New Features
| Key | T | Resolved Date | Release Notes Subject | Release Notes Content |
|---|---|---|---|---|
| JTELDEV-7398 |  | IVR - New Live Agent Opt-In and Opt-Out objects | Two new objects have been added to the IVR:
These allow active opt-in and opt-out to / from the live agent within the IVR call flow. If an opt-out is performed, then the live agent will be deactivated, no matter what the settings in the ACD group are. See the following wiki pages for details: | |
| JTELDEV-7402 | | ACD Group Parameters - REST Calls (Telephony Events) - new variables | The following variables have been added to the variables which can be used in REST calls made during the ACD call flow:
See WIKI page https://wiki.jtel.de/x/ZIZhAg ) for more details. | |
| JTELDEV-7349 |  | FTP Upload - Support for Second FTP Server in Report Subscriptions | It is now possible to upload specific report subscriptions to a second FTP server. To enable this feature, follow these steps:
This enhancement allows greater flexibility in managing report distribution across multiple FTP servers. | |
| JTELDEV-7323 | | NPS (Net Promoter Score) Report - IVR-002-02 | A new variant of the report IVR-002, IVR-002-02 has been added, which contains data providing the net promoter score. The following columns have been added:
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| JTELDEV-7305 | | Summary Bot – Configurable AI Parameters via Client Master Data | By default, the Summary bot uses the configuration file located at /acd-store/shared/Data/config/acd-summary-bot/restserver.cfg. If you want to use a custom summary bot configuration, add the following parameters:AIParams.LiveAgent.SummaryBot.LLM.APIKey # API key for the LLM provider AIParams.LiveAgent.SummaryBot.LLM.Provider # LLM provider (currently only 'Mistral, openai, deepseek' are supported) AIParams.LiveAgent.SummaryBot.LLM.Model # Model name (e.g., 'mistral-large-latest', 'gpt-4-turbo') AIParams.LiveAgent.SummaryBot.LLM.Temperature # Temperature setting for the LLM If you want to use an external summarizer endpoint, add the following parameters:AIParams.LiveAgent.SummaryBot.ExternalSummarizer.Url # URL of the external summarizer AIParams.LiveAgent.SummaryBot.ExternalSummarizer.Temperature # Temperature setting for the external summarizer This enhancement allows for flexible, client-specific AI configuration without modifying the default config file. | |
| JTELDEV-7315 | | Braille Agent Home - Enhance Table Filter Accessibility with aria-labels | A new aria-label has been added to help users identify which table a filter belongs to. For example, if you are viewing the Agent table, the filter will include an aria-label such as "Filter Agent Tab" to clearly indicate its association. | |
| JTELDEV-7320 | | Innovaphone PBX Connector - Digest or Basic Auth | The innovaphone connector can now be configured to use either digest or basic authentication when connecting to the SOAP interface of the PBX. This is controlled by the setting: <add key="pbxAuthMethod" value="basic" /> OR <add key="pbxAuthMethod" value="digest" /> in the configuration file JTELInnovaphonePBXConnectorV11.dll. | |
| JTELDEV-7324 | | Agent Call Handling - 3-Party Conference Functionality | A 3 party conference function has been added to Agent Home and the mini client. When assisted transfer is enabled, the agent can start a 3 party conference once the second agent joining the call has been reached. The caller will be removed from “hold” and will join both of the agents or the external destination in a conference. The agent can “Unconference” the call at which point the caller will be put on hold, and the two agents will again be speaking alone. Further operations, such as “retrieve” which remove the second agent, and “transfer” which transfers the call completely are unaffected. Statistically the call is recorded as a consultation call, until it is ended, or an actual call transfer is made. | |
| JTELDEV-7179 | | Reports - New Opening Times Options in ACD Groups Report 6 and variant | The reports ACD-G-011 - ACD Groups Report 6 and ACD-G-011-02 - ACD Groups Report 6 - 02 (Active and Inactive) have been enhanced with new period options:
These additions allow you to generate reports that consider Opening Times for more precise analysis. | |
| JTELDEV-7319 | | Transfer Call - Override Caller ID with Agent’s Number for All Transfers. | Two new parameters have been added to the ACD group configuration to enhance call transfer functionality:
These options provide greater flexibility and transparency during call transfers, allowing the recipient to identify the transferring agent directly, both for internal and external calls. | |
| JTELDEV-6985 | | Teams Connector: Extension of Fields from Graph API including Department | The Teams connector has been enhanced to extract additional user metadata from Microsoft Graph API.
This extension enables richer presence information for Teams users and provides more detailed metadata for future integrations and reporting. | |
| JTELDEV-7313 | | Braille Agent Home - Current Call table does not have a resource to display | A new resource, portal.Acd.AgentHome.CurrentCallBraille, has been added to enhance accessibility in the Braille Agent Home. This resource allows administrators to control whether the "Current Call" table is displayed or hidden for users who rely on braille interfaces. | |
| JTELDEV-7289 | | RAGBot - Multi-Model Support – OpenAI, DeepSeek & Mistral Integration | RAGBot now supports OpenAI, DeepSeek, and Mistral models. In the Chat Connector → LLM tab, specify the desired model and provide the corresponding API key. This update adds more flexibility and control over chatbot behavior. | |
| JTELDEV-7231 | | Acd Agent Status - Add access keys | It is now possible to configure personalized keyboard shortcuts for ACD agent status to make status changes effortless. | |
| JTELDEV-7222 | | Scalable Multi-Tenant RAG Service with Modern Deployment, Admin UI. | A major upgrade to Ragbot, making it more powerful and user-friendly across the board. Here’s what’s new:
This update makes Ragbot more scalable, maintainable, and seamless to use — giving you better results with less effort. | |
| JTELDEV-7234 | | Data Manipulation Log - Change in Behaviour | Previously, the data manipulation log was not designed to be used at the client level of the system. It was only possible to see your own changes, if you had logged in directly to that user account. The behaviour has been changed to the following:
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| JTELDEV-7206 | | Agent Home Braille - Improve the display of "Actual Call" table for better screan reader compatibility | In this feature, we have enhanced the "Current Call" panel by upgrading it to a fully semantic ARIA grid. This includes the use of role="grid", role="row", and role="gridcell", along with appropriate aria-rowindex/aria-colindex and aria-rowcount/aria-colcount attributes. These improvements enable screen readers and braille devices to facilitating easier navigation within the table using arrow keys. Furthermore, the Teams tab is now accessible in the Agent Home Braille interface, featuring a newly introduced AccessKey. This AccessKey can be configured in User Master Data - Settings. For more details, please refer to the Braille Agent Home - jtel Portal WIKI - jtel Public WIKI. | |
| JTELDEV-7062 | | Preview Dialler - Calculate the actual contact preview time. | In this release, we've enhanced the JTELStats.DiallerContactsHistory table by adding two new timestamps: dtDiallerPreviewStart and dtDiallerPreviewEnd. These timestamps help track when a contact is loaded for preview and when an agent either skips or initiates a call. From these timestamps, we derive several key metrics:
These enhancements provide comprehensive, end-to-end visibility into each step of the preview, dialing, and result-code assignment workflow, enabling more efficient monitoring and analysis. | |
| JTELDEV-7195 | | IVR Run Script Object improvements | Run Script now includes a trim to trim whitespace from the results returned from the script. This makes it easier to use the results in some scenarios. | |
| JTELDEV-7149 | | ASR word spotting: new variable $input_unrecog_words for unrecognized words. | Added a new variable, $input_unrecog_words, to capture and store any words the ASR word-spotting engine fails to recognize. | |
| JTELDEV-6782 | | Delete PBX Users - New Functionality | Two new functions have been added to the PBX Users data table:
The function “Delete all” completely deletes all PBX Users. The function “Delete Foreign System” deletes only PBX Users, which have been imported via a PBX connector. In both cases, if a PBX connector or presence connector is being operated, the PBX users will be re-imported by the connector as soon as it is either:
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Bugfixes
| Key | T | Resolved Date | Release Notes Subject | Release Notes Content |
|---|---|---|---|---|
| JTELDEV-7651 |  | ACD Call Flow - Error in acd.CallTransfer.NumberTransfer | In acd.CallTransfer.NumberTransfer a variable was not declared, which would cause the new telephony server to log errors in a tight loop whilst the outbound call to the destination was being made. This problem has been fixed. | |
| JTELDEV-7589 | | Teams Presence – PBX user sync now correctly respects syncPbxUsers = false | Previously, PBX users were still synchronized even when syncPbxUsers was set to false, so the PBX user list was recreated after deletion. The synchronization logic has been corrected so that PBX users are no longer synced when this option is disabled. | |
| JTELDEV-7634 | | Dual List – Display issue when selecting a single item | When selecting one item from a dual list, a display issue occurred in the pick list
| |
| JTELDEV-7616 | | Incoming Call (ACD Group): $groupname variable was not resolved. | For incoming calls via an ACD group, the $groupname variable was not correctly resolved in the telephone display. The variable handling has been corrected so that $groupname now reliably shows the configured ACD group name. In the Signalling → Telephone Display section you can also use many other variables (for example $agent_name, $caller, $servicenumber, etc.) as described in the documentation: https://wiki.jtel.de/display/JPW/Editing+groups+and+creating+rules. | |
| JTELDEV-7628 | | jtel Portal - Problems creating mappings | The popup was not displayed when attempting to create some mappings (for example, agents to groups). This problem has been fixed. | |
| JTELDEV-7627 | | New Portal - Supervisor - Change Other Agent Status - Empty Drop Down. | In the new Portal, the “Change Status” drop-down appeared empty in the Supervisor view. | |
| JTELDEV-7602 | | Task Scheduler - Error running jobs with long names. | Jobs having long names (more than 32 characters) were not able to run successfully. This has been fixed. | |
| JTELDEV-7541 | | Dialler Preview - Preview Time Not Saved When Caller Refuses or Call Times Out | The issue where preview time was not saved when a call was refused or timed out has now been resolved. With this update, the preview time will always be recorded in the DiallerContactsHistory table, ensuring accurate tracking and reporting of preview activities regardless of the call outcome. | |
| JTELDEV-7561 | | Live Agent - Fixes for Missing ASR Conversations and Conversation Order During Call Transfer | Previously, users experienced issues in the Live Agent module where Automatic Speech Recognition (ASR) conversations were missing, and the order of conversation was incorrect when a call was transferred to an agent. This led to incomplete transcription visibility and confusion due to conversations being displayed out of sequence, particularly after call transfers. These problems have now been resolved: all ASR conversations are correctly displayed, and the conversation history maintains the proper chronological order following a transfer, ensuring agents have a clear and accurate view of customer interactions. | |
| JTELDEV-7568 | | Task Scheduler - Improved handling of Tasks right after closing times and holidays | Previously, tasks that were scheduled outside opening times or during holidays would wait until operations resumed, and then run immediately as soon as operations resumed. With this update, such tasks are now automatically postponed to their next valid run time. | |
| JTELDEV-7432 | | New Telephony Server - Display Names | With the new telephony server, some display names could be truncated when certain characters were used, for example a comma. Also, the encoding of characters was not correct in all cases. This problem has been fixed. | |
| JTELDEV-7572 | | New Portal – Cross-Portal: Old Agent Home data did not refresh | The Old Agent Home page, when accessed through the New Portal, was not refreshing its data (e.g., Agent, PBX Users, etc.). | |
| JTELDEV-7453 | | TAC - Wrong TAC popup display in case of call is terminated during a group transfer. | An issue was identified where the wrong TAC popup would appear if a call was terminated during a group transfer. This problem has now been fixed, and the TAC popup is displayed correctly when a call ends in this scenario. | |
| JTELDEV-7435 | | Live Agent - TAC Bot | Sometimes the buttons rendered by TAC Bot in the Live Agent were empty. This problem has been fixed. | |
| JTELDEV-7346 | | ConnectVariable Object - This object requires CNumber ID as destination number | The IVR object, ConnectVariable, must reference the ID of the destination number from the CNumbers table, rather than using a variable declared. | |
| JTELDEV-7535 | | Voice Mail Transcription - Exception of transcription contains a single quote | The Voice Mail Transcription via ASR would fail if the transcription contained a single quote. This problem has been fixed. | |
| JTELDEV-7529 | | LiveAgent - Null Pointer Exception When Using Copy or CRM Button Without Summary | Previously, clicking the "Copy" or "CRM" button without a summary present would result in a null pointer exception. This issue has now been resolved. Users can now safely use these buttons even when no summary is available, ensuring a smoother and more reliable experience | |
| JTELDEV-7528 | | JTELSQLException when trying to create a report subscription | A JTELSQLException could occur when trying to create a report subscription for some reports. This problem has been fixed. | |
| JTELDEV-7415 | | Group Call Transfer - Recording Settings Incorrectly Inherited from Original ACD Group | After call forwarding to a different group, recording settings are now determined by the destination group, ensuring forwarded calls do not inherit the recording option from the previous group. | |
| JTELDEV-7405 | | Call Recording - Filename does not contain unterdrueckt if the caller number is supressed. | A bug was fixed where the FTP call recording filename did not include the text "(unterdrueckt)" when the caller number was suppressed/anonymous. With this fix, you can now change the text that appears (previously "unterdrueckt") by modifying the value of the short text Caller.Restricted. | |
| JTELDEV-7428 | | Teams Presence Aggregator stops syncronization | In case of temporary DNS failure the connector was not restarted. Corrected exception handling. | |
| JTELDEV-7425 | | SMTP - Increase the limit on the subject size | The portal field size for the email subject field for jobs being sent by SMTP has been increased to 255 bytes. Now the subject will be truncated to 255 bytes if it is longer, instead of producing an error message. | |
| JTELDEV-7397 | | ACD - Reset of Call Counter on group transfer (blind) | The missed call counter for the agent would not be reset if the agent performed a blind transfer to an ACD group. This problem has been fixed. | |
| JTELDEV-7383 | | Agent Home / Mini Client - Call Transfer to Agents and External Numbers | With the new telephony server, when transferring calls to agents or numbers, sometimes no ring tone would be heard by agents during the transfer process, and no “Destination Busy” / “Destination no answer” audio file would be played. This problem has been fixed. | |
| JTELDEV-7392 | | New telephony server - IVR Connect Module - SIP Display Information always displayed as "%SIPDisplay%" | With the new blazar telephony server, the IVR Connect Module would always use "%SIPDisplay%" as the SIP display information. This problem has been fixed. | |
| JTELDEV-7372 | | REST API - 500 internal Error when creating Acd Events | An issue causing a 500 Internal Server Error when creating ACD Events via the REST API has been resolved. | |
| JTELDEV-7365 | | WhatsApp Messages sometimes delivered twice | WhatsApp Messages would sometimes be delivered twice if the session cookie was changed. This problem has been fixed. | |
| JTELDEV-7265 | | Call Distribution – Extended Search Groups Not Applied When Group Rule with 'Overflow Queue No Agents for Telephony' Is Active | Previously, when a group rule with the checkpoint 'Overflow Queue No Agents for Telephony' was active, the Extended Search Groups (ESG) feature did not take effect. As a result, calls remained in the original queue even if agents were available in the extended group, and were only distributed once an agent became available in the primary group. With this fix, Extended Search Groups are now correctly considered when the 'Overflow Queue No Agents for Telephony' rule is active. Calls will be distributed to available agents in the extended group as expected, improving call handling and reducing unnecessary wait times for callers | |
| JTELDEV-7221 | | Callback - In the case of a callback with a “suppressed number”, the number entered is not displayed in the media event. | Previously, when a caller entered their number via DTMF (group rule), the callback was created with an empty caller number. This issue has been resolved. Now, when a caller enters their number, it is correctly saved and displayed in the callback. | |
| JTELDEV-7226 | | Entra ID Login - Redirection Issue | Previously, users signing in via Entra ID with a single configured email were consistently redirected to the main portal page, even when the resources portal.Acd.AgentHomeOnly or portal.Acd.AgentHomeBraille were enabled. This issue has now been resolved. Users will be correctly redirected to their designated pages, ensuring a seamless and efficient login experience. | |
| JTELDEV-7205 | | ACD Group Rules - Conditional Rules within and Before Queue - Incorrect System Hangup | For the following group checkpoints:
a system hangup could be performed instead of ignoring the rule, if a rule was configured at one of the mentioned checkpoints which was:
but was not actually active according to the condition specified. How to reproduce:
This problem has been fixed. | |
| JTELDEV-7201 | | Transaction Code - The transaction code poup is displayed at the wrong agent after an uncompleted transfer to a group. | If a call was transferred to a group and retrieved again, a TAC popup was displayed at the wrong agent. This issue has been fixed. | |
| JTELDEV-7197 | | Innovaphone Connector - CLICKTOANSWER no longer works with Innovaphone Version 14 r3 and greater | When using the Innovaphone Connector with Innovaphone Version 14 r3 and higher, CLICKTOANSWER no longer works. This appears to be because the PBX gets confused when more than one SOAP connection is opened by the connector. The connector has been modified to only use one SOAP connection. | |
| JTELDEV-7193 | | AcdEvents Queue - Events can get stuck if events of a different type are not distributed | How to reproduce:
Result:
This problem has been fixed. | |
| JTELDEV-7150 | | Agent Home - Team status is not updaing in category tab. | On the “Category” tab in the agent home, the availability and the activity of teams users were not updated. This issue has been fixed. | |
| JTELDEV-7177 | | ACD-G-002-02 - Acd Groups Report 3 - 02 - Fails when no groups are selected | ||
| JTELDEV-7176 | | IVR - Origin AT Area Code | The IVR object Origin AT Area Code did not work correctly in some cases. This problem has been fixed. | |
| JTELDEV-7173 | | Swagger URL is incorrect in jrest | The Swagger URL was not accessible in jrest. This problem has been fixed. | |
| JTELDEV-7169 | | Network IVR - User Search - When no User ID specified the search fails | In the network IVR object “User Search” when no UserID was specified the search failed. This problem has been fixed. | |
| JTELDEV-7134 | | Agent Home - direct logging to agent home is not working with EntraID | When the resource portal.Acd.AgentHomeOnly is enabled, logging into the portal via EntraID incorrectly redirected users to the main page instead of the agent home. This issue has now been resolved. | |
| JTELDEV-7133 | | Braill Agent Home - Outbound call area is always rendered. | This fix improves the behavior and customization of the Agent Home interface for braille users. Details:
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| JTELDEV-7136 | | Agent Home Braille - Accesskeys are not working correctly. | A bug in the Braille Agent Home caused access keys for the Call Transfer tabs to not work due to incorrect index assignments. This has now been fixed. The access key support is now fully functional in both Braille and standard Agent Home views, enabling quicker and more accessible tab navigation. | |
| JTELDEV-6666 | | TAC - Incorrect TAC display when using the transfer type ‘Transfer with query options’ | The problem can be reproduced by performing a complete group transfer to a group in which no agent is connected. As soon as the call is in the queue, we connect an agent and answer the call. If the original and the target group have different TACs and the transfer type is ‘Transfer with query options’, the transferred agent receives a TAC popup with incorrect content. This problem has now been fixed. | |
| JTELDEV-7119 | | Chat - Fix for iframe issue with non-classic ChatServer URL, style improvements, and pending messages bugfix | Resolved an issue where iframes inside ChatConnectors did not load correctly when the ChatServer URL differed. Improved UI styles for consistency and clarity. Fixed a bug where chatbot messages were repeatedly sent due to pending message cleanup not triggering on refresh. | |
| JTELDEV-7106 | | Mini Client - PBX Users Tab: "Department" and "Extra Data" Columns Now Respect Resource Settings | Previously, the "Department" and "Extra Data" columns were always rendered in the PBX Users tab, even when the corresponding resource was disabled. This issue has now been resolved. The columns will only be displayed if the resource is enabled. |