It is now possible to upload specific report subscriptions to a second FTP server. To enable this feature, follow these steps:

1. Enable the Resource:
   Activate the resource portal.Statistics.ReportSubscriptions.bUploadToSecondFTP.
2. Configure Client Parameter:
   Add the client parameter FTP.ReportsUpload.CopyJob.ClientsID. This parameter should contain the ClientsID under which the second FTP server is configured.
3. Select the Option in Report Subscription:
   When creating or editing a report subscription, check the option Upload To Second FTP Server to enable uploads to the additional FTP server.

This enhancement allows greater flexibility in managing report distribution across multiple FTP servers.

From now on, only G.711 codecs are deployed with the telephony container.

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:

• Detractors (0-6)
  • Count
  • Percentage
• Passives (7-8)
  • Count
  • Percentage
• Promoters (9-10)
  • Count
  • Percentage
• NPS
  • Promoters Percentage - Detractors Percentage

By default, the Summary bot uses the configuration file located at /acd-store/shared/Data/config/acd-summary-bot/restserver.cfg.
With this update, you can now override the default configuration by specifying parameters directly in the client master data.

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.
Simply add the desired parameters to the client master data to customize the Summary Bot’s behavior for each client.

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.

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:

• Today with Opening Times
• Yesterday with Opening Times
• Current Week with Opening Times
• Last Week with Opening Times
• Current Month with Opening Times
• Last Month with Opening Times
• From/To with Opening Times

These additions allow you to generate reports that consider Opening Times for more precise analysis.

Two new parameters have been added to the ACD group configuration to enhance call transfer functionality:

1. Override signaling with agent telephone number for external transfer
   When enabled, the agent’s telephone number will be used as the caller ID for calls transferred externally, ensuring the recipient sees the transferring agent’s number.
2. Override signaling with agent telephone number for internal transfer
   When enabled, the agent’s telephone number will be used as the caller ID for calls transferred internally.

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.

The Teams connector has been enhanced to extract additional user metadata from Microsoft Graph API.

• The Department field is now retrieved and stored in the PBX Users table.
• Other relevant user attributes (such as givenName, surname, jobTitle, officeLocation, city, state, country, streetAddress, postalCode, companyName, mobilePhone, createdDateTime, employeeId, accountEnabled, and preferredLanguage) are also retrieved and provided as a JSON object.

This extension enables richer presence information for Teams users and provides more detailed metadata for future integrations and reporting.

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.

It is now possible to configure personalized keyboard shortcuts for ACD agent status to make status changes effortless.
Simply, add a parameter in User Settings named AccessKeys.AcdAgent.Status.<ID> }}(replace {{<ID> with the ID of the desired agent status), and assign it a single letter of your choice. Once configured, simply press Alt + [your chosen letter] to instantly switch to that status.

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.

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:

1. Preview Time: Calculated as dtDiallerPreviewEnd – dtDiallerPreviewStart, this metric shows the duration a contact is in preview mode.
2. Call Duration: Measured as dtCallEnd – dtCallStart, it indicates the length of each call.
3. Result-Code Latency (No Calls): Defined as dtCreated – dtDiallerPreviewEnd, this measures the time taken to assign a result code when no call is made.
4. Result-Code Latency (With Call): Calculated as dtCreated – dtCallEnd, it reflects the latency in result-code assignment after a call.

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.

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.

Added a new variable, $input_unrecog_words, to capture and store any words the ASR word-spotting engine fails to recognize.

The IMAP connector for Linux has been extended with EWS support.

The configuration file adds new parameters which activates the corresponding functionality:

• IMAPActive: true / false
• EWSActive: true / false

Note, for all installations: it is recommended to port all mail connectors to IMAP(S) and SMTP(TLS) and not use the older EWS functionality as EWS functionality will no longer be supported by Microsoft in the future.

The trunk Group matching algorithm now supports partial matching on the SIP Source Server and SIP Destination Server. This is useful for TLS connections, where the port on the opposing side of the connection is not always the expected port because the remote server uses a new TLS connection for each call.

The workflow object User Search now has a parameter to search by the user’s ID.

Also, AcdStatus related Variables have been changes.

Some variables were User related and not groups related:

• <prefix>.AcdStatus.<AcdGroupsID>.AcdAgentStatusID → <prefix>.AcdStatus.AcdAgentStatusID
• <prefix>.AcdStatus.<AcdGroupsID>.bLoggedInAcd→ <prefix>.AcdStatus.bLoggedInAcd
• <prefix>.AcdStatus.<AcdGroupsID>.bPauseACD → <prefix>.AcdStatus.bPauseACD
• <prefix>.AcdStatus.<AcdGroupsID>.WavesID→ <prefix>.AcdStatus.WavesID

A new callBOT command for seamless GPT calls from the command state has been introduced.

It can be used as follows:

• Simple: /control:runRoutingApplication,callBOT → the bot will receive a /callBot message.
• Advanced: /control:runRoutingApplication,callBOT#<message with placeholders $> → the bot will receive the message after the # with the placeholders replaced from pdata.

GPT/RAGBOT now supports sending interactive buttons and images for a richer user experience.

A new feature is introduced which allows users to select the email sender in the IVR Email object. If no specific sender is selected, the system will default to the email configured in the client or sysadmin parameters.

Key Enhancements:

• Users can now define a custom email sender for the IVR Email object.
• If no sender is specified, the system automatically falls back to the default email.
• To configure a custom sender, an ACD inbox must be created with the "Non Qualifier System" option enabled.
• When configured this way, the ACD inbox will be used exclusively as the sender email for the IVR Email object.

This enhancement provides greater flexibility in managing outbound emails from IVR, ensuring better customization and control over sender addresses.

Version 4 of the portal can now embed pages from version 3 of the portal without the necessasity of logging in again. This functionality is available to beta testers of the new portal only.

The chat CSS has been updated to a new style conforming with the design of the new portal.

Some PBXs cannot detect an anonymous number correctly, and send the dial prefix along with an empty number (i.e. the telephony server receives a call from 0). For the incoming number converter “Telephone 0, 00” the behaviour has been changed, so that if only a 0 is received, it is assumed to be anonymous.

The Callback Request popup now allows agents to manually set a priority for callback requests.

The default priority remains 50, while the Low and High priority values are now dynamically defined in the ACD Group settings (offline Parameters).

Agents can select:

• High Priority – For urgent callbacks.
• Default Priority – Standard handling (50).
• Low Priority – For less urgent callbacks.

It is now possible to control the rendering of live agent services such as AI transcription, AI summary or AI suggestions. Each service has its own resource.

• portal.Acd.AgentHome.LiveAgent.AI.Transcription - render the AI Transcription section
• portal.AgentHome.LiveAgent.AI.Assistant - render the AI Assistant services like Suggestion, Summary and Sentiment.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Caller - render the caller’s sentiment.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Agent - render the agent’s sentiment.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Sugesstion - render the AI suggestion section.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Summary - render the AI Summary section.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.Satisfaction - render the AI satisifaction section.
• portal.Acd.AgentHome.LiveAgent.AI.Assistant.TAC render the AI transactin code section.

A new API endpoint has been added to the REST server, to retrieve dialler results in a new aggregated form for a list of contact IDs or a list of UserData entries.

See this page for more details:

https://wiki.jtel.de/display/JPW/Dialler+REST+API+-+Dialler+Contacts+-+Extended+Retrieval

The chat server and the chatbot have been updated to integrate RAG functionality. This enables the use of a RAG knowledge base for querying LLMs such as GPT or Mistral.

Note: the preparation of the RAG database involves the integration of custom processes to integrate the data. Please contact jtel if you require the integration of RAG functionality.

Two new settings are available in the configuration:

• UnknownMapsToTelStatus
  • This defines what status should be set, when “Unknown” is received from the AMI
• UnavailableMapsToTelStatus
  • This defines what status should be set, when “Unavailable” is received from the AMI

Allowed values for both settings are:

• NotPresent (which means grey / not registered)
• Hangup (which means green / idle)
• Ringing (which means yellow / ringing)
• Up (which means red / busy )

If not configured, NotPresent is used.

In all cases, the default behaviour has been changed, so that NotPresent maps to Not Registered (grey) in the jtel portal.

A new variable $calltime has been added to the IVR engine. This contains the number of seconds since the call went offhook, or 0 if the call is not yet offhook.

A new configuration option has been added:

timestampsSourceOfTruth: systemClock

The available options are:

• systemClock
• hardwareClock

The standard value is systemClock. This changes the behaviour from the previous behaviour, which was hardwareClock.

Notes

• Some VM installations do not correctly synchrronise the hardware clock, causing timestamps to vary from the systemclock. The default behaviour was therefore changed to use the system clock, which in all installations should be setup to synchronise from an NTP server. This behaviour should be acceptable for most installations.
• In installations which require certification for billing purposes, this could cause certification problems. If this is a requirement, it is recommended to ensure that the hardware clock is synchronised to a high quality source (such as a GPS source) and use this setting instead.