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New Features
New Telephony Server - Heartbeat functionality | The new telephony server now supports a heartbeat functionality. Every 20 seconds a heartbeat is exchanged with the SIP stack, and a timestamp is set. If the difference between the set timestamp and the current timestamp in seconds exceeds 60 seconds, then the call will be refused with a SIP 503 - Service not available
Live Agent Functionality | Live Agent Functionality has been added to the jtel system. This includes the following features:
JTELDEV-6534 | Transaction Codes - Possibility to undo transaction codes in Agent Home and Mini Client | It is now possible to undo transaction codes for calls in Agent Home and the Mini Client. Clicking on “Reset” or the checkbox for the transaction code will perform this action. NOTE: it is not possible to reset the following:
JTELDEV-6521 | Post Call and Mandatory Transaction Code Handling - New Features | A new option Mandatory Transaction Code - Manual Post Call Status has been added to ACD Standalone and ACD Configuration Groups, which allows the selection of an ACD Agent Status for manual post call after the popup is closed. When configured, an additional checkbox Change to Manual Post Call is displayed in the mandatory transaction code popup window.
An option Mandatory TAC popup time is booked as automatic post call has been added. When configured, the time for which the mandatory transaction code popup is opened is booked as automatic post call interval on the previous call. This is performed even if the automatic post call interval expires whilst the popup is opened. A third option Closing mandatory TAC popup ends automatic post call causes the automatic post call interval to end, as soon as the mandatory transaction popup window is closed (whether automatically, or by the agent). JTELDEV-6388 | SAP ICI Connector | A SAP ICI connector has now been implemented for the jtel system. This enables screen popups within SAP and status changes from the SAP application. Call hold / retrieve and hangup are supported, and on supported PBXs call answer is also supported. JTELDEV-6520 | New telephony server - support for SRTP and TLS added | The new telephony server now supports SRTP and TLS connections. A variable %CALLSECURE_TYPE% has been added which reports the type of security being used, for example: srtp:sdes:AES_256_CM_HMAC_SHA1_80 JTELDEV-6509 | presence-aggregator - role PRES - systemd scripts and update script added | The presence-aggregator - role PRES - has now had systemd scripts and an update script added - see https://wiki.jtel.de/x/JgA0Bw for deetails. JTELDEV-6501 | Service Numbers - Copy Settings feature. | A new feature to copy settings from one Service Number to another is implemented. To do this, edit Service Number, on the top left there is a new button “Copy Settings” click and in the new page, select the Service Number to copy the settings from. The copy will exclude the data within the Master Data Tab and the Video Settings Tab, however the Parameters Tab settings are copied, which can be particularly helpful when configuring several service numbers with a similar service. JTELDEV-6499 | IVR - Create A new IVR Object: IVR object input menu DTMF + ASR with variable | A new IVR object called “IVR object input menu DTMF + ASR with variable“ is created to use variable in voice prompt and error voice prompt. JTELDEV-6500 | Add Comments field in Service Numbers, Routing Applications and Routing Applications Files. | A new field Comments is added to:
You can provide any documentation or help in the new field. JTELDEV-6498 | SalesForce - URLs in MiniClient which are inside salesforce are now opened as tabs in Salesforce | If the MiniClient was embedded in Salesforce, previously links to data in salesforce would be opened in a new tab. This behaviour has now been changed so that:
JTELDEV-6010 | Teams Plugin - IVR application editing not supported | Opening the IVR editor has been removed from the Teams Plug-In and the MiniClient. JTELDEV-6480 | Chat distribution - Option "Redistribute seen chat after agent logout" | If an agent chats with a customer and logged off, the chat session will remain active for that agent. A new option "Redistribute seen chats after agent logout" has been added in AcdGroups - Offline Parameters to allow distribution of the existing chat to another available agent when the option is enabled. JTELDEV-6482 | Workflow Engine - New Variables $date_iso and $time_iso | Two new variables have been added to the workflow engine:
JTELDEV-6483 | TTS in IVR - SSML can now be used within texts without providing a complete SSML document | SSML can now be used within texts of the TTS and related objects without providing a complete SSML document. For example, previously the following was required: Previously the input would have to have been complete SSML, for example: <speak xmlns="http://www.w3.org/2001/10/synthesis"
xmlns:mstts="http://www.w3.org/2001/mstts"
xmlns:emo="http://www.w3.org/2009/10/emotionml"
version="1.0">
<voice name="en-GB-LibbyNeural">
Your next appointment is on <say-as interpret-as="date" format="dm">21/03</say-as> at 09:00
</voice>
</speak> Now, the system creates this automatically using a template, so the only part which needs specifiying is the content: Your next appointment is on <say-as interpret-as="date" format="dm">21/03</say-as> at 09:00. JTELDEV-6467 | ACD-S-007 - Service Numbers Report 7 | A new Service Numbers Report 7 has been added. See https://wiki.jtel.de/x/AYAfBw for details. JTELDEV-6460 | User master data - capability to prevent user changing their password | A user can edit their password in User Master Data if the following resource is activated: "portal.UserData.User.ChangePassword" (activated by default). If deactivated, the user can no longer change their password. The same applies to editing the PIN using the resource "portal.UserData.User.ChangePIN". JTELDEV-6466 | New Report ACD-A-016 - Agent Status Report Sums | A new report New Report ACD-A-016 - Agent Status Report Sums has been added. This sums ACD agent status over the selected time period. See https://wiki.jtel.de/x/eYDoBg for details. JTELDEV-6456 | Workflow Object Variable Declaration - Now accepts an empty value | The workflow object Variable Declaration now accepts an empty value without producing a warning. JTELDEV-6454 | Workflow Object User Search - Search by Email Address | The workflow object User Search now has a parameter to search by the user’s email address. Also, the following new variables have been provided on a successful search:
And when the search fails because more than one user was found, the following variable is provided:
JTELDEV-6437 | Single Sign On with OAUTH2 (for example Okta) - Misleading "azurelogin" redirect URI | The misleading "azurelogin" redirect URI has been replaced with “ssologin“. Note: the functionality is the same, this change was made with respect to questions received from customers when configuring. JTELDEV-6443 | Extra Variables in for Service Number Parameters added to Routing Application | The following additional variables have been added to the a service number parameters:
The new text parameters are edit fields which can be used for anything. JTELDEV-6415 | Live Agent AI Integration | In agent home in the full web client it is now possible to integrate AI modules to aid in the processing of the conversation. The following features are available:
NOTE: This feature requires special activation by jtel and may require additional licenses. Please contact jtel for details. JTELDEV-6397 | ACD Events - capability to hide send to agent and send to group | The following resources can be used to display or hide the capability for agents and supervisors to send ACD events to other agents and other ACD groups.
Note: the following exising resource is used to hide the capability to send an event by email:
JTELDEV-6391 | Agent Home and Mini Client - New option to play sound when media event is received | A new option has been added to play a sound when a media event is received. This can be toggled in the mini client footer, or in the user master data settings. JTELDEV-6361 | Agent Home Improvement on callback handling. | When a call is made from a callback event associated with an Agent Group, the ACD group used to make the call (i.e. set the outbound telephone number) now can be selected from the call dialog – a configuration or standalone group can be selected. JTELDEV-6379 | IVR: Object Create AcdEvent Advanced now available with variable parameters | A variant of the IVR Object Create AcdEvent Advanced is now available with variable parameters. JTELDEV-6366 | AcdEvents - Extended Functions for Appointment and Priority | It is now possible to create ACD events with a priority and an optional date for an appointment. The following changes have been made: Priority Events in the queue are now sorted according to priority, highest first, then according to the received date, oldest first. If no priority is specified (or for old existing events) then a value of 50 is used. Appointment Date & Time An appointment date / time can be specified. Events are not distributed before this date and time if specified. When an event is created, the following rules apply regarding the date and time:
Note: the actual distribution depends on the agents logged in and the distribution requirements (skill, priority etc.). Features Updated to Support New Functionality
JTELDEV-6340 | Call Recording - Override call recording mode after opt-out by caller possible | In some scenarios, it is desirable for agents to be able to activate call recording manually even if a caller has opted out of the recording previously in the IVR or ACD by pressing a DTMF in the appropriate menu. A new option has been added to the ACD group configuration for call recording:
This enables manual call recording, after the caller opts out of the variant of call recording configured in the ACD group. The agent can now see whether an opt-in or opt-out has been performed by the caller clearly in agent home and in the mini client. The following WIKI page details the call recording options and processing: And the new option configurable in the ACD group is documented here: JTELDEV-6253 | Outbound Calls - Run IVR Application after Agent Call | It is now possible to run IVR applications after a dialler call or click to dial outbound call. To use this feature, the following must be done:
Note, if the service number is configured to directly enter the ACD, then this would be a nonsensical configuration. The service number should be configured to run an IVR application when this option is set. Then the following modifications should be made to the IVR application:
JTELDEV-6362 | IVR Debug Variables - now creates a variable dump in the log for all server variables | The IVR object Debug Variables now creates a variable dump in the .r5log (old telephony server) or .blog (new telephony server). JTELDEV-6342 | Manual Callback - Add custom variables to manual callback body text | It is now possible to add custom data to the body of a manual callback, which may come from an external system or user inputs in the IVR. This is performed in two steps:
For example: saving the following JSON Data to the call: * { “customerNumber“: “123456”, “customerName”: “John Doe“}* will provide the variables $jsonData.customerNumber and $jsonData.customerName which can be used in the Long Text for the callback event. Bugfixes
Bugfixes
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