These allow active opt-in and opt-out to / from the live agent within the IVR call flow. If an opt-out is performed, then the live agent will be deactivated, no matter what the settings in the ACD group are.
FTP Upload - Support for Second FTP Server in Report Subscriptions
It is now possible to upload specific report subscriptions to a second FTP server. To enable this feature, follow these steps:
Enable the Resource: Activate the resourceportal.Statistics.ReportSubscriptions.bUploadToSecondFTP.
Configure Client Parameter: Add the client parameterFTP.ReportsUpload.CopyJob.ClientsID. This parameter should contain theClientsIDunder which the second FTP server is configured.
Select the Option in Report Subscription: When creating or editing a report subscription, check the optionUpload To Second FTP Serverto enable uploads to the additional FTP server.
This enhancement allows greater flexibility in managing report distribution across multiple FTP servers.
Summary Bot – Configurable AI Parameters via Client Master Data
By default, the Summary bot uses the configuration file located at/acd-store/shared/Data/config/acd-summary-bot/restserver.cfg. With this update, you can now override the default configuration by specifying parameters directly in the client master data.
If you want to usea custom summary botconfiguration, add the following parameters:
AIParams.LiveAgent.SummaryBot.LLM.APIKey # API key for the LLM provider
AIParams.LiveAgent.SummaryBot.LLM.Provider # LLM provider (currently only 'Mistral, openai, deepseek' are supported)
AIParams.LiveAgent.SummaryBot.LLM.Model # Model name (e.g., 'mistral-large-latest', 'gpt-4-turbo')
AIParams.LiveAgent.SummaryBot.LLM.Temperature # Temperature setting for the LLM
If you want to use anexternal summarizer endpoint, add the following parameters:
AIParams.LiveAgent.SummaryBot.ExternalSummarizer.Url # URL of the external summarizer
AIParams.LiveAgent.SummaryBot.ExternalSummarizer.Temperature # Temperature setting for the external summarizer
This enhancement allows for flexible, client-specific AI configuration without modifying the default config file. Simply add the desired parameters to the client master data to customize the Summary Bot’s behavior for each client.
Braille Agent Home - Enhance Table Filter Accessibility with aria-labels
A new aria-label has been added to help users identify which table a filter belongs to. For example, if you are viewing the Agent table, the filter will include an aria-label such as "Filter Agent Tab" to clearly indicate its association.
A 3 party conference function has been added to Agent Home and the mini client.
When assisted transfer is enabled, the agent can start a 3 party conference once the second agent joining the call has been reached. The caller will be removed from “hold” and will join both of the agents or the external destination in a conference. The agent can “Unconference” the call at which point the caller will be put on hold, and the two agents will again be speaking alone. Further operations, such as “retrieve” which remove the second agent, and “transfer” which transfers the call completely are unaffected. Statistically the call is recorded as a consultation call, until it is ended, or an actual call transfer is made.
Transfer Call - Override Caller ID with Agent’s Number for All Transfers.
Two new parameters have been added to the ACD group configuration to enhance call transfer functionality:
Override signaling with agent telephone number for external transfer When enabled, the agent’s telephone number will be used as the caller ID for calls transferred externally, ensuring the recipient sees the transferring agent’s number.
Override signaling with agent telephone number for internal transfer When enabled, the agent’s telephone number will be used as the caller ID for calls transferred internally.
These options provide greater flexibility and transparency during call transfers, allowing the recipient to identify the transferring agent directly, both for internal and external calls.
Teams Connector: Extension of Fields from Graph API including Department
The Teams connector has been enhanced to extract additional user metadata from Microsoft Graph API.
TheDepartmentfield is now retrieved and stored in the PBX Users table.
Other relevant user attributes (such asgivenName, surname, jobTitle, officeLocation, city, state, country, streetAddress, postalCode, companyName, mobilePhone, createdDateTime, employeeId, accountEnabled,andpreferredLanguage) are also retrieved and provided as a JSON object.
This extension enables richer presence information for Teams users and provides more detailed metadata for future integrations and reporting.
Braille Agent Home - Current Call table does not have a resource to display
A new resource,portal.Acd.AgentHome.CurrentCallBraille, has been added to enhance accessibility in the Braille Agent Home. This resource allows administrators to control whether the "Current Call" table is displayed or hidden for users who rely on braille interfaces.
It is now possible to configure personalized keyboard shortcuts for ACD agent status to make status changes effortless. Simply, add a parameter inUser SettingsnamedAccessKeys.AcdAgent.Status.<ID> }}(replace {{<ID>with the ID of the desired agent status), and assign it a single letter of your choice. Once configured, simply pressAlt +[your chosen letter]to instantly switch to that status.
Previously, the data manipulation log was not designed to be used at the client level of the system. It was only possible to see your own changes, if you had logged in directly to that user account. The behaviour has been changed to the following:
System administrators see all changes to the system (no change).
Reseller administrators see all changes to their reseller account, and to any client accounts associated with their reseller account. This includes impersonations made to any account within their view scope.
Client administrators see all changes to within their client account. This includes changes made by all users in the client account and impersonations made to any user account within their view scope.
Users see only changes which were made by their user account, however this now includes all impersonations made to their user account.
Agent Home Braille - Improve the display of "Actual Call" table for better screan reader compatibility
In this feature, we have enhanced the "Current Call" panel by upgrading it to a fully semantic ARIA grid. This includes the use ofrole="grid",role="row", androle="gridcell", along with appropriatearia-rowindex/aria-colindexandaria-rowcount/aria-colcountattributes. These improvements enable screen readers and braille devices to facilitating easier navigation within the table using arrow keys. Furthermore, the Teams tab is now accessible in the Agent Home Braille interface, featuring a newly introduced AccessKey. This AccessKey can be configured inUser Master Data - Settings. For more details, please refer to theBraille Agent Home - jtel Portal WIKI - jtel Public WIKI.
Preview Dialler - Calculate the actual contact preview time.
In this release, we've enhanced theJTELStats.DiallerContactsHistorytable by adding two new timestamps:dtDiallerPreviewStartanddtDiallerPreviewEnd. These timestamps help track when a contact is loaded for preview and when an agent either skips or initiates a call. From these timestamps, we derive several key metrics:
Preview Time: Calculated asdtDiallerPreviewEnd – dtDiallerPreviewStart, this metric shows the duration a contact is in preview mode.
Call Duration: Measured asdtCallEnd – dtCallStart, it indicates the length of each call.
Result-Code Latency (No Calls): Defined asdtCreated – dtDiallerPreviewEnd, this measures the time taken to assign a result code when no call is made.
Result-Code Latency (With Call): Calculated asdtCreated – dtCallEnd, it reflects the latency in result-code assignment after a call.
These enhancements provide comprehensive, end-to-end visibility into each step of the preview, dialing, and result-code assignment workflow, enabling more efficient monitoring and analysis.
Run Script now includes a trim to trim whitespace from the results returned from the script. This makes it easier to use the results in some scenarios.
ACD Call Flow - Error in acd.CallTransfer.NumberTransfer
In acd.CallTransfer.NumberTransfer a variable was not declared, which would cause the new telephony server to log errors in a tight loop whilst the outbound call to the destination was being made. This problem has been fixed.
Teams Presence – PBX user sync now correctly respects syncPbxUsers = false
Previously, PBX users were still synchronized even whensyncPbxUserswas set tofalse, so the PBX user list was recreated after deletion. The synchronization logic has been corrected so that PBX users are no longer synced when this option is disabled. The problem has been fixed.
Incoming Call (ACD Group): $groupname variable was not resolved.
For incoming calls via an ACD group, the$groupnamevariable was not correctly resolved in the telephone display. The variable handling has been corrected so that$groupnamenow reliably shows the configured ACD group name. In theSignalling → Telephone Displaysection you can also use many other variables (for example$agent_name,$caller,$servicenumber, etc.) as described in the documentation:https://wiki.jtel.de/display/JPW/Editing+groups+and+creating+rules.
Dialler Preview - Preview Time Not Saved When Caller Refuses or Call Times Out
The issue where preview time was not saved when a call was refused or timed out has now been resolved. With this update, the preview time will always be recorded in theDiallerContactsHistorytable, ensuring accurate tracking and reporting of preview activities regardless of the call outcome.
Live Agent - Fixes for Missing ASR Conversations and Conversation Order During Call Transfer
Previously, users experienced issues in the Live Agent module where Automatic Speech Recognition (ASR) conversations were missing, and the order of conversation was incorrect when a call was transferred to an agent. This led to incomplete transcription visibility and confusion due to conversations being displayed out of sequence, particularly after call transfers. These problems have now been resolved: all ASR conversations are correctly displayed, and the conversation history maintains the proper chronological order following a transfer, ensuring agents have a clear and accurate view of customer interactions.
Task Scheduler - Improved handling of Tasks right after closing times and holidays
Previously, tasks that were scheduled outside opening times or during holidays would wait until operations resumed, and then run immediately as soon as operations resumed. This caused an unintended extra run right after reopening, before returning to the normal schedule.
With this update, such tasks are now automatically postponed to their next valid run time. They will no longer execute immediately when operations resume, ensuring each task runs only once at the correct scheduled time.
With the new telephony server, some display names could be truncated when certain characters were used, for example a comma. Also, the encoding of characters was not correct in all cases. This problem has been fixed.
New Portal – Cross-Portal: Old Agent Home data did not refresh
TheOld Agent Homepage, when accessed through theNew Portal, was not refreshing its data (e.g., Agent, PBX Users, etc.). This issue has been fixed, and data now updates correctly in cross-portal mode.
TAC - Wrong TAC popup display in case of call is terminated during a group transfer.
An issue was identified where the wrong TAC popup would appear if a call was terminated during a group transfer. This problem has now been fixed, and the TAC popup is displayed correctly when a call ends in this scenario.
LiveAgent - Null Pointer Exception When Using Copy or CRM Button Without Summary
Previously, clicking the "Copy" or "CRM" button without a summary present would result in a null pointer exception. This issue has now been resolved. Users can now safely use these buttons even when no summary is available, ensuring a smoother and more reliable experience
Group Call Transfer - Recording Settings Incorrectly Inherited from Original ACD Group
After call forwarding to a different group, recording settings are now determined by the destination group, ensuring forwarded calls do not inherit the recording option from the previous group.
Call Recording - Filename does not contain unterdrueckt if the caller number is supressed.
A bug was fixed where the FTP call recording filename did not include the text "(unterdrueckt)" when the caller number was suppressed/anonymous. With this fix, you can now change the text that appears (previously "unterdrueckt") by modifying the value of the short textCaller.Restricted.
The portal field size for the email subject field for jobs being sent by SMTP has been increased to 255 bytes. Now the subject will be truncated to 255 bytes if it is longer, instead of producing an error message.
Agent Home / Mini Client - Call Transfer to Agents and External Numbers
With the new telephony server, when transferring calls to agents or numbers, sometimes no ring tone would be heard by agents during the transfer process, and no “Destination Busy” / “Destination no answer” audio file would be played. This problem has been fixed.
New telephony server - IVR Connect Module - SIP Display Information always displayed as "%SIPDisplay%"
With the new blazar telephony server, the IVR Connect Module would always use "%SIPDisplay%" as the SIP display information. This problem has been fixed.
Call Distribution – Extended Search Groups Not Applied When Group Rule with 'Overflow Queue No Agents for Telephony' Is Active
Previously, when a group rule with the checkpoint'Overflow Queue No Agents for Telephony'was active, the Extended Search Groups (ESG) feature did not take effect. As a result, calls remained in the original queue even if agents were available in the extended group, and were only distributed once an agent became available in the primary group.
With this fix, Extended Search Groups are now correctly considered when the 'Overflow Queue No Agents for Telephony' rule is active. Calls will be distributed to available agents in the extended group as expected, improving call handling and reducing unnecessary wait times for callers
Callback - In the case of a callback with a “suppressed number”, the number entered is not displayed in the media event.
Previously, when a caller entered their number via DTMF (group rule), the callback was created with an empty caller number. This issue has been resolved. Now, when a caller enters their number, it is correctly saved and displayed in the callback.
Previously, users signing in via Entra ID with a single configured email were consistently redirected to the main portal page, even when the resourcesportal.Acd.AgentHomeOnlyorportal.Acd.AgentHomeBraillewere enabled. This issue has now been resolved. Users will be correctly redirected to their designated pages, ensuring a seamless and efficient login experience.
ACD Group Rules - Conditional Rules within and Before Queue - Incorrect System Hangup
For the following group checkpoints:
Overflow Queue No Agents Present
Overflow Queue No Agents For Telephony
Overflow Queue No Agents For Telephony except PostCall
Overflow Queue No Agents With Required Skill
a system hangup could be performed instead of ignoring the rule, if a rule was configured at one of the mentioned checkpoints which was:
conditionally activated using a cockpit variable
conditionally activated using an expression
but was not actually active according to the condition specified.
How to reproduce:
Create a cockpit variable, set it’s value to 0
In a group, create a rule at one of the specified checkpoints, which should only be activated if the cockpit variable is active (Value <> 0, for example)
Innovaphone Connector - CLICKTOANSWER no longer works with Innovaphone Version 14 r3 and greater
When using the Innovaphone Connector with Innovaphone Version 14 r3 and higher, CLICKTOANSWER no longer works. This appears to be because the PBX gets confused when more than one SOAP connection is opened by the connector. The connector has been modified to only use one SOAP connection.
Agent Home - direct logging to agent home is not working with EntraID
When the resourceportal.Acd.AgentHomeOnlyis enabled, logging into the portal via EntraID incorrectly redirected users to the main page instead of the agent home. This issue has now been resolved.
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.
