Page History

Sv translation

language	en

Key

T

Resolved

Release Notes Subject

Release Notes Content

CMKL-64

27.04.2020

Agent Home Make Call Dialog - Initiate Dialling with Return Key

It is now possible to initiate dialling from the make call dialogues in Agent Home and the Mini Client by pressing enter, when the cursor is in the telephone number field.

CSWR-13

26.04.2020

New Feature Minimum Agent Count with Agent Warning on Logout

New configuration options have been added to ACD groups which displays a popup when agents try to log out of the group or the ACD, and a minimum number of configured agents would no longer be logged into one or more ACD groups. To log out, agents must confirm the warning by pressing yes.

The options in the ACD group are configured on the tab "Offline Parameters", and are as follows:

Minimum Agent Logout Check Active - whether the check is active for this group.

Minimum Agent Logout Check Count - the minimum number of agents who should remain logged into the group.

The warning is displayed when the current number of logged in agents is less than or equal to the minimum configured number.

Access to these options are controlled by the resource:

portal.Acd.AcdGroups.MinAgentWarning

R - The option can be read / seen in the ACD group configuration.
U - The option can be updated in the ACD group configuration (requires R).
X - Configured minimum counts in all groups are evaluated when an agent tries to log out of the ACD, and in a single group when the agent tries to log out of an ACD group.

Hence removing the X option for a particular security group could be used to disable the checks for some users.

CMKL-61

25.04.2020

Missing SOAP CALL_END Events

The CALL_END event was missing after a call transfer was performed between two agents. This problem has been fixed.

CPHADIA-11

25.04.2020

New IVR Object - Users Profiles Runner

A new object Users Profiles Runner has been added to the IVR. This supports running a user profile for all users, if no user ID is specified, or for a specific user, if a user ID is passed as a parameter. New parameters usersprofiles1_id, usersprofiles2_id, usersprofiles3_id and usersprofiles4_id have been added to the parameters for the service number to help use this feature.

CPHADIA-10

25.04.2020

New IVR Object - Input Menut DTMF with Variable Prompt List

A new IVR Object has been added - Input Menut DTMF with Variable Prompt List. This accepts a comma separated list of IDs of files to be played as the menu prompt. The files to be played can, for example, be configured in the service number and accessed by the variables announcement_x_id, or can be retrieved using the User Search object, for example if the name of an ACD group is to be played, or the current status the agent is in using the variables for the group name prompt or the acd agent status prompt.

CPHADIA-9

24.04.2020

Network IVR - User Search - Extended Functionality

The User Search object now supports searching for users using the PIN. It also contains an option to return the status from the ACD for the found user. The variables returned are for each group the user is a member of, and are named as follows:

Translations Ignore

Code Block

<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserWavesID=<value>
<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersWavesIDs=<values_comma_separated>
<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserID=<value>
<prefix>.AcdStatus.<AcdGroupsID>.AcdAgentStatusID=<value>
<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersIDs=<values_comma_separated>
<prefix>.AcdStatus.<AcdGroupsID>.GroupNameWavesID=<value>
<prefix>.AcdStatus.<AcdGroupsID>.AcdGroupsID=<value>
<prefix>.AcdStatus.<AcdGroupsID>.bLoggedIn=<value>
<prefix>.AcdStatus.<AcdGroupsID>.bLoggedInAcd=<value>
<prefix>.AcdStatus.<AcdGroupsID>.bPauseAcd=<value>
<prefix>.AcdStatus.<AcdGroupsID>.WavesID=<value>

The content is as follows:

The ID of the name prompt for the first logged in user in the group (determined by the earliest login date/time):

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserWavesID=<value>

The IDs, comma separated, of the name prompts for all users logged into the group:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersWavesIDs=<values_comma_separated>

The ID of the first logged in user logged into the group (determined by the earliest login date/time):

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserID=<value>

The ID of the agent status the user is currently in:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.AcdAgentStatusID=<value>

The IDs, comma separated, of all users logged into the group:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersIDs=<values_comma_separated>

The ID of the ACD group name prompt:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.GroupNameWavesID=<value>

The ID of the ACD group:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.AcdGroupsID=<value>

Whether the user is logged into the group. 1 = logged in, 0 = not logged in:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.bLoggedIn=<value>

Whether the agent is logged into the ACD. 1 = logged in, 0 = not logged in:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.bLoggedInAcd=<value>

Whether the agent is in pause in the ACD. 1 = pause, 0 = no pause:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.bPauseAcd =<value>

The ID of the wave file associated with the current ACD status of the agent:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.WavesID=<value>

CPHADIA-8

23.04.2020

Network IVR - Support for extended expressions in some objects

The following IVR objects now parse expressions twice:

Comparison
Play Voice Variable
Variable Declaration

For example, given that the following variables are declared:

Translations Ignore

Code Block
$usersID = 9876 $myVar.9876.Status = Online

Then the following expression:

Translations Ignore

Code Block
$myVar.$usersID.Status

would parse to the value:

Translations Ignore

Code Block
Online

CPHADIA-7

23.04.2020

Users - WAV File for TTS Name

A WAV File has been added to the users table for the name of the agent. This can be used, for example, in custom IVR dialogues to play the name of the agent.

Sv translation

language	de

Key

T

Resolved

Release Notes Subject

Release Notes Content

CMKL-64

Image Modified

27.04.2020

Agent Home Make Call Dialog - Initiate Dialling with Return Key

It is now possible to initiate dialling from the make call dialogues in Agent Home and the Mini Client by pressing enter, when the cursor is in the telephone number field.

CSWR-13

Image Modified

26.04.2020

New Feature Minimum Agent Count with Agent Warning on Logout

New configuration options have been added to ACD groups which displays a popup when agents try to log out of the group or the ACD, and a minimum number of configured agents would no longer be logged into one or more ACD groups. To log out, agents must confirm the warning by pressing yes.

The options in the ACD group are configured on the tab "Offline Parameters", and are as follows:

Minimum Agent Logout Check Active - whether the check is active for this group.

Minimum Agent Logout Check Count - the minimum number of agents who should remain logged into the group.

The warning is displayed when the current number of logged in agents is less than or equal to the minimum configured number.

Access to these options are controlled by the resource:

portal.Acd.AcdGroups.MinAgentWarning

R - The option can be read / seen in the ACD group configuration.
U - The option can be updated in the ACD group configuration (requires R).
X - Configured minimum counts in all groups are evaluated when an agent tries to log out of the ACD, and in a single group when the agent tries to log out of an ACD group.

Hence removing the X option for a particular security group could be used to disable the checks for some users.

CMKL-61

Image Modified

25.04.2020

Missing SOAP CALL_END Events

The CALL_END event was missing after a call transfer was performed between two agents. This problem has been fixed.

CPHADIA-11

Image Modified

25.04.2020

New IVR Object - Users Profiles Runner

A new object Users Profiles Runner has been added to the IVR. This supports running a user profile for all users, if no user ID is specified, or for a specific user, if a user ID is passed as a parameter. New parameters usersprofiles1_id, usersprofiles2_id, usersprofiles3_id and usersprofiles4_id have been added to the parameters for the service number to help use this feature.

CPHADIA-10

Image Modified

25.04.2020

New IVR Object - Input Menut DTMF with Variable Prompt List

A new IVR Object has been added - Input Menut DTMF with Variable Prompt List. This accepts a comma separated list of IDs of files to be played as the menu prompt. The files to be played can, for example, be configured in the service number and accessed by the variables announcement_x_id, or can be retrieved using the User Search object, for example if the name of an ACD group is to be played, or the current status the agent is in using the variables for the group name prompt or the acd agent status prompt.

CPHADIA-9

Image Modified

24.04.2020

Network IVR - User Search - Extended Functionality

The User Search object now supports searching for users using the PIN. It also contains an option to return the status from the ACD for the found user. The variables returned are for each group the user is a member of, and are named as follows:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserWavesID=<value>


<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersWavesIDs=<values_comma_separated>


<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserID=<value>


<prefix>.AcdStatus.<AcdGroupsID>.AcdAgentStatusID=<value>


<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersIDs=<values_comma_separated>


<prefix>.AcdStatus.<AcdGroupsID>.GroupNameWavesID=<value>


<prefix>.AcdStatus.<AcdGroupsID>.AcdGroupsID=<value>


<prefix>.AcdStatus.<AcdGroupsID>.bLoggedIn=<value>


<prefix>.AcdStatus.<AcdGroupsID>.bLoggedInAcd=<value>


<prefix>.AcdStatus.<AcdGroupsID>.bPauseAcd=<value>


<prefix>.AcdStatus.<AcdGroupsID>.WavesID=<value>

The content is as follows:

The ID of the name prompt for the first logged in user in the group (determined by the earliest login date/time):

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserWavesID=<value>

The IDs, comma separated, of the name prompts for all users logged into the group:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersWavesIDs=<values_comma_separated>

The ID of the first logged in user logged into the group (determined by the earliest login date/time):

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.FirstLoggedInUserID=<value>

The ID of the agent status the user is currently in:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.AcdAgentStatusID=<value>

The IDs, comma separated, of all users logged into the group:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.LoggedInUsersIDs=<values_comma_separated>

The ID of the ACD group name prompt:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.GroupNameWavesID=<value>

The ID of the ACD group:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.AcdGroupsID=<value>

Whether the user is logged into the group. 1 = logged in, 0 = not logged in:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.bLoggedIn=<value>

Whether the agent is logged into the ACD. 1 = logged in, 0 = not logged in:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.bLoggedInAcd=<value>

Whether the agent is in pause in the ACD. 1 = pause, 0 = no pause:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.bPauseAcd =<value>

The ID of the wave file associated with the current ACD status of the agent:

Translations Ignore

Code Block
<prefix>.AcdStatus.<AcdGroupsID>.WavesID=<value>

CPHADIA-8

Image Modified

23.04.2020

Network IVR - Support for extended expressions in some objects

The following IVR objects now parse expressions twice:

Comparison
Play Voice Variable
Variable Declaration

For example, given that the following variables are declared:

Translations Ignore

Code Block
$usersID = 9876


$myVar.9876.Status = Online

Then the following expression:

Translations Ignore

Code Block
$myVar.$usersID.Status

would parse to the value:

Translations Ignore

Code Block
Online

CPHADIA-7

Image Modified

23.04.2020

Users - WAV File for TTS Name

A WAV File has been added to the users table for the name of the agent. This can be used, for example, in custom IVR dialogues to play the name of the agent.

Page tree

Versions Compared

Old Version 14

New Version 15

Key