It was possible for other agents to call agents who were busy. This behaviour has now been changed so that agents cannot call busy agents via agent home.
Guided Transfer - Retrieve not shown correctly in AgentHome and Mini Client
When guided transfer was used, the call could be retrieved correctly and the original agent and caller were connected again. However, it was no longer possible to transfer the call again, and an incorrect call status was shown in agent home. This problem has been fixed.
Chat - agent informed when redistribution of chat after no answer timeout occurs
When an agent receives a chat, but does not open the chat to respond before the maximum "Maximum agent answer time (s):” timer expires, the chat is redistributed to another available agent. The original agent is now informed of this with a popup window.
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.
Service Number Report 6 - Result set corresponding to all service numbers associated with selected billing numbers corrected
When a service number report 6 was executed, the result set included only records of calls made through the first occurrence of service numbers corresponding to the selected billing numbers. This has been corrected so that the result set includes records of calls made to all service numbers associated with the selected billing numbers.
Long calls warning was sent with incorrect data in email when call was transferred to a non ACD user
The long calls warning was sent with incorrect data in the email when call was transferred to a non ACD user. It would claim that the recipient of the email (i.e. the supervisor themselves) was the culprit for the long call. This problem has been fixed, long call warnings are no longer generated for calls which are not connected to agents.
Media Events not sent using the email credentials configured in the client account
If the email credentials and SMTP server was configurd at the client account level, then the system incorrectly used the system credentials to send media events by email, instead of using the settings configured in the client account. This problem has been fixed.
JTELStats2 - IDs could overflow particularly in CompressedU15 table
The autoincrement ID could overflow in the JTELStats2.Compressed* tables, meaning that no more values could be inserted in the tables, in particular CompressedU15 was affected by this. The autoincrement ID field has been changed to a BIGINT to fix this problem.
UserData is correctly updated when a TAC is recorded
If a transaction code was recorded after a call in the transaction code popup, then changes made to the user data field would be lost. This problem has been fixed.
Fix Chat Scenario: Client opens chat when agents available but before first message is sent all agents log off.
When a customer opens the chat window when agents are logged in, and sends a message after in the mean time all agents have logged out, no response is received, and the chat is not distributed. This situation persists even if agents subsequently log in to the system. If the customer refreshes the browser, a further error situation is produced.
Hide Call-Recording in MiniClient when resource is disabled
The first call recording column was rendered even if the CallRecording resource portal.Acd.AgentHome.CallProcessing.CallRecording was disabled. This problem has been fixed.
Two new service number reports have been added to the system - Service Numbers Report 5 and Service Numbers Report 6.
Service Numbers Report 5 provides inbound call counters over the requested time period grouped by hour. Service Numbers Report 6 provides the following KPIs for the requested time peroid:
Inbound Total Inbound ACD Inbound Answered Emails Received Voice Mail + Callbacks Inbound Lost External Destination Availability Direct Availability incl. CB/VM
The total calls counter in the mini client and agent home would show incorrect data. This caused further problems in the total calls per hour column, and occupancy figures. This problem has been fixed.
The jtel Portal now supports specifying an LDAPS Server for Agent Logins.
For LDAPS, the URL to the LDAPS or AD Server must be specified as follows: ldaps://ldapserver.example.com:636 Also, the LDAP user names configured must be changed to use the newer username format, particularly when using active directory. For example, for the user JTEL\TestUser (Old NetBios Login Name), the new user name format would be TestUser@jtel.local.
Dialler Campaigns Clone by REST - Race condition if the same campaign is cloned several times massively in parallel
If a dialler campaign is cloned via the REST interface in parallel with the same source and destination campaign, then several copies of the campaign could be created. A lock has been implemented so that the clone can only be created once in parallel.
Wallboard - deleting a user causes the number of completed media events to increase.
When a user is deleted, the dtLastModified timestamp on all ACD Events the user was assigned to is changed, when the user assignment to the event is removed. This causes the wallboard to display a disproportionately high number of completed events for the current day. All events which were assigned to the user, but completed at an earlier date are added to the actual number of completed events. This problem has been fixed.
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.
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.
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.
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.
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:
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.
