InputASR Object - Add a new timeout: Timeout Between Words.
In the IVR objectInputASR, a new timeout has been added - “Timeout Betweeen Words“. This timeout defines the maximum value of silence between words. The default value is 1500 ms. Once this timeout has occurred, the ASR will calculate the final result.
Resetting the password from the login page can now be prevented with a system parameter “ACD.Login.PasswordReset.Enabled“. This parameter should be 1 or 0. If this parameter is set to 1, the password reset link will be displayed.
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
NOT CRITICAL - log4j-1.2.14.jar was present in the deployment package for the web application
log4j-1.2.14.jarhas been removed from deployment package for the web application. Note: it was never loaded by the webserver, so no potential security risk was present.
It was not possible to remove the azure login button from the login screen, even if there was no azure authority configured in the client account. This problem has been fixed.
FTP Upload - Upload call recordings into a second FTP server if configured in a second Client.
It is now possible to configure a second FTP server so call recordings can be uploaded to a second FTP server.
This is performed by creating a second client, then adding a Client parameterFTP.CallRecordings.CopyJob.ClientsIDin the first client which contains the Clients.ID of the new client.
The credentials for the new FTP server are created in the second client account, and the FTP jobs will be copied from the first client to the second client, resulting in two uploads.
A further parameterFTP.CallRecordings.CopyJob.UsersIDscan be used to constrain the users for which the job is copied. This parameter is provided as a comma separated list.
NOTE: do not put any spaces or other characters between the IDs - this will not work.
Supervisor - Cockpit Variables - very long name prevents operation of sliders
If a cockpit variable had a very long name, then the text would overflow out of the tile in the supervisor covering the previous slider (the one rendered above). This would prevent operation of the slider control. This problem has been fixed - the name is now truncated, the full name of the cockpit variable can be seen by moving the mouse over the shortened text.
When adding a comment in a Media Event in the ACD Supervisor view, a new empty line was added in the history table instead of the comment. This problem has been fixed.
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.
Azure Login - No information about login configuration problems.
No information is showed in case of a login error when the configuration is not correct. This problem has been fixed by displaying the full exeption message in the login dialog.
Task Scheduler - error in server process (no effect on actual running of the tasks)
An error was produced in the server console when a task was scheduled and the error task was to be run. If not configured, this would result in an error in the telephony server console. Note: the rescheduling of the task would proceed as normal so there was no impact produced. This
Teams Connector restarts in a loop when a read timeout occurs
The Teams connector restarts in a loop when a read timeout exception occurs. This happens on installations which monitor Teams instances with a lot of Teams users resulting huge log files and sometimes stopping the connector. This problem has been fixed.
AgentHome and MiniClient - Tab Calls - Outbound Call Signalling is incorrect
In AgentHome and the MiniClient - when using the “Call” function, the outbound calling party number signalling was incorrect if the Name of the service number contained digits - these were added to the end of the calling party number. This problem has been fixed.
A new feature that enables a report to be uploaded to an FTP/SFTP server has been implemented.
In the report subscription, if “Upload to FTP Server” is selected, the report will be automatically uploaded to the FTP server configured in Client Master Data.
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:
Define JSON Data and add this to the call using the object “Save additional Info and Userdata” - in the JSON field. NOTE: be careful to format the JSON correctly. Updating the JSON Data attached to the call will result in variables being provided in the form:$jsonData.XYZwere XYZ is the name of the field provided in the json.
Update the Long Text for the manual callback ”*Acd.AgentHome.Callback.Body*”, and use the JSON data variables.
For example: saving the following JSON Data to the call:
Chat - Send chat event to Agent or Group does not remove the event from the first agent.
When sending a chat event to another Agent or Group, the event remains open in the first agent and he can still send messages to the client, close, hangup and do all actions. This has been fixed, the event now disappears from the first agent and the view is redirected back to the previous page.
JSESSIONID in the URL should be ignored by the webserver
In some cases, the session ID could be added to the URL by the browser. The server incorrectly included this in redirects causing an ajax exception. This problem has been fixed.
When an anonymous caller created a callback twice, the first created callback would erroneously be commented with “Caller requested another callback” when using request callback variant 1 and 3. This problem has been fixed.
Voice Mail Transcription - did not add transcription to voice mails sent by email
The Voice Mail Transcription did not add transcription to voice mails sent directly by email (distribute via ACD was set to false). This problem has been fixed.
If a client was copied, and a group rule was present “Overflow To Group”, then the incorrect ID would be used for the AcdAgents group rules resulting in erroneous group overflows
New variable for Call Recording Filename - FTP Upload
A new variable$statisticsparta_idcontaining the ID of the StatisticsPartA record for the call has been added to the FTP upload filename variables for call recordings.
Play a configured prompt file or use Realtime TTS to play a prompt
Start the ASR during the prompt if barge-in is configured, otherwise after the prompt
Process the ASR result using an entity extractor
Currently the following extractors are available and tested for German and English:
Any Speech (full text)
Digits
Money
Yes / No
Further extractors including dates / times and extractors for other languages are currently under development.
Note, this requires a Microsoft Azure Cognitive Services Subscription and the following parameters to be set in the Clients Parameters table:
Azure.SpeechServices.APIKeySet to the key required to access the subscription.
Azure.SpeechServices.EndPointSet to the end point to be used. For example https://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
Azure.SpeechServices.RegionSet to the region you wish to use. In most cases you can specifywesteurope
A new realtime TTS object has been added to the IVR. The functionality is exactly the same as the Voice Play object, only a TTS engine is used.
Note, this requires a Microsoft Azure Cognitive Services Subscription and the following parameters to be set in the Clients Parameters table:
Azure.SpeechServices.APIKeySet to the key required to access the subscription.
Azure.SpeechServices.EndPointSet to the end point to be used. For example https://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
Azure.SpeechServices.RegionSet to the region you wish to use. In most cases you can specifywesteurope
TAC-Display wrong in Mini Client on the first call of a newly created user
The TAC-Display was wrong in the Mini Client on the first call for a newly created user, due to an incorrect page size being used for the display of the TAC table. This problem has been fixed.
IMAP Mail Connector - Inbox folder for a New Client must be created automatically
The inbox folder for a new client would not always be created when a client was created then an IMAP connector was created. This problem has been fixed.
New Tab Current Calls in Agent Home and MiniClient
A new tab “Current Calls” has been added to Agent Home and the Mini Client.
This tab shows the current calls which are in the queue waiting in all ACD groups the agent is a member of.
Agent Home
On the left hand side of the call “card”, the following information is shown:
A Party Number
Start of call (time of day)
Duration of call from call start
Waiting time from entering the ACD queue
The ACD Group
The service number
The right hand side of the “card” shows the following information:
User Data
Additional Info
The right hand side of the “card” can be customized using AsciiDoc by defining the Clients ParameterLayout.AgentHome.CurrentCalls.Call
Mini Client
On the left hand side of the call “card”, the following information is shown:
A Party Number
Start of call (time of day) followed by the waiting time from entering the ACD queue in brackets
The ACD Group
The service number
The right hand side of the “card” shows the following information:
User Data
Additional Info
The right hand side of the “card” can be customized using AsciiDoc by defining the Clients ParameterLayout.MiniClient.CurrentCalls.Call
Call Pick-Up
Agents can “pick” the call from the queue. The requirements for the agent are:
A telephone number is set. This can be achieved (even when logged out) by clicking on one of the telephone numbers in the header of the full client or the mini-client.
The agent is not occupied with another call or has been determined as the next agent for another call in the queue by the distribution algorithm.
Using this function is usually better when in the status “pause” or another status, where new calls will not be routed to the agent directly by the system.
Media Events - Add custom variable to Callback and Voicemail body text
This feature allows adding custom data to the body of a Callback / Voicemail media event, which may come from an external system or user inputs in the IVR.
This is performed in two steps:
Define JSON Data and add this to the call using the object “Save additional Info and Userdata” - in the JSON field. NOTE: be careful to format the JSON correctly. Updating the JSON Data attached to the call will result in variables being provided in the form:$jsonData.XYZwere XYZ is the name of the field provided in the json.
Update the Long Text for the callback or voice mail, and use the JSON data variables.
For example: saving the following JSON Data to the call:
Will provide the variables$jsonData.customerNumberand$jsonData.customerNamewhich can be used in the Long Text for the voice mail or the callback event.
TrafficManagementPolicies - Complete Removal from System
Traffic management policies are no longer supported by the system. This feature, typically used in older IN (Intelligent Network) systems should now be implemented using an appropriate solution in an SBC where required.
JTELStats2 - CompressedACDB15 and CompressedACDBDay
JTELStats2 now contains two now compression routines - CompressedACDB15 and CompressedACDBDay tables are provided which compress the statistics based on an ACD Groups view of the calls. This means that for example, if a call is transferred from one group to another, it will be counted twice in the report. This type of counting is useful, for example, when using some personell planning tools which require a group / queue based view of the data for predicting the number of required agents.
See
Two new workflow objects have been created:
AcdEvent Create Advanced
SalesForce Generic Query
AcdEvent Create Advancedallows for the creation of ACD events specifying the following parameters:
Type of event
The ACD group to which the event should be distributed
The Agent to which the event should be distributed (optional)
Event sender
Event receiver
Subect
CRM-URL
User Data
Body Data
Skills and Timeouts
It is recommended, that the previous version of the object, AcdEvent Create, no longer be used.
Call Transfer - Blind Transfer - incorrect AcdStatisticsPartBID used in StatisticsPartB record
When a call transfer from one ACD group was made by an agent to another ACD group using blind transfer - the incorrect AcdStatisticsPartBID was used in the StatisticsPartB record. This problem has been fixed.
AcdStatisticsPartB - New Field AcdGroupEntryReasonsID
A new field AcdGroupEntryReasonsID has been added to the ACD statistics table AcdStatisticsPartB. It can take the following values:
NULL = The call was routed directly to the acd group and this is the first acd group the call has been processed in
1 = The call was routed to the ACD group due to an agent making a call transfer from one group to another group (blind or assisted)
2 = The call was routed to the ACD group by a group rule overflowing from one group to another
3 = The call was routed to the ACD group by the IVR and this was not the first group the call was processed in (so the call was in the ACD, left to go back to the IVR and then was routed to another ACD group by the IVR)
Existing Data:
It is not possible to reliably detect value 1 or value 3 (call transfer by an agent or IVR routing back to the ACD) in existing data. When an update to this release is performed, old data will contain the correct value NULL for direct routing to the ACD group or 2 (overflow) for all other cases.
The http Request object has been removed. Applications which use this functionality should replace the object with either REST Query or REST Query Advanced, which both provide the necessary functionality.
Task Scheduler - When Maximum Tries is set to 0, the error process runs immediately
Task Scheduler - When Maximum Tries is set to 0, the error process runs immediately. Instead, at least one attempt at running the task should be attempted. This problem has been fixed.
A new report variant of ACD-G-002 has been produced. The report contains one table per selected ACD group instead of one table for all of the selected ACD-Groups.
The button “call” was visible in agent home for agent groups. The button is now disabled, as it is not possible to call an agent group directly, rather an associated configuration group must be called.
The cut and paste javascript code for the integration of the video server now uses the correct domain name as configured in the client master data instead of an example domain.
SalesForce Generic Queryprovides a totally generic API which can be used to communicate with SalesForce endpoints.
It could be used, for example, to replace the existing SalesForce getCallerInformation queries. It can use any REST endpoint defined in the SalesForce instance, including endpoints which are not necessarily created using Apex but other methods such as flows. The following parameters can be speciffied:
The REST Endpoint URL within the SalesForce instance
Four generic parameters passed to the REST Endpoint
A query parameter (multiline) passed to the REST Endpoint
The object has four outputs, which are selected depending on the return value of the REST API called:
Found - used when the REST endpoint returns 200 OK
Many - used when the REST endpoint returns 300 Multiple Choices
Not Found - used when the REST endpoint returns 404 Not Found
Error - used in all other cases
For 200 OK and 300 Multiple Choices the JSON parser is used to parse any returned and valid JSON information into variables which are provided to the workflow as variables of the form $SalesForce.xzy where xyz is the name of the actual JSON field provided.
The report ACD-S-002 - Service Numbers Report 2 - excel variant used the wrong template. This problem can be mitigated by deleting the file//acd-store/shared/Data/system/jasper/Statistics_ServiceNumbersReport2.xls.jrxmland is automatically fixed when an update to this version is performed.
CORS problem in Miniclient EXE using external login service
A CORS problem could occur when using the Miniclient EXE in combination with an external identity provider (reproducable with Octa). The mini client no longer sends stored cookies to external URLs, such as those of the identity provider’s login service, which prevents this issue.
An unnecessary reference to an unused library caused log4j version 1.4 jar to be present in the portal war file. This dependency has been removed. Please note, it is not necessary to patch existing installations, as the file was never used by the webserver.
InputASR Object - Add a new timeout: Timeout Between Words.
In the IVR objectInputASR, a new timeout has been added - “Timeout Betweeen Words“. This timeout defines the maximum value of silence between words. The default value is 1500 ms. Once this timeout has occurred, the ASR will calculate the final result.
MiniClient EXE - User-Agent http request header is configurable in config file
A new parameter was introduced to the the MiniClient configuration file:
BrowserUserAgentHeader
If the value is not empty, this overrides the user agent header used by the mini client EXE browser when it makes requests. If not configured, the value used is as follows:
Mozilla/5.0 (Windows NT 6.3; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/53.0.2785.116 Safari/537.36 JTELMiniclient/2.0
It was not possible to remove the azure login button from the login screen, even if there was no azure authority configured in the client account. This problem has been fixed.
IVR Objects - Extend existing IVR Objects with Realtime TTS
Realtime TTS can now be used in the following IVR objects:
Input Menu DTMF
Input Menu DTMF ASR
Input Menu DTMF Variable
Input Digits DTMF
Input Digits DTMF ASR
Note, this requires a Microsoft Azure Cognitive Services Subscription and the following parameters to be set in the Clients Parameters table:
Azure.SpeechServices.APIKeySet to the key required to access the subscription.
Azure.SpeechServices.EndPointSet to the end point to be used. For examplehttps://westeurope.stt.speech.microsoft.com/speech/recognition/conversation/cognitiveservices/v1
Azure.SpeechServices.RegionSet to the region you wish to use. In most cases you can specifywesteurope
Changes have been made to the way the chat loads the override.css file. It is now only loaded when the iframe for the chat is loaded, and not on every rebind attempt.
Supervisor - Inbound Status: The popup for selecting columns in Total Media Events cannot be opened.
In the Supervisor - Input Status view, the popup responsible for displaying the column selection is not rendered from the table of total media events. This issue has been fixed.
Call recording whilst supervisor monitoring active
The call recording button was visible whilst call monitoring (by the supervisor) was in progress. The button is no longer visible in this state. Please note, it is currently not possible to allow monitoring in this state.
A new object Task Clone has been added to the Workflow / IVR GUI. This object is capable of cloning existing tasks and scheduling them at a future date based on varous parameters. The fixed parameters of the task are cloned by the object (such as whether it is a repeating task, which service number to use, etc.) and the variable parameters are specified as parameters to the object, such as the destination and json parameters.
The parameterPortal.TaskScheduler.MaxAgeDayscontrols the new cleaner for the task scheduler. This cleans up tasks which are in the DONE state and are older than the configured number of days. Note, that tasks which are reqired as templates for cloning should simply be set to the READY state and deactivated. Do not leave a task in DONE if it is to be used for a clone.
FTP Upload Call Recordings - space in Acd group name breaks upload
A space in the Acd Group name would break the FTP upload of a call recording. This problem has been fixed, spaces are now URL encoded with %20 before uploading.
IVR / Workflow GUI - all Categories of objects and objects now sorted alphabetically
The object categories and the contained objects in the sidebar of the GUI (object selection) are now sorted alphabetically for the user’s selected language.
Task Scheduler - Next Schedule Interval only calculated for repeating tasks
The task scheduler could hang on non-repeating tasks which were being rescheduled erroneously. This problem has been fixed.
TTS Engines - irritating sort order of engines in the IVR GUI
The TTS Engine list in the IVR GUI dropdown lists was not sorted correctly. This resulted in de-AT and de-CH being at the bottom of the list, instead of above de-DE for example. This problem has been fixed.
FTP Upload - Upload call recordings into a second FTP server if configured in a second Client.
It is now possible to configure a second FTP server so call recordings can be uploaded to a second FTP server.
This is performed by creating a second client, then adding a Client parameterFTP.CallRecordings.CopyJob.ClientsIDin the first client which contains the Clients.ID of the new client.
The credentials for the new FTP server are created in the second client account, and the FTP jobs will be copied from the first client to the second client, resulting in two uploads.
A further parameterFTP.CallRecordings.CopyJob.UsersIDscan be used to constrain the users for which the job is copied. This parameter is provided as a comma separated list.
NOTE: do not put any spaces or other characters between the IDs - this will not work.
Supervisor - Cockpit Variables - very long name prevents operation of sliders
If a cockpit variable had a very long name, then the text would overflow out of the tile in the supervisor covering the previous slider (the one rendered above). This would prevent operation of the slider control. This problem has been fixed - the name is now truncated, the full name of the cockpit variable can be seen by moving the mouse over the shortened text.
Customizable Display Possibilities for Calls in Agent Home and Mini Client and usage of JSON Stuctured Data in Calls
It is now possible to customize three areas in agent home and the mini client, for the actual information displayed when a call is received.
The level of customization is high, the display of the information is based on asciidoc - a variant of a markdown language. With this highlighting and coloring is possible, tables can be displayed, and and number of individual links can be added. Even the display of graphics hosted on a separate server is possible.
Customization can either be applied globally, or on an individual ACD Group basis. Using the feature on an individual ACD group allows, for example, the greeting and group specific information or links to be displayed.
JSON data call be attached to the call in the IVR call flow, enabling much more data to be attached than previously. For example, a complete customer record with name, address and contact details, purchased products, etc. could be attached and displayed using an asciidoc template.
IVR GUI - "Close" button cut off (slightly) when the popup is dynamically resized
In some IVR GUI objects, when a selection is made the size of the popup changes. This could result in the “Close” button being still visible, but slightly cut off at the bottom of the popup
