Release 3.34

The report ACD-S-002 - Service Numbers Report 2 - excel variant used the wrong template. This problem can be mitigated by deleting the file //acd-store/shared/Data/system/jasper/Statistics_ServiceNumbersReport2.xls.jrxml and is automatically fixed when an update to this version is performed.

Two issues were fixed in this ticket.

Scenario:

Incoming chat from customer distributed to an agent. The receiving agent is the only logged in agent in the group.

Use Case 1:

• Agent has the open chat event and sends it to the same ACD group

Result:

• The Agent is thrown out of the event and an Ajax Exception occurs
• He receives the chat event again

Use Case 2:

• Agent has the open chat event and a Supervisor sends the event to the group via the supervisor view

Result:

• Both the agent and the supervisor now have the chat event

Both these problems have been fixed.

An unnecessary reference to an unused library caused log4j version 1.4 jar to be present in the portal war file. This dependency has been removed. Please note, it is not necessary to patch existing installations, as the file was never used by the webserver.

When you login with Azure authentication, the tiles in the main view are sometimes displayed in the wrong language. This problem has been fixed.

When you logged in with Azure, not all required components are displayed in the Supervisor and Agent Home. This problem has been fixed.

In some cases, the wrong file was sent via email for a report subscription. This problem has been fixed.

In the IVR object InputASR, a new timeout has been added - “Timeout Betweeen Words“. This timeout defines the maximum value of silence between words. The default value is 1500 ms. Once this timeout has occurred, the ASR will calculate the final result.

The wallboard URL was not accessible if the client account was setup to force Microsoft Azure login using portal.Login.Azure.Force

This problem has been fixed.

It was not possible to remove the azure login button from the login screen, even if there was no azure authority configured in the client account. This problem has been fixed.

Chatbot - there was a problem displaying special characters received from the chatbot. This problem has been fixed.

The TTS Engine list in the IVR GUI dropdown lists was not sorted correctly. This resulted in de-AT and de-CH being at the bottom of the list, instead of above de-DE for example. This problem has been fixed.

The necessary language definitions to use de-AT (Austrian German) and de-CH (Swiss German) with both ASR and TTS have been added to the portal.

It is now possible to configure a second FTP server so call recordings can be uploaded to a second FTP server.

This is performed by creating a second client, then adding a Client parameter FTP.CallRecordings.CopyJob.ClientsID in the first client which contains the Clients.ID of the new client.

The credentials for the new FTP server are created in the second client account, and the FTP jobs will be copied from the first client to the second client, resulting in two uploads.

A further parameter FTP.CallRecordings.CopyJob.UsersIDs can be used to constrain the users for which the job is copied. This parameter is provided as a comma separated list.

NOTE: do not put any spaces or other characters between the IDs - this will not work.

Examples:

Good: 1,2,3,4,5

BAD: 1, 2, 3, 4, 5

It is now possible to color values displayed in the tables of the ACD supervisor using flexible thresholds and coloring.

For example, if the service level drops below 60% it could be shown in red, below 80% in yellow, otherwise in green.

For more information please see this page: https://wiki.jtel.de/x/AgBrBg

If a cockpit variable had a very long name, then the text would overflow out of the tile in the supervisor covering the previous slider (the one rendered above). This would prevent operation of the slider control. This problem has been fixed - the name is now truncated, the full name of the cockpit variable can be seen by moving the mouse over the shortened text.

There was a problem with the display of special characters in the call log. This problem has been fixed.

It is now possible to customize three areas in agent home and the mini client, for the actual information displayed when a call is received.

The level of customization is high, the display of the information is based on asciidoc - a variant of a markdown language. With this highlighting and coloring is possible, tables can be displayed, and and number of individual links can be added. Even the display of graphics hosted on a separate server is possible.

Customization can either be applied globally, or on an individual ACD Group basis. Using the feature on an individual ACD group allows, for example, the greeting and group specific information or links to be displayed.

JSON data call be attached to the call in the IVR call flow, enabling much more data to be attached than previously. For example, a complete customer record with name, address and contact details, purchased products, etc. could be attached and displayed using an asciidoc template.

Changes were made to the IVR object Save additional Info and Userdata - see here for details: https://wiki.jtel.de/display/JPW/Save+addit.+Info+and+Userdata

Documentation on how the customization is performed, is available here: https://wiki.jtel.de/display/JPW/Customization+of+Agent+Home+and+Mini+Client+Displays