
After receiving a logged out or logged in event from the Starface Connector, the PBXUsers table is now updated too. The column TelStatusID is set as follows
-1 (unregistered) when a logged out event is received
The task scheduler provides the capability to run tasks at scheduled times, optionally repeating them as required.
It has the following capabililties:
Run a telephony task on a specified date and time by making an outbound call to a destination and starting the application configured on a service number
Run a workflow task on a specified date and time by starting a background daemon process and running a workflow (GUI) application
Reschedule the task on completion for a time in the future
Retry the task if it fails to start or fails to complete
Start an error task (as a background process) if the task exceeds the maximum number of tries before it completes
Acd Supervisor - Grid Layouts - Custom Layouts possible via Client Parameters
When the supervisor grid is loaded, it now:
Checks the user settings for a current grid layout. If this is present, then the grid is loaded as usual.
If the user settings contain no parameters for a grid, then the client parameters for grid 1. If present, these paramaters are applied to the user settings and grid 1 is displayed.
If there are no client parameters then the standard layout for grid 1 is saved to both the client parameters and the user parameters.
If the user changes to a new grid layout using one of the buttons “Grid 1” … “Grid 3”, the procedure is as follows:
The client parameters are checked for settings for the relevant grid. If present, these parameters are loaded to the user settings and the grid is displayed.
If not present, then the default settings for the relevant grid are loaded and saved to both the client parameters and user parameters.
The client parameters are additionaly configured using the number of the grid to be configured. Here is an example of the required client parameters for grid 2:
Agent Home and Mini-Client - Add Open Acd Event Counter
A counter for the total number of open acd events has been added to the mini-client and to agent home. This feature is enabled using the resourceAcd.AgentHome.MiniDashboard.AllGroups.OpenMediaEvents. A new table has been added to the supervisor for the total number media events which contains the following columns (the resources which control the visibility of these columns in the supervisor are shown in brackets):
Total Media Events Distributed (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Distributed)
Total Media Events Done (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Done)
Total Media Events Error (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Error)
Total Media Events New at Agent (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.DistributedNewAgent)
Total Media Events Seen at Agent (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.SeenAgent)
Oldest Media Event (over all events) (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Oldest)
New Report - ACD Transaction Codes Service Numbers Report - ACD-TAC-007
This report indicates which transaction code was set for which billing number (which is related to a service number). It contains fields showing the service number, the service number name and the number of transaction codes set.
A new IVR object Create Callback (Variable) has been added, which allows the specification of a variable ACD Group (for example $acd_groups_id) when creating the callback.
An additional parameter in the configuration file - UseWindowsPipes - has been introduced, to make the use of the command line dial functionality in a terminal server environment work:
AcdMiniClient.exe --dial <number>
Setting this parameter toTruemakes the mini client create a windows pipe which is used to communicate between the instances of the application when a second instance is started using the command line. The default setting is True so no reconfiguration is required for older config files.
ACD Group Call Flow Enhancement - Announcement "Callback already booked"
A new announcementPrompt "Callback already booked"has been added to the ACD group parameters (on the Queue Tab). If an existing and not yet closed callback event existts for the current caller and ACD Group (Standalone or the combination ACD Configuration and Agent Groups) then this announcement is played. The modifications to the call flow are documented here:https://wiki.jtel.de/x/DoFhB
ACD Queue - Change of Waiting Announcements 1-5 with new ACD Group Action Type
A new group action type “Change Waiting Announcements” has been implemented, which can be used at the checkpoint “In Queue” with a corresponding delay. In the parameters for the new group action 5 announcements can be specified. At the point in time the action is executed, the previously configured Prompt 1 …. Prompt 5 in the Music on Hold Loop are replaced and the queue music loop will restart with the new configuration.
The ID of lists is now visible in portal when editing a list, on the “List” tab. This is helpful when using IVR functions which require a dynamic list ID.
Manual Callback - prevention of duplicate manual callback
This feature adds a check for existing callbacks before they are manually created. If a callback already exists, agents receive a warning text informing them that a callback event already exists for the caller and ACD group selection made. Agents can then
Create the callback event anyway
Add a comment to all existing callbacks via a new “Comment” button.
To enable this feature, set theDuplicate manual callback event preventionparameter underAcdGroups - Offline parametersto true (checked / on).
Agent Home - Mini-Client - Micro Client - Synchronization of Outbound Group
If an agent was running several clients, for example the micro client embedded in Salesforce and the mini client using the mini-client .EXE, then changing the outbound group in one session would not affect the selection of the outbound group in other sessions. Now, the data is synchronised between the sessions. Please note, that the synchronisation period may be up to 10 seconds, depending on what the agent refresh timeout is set to.
A new parameter has been added to the User’s configuration in the portal -Max ACD Events per Agent. This limits the total number of ACD events (of any type) a user can receive.
FTP daemon - errors in telephony server when the file to be uploaded does not exist due to a race condition between file creation and upload.
The FTP daemon would throw errors if it tried to upload a file which had not yet been copied to the data directory. The root cause of the problem was a race when the call is disconnected. If the recording file had not yet been closed it could not be copied. Now, a 2 second pause is made at the end of the call if the file cannot be copied to give the recording job a chance to close the file.
PostCall - Incorrect calculation of the postcall interval.
This issue affected release 3.29 from October 2022 onwards. The postcall interval was incorrectly calculated when the agent switched to manual postcall status during a running automatic postcall, the manual postcall interval was no longer added to the automatic post call interval. This problem has been fixed.
New Report ACD-TAC-001-02 - ACD Transaction Codes Report - 02
A new report ACD-TAC-001-02 - ACD Transaction Codes Report - 02 has been introduced. This report changes the way call duration is calculated. The call duration is now the difference between the connection and the end of the call or once the agent transfer the call. The new report has three additional columns:
Agent Call Start: the time at which the call starts ringing.
Agent Call Connect: the time at which the agent answers the call.
Agent Call End: the time at which the call was disconnected or transferred.
New IVR Objects - List Functions Variable and List Lookup Variable and new Service Number Parameters
The list functions objects have been extended by two new equivalent objects which accept a variable as the list ID. The functionality is otherwise unchanged.
When parameterising a service number, the selection of 4 lists is now possible, which are passed to the variables$lists1_id, $lists2_id, $lists3_idand$lists4_id.
IVR - Implementation of $date and $time not always correct
The variables $date and $time were not updated correctly when executing some objects. Now the date and time are updated once immediately before object execution is started.
A new report variant ACD-A-002-02 - ACD Agent Calls Report 2 - 02 has been introduced. This variant also contains outbound calls, and an additional column “Type” which either contains “Inbound” or “Outbound”.
Call Recordings - restrict view to client administrators only at particular points in time during the day
Call recordings can now be restricted to being visible only to client administrators at any number of times during the day, by specifying the following client parameters:
CallRecordings.RestrictToAdmins.Time.1 ← specify the first time, for example 08:00
CallRecordings.RestrictToAdmins.Time.2 ← specify the second time, for example 14:00
CallRecordings.RestrictToAdmins.Time.3 ← specify the third time, for example 20:00
Any number of times can be specified - just keep increasing the numbers.
Shortly after the specified time, existing call recordings which are visible to users in the view Messaging … Call Recordings will become invisible to any user level accounts and will only be visible to administrators from this point in time onwards.
AcdGroups -Confluence - limitation on the number of results from the Confluence API
The confluence API has a standard limit of 25 results. This limit can be now changed by adding a new line to the query:limit=value, where the value is the number of required results.