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
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.
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.
Reports - ACD-G-003-002 - Voicemail and callback calls are counted even thought events are not created.
Voicemails and callbacks that was not generating a media event because nothing was recorded or the recording was too short were counted in the report. This has now been fixed.
ACD Group Action "Call Back or Voice Mail" - Change to statistics
Previously, if the group action “Call Back or Voice Mail” was used, the statistics would always count the resulting event as a callback, even if it was a voice mail. Now, once the user has made the choice by DTMF, the type of group action is changed in the statistics table to the actual type of event booked.
Dialler - User stucks in TAC status and not able to call dialler contacts.
The user is not able to call dialler contacts because he is stuck in TAC status. To reproduce this problem, you need to do an outbound call from a callback event and set a TAC, then start a dialler.
The user is not able to set a result code and the popup hangs. This problem has been fixed.
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.
Reporting API - Resources - The order of using resources (properties) for jasper reports has been changed.
The order of using report resources has been changed, to enable less resource files to be required.
The portal now applies this algorithm:
First a search for a resource file for the user’s selected portal language in the {{Data/system/jasper }}directory which corresponds to the report being executed.
If not found -> search for an English resource file in the {{Data/system/jasper }}directory.
If not found -> use the reportmessages properties file in the portal .war file.
This enables the creation of reports and properties more easily, without having to create resource files for all languages.
For example, given these files:
myReport.jrxml
myReport_de.properties
myReport_en.properties
If the user is running the portal in German, then the properties filemyReport_de.properties }}will be used. In all other cases, {{myReport_en.propertieswill be used. This means, that translations can be provided only for the required languages, with the fallback being english in all cases.
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.
Presence Aggregator Logging - now limited by size and the number of files
The logging configuration for the presence aggregator (Teams, Cisco, NFON connectors) has been modified to limit the size and the number of files produced in a single day. A tight loop could be caused if the authentication data was incorrect for a connector, causing a rapid increase in log file size and number.
The reportService Numbers Report 5does not count calls correctly when a billing number is used in more than one service number. This problem has been fixed.
A1 (Austria) has been implemented as an SMS provider. Currently only sending is supported. Please note, the provider does not allow specification of any sending number, these must be configured in the SMS account by A1.
Telephony Server - RE-INVITE without SDP causes DTMF detection to fail
If a RE-INVITE without SDP is received mid-call, then RFC based DTMF detection would fail. The sequence of SIP events to reproduce this is:
→ INVITE (with SDP)
← TRYING
← OK (with SDP)
→ ACK
…
→ INVITE (without SDP)
← OK (with SDP)
→ ACK (with SDP)
This problem has been fixed in Telephony Server Version 5.23.27.
Please note, that this SIP sequence, whilst technically probably allowed when considering only “should” clauses in the RFCs, is not executed by well mannered SIP servers as there is no compelling use-case for this sequence of messages. Most customers will therefore not be affected by this issue.
has been added to the configuration file of the V2 SWYX connector. This allows the connector to receive information, but not actively update the portal. Using this feature, debugging and configuration activities can be carred out on a running system.
Transcribe voice mails using Azure STT - New Clients Parameters added
A new tab “Parameters” has been added to the Client Master Data form in the portal. Client Parameters will be used to implement some new features to reduce the necessity of portal updates. The first implemented feature is the transcription of voice mails to text. When activated, the content of the transcription is added to the ACD event or email created containing the voice mail file.
This feature requires customers to provision an Azure Speech Services instance in their own Azure instance and provide the API key. The use of this feature will incur costs in Microsoft Azure.
To activate this feature, the following Client Parameters must be added to the client account:
REST Query Advanced - CURL command added for debugging purposes
The CURL command used to call the web service is saved to $resultPrefix.command for debugging and logging purposes. This can, for example, be used in an email body when generating an error mail for failed REST services.
Callbacks - ACD Groups Options, SMS confirmations, REST and Statistics API - Increased Functionality
Handling
Callbacks can now be sent to an ACD configuration group. If specified in the call flow, the corresponding ACD agent group will be used. If not specified, the primary ACD agent group as configured in the configuration group will be used. This in particular applies when agents create manual callbacks by specifying the configuration group in the agent client.
The ACD Event history table has been made less “noisy”. The status change was duplicated in the comments field - where this applies, the comment is no longer shown.
ACD Groups Options
The following options have been added to the offline parameters page of the ACD group configuration. These options apply to ACD Configuration groups and ACD Standalone groups. Confirmation SMS messages apply to detected mobile callback numbers. This detection uses the Area Codes table in the portal. If moble numbers are not available for your country, please contact jtel for further details.
Confirm automatically created callback requests by SMS
If specified, callback requests which are created automatically in the call flow due to mobile callers hanging up in the ACD queue, will be confirmed by SMS.
Confirm caller created callback requests by SMS
If specified, callback requests which are created by mobile callers using a DTMF option in the call flow to request a callback will be confirmed by SMS.
Confirm agent created callback requests by SMS
If specified, callback requests which are created for mobile callers by agents manually using the callback popups in the agent client will be confirmed by SMS.
Duplicate callback event prevention
If specified, callback requests which are created automatically will be checked for duplicates. A duplicate is deemed positive, when the ACD group and the ACD configuration group is equal. If found, the existing callback event will be commented preventing duplicate events.
The REST API to create an ACD event now supports the parametersacdConfigurationGroupsIDandacdAgentGroupsID. This allows for sending of events to ACD Configuration / ACD Agent Group combinations.
Either specify acdGroupsID or both acdConfigurationGroupsID and acdAgentGroupsID. If only the parameteracdGroupsIDis supplied, a configuration group may be specified. In this case, the primary ACD agent group associated with the configuration group is used as the recipient of the event.
STATISTICS API
The following field has been added to the AcdEvents table:AcdEventsCreatorTypesID.
This field can take on the following values:
Value
Meaning
1
Created automatically due to hangup in ACD group queue
Extended E-Mail Client - support of Microsoft 365 Exchange Authorization with OAUTH2
The extended E-Mail client now supports Microsoft 365 Exchange Authorization with OAUTH2. The necessary parameters have been added to the Client Master Data form on the EMail Tab. If legacy authorization is to be used, then simply the email server and user should be specified, with a password as usual. To use modern authorization, specify the Tenant ID and Client ID parameters. In this case, the password field should be configured to contain the client secret. If all are specified, then the Microsoft Graph API is used to send the email using modern authorization.
IVR Object ACD-Group Information - Counts the "Read only and invisible" agents as available agents
The IVR ObjectACD-Group Informationcounted agents that had a mapping "Read Only" and "Read Only (invisible)" as available agents. This type of mapping does not allow agents to answer calls. Therefore, they should not be counted as available agents. This problem has been fixed.
SMS - Lox24 send SMS fails if sender has more than 16 characters
Sending an SMS from the "Agent Home - Call" tab results in an error if the sender has more than 16 characters when using the Lox24 provider. This problem has been fixed.
SMTP send utility migrated to .NET Core 6 and linux
The SMTP send utility used by the portal has been migrated to .NET Core 6 which works on both windows systems and linux systems. Note: .NET 6 must be installed before using this.
DynamicPriorityGroupsTargets - Too many entries result in SQL statements jam in MySQL server
Old entries in the dynamic priority groups targets tables are not used. If these tables become too large, it can cause a jam of SQL statements on highly loaded systems. This problem has been fixed by adding a cleaner process which runs with the nightly cleaning routines.
SMTP send utility supports modern authorization using OAUTH2 and MS Graph
The SMTP send utility now supports the sending of emails using the MSGraph API using Azure AD authorization with modern authorization.
The necessary parameters have been added to the Client Master Data form on the EMail Tab. If legacy authorization is to be used, then simply the email server and user should be specified, with a password as usual. To use modern authorization, specify the Tenant ID and Client ID parameters. In this case, the password field should be configured to contain the client secret. If all are specified, then the Microsoft Graph API is used to send the email using modern authorization.
IVR Connect Object - a configured announcement was still audible after the destination play type had been changed
After removing the settingVoice PromptinDestination Play Typein the Connect object*,* the announcement was still played in calls. This problem has been fixed, now the announcement is not played if the type has been changed.
Enforce Block-Dialling for incoming calls - overlap dialling no longer supported
Block dialling is now enforced for all incoming calls. Overlap dialling has essentially become obsolete for VoIP installations and this change should not affect customers using VoIP.
Callback Requests - Manually Created for Configuration Group
Manually created callback requests for an ACD configuration group are now correctly forwarded to the primary ACD agent group. Previously, these events would hang in the queue forever.
AcdGroups - The copy function in AcdGroup did not copy all parameters.
When copying an AcdGroup, not all settings were copied. This problem has been fixed. Also a new checkbox 'Copy Parameters' has been added to copy all AcdGroup parameters if present.
Critical Bug - Post-Call Time is not updated on last call when agents logout
A critical bug which caused post call time not to be updated when an agent logs out has been fixed. This problem was introduced in 3.29, we recommend you contact jtel to implement a patch to your system if you are affected by this problem. Note: past statistics cannot be repaired.
A new report variant of ACD-001 has been implemented - ACD-001-02, which includes the following new colums: Serviced, Serviced % and Hangup %. See here for more details:https://wiki.jtel.de/x/1wIpAg
REST - Run Routing Application - now records call logs
When using the REST APIClientsID/routingApplications/run/IDto run a routing application, it is now possible to pass the following parameters in the POST data.
If present, these will be used as the caller ID and called ID numbers, and recorded to the table JTELLog.CallLog. This enables the REST call to be found in the Call Log window. Note, the call log analyser will not show REST calls, only real calls are shown here.
IVR Object - ACD Group with Variables: an empty value in skills timeout throws an error in telephony server
If the IVR objectAcd-Group with Variableswas used and the skills timeout value was left empty, an error occured in the telephony server and the table varCallData was not updated correctly. This problem has been fixed.
Supervisor - Grid Layout 1, has been modified to be based on Grid Layout 2, but without the “All Agents” area. The size of the “Current Agents” and “Active Calls” areas have been increased.
Mini Client - changes in resources are not applied in Mini Client.
Updating a resource to hide a tab in agent home was not applied to the Mini Client in some cases. This problem has been solved. The fix applies to the following resources:
Supervisor - "In Location" changed to "Present" - additional counters for supervisor and widgets for wallboard
The flag “In Location” has been changed in ACD agent status. This parameter was previously not used for any logic.
Now, status can be created which show agents who are theoretically available for work. This is now termed “Present”. A column has been added to the supervisor agent tables to display this information. Additionally, wallboard tiles “Agents Present” are available for each group and all visible groups for the logged in supervisor.
Outgoing Caller Number Translator - no longer adds + to numbers less than internal number length
The outgoing caller number Translator would prefix a plus to numbers which were less than the internal number length, even though this would not result in an E.164 number. This problem has been fixed.
Video call iFrame: Improvement of the message displayed when only audio permission is requested.
When using audio only mode in the video call configuration, a message asking for audio and video permission is displayed when starting the video call. This message is enhanced and displays a message according to the requested devices.
Video Call - Add three calls option in ServiceNumber - Video Call tab
This function adds three modes for starting a video call:
Start a video call with audio only.
Start a video call with audio and video.
Start video call with screen sharing function.
The javascript code can be copied by selecting the required option. Note, as this functionality is initiated by the customer webserver, the option is not saved.
In order to be able to create campaigns manually faster and to be able to use “template campaigns” optimally, a “Copy” button is now added to the dialler campaigns next to the “New” button.
A new IVR object called “Run Script”has been implemented. This object allows a python script to be run. The name of the script should be the input for this object. The script parameters are separated by spaces. The new object requires a configured system parameter “Portal.RoutingApplicationObjects.RunScript.Command".
NOTE: This functionality is currently only supported on private cloud and on premise instances.
MySQL Server - Leak of temporary tables in some stored procedures
A memory leak in an exit handler in some routines has been fixed to drop drop some temporary tables. This helps prevent excessive memory usage in the MySQL server.
ACD Group Statistics - Incorrect statistics when callers hangup during long waiting time announcement
If callers hungup during the long waiting time announcement, the call would be incorrectly recorded with AcdGroupEndReason 1, 2 or 3 (depending on the previous call flow), however the timestamp dtQueueStart would be set.
This behaviour has been fixed. Now:
when calls enter the queue, and the long waiting announcement is made, and the caller hangs up, the call will be recorded as “hangup in queue”.
During the long waiting announcement the distribution algorithm is active. If an agent is found for the call, then the distribute start timestamp will be set although the agent phone will not be dialled until the long waiting announcement has actually ended.
Agent Home - name conflict when an agent joins a video conference
When a video call is initialised and an available agent joins the video conference, all participants have a twisted nickname. This problem has been fixed. The agent new has the nickname as configured in the portal displayed, or ‘Agent' if no nickname is configured. The caller now has the nickname configured in the pdata parameter, or simply 'Caller’ for the caller ID if it is empty.
New Video Call Server - Agents can now participate in a video conference with callers from the website
A module for video calls is now available and configurable via the service number parameters. This feature allows users to make:
Audio only calls
Audio and video calls
Audio and video call with screensharing
from the customer website directly to the call center. Calls are distributed via the jtel ACD using all available functions, IVR and ACD. Agents can join the video conference from Agent Home using a link provided in the agent client.
This feature allows jtel clients to integrate “click to call” directly into their websites. Also, the scanning of QR codes can be used to create user or devide specific video call rooms for technical support purposes.
Dialler - improve appointment calendar view to show the current date/time if appointment is in the past.
The dialler appointment calendar was showing an old appointment date regardless of whether it was in the past or in the future. Now, if it is in the past, it is rounded up to the nearest next one hour in the future.
ACD Group Rule Callback or Voicemail - Menu now repeated twice
The menu prompt “press 1 to be called back, press 2 to leave us a message” is now repeated twice, before automatically proceeding to option 2 - record voice mail - if the caller does not press a DTMF key.
SMS Receiver Lox24 updated to newest API (notification endpoint API)
The SMS receiver for Lox24 has been updated to the newest API (the notification endpoint API). All previous APIs have been depricated as this was causing incompatibilities.
Portal Contact Matching on suppressed numbers could incorrectly report the wrong contact
The portal contact matching algorithm could incorrectly report the wrong contact when the calling party number was suppressed by the caller. This problem has been fixed.
ACD Group Check Point "Start Out of Standard Service Times" Removed
The ACD group check point “Start Out of Standard Service Times” has been removed. No implementation was available for this check-point - i.e. any rules created here were defunct. When systems are updated, the behaviour is as follows:
The check point is removed from the system and it is no longer selectable
Any group rules created which used this checkpoint are deleted
Please note, that the same behaviour as this was always available by creating two ACD group rules:
Rule 1 (for the holiday list specified in the standard service times)
Checkpoint = Start
Priority = 50
Time Type = On holidays
From 00:00:00 to 23:59:59
(Select same holiday list as used in standard opening times)
Action = (whatever)
Rule 2 (for the opening times list specified in the standard service times)
Checkpoint = Start
Priority = 40
Time Type = Closed
(Select same opening times list as used in standard opening times)
When using the ACD Agent Home Calls tab, filtering the call list via the call start date / time caused performance problems on some systems. This problem has been fixed.
The IVR announcement does not overwrite the announcement in the Acd group parameters.
The Acd group announcements configured in theonline parametersare always played when a call is made, even if you have configured an announcement in the IVR -Acd object. This problem has been fixed and the IVR announcement configured in the Acd object overwrites the announcement configured in the Acd group.
CRM URL - new replacement of advanced variables without URL encoding
The CRM URL now supports the replacement of advanced variables in the URL without URL encoding them. The notation uses $VariableName. Using double curly braces tells the system not to URL encode the replacement. Using single curly braces URL encodes the string before inserting it into the URL.
This can sometimes be necessary, if the server and protocol portion of the URL are needed to be variable. For example take the following URLs:
Imagine the server portion of the URL being variable - some users login to the first server, and some users login to the second server. The application part of the URL (after the final slash) is the same in both cases (the parameters will probably identify a particular record in the CRM system). So the first URL is to be used by user 1, and the second URL by user 2.
Clearly, before the call is distributed, the URL cannot be built. This means it must be built dynamically according to which user receives the call.
The server portion of the URL could be configured in the jtel user account, for example the nick name field or another appropriate informational field which is not required for the operation of the user account in the jtel system.
For example, the NickName field could be specified as follows:
SalesForce - Lightning searchAndScreenPop now populates default value for field Phone
The Lightning searchAndScreenPop function now populates default value for the Phone field. This means, that if creating a new Lead or Contact is selected as the default action in the Softphone Layout when no records are found, that the telephone number of the caller will be pre-populated in the new Contact or Lead form.
If a media event was opened and closed without clicking the "Close" button, the event history table was not updated correctly. This problem has been fixed.
Salesforce - Create Case for Voice Mail with Link to Attachment
A new API has been added to the salesforce integration which can be called when voice mail events are created in the ACD. The documentation for this API can be found here:https://wiki.jtel.de/display/JPW/createVoiceMail. Note, that to download the voice mail attachment, the user must be logged into the jtel portal within salesforce using the mini or micro client as usual. Users without a jtel login will not be able to download the attachments.
SalesForce - getCallerInformation - the variable parser is called when multiple choices is returned by the Apex Class
Now, when the Apex REST API implemented in SalesForce returns 300 Multiple Choices, the variable parser is still called. The Apex class can provide:
either one of the records found. In this case the logic could be almost the same as the 200 OK case, probably displaying some additional information to the agent that there was in fact more than one record found which matched the query.
or all of the records found. In this case, the variables will be parsed to an array, the logic to deal with this case will be more complicated, but the jtel system will be given access to all records returned.
Acd Group Numbers - possibility to set numbers less than 3 digits from AcdGroup Edit.
While acd group numbers needs to have 3 digits during acd group creation or copy, in edit it was possible to set less than 3 digit (with leading zeros). This has been fixed.
REST API - Variables of type datetime are not well formatted.
The REST server was handling variables of type datetime with an incorrect format. This problem has been fixed and these variables are now formatted as timestamps.
Create new Client - Supervisor and Agent security groups are wrong.
The Supervisor and Agent Security groups are wrong and missing access rights when creating a new client and choosing in the options to automatically create the security groups. This has been fixed.
Exception in the filter of Agent Home - Media History.
In Agent Home - Media History, an exception is thrown when filtering by Type, Status and Acd Group. This issue has been fixed and you can now filter by specifying the TypesID and StatusID for the Type and Status filter.