If true, the contact is reset if it already existed. The result code, if recorded, is deleted and the number of dialling attempts is set to 0. If false, the contact is not reset. If not specified, the behaviour is as before (no change to the contact). For contacts which do not yet exist (i.e. there is no duplicate), the newly created contact is already in the reset state.
unlockContact
true / false / not specified
If true, the contact is unlocked and is available in the Dialler. If false, the contact is not unlocked. If not specified, the behaviour is as before (the contact will be unlocked). If the contact does not exist (i.e. there is no duplicate), the newly created contact is already unlocked. (This parameter is a clarification of the previous behaviour so that a contact can be specifically not unlocked, as previously it was always unlocked).
Dialler - Addition of "Skip" and "Dial Now" Buttons in Dialler Contact Preview
We have enhanced the dialler's contact preview functionality by introducing two new buttons:
Dial Now: Stops the contact preview and initiates a call to the contact immediately, allowing agents to proceed without waiting. This button could be rendered or not by enabling the following Resource: “Acd.AgentHome.Dialler.CallProcessing.SkipDiallerPreviewAndDialNow“
Skip: Ends the contact preview without calling the contact and prompts the agent to set a result code for the skipped contact. This button could be rendered or not by enabling the following Resource: “Acd.AgentHome.Dialler.CallProcessing.SkipDiallerPreviewAndSetResult”.Once skip button is clicked, you can undo the skip using the new button “Cancel Skip” in the result code.
Note, by standard, this resource is set to “prohibit inheritance” and so it will not be active, even after an update. If you wish this functionality to be available on your system then you will need to setup this resource. If it is not set, the behaviour is as previously.
If set, the filter behaves slightly differently to previously:
There is no wildcard character
Every word typed in the filter will be searched for (partial search) using AND
Only the start of words is considered. This is due to restrictions on the full text indexing capability of the database engine.
IMPORTANT NOTE:
The database engine will as standard, only index the first three characters in each word
To change this behaviour, the configuration file for the database engine must be changed to add:innodb_ft_min_token_size = 1(on all instances including the slaves)
The database engine must then be restarted
When the parameter is enabled, it is necessary to re-create the full text indexPBXUsers_FT_IX1This can be performed using the commands (on a master database):
The endpoint which is running the jtel LLM connector. This could be in your local installation, or could be provided by jtel in the cloud.
Routing Application
Select a routing application from the dropdown which will be run of the bot or user ends the conversation.
Model
gpt-4o-2024-08-06
The model to use.
API Key
The API key for your subscription.
Temperature
0.3
The temperature for the model.
Maximum Answer Tokens
16384
The maximum number of tokens to be requested in the answer.
Maximum Total Tokens
128000
The maximum total tokens for the conversation including any information embedded in the initial prompt.
Prompt
The prompt for the LLM. This should include any information you wish to embed. Note that markdown is a good choice to structure the information correctly for the LLM.
The chat connector will then communicate with the LLM connector to execute the required functionality.
Exactly what kind of conversation is had - depends totally on how you instruct the LLM in your prompt.
Dialler REST API - Contacts History not guaranteed to be sorted
When retrieving the contact history for a contact using the REST API, the contact history was not explicitly sorted. Whilst the database engine appears to retrieve the records in physical order (i.e. the order in which they were created) this behaviour is not documented and therefore not guaranteed. An ORDER BY clause has been added to ensure the contact history is in the same order as it was created.
ACD-E-001 - Report Improvements and Additional Columns
The report ACD-E-001 has been extended. The following additional columns are provided:
Comments - any comments entered by the agent or system are shown
Distribute Time - the time spent in a distribution state (enter system or distribution state)
New Time - the time spent at an agent in the status “New”
Seen time - the time spent at an agent in the status “Seen”
Calls time - the time spent by agents on phone calls, whilst the event is in the “New” or “Seen” status
Waiting Time New - the net time the event was waiting in the “New” status. This is calculated as: New Time - Calls time
Handling Time - the net time the event was waiting in the “Seen” status. This is calculated as: Seen Time - Calls time
Transaction Codes - a comma separated list of transaction codes recorded in each state
Below each event, the sums of these columns are calculated.
At the bottom of the report the summary includes the total, minimum, average and maximum values of the new columns (except for transaction codes) and the total number of events in the report.
Note the new count variable, which is added whenever a JSON Array is parsed.
Now it is possible to use an index variable to access the individual records.
Declare a variable$indexand set it to 0.
Consider the following expression:
$records.$index.name
Previously, the result of parsing this expression would have been:
$records.0.name
Now, if the variable parser replaces a part of an expression, it will attempt to parse the result again. This will result in the above result being parsed again, which produces the output:
A new variablecockpit_resulthas been added, which contains the result of the last cockpit variable function. This is set to 0 at the start of the call. After every cockpit variable operation, it is set to 1 if the operation was successful, and 0 if not.
This can, for example, be used to limit the number of parallel calls within an application. The cockpit variable should be a counter, and the logic to increase the counter can be implemented with compare and increment. The increment is only performed, if the value is below a defined maximum value. The counter should then be decremented at the end of the call, if the value of thecockpit_resultvariable is 1 → which means the counter was successfully incremented during the call.
Report ACD-S-007 - Hangup Seconds and Service Level Seconds now selectable from 0 to 120
In the Service Numbers Report ACD-S-007, the service level seconds are now selectable from 0 to 120 instead of the stepped ranges which were previously used.
Dialler - Contact number is not displayed in contact preview.
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 inAgent Home - Call Details.
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.
Agent Home - CRM link is not clickable when not using http or https
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 *#
{acdUserStatusBean.CRMFormattedLink}
* 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:
Wildfly - Old caches are not deleted after Wildfly restart
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.
TAC - Incorrect TAC display when using the transfer type ‘Transfer with query options’
The problem can be reproduced by performing a complete group transfer to a group in which no agent is connected. As soon as the call is in the queue, we connect an agent and answer the call. If the original and the target group have different TACs and the transfer type is ‘Transfer with query options’, the transferred agent receives a TAC popup with incorrect content. This problem has now been fixed.
Dialler - Result Code Popup too small to show all the content in Mini Client.
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.
Manual Dialler - Editing a dialler contact leads to an incorrect tab
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.