Dialler Contacts - editing from within the dialler campaign
The editing of dialler contacts has been improved when they are edited from within the dialler campaign. For example, if a follow up agent is set and a result code is used, which is not agent bound, the agent will not be saved by the workflow.
Notes are now provided next to each field explaining when the contents can be set, and when the dialler workflow may delete the contents immediately because of the workflow in the dialler.
Voice mail events could not be created if a quote was present in the email body or subject
If the email body or subject, which is configureable as long text, contains a simple quote, the voicemail event is not created by the server. This problem has been fixed.
When saving an IVR GOTO Object with an empty language, the behaviour was correct - i.e. the language was not overwritten and the execution was correct, however when next editing the application, when the object was opened and closed again, the empty setting was overwritten by the currently set language in the portal. This problem has been fixed.
Teams integration - downloading files from the jtel application in Microsoft Teams fails
Downloading files from the web portal normally results in opening a new tab in the browser before proceeding. However, this procedure may lead to some issues whenever the user attempts to download files from the jtel application in microsoft teams.
This has been fixed and downloaded files will appear now in the same tab/application.
The change was made in the following places: - CSV file export - Waves - Voice mails - Routing applications - Fax documents - Call recordings - Conferences - Skins - Acd mappings - Dialler contacts - TTS Exception Lexica
FTP Upload of Call Recordings - problem when no filename is specified
When no file name was specified for the FTP call recordings upload, then the upload would fail. This problem has been fixed. Please note, it is a better idea to specify a file name anyway, as the uploaded file will reference the internal ID of the recording on the jtel system otherwise, which contains no information on the recording, involved customer or agent and acd group anyway.
Filter Function - Agent Home and Mini-Client Agent Views
In the agent tabs in agent home and in the mini client (including category displays), the filter function caused indeterminite lists of agents to be displayed. This problem affected release 3.27 and above only, and has been fixed.
log4j2 - unnecessary dependency to log4j2 removed from platform UDP listener
An unnecessary dependency to log4j2 was removed from the platform UDP listener. Although this jar file was never loaded (so the platform UDP listener was never affected by the zero day issue), it caused security scan software to react as the file was present in the deployment directory.
A more selective index is now used when ACD events are distributed. This increases performance on systems with a large number of events (tens of thousands of events).
Deletion Problem when ACD Events were kept for less time than call statistics
ACD events were not finally deleted if they were kept for less time than the call statistics. Only when the call statistics retention time elapsed, would the event finally be completely deleted. This problem has been fixed.
REST Query advanced - encoding of special characters
When using the REST Query advanced in IVR routing application, some logs containing special characters would be incorrectly recorded containing junk characters. This problem has been fixed.
ACD-A-013 - ACD Statistics Agent Calls- records calls as "error" if the caller hangs up with cause 31 (normal unspecified)
If the caller hangs up before the call is connected to the agent, and cause 31 (normal unspecified) is reported, the report ACD-A-013 - ACD Statistics Agent Calls counts the call as an error. This problem has been fixed and this type of call is conisedered now as "Caller Hangup".
Users - inactive users are visible when sending callbacks and editing ACD events or dialler contacts
Even after deactivating users, they were still visible in:
Callback popup - User selection dropdown list. ACD Events - Send to agent dropdown list. Dialler Contacts - Dialler data - both Reserved by Agent and Follow Up Agent dropdown lists.
This has been fixed and these dropdown lists show only contain active users.
Reports ACD-A-012 ACD Agents Call Reason Report and ACD-G-008 ACD Group Call Reason Report layout improved
The layout of the reports ACD-A-012 ACD Agents Call Reason Report and ACD-G-008 ACD Group Call Reason Report have been improved to support longer transaction code names.
Chat with Whatsapp - Server not available because of logfile growth reaching storage capacity
After 24h of non-activity, the whatsapp session expires. This expiration can trigger a bug in the chatserver and an extreme growth in the logfile to reach the maximum storage capacity of the chat server. This problem has been fixed.
Acd Supervisor - Incorrect values for Acd Group Aggregation in Realtime Statistics Table
In the Supervisor - Tabs Inbound Status and Inbound Realtime: the Realtime Statistics Table contained incorrect values in some columns for the Acd Group Aggregation rows.
The values were:
Empty for: Agent Calls (↑•↓) and Calls Total Zero for: Availability Today, In Service Today, Calls Per Hour, Postcall Per Hour and PostCall Duration Ø
FTP export / upload throws errors when the file name contains special characters.
During FTP export, errors occur if the file name contains special characters. This problem has been fixed. The fix requires that the following system parameters are changed:
Portal.Daemon.FTP.EventSpool.Upload.Command --> Change to:
c:\cygwin\bin\lftp.exe -f $input_file
Portal.Daemon.FTP.EventSpool.Upload.Command.InputFile --> New parameter:
debug; set ftp:use-feat off; set net:reconnect-interval-base 5; set net:max-retries 2; set net:timeout 10s; set xfer:timeout 10s; set dns:fatal-timeout 5s; open -u ''$username'',''$password'' ''$server''; cd ''$remote_path'' && put ''$local_file'' -o ''$remote_file'' && exit
IVR - variable $caller_priority is not assigned globally when set in routing application.
The global variable $caller_priority was not assigned correctly when set in a routing application, for example from the ACD object. This problem has been fixed.
Skill Adjustment - Configuration page in "Agent Status" does not Update with the new information when switching to another Agent status.
When switching from one Status to another one in “Acd Agent Status”, The Content of the Tab “Skill Adjustment” will not be updated automatically, and the old skill adjustment(s) were shown. This has been fixed.
AcdSupervisor - Group Details - Active Agents - agent skill display with fixed skill adjustment incorrect
When a fixed adjustment was made to an agent skill due to a status change associated with a particular ACD group, the changed skill value was not displayed in the ACD Supervisor - Group Details - Active Agents page. This problem has been fixed.
MySQL - Saving some data does not work as of release 8.0.28
MySQL 8.0.28 (and probably above) return boolean FALSE values as BIGINT values which causes problems trying to save some data with MySQL 8.x. This problem has been fixed.
The post call counter display in the mini client would not decrease correctly. The end of post call was, however, always correct. This problem has been fixed.
Chat / Whatsapp connector unnecessarily create contacts in the database.
The logic behind creating Contacts in AcdEvents was not fit for Chat and Whatsapp events, it was creating contacts all the time since the condition behind the check “if the contact exists” was wrong. This issue has been fixed.
Supervisor Aggregation Groups - inconsistent operation across more than one tenant
Aggregation groups created under ACD - Aggregation Groups. would be displayed in the Supervisor - Inbound Status table and Supervisor Wallboard table for all tenants. This problem has been fixed - each tenant can only see their aggregation groups.
Agent Status Duration problem - caused by MySQL time difference overflow
If an agent stayed in the same status for more than about a month, the current status duration would not be displayed correctly in the mini client. This was due to an overflow in the TIME type within MySQL. This problem could cause the mini client to no longer function correctly. This problem has been fixed by using a custom function to calculate time differences.
The report "ACD Agent Calls Report 2 - itemised agent calls by service number" has incorrect entries when selecting the period option "From/To".
The report "ACD Agent Calls Report 2 - itemised agent calls by service number" under Statistics shows incorrect "From Date" and "To Date" when selecting the period option "From/To". This problem has been fixed.
Agent home - Inactive Users are still visible in Agent, Teams and Categories Tabs and in Acd Supervisor Agents Tabs.
Even after deactivating users, they were still visible in Agent, Teams and Categories Tabs under Agent Home - Call Handling and in Acd Supervisor All and Active Agents tabs. This problem has now been fixed - these tabs only show active users.
Salesforce - send callback requests via REST to Apex Class
The Salesforce integration now supports sending callback requests received by the ACD via REST to an Apex Class. This can be used by Salesforce (for example) to create a Case object in Salesforce which can be attached to the relevant Account or Contact and placed in a work queue.
This is configured, by configuring the following ACD group parameter in the ACD group:
This causes the ACD event to be placed in a REST queue, which is processed by a new daemon process Portal.Daemon.EventSpool.REST.j5, which must be activated as an 8-Server Daemon process.
The actual REST call is documented in the Salesforce Apex REST API description in the WIKI.
Service Number Parameters - Bug when using "Back" button and editing another service number
When exiting a service number edit page via the back button in the browser, and then editing another service number, the second service number would adopt the first service number parameters. These would then result in the settings being overwritten on save. This problem has been fixed.
Logging of setting Teams presence is in a wrong file
Teams presence connector write presence setting in a wrong file. This problem has been fixed and every log related to teams connector is now in the same file.
Subscribed reports: Send button should always be displayed, even if subscription is deactivated
Sending the report manually was not possible if the subscription was deactivated. It is now possible, to send a report, no matter what the status of the subscription is.
AcdGroups - problem copying transaction codes when copying an AcdGroup
When copying an AcdGroup without checking the box “Copy Transaction Codes“, the settings of transaction code under Offline Parameters were still copied. This problem has been fixed .
Filter Counter in Agent Home - Agent and Team Views - could be incorrect
The total number of records counter in the filter in Agent Home for the Agent, Team and category views - could be incorrect. This problem has been fixed.
Trunk Selection - bad trunk selection when trunk is configured on sysadmin level for a client which does not include all telephony machines
A bad trunk selection was made when a trunk was configured at sysadmin level for a client, which did not include all available telephony machines. This problem has been fixed. Please note, that the probability of this scenario being configured in a live deployment is extremely low, as this type of asymmetric configuration does not make sense.
New Fields in Dialler Contact - dtLastInboundCall, dtLastOutboundClickToDialCall, dtLastDiallerCampaignsResultCodesID
The following new fields have been added to a dialler contact
dtLastInboundCall: This contains the timestamp for the last inbound call made from the contact. It is detected on ACD groups associated with a master campaign associated with the sub campaign in which the dialler contact is saved.
dtLastOutboundClickToDialCall This contains the timestamp for the last outbound click to dial attempt made to this contact, for example from a voice mail or callback request.
dtLastDiallerCampaignsResultCodesID This contains a timestamp, for the last time the result code field was set, no matter how (user interaction, update via REST, dialler call etc.).
Telserver with multiple NICs - sometimes not possible to control calls
On a telserver with multiple NICs it is sometimes not possible to control calls from the web client because the IP address to use resolves to the external IP address instead of the internal IP address. This problem has been mitigated, by scanning all resolved addresses for the machine. The listener will now use the first internal IP address it finds during this process as the event source address.
Save Additional Info and User Data - problem if comma or semicolon present in information
The save additional info and user data object could cause problems parsing the additional information field, if commas or semicolons were present in the data. Semicolons and commas are now replaced with spaces. This could cause a follow on problem when the data was passed to the cluster, causing calls not to be signalled in agent home. Both problems have been solved.
The total number of IVR Statistics Markers or the total number of inbound calls was displayed, when the input list of IVR Statistics Markers or the input list of service numbers was empty. Now 0 is displayed instead.
The default agent status is overwritten after an update (Name, Colours, Abbreviations). This problem has been fixed - now status values are never overwritten.
Teams Presence Connector - Write Status from other PBX Connectors to Teams
The Teams presence connector can now write the status of other PBX connectors to teams. Currently supported are:
Innovaphone Presence Connector
NFON Presence Connector
The synchronisation with teams is done depending on the telephone number in active directory. For this reason, it is best if the PBX connector reports fully qualified E.164 numbers. However, this is not always possible, and setting the monitoring prefix may be necessary in the PBX connector.
Once matched, state changes reported by the PBX presence connector will be written to Microsoft Teams.
Please note that:
The status will be persisted for 1 hour (maximum) or until the next status change
Status set in Teams by a user manually always take precedence over the status reported by any other application. Therefore if a user sets himself to available (even if actually busy) then they will be shown as free.
Click to Hear Voice-Mail set Calling Party Number to Random A-Number
When using the click to hear function, the outbound call would be made on a potentially non associated service number. The trunk selected would be OK, but the signalled A-Party number was sometimes not. This problem has been fixed.
Extended Email Client - Stack overflow in webserver possible
An internal bug could cause a stack overflow in the webserver when using the extended email client if a reply was opened several times. This problem has been fixed.
Confluence templates are now available for SMS messages. The relevant template can be loaded using a drop down list in the SMS send dialog. The source of the templates (confluence tags) is defined in the client master data.
Security Groups - The Workflow Application Types and Workflow Objects tabs.
The Workflow Application Types and Workflow Objects tabs used within the security groups were intended to be visible to the reseller and the system administrator, and invisible to the client administrator and the user. This problem has been fixed.
Transaction Code Set - Announcement Playing now displayed in agent home
When an announcement is associated with a transaction code, and this is played during an active call, this status is now displayed to the agent in agent home and the mini client.
Contacts - search is not always performed correctly for events and incoming calls
When an incoming call is made, the search for a contact was only performed on the first telephone number field. This has been extended to include all telephone numbers. For ACD Events, a possible problem has been fixed when an ACD Event is created which could result in no contact being created.
Statistics and Service Number for Voicemail and Callbacks Missing - Configuration and Agent Group Issue
When a voicemail or callback event was received in an agent / configuration group scenario, the callback from the voice mail or callback event would not record statistics correctly. Also, the service number selection would cause error messages to appear in the telephony server even though the call was correctly setup. This problem has been fixed.
Call Transfer - Bug in Logic when a call is held and a transfer is made to a number that does not exist
A bug was found when transferring a call to an external number which is not valid/does not exist when a call was on hold. The configured announcements from the Acd Group were not played. This problem has been fixed.
Manual Dialer - contacts with follow up agent not reserved and refresh display problem
When contacts are reserved in the manual dialler, not all contacts are always reserved. Contacts which have a follow up agent are not reserved. The view of the dialler contacts is not refreshed after editing from the dialler. These problems have been fixed.
When embedded in teams, the Post Call Interval was not refreshed in agent home. This problem is caused due to the electron browser in the teams client not always executing the javascript when the tab in teams is changed. The behaviour has been changed so the client is pushed new data if it does not request a refresh of the data itself by the time the refresh interval has expired twice.
Trunk Groups - VOIP - Number Translator - Add prefix "sip:+", then E.164 number and postfix "@<ip>[:<port>]" - anonymous number signalling problem
When using the number translator VOIP - Number Translator - Add prefix "sip:+", then E.164 number and postfix "@<ip>[:<port>]" - anonymous numbers were incorrectly sent as "+". This problem has been fixed.