Release 3.31

The google maps page in the ACD Supervisor Groups Detail view no longer worked because the Google API being used was depricated. This problem has been fixed.

Pressing the "Release" button in the "Dialler - Contacts (All)" table results in a NULL pointer exception. This problem has been fixed.

After receiving a logged out or logged in event from the Starface Connector, the PBXUsers table is now updated too. The column TelStatusID is set as follows

• -1 (unregistered) when a logged out event is received
• 0 (free) when a logged in event is received

The chat and video java script has been modified to not overwrite the window.onload }}function but instead use {{window.addEventListener("load", ...

This prevents some hard to find errors when the script is embedded in another website.

The task scheduler provides the capability to run tasks at scheduled times, optionally repeating them as required.

It has the following capabililties:

• Run a telephony task on a specified date and time by making an outbound call to a destination and starting the application configured on a service number
• Run a workflow task on a specified date and time by starting a background daemon process and running a workflow (GUI) application
• Reschedule the task on completion for a time in the future
• Retry the task if it fails to start or fails to complete
• Start an error task (as a background process) if the task exceeds the maximum number of tries before it completes

More documentation on the task scheduler can be found here: https://wiki.jtel.de/x/_oRhB

Atlassian updated their API tokens to be longer. Now the configuration accepts tokens of up to 256 characters in length.

This report is based on ACD-G-003 but contains three additional columns:

• All Calls (total inbound plus outbound calls)
• Voicemail Calls (calls which resulted in a voicemail being left)
• Callback Calls (calls which resulted in a callback request being left)

See this page for details: https://wiki.jtel.de/x/1wApAg

When the supervisor grid is loaded, it now:

• Checks the user settings for a current grid layout. If this is present, then the grid is loaded as usual.
• If the user settings contain no parameters for a grid, then the client parameters for grid 1. If present, these paramaters are applied to the user settings and grid 1 is displayed.
• If there are no client parameters then the standard layout for grid 1 is saved to both the client parameters and the user parameters.

If the user changes to a new grid layout using one of the buttons “Grid 1” … “Grid 3”, the procedure is as follows:

• The client parameters are checked for settings for the relevant grid. If present, these parameters are loaded to the user settings and the grid is displayed.
• If not present, then the default settings for the relevant grid are loaded and saved to both the client parameters and user parameters.

The parameters required to define each grid are documented here: https://wiki.jtel.de/x/5gAF

The client parameters are additionaly configured using the number of the grid to be configured. Here is an example of the required client parameters for grid 2:

A counter for the total number of open acd events has been added to the mini-client and to agent home. This feature is enabled using the resource Acd.AgentHome.MiniDashboard.AllGroups.OpenMediaEvents. A new table has been added to the supervisor for the total number media events which contains the following columns (the resources which control the visibility of these columns in the supervisor are shown in brackets):

• Total Media Events Distributed (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Distributed)
• Total Media Events Done (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Done)
• Total Media Events Error (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Error)
• Total Media Events New at Agent (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.DistributedNewAgent)
• Total Media Events Seen at Agent (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.SeenAgent)
• Oldest Media Event (over all events) (Acd.AcdSupervisor.InboundStatus.TotalMediaEvents.Oldest)

This report indicates which transaction code was set for which billing number (which is related to a service number). It contains fields showing the service number, the service number name and the number of transaction codes set.

See https://wiki.jtel.de/x/UYRhB for details.

This report contains aggregated data for inbound and outbound calls to the selected service numbers over the time period and granularity chosen.

See https://wiki.jtel.de/x/uoBhAg for more details.

A new IVR object Create Callback (Variable) has been added, which allows the specification of a variable ACD Group (for example $acd_groups_id) when creating the callback.

In AcdGroups - Rules tab, copying rules with Conditional Rule Activation and Delayed Rule activation does not work correctly. This problem has been fixed.

An additional parameter in the configuration file - UseWindowsPipes - has been introduced, to make the use of the command line dial functionality in a terminal server environment work:

AcdMiniClient.exe --dial <number>

Setting this parameter to True makes the mini client create a windows pipe which is used to communicate between the instances of the application when a second instance is started using the command line. The default setting is True so no reconfiguration is required for older config files.

A new announcement Prompt "Callback already booked" has been added to the ACD group parameters (on the Queue Tab). If an existing and not yet closed callback event existts for the current caller and ACD Group (Standalone or the combination ACD Configuration and Agent Groups) then this announcement is played. The modifications to the call flow are documented here: https://wiki.jtel.de/x/DoFhB

A new group action type “Change Waiting Announcements” has been implemented, which can be used at the checkpoint “In Queue” with a corresponding delay. In the parameters for the new group action 5 announcements can be specified. At the point in time the action is executed, the previously configured Prompt 1 …. Prompt 5 in the Music on Hold Loop are replaced and the queue music loop will restart with the new configuration.

If the user closed the chat dialog, the chat session was sometimes redistributed to another agent. This problem has been fixed.

In the Mini Client version 3.19 clicking on an Agent Status Change caused the application to close. This problem has been fixed.

The ID of lists is now visible in portal when editing a list, on the “List” tab. This is helpful when using IVR functions which require a dynamic list ID.

The enquiry time and corresponding data was always set to null in all reports and statistics data. This problem has now been fixed.

This feature adds a check for existing callbacks before they are manually created. If a callback already exists, agents receive a warning text informing them that a callback event already exists for the caller and ACD group selection made. Agents can then

• Create the callback event anyway
• Add a comment to all existing callbacks via a new “Comment” button.

To enable this feature, set the Duplicate manual callback event prevention parameter under AcdGroups - Offline parameters to true (checked / on).

If an agent was running several clients, for example the micro client embedded in Salesforce and the mini client using the mini-client .EXE, then changing the outbound group in one session would not affect the selection of the outbound group in other sessions. Now, the data is synchronised between the sessions. Please note, that the synchronisation period may be up to 10 seconds, depending on what the agent refresh timeout is set to.

The JasperReports engine in the portal has been updated to Version 6.20.

The report ACD-TAC-001-02 has a problem with the layout in XLS format. Each record line is followed by a blank line. This problem has been fixed.

A new parameter has been added to the User’s configuration in the portal - Max ACD Events per Agent. This limits the total number of ACD events (of any type) a user can receive.

The FTP daemon would throw errors if it tried to upload a file which had not yet been copied to the data directory. The root cause of the problem was a race when the call is disconnected. If the recording file had not yet been closed it could not be copied. Now, a 2 second pause is made at the end of the call if the file cannot be copied to give the recording job a chance to close the file.

This issue affected release 3.29 from October 2022 onwards. The postcall interval was incorrectly calculated when the agent switched to manual postcall status during a running automatic postcall, the manual postcall interval was no longer added to the automatic post call interval. This problem has been fixed.

In the Mini Client Version 3.18 clicking on the CRM-URL did not result in the browser opening. This problem has been fixed.

A new report ACD-TAC-001-02 - ACD Transaction Codes Report - 02 has been introduced. This report changes the way call duration is calculated. The call duration is now the difference between the connection and the end of the call or once the agent transfer the call. The new report has three additional columns:

• Agent Call Start: the time at which the call starts ringing.
• Agent Call Connect: the time at which the agent answers the call.
• Agent Call End: the time at which the call was disconnected or transferred.

The following variables have been added to the IVR:

• $ringing - if the call ever was or is currently ringing (inbound and outbound)
• $outbound_res - the result of making an outbound (planned) call
• $offhook - if the call ever was or is currently offhook (inbound and outbound)

See https://wiki.jtel.de/x/cQAF for details.

The list functions objects have been extended by two new equivalent objects which accept a variable as the list ID. The functionality is otherwise unchanged.

When parameterising a service number, the selection of 4 lists is now possible, which are passed to the variables $lists1_id, $lists2_id, $lists3_id and $lists4_id.

The variables $date and $time were not updated correctly when executing some objects. Now the date and time are updated once immediately before object execution is started.

A new variable $outbound has been added. This contains 0, if the call is an inbound IVR call, 1 if the call is an outbound IVR call.

A new report variant ACD-A-002-02 - ACD Agent Calls Report 2 - 02 has been introduced. This variant also contains outbound calls, and an additional column “Type” which either contains “Inbound” or “Outbound”.

Call recordings can now be restricted to being visible only to client administrators at any number of times during the day, by specifying the following client parameters:

CallRecordings.RestrictToAdmins.Time.1 ← specify the first time, for example 08:00

CallRecordings.RestrictToAdmins.Time.2 ← specify the second time, for example 14:00

CallRecordings.RestrictToAdmins.Time.3 ← specify the third time, for example 20:00

Any number of times can be specified - just keep increasing the numbers.

Shortly after the specified time, existing call recordings which are visible to users in the view Messaging … Call Recordings will become invisible to any user level accounts and will only be visible to administrators from this point in time onwards.

The confluence API has a standard limit of 25 results. This limit can be now changed by adding a new line to the query: limit=value, where the value is the number of required results.