This new feature allows users to generate the embedded code to enable the chat function on the video server. If the ChatEnabled option is set to true, then the caller should have a chat button and a chat window should open automatically.

It is now possible to delete non-call logs from the portal that are older than a maximum age parameter.

The paramater name is “Portal.Statistics.CallHistoryPartA.NonCallLogs.MaxAgeDays”.

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.

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.

Live Agent Functionality has been added to the jtel system. This includes the following features:

• During a call, a live transcription of the call is produced and shown to the agent, and also to supervisors, who select that agent call
• The call transcription is passed to an AI pipeline during the call which can, for example:
  • Provide help and hints to the agent on how to proceed with the conversation
  • Provide links to customer data and backend systems
  • Suggest transaction codes which may apply to the call
  • Provide a summary of the call at the end, which can be stored or copy pasted to a backend system
• Supervisors can send messages to agents, for example hints, on how to proceed with the conversation
• The live agent transcription is stored in the database for further use

Use of the live agent functionality requires either Azure Speech Services or EnderTuring speech recognition.

OAUTH2 authentication for the IMAP mail connector has been implemented.

Note - since Microsoft 365 no longer supports OWA / Exchange Mail Services, replacement of the exchange mail connector will be necessary on systems which use older style access to Microsoft email services in the cloud. If you require assistance with this, please contact your jtel partner or check out this link: https://wiki.jtel.de/x/PQA0Bw

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:

• Transaction codes which are associated with a tarif wave file. This is because tarif wave files are used to inform the caller of a change, for example, in the charge for the current call or a transaction which has been executed on the current call. This information cannot be “taken back”.
• If the call is associated with a dialler contact, and setting the transaction code causes the relevant dialler contact to be moved through the dialler workflow, this action cannot be taken back. For example, if setting a transaction code is associated with closing the dialler contact, then the contact will remain closed even if the transaction code is reset.

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.

• If the agent checks this option, then when the popup is closed either automatically, because automatic post call ends and the option to set a transaction code automatically at the end of automatic post call is configured in the ACD Group, or the popup is closed manually by the agent, then a status change to the configured ACD Status is performed.

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).

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.

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

The presence-aggregator - role PRES - has now had systemd scripts and an update script added - see https://wiki.jtel.de/x/JgA0Bw for deetails.

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.

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.

A new field Comments is added to:

• Service Numbers in a new tab
• Routing Applications in a new tab
• Routing Applications Files

You can provide any documentation or help in the new field.

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:

• If the link is within the current Salesforce instance, it is opened by Salesforce using the screenpop function
• If the link is external, it is opened in a new tab as previously

Opening the IVR editor has been removed from the Teams Plug-In and the MiniClient.

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.

Two new variables have been added to the workflow engine:

• $date_iso - the current date (at start execution of the current object) in the format yyyy-MM-dd
• $time_iso - the current time (at start execution of the current object) in the format hh:mm:ss

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.

A new Service Numbers Report 7 has been added. See https://wiki.jtel.de/x/AYAfBw for details.

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".

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.

The workflow object Variable Declaration now accepts an empty value without producing a warning.

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:

• $prefix.usersname
• $prefix.usersfirstname
• $prefix.usersemail
• $prefix.usersnickname
• $prefix.userstelactive

And when the search fails because more than one user was found, the following variable is provided:

• $prefix.userscount

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.

The following additional variables have been added to the a service number parameters:

• $acd_groups_id3
• $acd_groups_id4
• $acd_groups_id5
• $acd_groups_id6
• $acd_groups_id7
• $acd_groups_id8
• $acd_agent_groups_id2
• $acd_agent_groups_id3
• $acd_agent_groups_id4
• $acd_agent_groups_id5
• $acd_agent_groups_id6
• $acd_agent_groups_id7
• $acd_agent_groups_id8
• $acd_configuration_groups_id2
• $acd_configuration_groups_id3
• $acd_configuration_groups_id4
• $acd_configuration_groups_id5
• $acd_configuration_groups_id6
• $acd_configuration_groups_id7
• $acd_configuration_groups_id8
• $announcement13_id
• $announcement14_id
• $announcement15_id
• $announcement16_id
• $IVRMenu2
• $IVRMenu3
• $IVRMenu4
• $text1
• $text2
• $text3
• $text4

The new text parameters are edit fields which can be used for anything.

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:

• Live transcription of the call using a supported ASR engine is displayed in agent home
• A chain of AI modules can be attached to the transcription process including:
  • Sentiment analysis which displays “smilies” and angry faces in agent home as the conversation proceeds and emotions are detected in either the agent or the customer side of the conversation.
  • Extraction and display of useful “entities” using custom AI models based on the business processes, such as:
    • Automatic generation of links to the CRM or ticket system based on the ticket number or customer number
    • Suggestion of the transaction code which might apply to the call
  • Extraction and display of a summary of the call
• Any AI which supports a REST endpoint can be integrated, even your own AI module for example from Microsoft Copilot or an existing bot
• The AI chain is “unlimited” - several AIs can form a chain, with one providing the input for the next, and several AIs can be all called in parallel
• This means that AIs which take a long time to respond (like chat GPT) can still be integrated as the results will be displayed as they become available, no matter which AI produces them
• The supervisor can watch the live transcription and post comments / tips to the agent.
  • In addition the existing functions to attach to and listen to the call are available.
• All data, including the transcription and the results of all of the AIs are available in the statistics

NOTE: This feature requires special activation by jtel and may require additional licenses. Please contact jtel for details.

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.

• portal.Acd.AcdEvent.SendAgent
• portal.Acd.AcdEvent.SendGroup

Note: the following exising resource is used to hide the capability to send an event by email:

• portal.Acd.AcdEvent.SendEmail

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.

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.

A variant of the IVR Object Create AcdEvent Advanced is now available with variable parameters.

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:

• If both are empty or not provided, no appointment is set. The event will be distributed as soon as possible.
• If only a date is provided, the time is set to 00:00. The event will be distributed at the earliest on the date specified, distribution will be tried immediately if this is in the past.
• If only a time is provided, the date will be set to the next possible instance of that time. Example:
  • If it is currently 15:30, and the time is set to 10:00, the date will be set to the next day.
  • If it is currently 15:30 and the time is set to 18:00, the date will be set to the same day.
• If both a date and time are provided, the appointment is set exactly to this. The event will be distributed at the earliest on the date specified, distribution will be tried immediately if the date is in the past.

Note: the actual distribution depends on the agents logged in and the distribution requirements (skill, priority etc.).

Features Updated to Support New Functionality

• Agent Home / Mini Client
  • When creating a manual callback, the date / time can be specified by agents. The priority 50 is always used.
  • Agents can see (but not change) the priority of the event.
  • Agents can see and change the date and time of the appointment for the event. Since the event has already been distributed (the agent has the event) it is not redistributed. The agent can see the new appointment in his list and use this as a reminder. The new appointment will apply if:
    • The agent logs out and the system is configured to redistribute events from logged out agents.
    • The agent forwards the event to an ACD group
  • Supervisors can see and change the date and time of the event and the priority.
    • A change to the date / time and priority will only actually immediately affect the event if it has not yet been distributed.
• IVR Object Create Callback and Create Callback Variable
  • The fields Priority, Appointment Date and Appointment Time have been added.
• IVR Object AcdEvents Create Advanced
  • The fields Priority, Appointment Date and Appointment Time have been added.
• REST API
  • The fields nPriority, dtAppointmentDate and dtAppointmentTime can optionally be specified when an event is created.

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:

• Manual recording after caller opt-out

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:

https://wiki.jtel.de/x/VnjKBg

And the new option configurable in the ACD group is documented here:

https://wiki.jtel.de/x/_QAF

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:

• In the service number, set the new option Run Routing Application after Agent Call (Outbound) (Tab Routing)
• This will cause the same configured application to run as is configured for inbound calls after the agent call has ended if:
  • Agents hangup the call on their phones
  • Agents press the “Hangup” button in agent home

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:

• Near the start of the application (shortly after the Start object, but in principle as soon as possible so directly after the Start object)
  • Insert a Comparison object, and check the value of the variable $outbound
  • If $outbound is equal to 1, then jump to the relevant application or part of the application which should be executed after outbound calls
  • The rest of the call flow can remain as is

The IVR object Debug Variables now creates a variable dump in the .r5log (old telephony server) or .blog (new telephony server).

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.XYZ were 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:

*

*

will provide the variables $jsonData.customerNumber and $jsonData.customerName which can be used in the Long Text for the callback event.