When a call is made from a callback event associated with an Agent Group, the ACD group used to make the call (i.e. set the outbound telephone number) now can be selected from the call dialog – a configuration or standalone group can be selected.

A variant of the IVR Object Create AcdEvent Advanced is now available with variable parameters.

It is now possible to create ACD events with a priority and an optional date for an appointment. The following changes have been made:

Priority

Events in the queue are now sorted according to priority, highest first, then according to the received date, oldest first.

If no priority is specified (or for old existing events) then a value of 50 is used.

Appointment Date & Time

An appointment date / time can be specified. Events are not distributed before this date and time if specified.

When an event is created, the following rules apply regarding the date and time:

• If both are empty or not provided, no appointment is set. The event will be distributed as soon as possible.
• If only a date is provided, the time is set to 00:00. The event will be distributed at the earliest on the date specified, distribution will be tried immediately if this is in the past.
• If only a time is provided, the date will be set to the next possible instance of that time. Example:
  • If it is currently 15:30, and the time is set to 10:00, the date will be set to the next day.
  • If it is currently 15:30 and the time is set to 18:00, the date will be set to the same day.
• If both a date and time are provided, the appointment is set exactly to this. The event will be distributed at the earliest on the date specified, distribution will be tried immediately if the date is in the past.

Note: the actual distribution depends on the agents logged in and the distribution requirements (skill, priority etc.).

Features Updated to Support New Functionality

• Agent Home / Mini Client
  • When creating a manual callback, the date / time can be specified by agents. The priority 50 is always used.
  • Agents can see (but not change) the priority of the event.
  • Agents can see and change the date and time of the appointment for the event. Since the event has already been distributed (the agent has the event) it is not redistributed. The agent can see the new appointment in his list and use this as a reminder. The new appointment will apply if:
    • The agent logs out and the system is configured to redistribute events from logged out agents.
    • The agent forwards the event to an ACD group
  • Supervisors can see and change the date and time of the event and the priority.
    • A change to the date / time and priority will only actually immediately affect the event if it has not yet been distributed.
• IVR Object Create Callback and Create Callback Variable
  • The fields Priority, Appointment Date and Appointment Time have been added.
• IVR Object AcdEvents Create Advanced
  • The fields Priority, Appointment Date and Appointment Time have been added.
• REST API
  • The fields nPriority, dtAppointmentDate and dtAppointmentTime can optionally be specified when an event is created.

In some scenarios, it is desirable for agents to be able to activate call recording manually even if a caller has opted out of the recording previously in the IVR or ACD by pressing a DTMF in the appropriate menu.

A new option has been added to the ACD group configuration for call recording:

• Manual recording after caller opt-out

This enables manual call recording, after the caller opts out of the variant of call recording configured in the ACD group.

The agent can now see whether an opt-in or opt-out has been performed by the caller clearly in agent home and in the mini client.

The following WIKI page details the call recording options and processing:

https://wiki.jtel.de/x/VnjKBg

And the new option configurable in the ACD group is documented here:

https://wiki.jtel.de/x/_QAF

It is now possible to run IVR applications after a dialler call or click to dial outbound call.

To use this feature, the following must be done:

• In the service number, set the new option Run Routing Application after Agent Call (Outbound) (Tab Routing)
• This will cause the same configured application to run as is configured for inbound calls after the agent call has ended if:
  • Agents hangup the call on their phones
  • Agents press the “Hangup” button in agent home

Note, if the service number is configured to directly enter the ACD, then this would be a nonsensical configuration. The service number should be configured to run an IVR application when this option is set. Then the following modifications should be made to the IVR application:

• Near the start of the application (shortly after the Start object, but in principle as soon as possible so directly after the Start object)
  • Insert a Comparison object, and check the value of the variable $outbound
  • If $outbound is equal to 1, then jump to the relevant application or part of the application which should be executed after outbound calls
  • The rest of the call flow can remain as is

The IVR object Debug Variables now creates a variable dump in the .r5log (old telephony server) or .blog (new telephony server).

It is now possible to add custom data to the body of a manual callback, which may come from an external system or user inputs in the IVR.

This is performed in two steps:

• Define JSON Data and add this to the call using the object “Save additional Info and Userdata” - in the JSON field. NOTE: be careful to format the JSON correctly. Updating the JSON Data attached to the call will result in variables being provided in the form: $jsonData.XYZ were XYZ is the name of the field provided in the json.
• Update the Long Text for the manual callback ”*Acd.AgentHome.Callback.Body*”, and use the JSON data variables.

For example: saving the following JSON Data to the call:

*

*

will provide the variables $jsonData.customerNumber and $jsonData.customerName which can be used in the Long Text for the callback event.

An error was produced in the server console when a task was scheduled and the error task was to be run. If not configured, this would result in an error in the telephony server console. Note: the rescheduling of the task would proceed as normal so there was no impact produced. This problem has been fixed.

When using the the routingrunner function:

*rest/v1.0/

/routingrunner/run/

*

the REST API could select the incorrect server to run the application in a multi-server environment. This problem has been fixed.

When sending a chat event to another Agent or Group, the event remains open in the first agent and he can still send messages to the client, close, hangup and do all actions. This has been fixed, the event now disappears from the first agent and the view is redirected back to the previous page.

In some cases, the session ID could be added to the URL by the browser. The server incorrectly included this in redirects causing an ajax exception. This problem has been fixed.

When an anonymous caller created a callback twice, the first created callback would erroneously be commented with “Caller requested another callback” when using request callback variant 1 and 3. This problem has been fixed.

The Voice Mail Transcription did not add transcription to voice mails sent directly by email (distribute via ACD was set to false). This problem has been fixed.

The Mini-Client (both executable and web) did not play a sound when an incoming chat was received. This problem has been fixed.

The event and chat icons both flash when a chat event is coming up. This problem has been fixed.

The language ID was set incorrectly when logging in via a cookie. This problem has been fixed.