The reporting documentation in the WIKI has been extensively improved.
Each report has now been given a “technical ID” to make identification of the report for documentation and support purposes simpler.
The reports view and report execute views in the portal now provide access to a link to the wiki for the exact report being executed. From there, the technical documentation for each of the KPIs can be accessed.
Also, report layout has been improved ensuring a more consistent layout for both PDF and Excel files.
The external system link of a dialler contact is now always shown to the agent if available. This link also overrides the CRM link on inbound calls if the contact is found in an associated dialler campaign when an inbound call is received.
TAPI PBX Connector - parameter Portal.PBXUsers.Create.Automatically now checked
A check for the parameter 'Portal.PBXUsers.Create.Automatically' has been added to the TAPI PBX connector. If this is switched off, then PBX users are no longer created automatically. Previously, PBX users would always be created no matter what this setting was.
Users Copy - Deactivated for SysAdmin and Reseller Admin
The Users Copy function has been deactivated at the sysadmin and reseller admin level. The function was never designed to be used at these levels, as acd group associations etc. are also copied, which do not exist at the reseller or system levels.
A problem in the best server candidate selection for making outbound calls has been resolved. This would result in "No Resources" being shown all the time. Note: this problem only applied if it was never possible to make an outbound call. If this message is sometimes seen, then it means the server is out of capacity.
Badly formatted URLs in the dialler contact would cause an exception in the web client. Incorrectly formed URLs are now converted to valid URLs prefixed by "http://badurl?" followed by the incorrect URL. This allows the problem to be fixed in the data import or REST import.
bCallerHangup in StatisticsPartB is not the same when agent hangs up the phone via phone and via portal.
bCallerHangup in StatisticsPartB is equal to: 0 when client/customer hangs up the phone -> correct 1 when agent hangs up via the phone -> correct 0 when agent hangs up the phone via hangup button in the web portal -> this was not correct and should have been equal to 1. This problem has now been fixed.
The teams connector now imports and updates entries in the PBX users table. Teams availability and teams activity shown in Agent Home > PBX Users and the Mini Client.
The teams Presence connector will try to match PBX users by the email address and then by using the phone number. Otherwise a new PBX User is created.
When creating PBX Users manually, it is possible to add the email address.
Teams Rules Can be added, activated, and deactivated via a new Tab in the Client Master Data settings. These settings apply to all PBX Users in this Client and influence the overall PBX User availability by defining what Teams activities should be regarded as “Busy” and “Available”.
Example entries could be:
Busy: “Busy,InACall,Presenting”
Available: “Available”
All other activities will be mapped to “unavailable”.
This feature allows users to see the overall availabililty of PBX users via either the PBX, Teams or both.
Undeclared variable in StringFunctions r5 causes error in 8-Server
The variable StringLength was not declared in the .r5 script of the IVR object "StringFunctions - InStr Function" causing an error to be reporting in the telephony server. This had no effect on the operation of the function, but the error message could be irritating. This problem has been fixed.
SMTP servers - workaraund for SMTP servers with bad TLS support
The SMTP.exe tool will ignore STARTTLS in the SMTP server response if the first attempt to use TLS is not successful. This mitigates a problem where some SMTP servers do not correctly support TLS by requiring a username and password after the TLS connection is established, but will accept anonymous (unsecure) connections on port 25 without a username and password.
An error in the datacache for the webservers caused old entries not to be deleted on large systems and also unnecessary records to be retrieved from the database. This problem has been fixed.
Agent home, supervisor and other agent / supervisor releated screens in the portal are now available in polish. Configuration screen translations are in english when polish is selected.
The displayed Agent UID is changed to blue when the message is delivered to the agent. This gives chat users an additional level of feedback that the chat message has been received.
Using commas in the user data field or additional info field causes problems in the display of the data in the portal, and when recording this data to the statistics. The Save Additional Info and User Data object has been modified, to remove all commas from the expression before it is saved.
System Settings menu goes off screen when vertical resolution is limited
The system settings menu would appear but be “off screen” at the bottom on screens with limited resolution. Now, if the browser reports a low resolution at login, the system settings menu is moved up to the top to enable the maximum number of rows to be displayed. Note - this will not fix the problem on all devices / screens - it is best to work as an administrator with a screen of a “reasonable” resolution. Please also note: using the “zoom” factor of the browser helps you access menu items on a small screen.
In the chat connector, network errors could cause messages to be lost. This problem has been fixed, when the network connection is re-established within a reasonable time limit.
Phone Numbers could disappear after being set in the MiniClient when Free-Seating is configured.
Strange behaviour could ensue when trying to enter a phone number in the MiniClient if Free-Seating was configured: After selecting the country code, it could disappear. Similar bahavior would happen when editing Users > Communication and trying to add a new telephone number: after selecting country code, the code would move to the phoneNumber field. This problem has been fixed.
It is now possible to configure an automatic greeting file which is played by the system when an agent receives an inbound call. The file to be played is configured under User-Data - "User Greeting Prompt", and can be activated there. Further, the agent has the possibility to activate or deactivate playing the automatic greeting. In the full client, this can be done by clicking on the icon to the right of the top of the "post call" indicator. In the mini-client, this is done by clicking on the automatic call greeting icon at the bottom (in the middle of the row of icons).
Dialler REST API - allow update of contact with appointment date
The dialler REST API now allows updating or importing contacts with an appointment date and optionally a follow up user. This is achieved by passing the following two parameters with the DiallerContact JSON data structure:
The Users UID is matched in the system. If no match is found (or this field is not specified), then the appointment will be made for no specific user. Otherwise the appointment is made for the specific (found) user.
The validation in the IVR object Connect Variable has been corrected. The object would work correctly if variables with $ were used, however in the GUI the object would be coloured red with a validation error.
The hazelcast cluster error handling has been enhanced when some nodes crashed. This situation could occur when a network outage (for longer than a few seconds) or a VM crash on several VMs occurred. The hazelcast instance on the newly re-started server could cyclically log the following message: Exception: java.util.concurrent.ExecutionException: java.lang.IllegalArgumentException: sequence:2 is too large. The current tailSequence is:-1. If this occurred, the only remedy was to restart the server again. The error handling has been improved, to retry the cluster initialisation in this case.
Silent Monitoring could fail in some cases with multiple telephony servers
Silent Monitoring could fail in some cases with multiple telephony servers. Now, the destination host is read from the actual call from the database, which fixes this problem.
The automatic session reload behaviour has been changed in the IVR editor. This could cause problems editing the application on some (usually slow) internet connections.
The KIP AutologoffAll has been corrected in ACD Agent Report 2. It now counts only logouts of the agent according to the “total” counter (LogoutActionCode = 6). Previously it would also count LogoutActionCodes 7, 8 and 9 too (7 = Auto logout (daemon daily autologout), 8 = Auto logout (busy calls exceeded), 9 = Auto logout (no answer calls exceeded)).
PBX Connector Names - new option for TAPI Connector to not overwrite names
The TAPI PBX connector previously overwrote all reported PBX extension names. However, some TAPI connectors report non useful names to the system (e.g. Extension 300 or SIP 300 for example). A new feature has been added which prevents the names being overwritten. Extensions are created once when first seen, but the name will no longer be modified.
This allows for changes to be made using the portal, in particular for a more useful name to be entered.
This feature is activated in the TAPI connector configuration, by setting the following flag in the configuration file jtelTAPIMonitorService.exe.config:
VoiceMail - play by phone could fail in installations with multiple 8-Servers
In installations with multiple telephone servers, the feature 'voice mail - play by phone' could fail, if an additional server with 0 telephone lines was being used purely as an application (daemon) server. This problem has been fixed.
Supervisor 500 Exception with ACD Group Numbers and Dialler Campaigns
If the ACD groups associated with dialler sub-campaigns were configured with a group number, and more than one different group was associated with the campaign by having two master campaigns with different ACD groups configured, then the supervisor would fail with an http 500 error. This problem has been fixed.
All Prompt uploads via the "new" popup window fail
All uploads of prompt via the "new" prompt popup window failed. A further problem was when changing a language, the Input file name would disappear. This was fixed for all prompt uploads via the popup.
Dialler Campaign does not disapear from supervisor view (wallboard and dialler) after deleting.
Data Cache mechanism for dialler compaigns was simply storing all records forever, even deleted ones. So in supervisor view (wallboard and dialler), deleted dialler compaigns was not disapearing. This is fixed and another cache mechanism is used for dialler compaigns so it updates even the deleted ones.
Portal Optimisations - Caching of Texts and User Settings
The portal web application now caches texts, parameters and user settings. This speeds up the login process in particular (up to 5 times faster), but all areas of the portal profit from this speed optimisation.
Outbound Statistics Report - Total Calls Completed
Total Calls Completed was giving wrong statistics with a dialler, and the same statistics as Total Calls in normal outbound. This was fixed and now: - Outbound Completed Call means that the call was connected and CONNRES equal to 1 (Successful outbound call to destination).
The queue distribution algorithm has been optimised. This particularly affects queues with > 120 waiting callers, the speed of the calculation can be reduced by a factor of 2 to 10 in some cases.