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KeyTResolvedRelease Notes SubjectRelease Notes Content
CSTYRIA-165StoryCall Flow - new REST GET functions available at various points in the call flowThe following parameters can be added to an ACD Group which causes the server to send http GET requests (REST calls) to a configured URL when events occur in the call flow to agents.

CallTransfer.Client.<UseCase>.<Event>

The parameter UseCase may be one of:

INBOUND.ACD.DIRECT
INBOUND.ACD.BLENDED
OUTBOUND.CLICKTOCALL
OUTBOUND.DIALLER
TRANSFER.AGENT
TRANSFER.GROUP
TRANSFER.SYNONYM
TRANSFER.NUMBER
TRANSFER.NUMBER_ANNOUNCEMENT

The parameter Event may be one of:

RINGING <-- sent when the call is in the ringing state
CONNECTED <-- sent when the call is connected
CONNRES.1 <-- sent when the call was successful and is ended
CONNRES.2 <-- sent when the call was not answered
CONNRES.4 <-- sent when the caller hungup during the transfer
CONNRES.6 <-- sent when the called agent refused the call or hungup during a whisper transfer announcement

Note, the use cases CONNRES.3 (Busy) and CONNRES.5 (SIP Reason) and CONNRES.7 (Error) are not necessary, since a RINGING event must always be received before any REST calls are made.

The value of the parameter is specified as a multi-line value instructing the server what to do. The following lines are allowed:

URL=<url> <- Specifies a URL to be called
METHOD=GET/POST <- Specifies the http method to use
TIMEOUT=<ms> <- Specifies a timeout in ms before the function is aborted.
HEADER=<http_header> <- Specifies an http header to be used. May be specified multiple times.
QUERYPARAM=<param=value> <- Specifies a query parameter which will be added to the URL in URL encoded format
DATA=<value> <- Specifies POST data which will be sent with the request

The following variables may be used in the parameter value:

$date_time <- the current date and time
$service_number <- the ServiceNumbers.Name field
$service_name <- the ServiceNumbers.Name2 field
$caller <- the caller ID
$agent_name <- The surname of the agent
$agent_firstname <- The firstname of the agent
$agent_number <- The number of the agent
$agent_id <- The ID of the agent
$agent_tel <- The telephone number of the agent
$agent_uid <- The UID of the agent
$agent_nickname <- The NickName of the agent
$group_name <- The name of the ACD group
$group_number <- The number of the ACD group
$diallercampaign_name <- The name of the dialler campaign
$diallercontact_name <- The surname of the dialler contact
$diallercontact_firstname <- The firstname of the dialler contact
$diallercontact_externalsystemlink <- The external system link for the dialler contact
$diallercontact_userdata <- The UserData field for the dialler contact

Examples:

This will send a GET request when a direct inbound ACD call is ringing:

Parameter:
CallTransfer.Client.INBOUND.ACD.DIRECT.RINGING
Value:
URL=http://myrestserver:9999/inbound_acd/ringing
METHOD=GET
TIMEOUT=3000
HEADER=X-JTEL-ACD: True
QUERYPARAM=agentNickname=$agent_nickname
QUERYPARAM=caller=$caller
QUERYPARAM=service_number=$service_number
QUERYPARAM=call_id=$statisticsparta_id
QUERYPARAM=direction=inbound
QUERYPARAM=service_name=$service_name
QUERYPARAM=group_name=$group_name

This will send a POST request when a direct inbound ACD call is not answered:

Parameter:
CallTransfer.Client.INBOUND.ACD.DIRECT.CONNRES.2

Value:
URL=http://myrestserver:9999/inbound_acd/noanswer
METHOD=POST
HEADER=X-JTEL-ACD: True
DATA=agentNickname=$agent_nickname
CSTYRIA-161StoryAcdGroups - New Tab "Parameters"A new tab "Parameters" has been added to ACD groups. This feature will be used to enable implementation of various features and settings without having to replace / update the web application.
CTEL24-25ACD Call Transfer - Outbound Signalling Parameter in P-Asserted / P-Preferred IdentityThe Signalling parameter used to override the A-Party number on call transfer to external destinations now supports overriding the P-Asserted-Identity and P-Preferred-Identity parameters.
CSTYRIA-160StoryREST - new user control function postCallEndA new function "postCallEnd" has been added to the rest interface. This ends the automatic post call interval for a user.
CTEL24-21SupportIVR Start Object - causes GOSUB to lose parametersThe Start object was initiating the service number parameters every time it was called. This may cause problems when a GOSUB was used in the routing application and an (existing) service number parameter was assigned to before the GOSUB - the parameter may be overwritten by the GOSUB call. Now, the service number parameters are only initialised the first time the Start object is called during a routing application / call.
CSCHEP-95BugAgent Home - Categories display not updatedUser Categories and their contents (the agent list) were displayed incorrectly in agent home - newly created or deleted categories were not immediately visible. This problem has been fixed. In addition, the categories are now displayed in alphabetical order.
CLWV-43BugMedia events - delivery to history instead of eventsThe media event delivery status caused events to be delivered to the media history instead of the events tab. This problem has been fixed.
JTELDEV-5263BugService Numbers Report 2 (Inbound ACD) - ACD-S-002 - errors in some columns

ACD-S-002 - the records in columns "Answered in Service Calls", "Answered not in Service Calls", "Lost Calls", "Quote Lost Calls" and "Service Level" were not correct depending on the time interval and the granularity chosen. This problem has been fixed.

CLWV-34BugTeams Connector - MS Graph API does not support querying presence of more than 650 usersThe MS Graph API does not support querying presence of more than 650 users. This problem has been fixed by querying multiple times for larger tenants.
Also a useful piece of information for configuration: If the password or key for the tenant include the & character, it must be replaced with %26 in the XML configuration file.
JTELDEV-5289SalesForce - Lightning Support now Pops up Softphone in SalesForce when a call is received

In Salesforce, the lightning support module now pops up the softphone in addition to any Salesforce record found or screen popped, when a call notification is received.

CNFON-834BugCall-Transfers to ACD-GroupsA problem in call distribution after a transfer to a different ACD-Group caused calls to be serviced incorrectly. This problem has been fixed.
CZVOOVE-117StorySalesForce getCallerInformation - Extended FunctionalityThe SalesForce getCallerInformation object has been extended to include two new parameters to the REST query to the SalesForce instance.

The first new parameter queryType allows the user to specify a particular type of query to perform in the SalesForce instance. This could, for example, be used to query for tickets, or other data in the SalesForce instance.

The further parameters UserData, UserData2 and UserData3 can be filled with any information required. For example, a ticket number, or a contract number, or customer number - whatever is required.

The implementation is backwards compatible - i.e. older Apex classes will still function as before (only considering the three parameters serviceName, serviceNumber and callerNumber). Newer Apex classes which use the new parameters can take advantage of the extended functionality.
JTELDEV-5287Direct Call to Agents, Groups, PBX Users and Numbers possible from Agent Full Client

The full client now supports the same functionality as the mini client - it is possible to call agents, groups, PBX users and numbers directly from the agent home screen. This functionality has been available for several releases in the mini client.

CNFON-902IVR Test Number - warning if a country code is configuredIf only a country code is configured in the test number for an IVR application, a warning message is now displayed. The user can still choose to save this setting, which results in all callers to the number from that country being handled by the test version of the application.
JTELDEV-5276StoryNew IVR Object CRM+ Query

A new object “CRM+ Query” has been added to the IVR for querying the Brainformatik CRM+ system. See https://wiki.jtel.de/x/LoRhAg for details on how this object works.

JTELDEV-5284BugReports "ACD Groups Report 5" and "ACD Groups Report 7 " not generated when no selection made

When generating the reports "ACD Groups Report 5" and "ACD Groups Report 7 "without any selection, an error occurred. This problem has been now fixed.

JTELDEV-5235BugReport "Transaction Codes Overview" - not generated when no agents are selected

When trying to generate the report "Transaction Codes Overview" without any selected agents, an error occurred. This problem has now been fixed.

CNFON-899BugReport "ACD Inboxes Itemised Details" - not generated when no selection madeWhen trying to generate the report "ACD Inboxes Itemised Details" without a selection an error occurred. This problem has now been fixed.
JTELDEV-5269BugInstallation procedure - Platform UDP listener with java 12 as a service

The service installation scripts for the platform UDP listener have been updated to start the UDP listener using java 12.

JTELDEV-5247BugPortal - password length restriction removed

The login screen now accepts huge passwords with practically no limit.

JTELDEV-5181BugNFON Presence Connector - Extension names with an apostrophe cause problems

Extensions with a ' in the name caused problems in the NFON presence connector. This problem has been fixed.

JTELDEV-4810BugACD Event handling - email internationalization correction

Previously the message “Email sent“ was not translated. This has been corrected.

CTDM-316SupportIVR - DTMF menu with variable prompt list - problem with very long prompt list.Using an extremely long prompt list in an IVR DTMF Menu with variable prompt object could cause the object to fail. This problem has been fixed.
JTELDEV-5245JREST - support for incoming date/time parameters including milliseconds and a time zone

The JREST server now supports the function {clientsID}/info which returns the time zone information from the server.

Incoming date / time formats now support the following format if configured in the REST server:

yyyy-MM-dd'T'HH:mm:ss.SSSZ

JTELDEV-5017IVR - Comma and apostrophe characters in names caused problems

Using an apostrophe or comma in the name of an IVR object would cause problems. These characters are now converted to similar unicode characters which do not cause problems.

CHTP-79SupportTTS prompts cannot be created with large content sizeCreating a TTS prompt that has a content of over 300 characters would cause an error. This problem has been fixed.
CNBANK-56SupportIVR counter statistics errorThe IVR counter statistics could cause an error in the web application. This problem has been fixed.
JTELDEV-5204StoryTerminology Change - ISDN cause to SIP reason

The reporting terminology has been changed from ISDN cause to SIP reason in all relevant reports.

CNFON-708BugREST Query advanced - encoding of special charactersWhen 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.
CTDM-313SupportCallback from ACD Event in Supervisor using "Preset" Service Number - no record is created in Statistics.Upon receiving an Acd Event in Supervisor, while no agent was assigned yet, If the supervisor makes a callback using the "Preset" Service Number option, no record is created in 
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