Release Notes Core 3.0

This version has reached its end of life. See our End of life policy.

V 3.0.15282.1

Changes

  • Improved CustomerInQueueTime

 

Feature Internal Enhancements

  • Fixed session summary IVRTime
  • Fixed outbound/inbound accept event

 

V 3.0.15282.0

Changes

 

Feature Internal Enhancements

  • Only start ivrqueuehold if the session is not accepted

 

V 3.0.15274.0

Changes

  • Added msmq flood protection, maybe change the treshold per queue, now it's 25000 messages or more and the protection kicks in.
  • Only set CustomerInQueue once, (report fix)
  • Write Warn messages to the eventlog if MSMQ is in protected mode
    • MessageQueueProtectionFailed = 20001,
    • MessageQueueProtectionActivated = 20002,
    • MessageQueueProtectionStillActive = 20003,
    • MessageQueueProtectionStillDeactivated = 20004,
    • CallCancellationTokenCancelMethodTookMoreThan5Seconds = 20010,
  • Presence, before 're'subscribing to presence, after termination of the subscriptionstate, unsubscribe first (hopefully helps lync online presence problem)
  • If agent is in wrapup, and presence is online, return as busy (fix for availability skill)

 

Feature Internal Enhancements

  • None

 

V 3.0.15255.0

Changes

  • Hunter, extra check for callcancellation token in HuntSerial Method + extra logging

 

Feature Internal Enhancements

  • Fix for flipping hunts

 

V 3.0.15253.0

Changes

  • None

 

Feature Internal Enhancements

  • Fixed that if an agent accepts a hunt and another agent executes a transfer command via the AttendantWebservice, the call gets dropped.

 

V 3.0.15246.0

Changes

  • Added logging outbounddialer
  • Supervisor startdialer return string OutboundDialer started same for stopdialer and cleandialer

 

Feature Internal Enhancements

  • Enhanced where the recordersaving state wasn't send to the attendant recorder on/off plugin
  • Enhanced because prompts didn't work anymore

 

V 3.0.15242.1

Changes

  • Extra logging for TLS failure exception when starting user endpoints
  • Added Extra events for Verint presence service

 

Feature Internal Enhancements

  • Fix: when using only one WebChat endpoint when a WebChat was transferred to a device with no IM support. Chatendpoint would stay busy.

 

V 3.0.15234.1

Changes

 

Feature Internal Enhancements

  • None

 

V 3.0.15234.0

Changes

  • None

 

Feature Internal Enhancements

  • Fixed Routing updates
  • Fixed loading cache of voicemail flow

 

V 3.0.15233.1

Changes

  • Endpoint logging, better readable
  • Do not publish away presence when starting ucc.
  • If Invalid RoutingConfig is received, do not try to save it
  • New setting SaveRecordingByDefault (defaults to true)
    • Able to set the default action if recording is stopped.
  • New setting EnablePresenceRecording (defaults to true)
    • Enable or disable recording of presence information
  • Created AmIReady command for agents.
  • Added setting DisableCallForwarding (defaults to false)
    • When enabled, calls will not go to voicemail or any other call forward setting.
  • Also a missed call notification is also not send to your mailbox.

 

Feature Internal Enhancements

  • Fixed terminating session if Lync client of customer crashes
    (removed from conference before b2bcall state = terminated)

 

V 3.0.15225.1

Changes

  • None

 

Feature Internal Enhancements

  • Fixed Take, cannot do take if take is already in process
  • Fixed Routing update

 

V 3.0.15225.0

Changes

  • Added acceptedbyotherendpoint to outbound sessions
  • Add AllDay column to BusinessHours list
  • Extra logging when TlsFailure exceptions happen during registration of user endpoints
  • Enabled ApplicationSharing in inbound and outbound sessions
  • Optimized routing config task. (Quicker)
  • Added plain compare support for Routing
  • Optimized retrieving of routing configurations from SharePoint (large lists)
  • Renamed all Choise to Choice
  • Add CDR to EmailDialogueProvider module
  • WebChat (Audio/Video) Transfer to sip works, IM is also being transferred.
  • Added currently hunted agent in TAKE list
  • Optimized downloading/updating Routing List items
  • In case of using subfolder in recordings folder, use agent uri with inbound recording
  • Changed message column in UCC_ChatLog table to nvarchar, to support Arabic content
  • Pause SharePoint updates if error (timeout) occurs. So the updater doesn't get over flooded.

 

Feature Internal Enhancements

  • Fixed presence for Always on endpoints.
  • Fix in availabilityskill escape when skill is not set
  • Fixed Escape actions if countdown/availability skill is chosen on side instep
  • Fix subfolder inbound agent uri
  • Fixed issue with hunt resulting in failure
    • OperationFailureException, Back-to-back call establish failed, check InnerException for details
    • OperationFailureException, This operation is not allowed in the current conversation state.

 

V 3.0.15185.0

Changes

  • Check availability in availabilityskill if presence changes
  • Made a performance improvement. When a call arrives at a side instep endpoint, and it has a skill assigned. Skip Welcome.

 

Feature Internal Enhancements

  • None

 

V 3.0.15183.0

Changes

  • Added AgentEnabledQualityMonitor event
  • Now possible to enable qm via chat "QM" and ContextChannel
  • Added setting UseQualityMonitorWithOutboundDefault, which sets the default qm behaviour for outbound sessions, true(default) is enabled by default, false qm is disabled by default
  • Check on AudioCapabilities with AvailabilitySkill
  • Start wrapup with outbound, new setting UseOutboundWrapUp, default(false)

 

Feature Internal Enhancements

  • Fixed annoying smile with help function

 

V 3.0.15171.0

Changes

 

Feature Internal Enhancements

  • None

 

V 3.0.15165.1

Changes

  • MAX ucc starting at the same time --> 5
  • Continue starting if one ucc failed at initialization of complete ucc

 

Feature Internal Enhancements

  • Fix for call end if outbound/inbound. customer and agent hang up at the same time

 

V 3.0.15152.0

Changes

  • None

 

Feature Internal Enhancements

  • Fix for hang-up during warm transfer

 

V 3.0.15141.0

Changes

  • Enabled music on hold in outbound recording session
  • Removed WelcomeTemporarilyClosed setting
  • Added CallClassifications to SharePoint readers

 

Feature Internal Enhancements

  • Fixed HandleForwardQueuedCallSession

 

V 3.0.15133.1

Changes

  • Added keepalive for WebChat IM, sending file transfer
  • Only register endpoints if domain is same as domain of endpoints
  • If no state changed in shutdown sequence for 20 seconds, start with the next 5 ucc's. So ucc won't hang when shutting down
  • UpdateStatistics new day is also resetting LongestWait, AvgWait for each WSQueueV15

 

Feature Internal Enhancements

  • Fixed OnHold Initialization
  • Fixed Azure Active Directory ClientId, now through setting
  • Enhanced with preferredhunt if skill isn't found
  • Fixed preferred hunt
  • Fixed Azure Active Directory file upload

 

Feature

  • Added setting CopyRecordingToSharePointOnlineAADClientId
  • Added setting CopyRecordingToSharePointOnlineAADTenantId

 

V 3.0.15131.0

Changes

 

Feature Internal Enhancements

  • Fix for double voicemail opaque

 

V 3.0.15125.0

Changes

  • Added Break-in Settings update
  • If forward was initiated by plugin and forward fails , sad path is followed
  • ApplicationUserAgent is discarded

 

Feature Internal Enhancements

  • None

 

V 3.0.15121.0

Changes

  • None

 

Feature Internal Enhancements

  • Fix outbound recording to DDI to voicemail
  • Fix database creation if it doesn't exists

 

V 3.0.15115.0

Changes

  • Added CustomerInqueue for forwards
  • Added column initialrecipienturi in sessionsummarytable
  • Added AcceptedByOtherEndpoint in database
  • If Direct Inbound is accepted by Voicemail then change ActionType to 'Voicemail'
  • If Direct Inbound is accepted by other endpoint then change ActionType to 'Forward'

 

Feature Internal Enhancements

  • Fixed recording commands from extension window

 

V 3.0.15105.1

Changes

  • Updated version number

 

Feature Internal Enhancements

  • None

 

V 3.0.15105.0

Changes

  • Reasoncodes now work with in/outbound ucc, if another not in/outbound ucc has the same agent.

 

Feature Internal Enhancements

  • Fixed Copy file to sharepoint online with Azure AD connect
    • CopyRecordingToSharePointOnlineAAD = true
    • CopyRecordingToSharePointOnlineADFS = false
    • CopyRecordingToSharePointOnlineUri = "https://domain/"
    • Config.xml
      • <SettingsProvider>sharepoint</SettingsProvider> (do not change this)
      • <SettingsUsername>SPN</SettingsUsername> (fill in SP (user@domain.com))
      • <SettingsPassword>Password</SettingsPassword>
  • Enchanced with preferred agent hunt, if hunt fails, now correctly hunting in fallback skill

 

Features

  • Added new settings:
    • CopyRecordingToSharePointOnlineAAD
    • CopyRecordingToSharePointOnlineADFS
    • CopyVoicemailToSharePointOnlineAAD
    • CopyVoicemailToSharePointOnlineADFS
      • All default false

 

V 3.0.15103.0

Changes

  • Added Extension window commands: Enable/Disable save recording
  • Added agent command to disable quality monitor (qm no)
  • Added setting StopRecordingAfterTransfer, defaults to false
  • Added onhold music to inbound recording session
  • Rewritten database init. If Ucc's use the same database, the database will be initialized once.
  • If a forward skill is set and if it has an answer, the answer is played.
  • Optimized Ucc starting and terminating
  • Do not break when Eventlog permissions aren't correct
  • Better logging for hunt failed

 

Feature Internal Enhancements

 

V 3.0.15073.0

Changes

  • Disable customer chat outside of business hours

 

Feature Internal Enhancements

  • Made a fix, for totalacceptedcalls on wallboard
  • Fix in backwards compatibility with interceptor

 

V 3.0.15071.0

Changes

  • Receive multiple chats with lync 2013
    • Created hunt endpoints, add new endpoints to endpoints list with modality chathunt,
    • If no huntendpoints are provided, the default chat endpoint will be used (limiting max chats to 1),
  • Limit chat supervisor to 1 chat at a time
  • Cancel hunttimeout when forwardqueuedcallsession is received
  • Added WebChatQualityMonitoring
  • Now possible to have UseOutboundAudioRecording = false, when UseInboundAudioRecording = true, outbound will not be intercepted

 

Feature Internal Enhancements

  • None

 

V 3.0.15042.0

Changes

  • Added additional settings EnableBreakInQuestionnaire default value false. If enabled the agent is capable of sending messages to the customer when he is completing the questionnaire
  • Reestablish endpoints if terminated with reason TooManyActiveEndpoints
  • Shutdown endpoints in bulk
  • Only publish presence for chat endpoints which have a skill
  • Removed large error message if agent is on remote topology

 

Feature Internal Enhancements

  • DisplayUserName WebChat fix
  • How_Can_I_Help_You flow was not the same for WebChat with and without questions
  • Fix inbound call on lineuri to voicemail

 

V 3.0.15033.0

Changes

 

Feature Internal Enhancements

  • Fix WebChat and Lync chat flows are equal. Lync chat was showing how can i help you right before first question. customer was not able to reply an answer to the first question. Better is to change the Chat_Conversation_Questionare_Finished_Instruction

 

V 3.0.15031.0

Changes

  • Added DischargeStart event in db
  • Added StartOnHoldMusic event in db with uri who started it
  • Added StopOnHoldMusic event in db
  • Start endpoints in blocks of 10 (better performance)
  • Added: CHAT_CONVERSATION_WELCOME this setting was not being sent to the WebChat.
  • Start bulk ucc's optimized, now max of 5 ucc's can have the state starting
  • Stop bulk ucc's in batches of 5

 

Feature Internal Enhancements

  • Fix in Forward, dialtone is added first then perform forward
  • Fixed issue: with older WebChat the webchatusername was always guest.

 

V 3.0.15022.0

Changes

  • None

 

Feature Internal Enhancements

  • Hunt algorithm was broken, was only processing 1 skill at a time

 

V 3.0.14522.0

Changes

  • Removed call termination with 199 early dialogue terminated

 

Feature Internal Enhancements

  • None

 

V 3.0.14515.0

Changes

  • Reset KPI on startup
  • Optimized queuehold choice made
  • if old keepalive calls are offered, they're declined
  • Optimized keep alive
  • Dashboard common 3.0.14505.0 , added DisplayNames to callstate

 

Feature Internal Enhancements

  • Fix in KPI Agent presence, now also show non formal agents
  • Fix preferred hunt

 

V 3.0.14502.0

Changes

  • None

 

Feature Internal Enhancements

  • Fixed ForwardQueueSession if call was in another skill

 

V 3.0.14494.0

Changes

  • Recording Skill in CDR with messaged closed

 

Feature Internal Enhancements

  • Fix dashboard queue change + disappearing/appearing calls
  • Fix for Queue position, if real position is higher than previous position, the previous position is played
  • Fix for dashboard, agent order not correctly updated when a skill is removed from agent.

 

V 3.0.14493.0

Changes

 

Feature Internal Enhancements

  • Fixed: When Agent invites other Agent for joining WebChat. When both Agents left the conversation the Customer did not get a notification and still thought he was chatting with an Agent.
  • Fixed: Above scenario when a new chat was started no Agent was hunted for the chat.

 

V 3.0.14483.0

Changes

  • Changed the way remotepresenceview is created/recreated.
  • If a front end server stops, and endpoint registration dropped, properly create a new remotepresenceview if the endpoint comes back up.
  • Maximized transfers to 30 seconds

 

Feature Internal Enhancements

  • Enhanced transfers are disconnected after 30 seconds.(3.0.14482.0)
  • CallMe: Fixed issue DoStartCreateCRMHelper was not started, contextchannel could not be setup.

 

V 3.0.14475.0

Changes

 

Feature Internal Enhancements

  • None

 

V 3.0.14471.0

Changes

  • Day change reset direct calls, outbound calls and inbound calls
  • Webchatplus: Agent receives new url for joining LWA inside web browser.
  • Declining transfer if other session has no legs yet
  • Decline transfer if both sessions are ucc sessions, and no huntmanager is created
  • Removed MaxHuntDuration
  • Added log line for ucc terminated

 

Feature Internal Enhancements

  • Fixed reporting webchatplus, chat and audio is being recorded on the same correlationId
  • Fixed consultive transfer if 2nd call is not via ucc
  • Fix transfer to same ucc if attendant = true
  • Important fix, calls were not put in correct queue
  • Fixed forward skill after prompt
  • When sending CompleteUCCState ActivityToken for Agents was not filled properly.

 

V 3.0.14445.0

Changes

  • Logging for WebChat ip address change
  • Sending a notification to the WebChat user, if it's ip address has changed
  • Added setting AllowIPChangesDuringWebChat default value == True. External IP Address from Customer

 

Feature Internal Enhancements

  • None

 

V 3.0.14442.0

Changes

 

Feature Internal Enhancements

  • Fixed reporting issue
  • Install script callme fixed
  • CustomerIMAudioSession CDR fixed

 

V3.0.14432.0

Changes

  • Added ChatQuestionSettings voor Chat+
  • Added 5 Chat_Conversation_[Settings] for chatquestionaire
  • Added whitelisting

 

Feature Internal Enhancements

  • Feature enhancement: improved hunt mechanism releasing Agents and resetting presence for chatendpoint
  • Feature enhancement: WallBoard when Audio was added on IM WallBoard was showing both AgentName and HuntList

 

V 3.0.14423.1

Changes

  • Added setting UseDialToneDuringForward
  • When license expires, about to expire or expired is logged 5 days in advance

 

Feature Internal Enhancements

  • None

 

V 3.0.14413.0

Changes

  • Added: CallMe endpoint to presence subscription
  • Changed error to warn, when trying to send im message on a flow which is terminated
  • Added setting: for WebChat+ to show the agent name whom accepted the IM invitation. default false

 

Feature Internal Enhancements

  • Feature enhancement: Calling directly chat endpoints is not allowed
  • Feature enhancement: Hunting same agent for different webchats

 

V 3.0.14405.0

Changes

  • Added option to wait for the identity task before processing welcome

 

Feature Internal Enhancements

  • Fix for uploading to SharePoint online adfs

 

V 3.0.14403.0

Changes

  • Added SharePoint online ADFS
  • Added CopyVoicemailToSharePointOnlineUri setting
  • Better sorting agents, especially round robin
  • Supervisor also gets context channel
  • Log full version name for SharePoint template

 

Feature Internal Enhancements

  • None

 

V 3.0.14383.0

Changes

  • UCC can now start without database
  • Added separate INBOUND call class
  • CRM Plugin dll, GUID now adjustable in config.xml
  • Agent uri is logged if inbound call is received to DDI
  • Saving agent state (formal start/stop) immediately
  • New setting EnableMusicOnHold
  • New setting UseOriginalIdentityWithInbound
  • Support exchange um voicemail in cold transfer
  • Now not logging system chat messages as customer messages

 

Feature Internal Enhancements

  • Fix when HuntStopped and doesn't continue
  • Fix for countdown skill without escape
  • MSMQ fix
  • Better agent hunt in chat skill
  • Fixed chat skill value agent order

 

V 3.0.14362.0

Changes

 

Feature Internal Enhancements

  • None

 

V 3.0.14353.1

Changes

  • None

 

Feature Internal Enhancements

  • MsmqEndpoint catch on peek

 

V 3.0.14344.0

Changes

  • Added audiofile support for PromptConfig

 

Feature Internal Enhancements

  • None

 

V 3.0.14341.1

Changes

  • None

 

Feature Internal Enhancements

  • Better interceptor connection

 

V 3.0.14332.0

Changes

  • increased 60 second timeout to 90 second (presence)
  • AgentProvider better shutdown needs interceptor update (3.0.14332.0)
  • Add dtmfs if identity flow not configured properly

 

Feature Internal Enhancements

  • None

 

V 3.0.14324.0

Changes

  • Session: Extra logging when setting up contextchannel
  • Hunter: Present a subject in the toast message, if recording session direction is inbound
  • OutboundCallSession: Impersonation changed if customer = anonymous, Setup contectchannel to agent (also search for inactive agents)

 

Feature Internal Enhancements

  • CallSessionHelper: Fixed url of recording/voicemail in database
  • Removed error ChatConversationHistory on close
  • Reverted fix for 3 participants in call when extension windows comes up, transfer can be done by clicking back to devices and back to transfer in conversation window

 

V 3.0.14313.0

Changes

  • Changed "no session found" message from error to warn
  • Removed setting audio routes
  • Added detection in Exchange UM fails

 

Feature Internal Enhancements

  • Fixed routing settings update (3.0)
  • Fixed 3 participants if extension window opens ( keep sipuri the same during impersonation)

 

V 3.0.14303.0

Changes

  • Added VDI support for contextchannel (Sends extra chat to vdi user to determine endpoint id
  • Added skype support for call me
  • added InterUserRecordingDisabled setting (with interceptor)

 

Feature Internal Enhancements

  • Fixed settingsconnector, if skill = null in skillsperagent list
  • Fixed extension window in outbound,
  • Fixed voicemail to SharePoint

 

V 3.0.14292.0

Changes

  • Sending tel: if isphone to attendant service

 

Feature Internal Enhancements

  • Fix for audioroutes in forward
  • Lowesthuntpresence enhancement (no more calls hang-up after 1 min)

 

V 3.0.14284.0

Changes

  • Added DTMF in Outbound calls (including direct inbound)
  • Added dial tone

 

Feature Internal Enhancements

  • None

 

V 3.0.14282.0

Changes

  • Enabled correlationId in survey

 

Feature Internal Enhancements

  • Fixed audio files updates

 

V 3.0.14276.0

Changes

  • Multiple Survey items (csv) only first one will be shown in extension window

 

Feature Internal Enhancements

  • None

 

V 3.0.14274.0

Changes

  • None

 

Feature Internal Enhancements

  • Fixed ParentQuestion in combination with cache and updates

 

V 3.0.14243.3

Changes

  • Added DisableAudioCapabilityCheck setting
  • Changed reasoncodes column names

 

Feature Internal Enhancements

  • Fixed side instep, to skill

 

V 3.0.14242.0

Changes

  • Added agentchange event additions for inameeting and donotdisturb
  • AgentProviderPort now in config.xml

 

Feature Internal Enhancements

  • Fixed sending contextchannel after transfer when Slicing
  • Fixed discharge time, when customer hangs up first
  • Fixed setting up context channel after warm transfer

 

V 3.0.14213.0

Changes

  • Update stored procedures, now using uccname
  • Support for on the fly settings site (url) change
  • SQL Scripts now support Azure
  • Removed _NL for chat messages

 

Feature Internal Enhancements

  • Fixed routing updates
  • Fixed CustomerChat "?" issue (3.0.14194.0)
  • FIxed calldetail msmqhandler, if ucc restarts from config handler stays alive
  • Handle more exception in msmq
  • Only delete recording if upload had no exception
  • Fixed escalation to conference for chat

 

V 3.0.14174.1

Changes

  • None

 

Feature Internal Enhancements

  • Fixed SkillChange (CEW)

 

V 3.0.1474.0

Changes

  • None

 

Feature Internal Enhancements

  • Fixed forward to skill in cew

 

V 3.0.14173.2

Changes

  • None

 

Feature Internal Enhancements

  • Fixed forward to um voicemail, Exchange UM, doesn't support extra custom sip headers

 

V 3.0.14172.1

Changes

  • Outbound recording also works if LineUri is called
    • If Agents phone is called, the conversation will be recorded
  • Outbound recording also works when an agent is in To Field
    • Inter agent recording
  • Added events in cdr
    • RecordAgentDischargeComplete
    • AddExtraDischargeTime
    • CalleeAccepted
    • TransferAcceptedByCallee
    • StartConsultiveTransfer
    • StartTransfer
    • CallOutsideBusinessHours
  • New events
    • RecorderStartedByAgent
    • RecorderStoppedByAgent
    • RecorderPausedByAgent
  • Enabled inbound callrecording
    • An (direct) inbound call also gets recorder, if callee is Agent (active)
  • Added surveyurl to db
    • Log url to db, for reporting
  • Only send data to sip application if outboundrecording is enabled,
    • Sip application = front end sip interceptor
  • Only impersonate if transfer to is not phone and original caller is not federated
  • Added certificate validation check, for SharePoint. Now sites with untrusted certs are read.
  • Recorder support with forward
    • Call gets recorded if forward skill is used
  • Rewritten agentim, kan now do list after listen in same session, new calls will also be showed (Intern)
  • Added recording message with side instep
  • Mobile away now via mobilehuntpresence (setting), defaults to away
  • Fixed endpoints in terminating state
    • Endpoints now reestablish after Front end server shutdown
  • UseChat (setting) defaults to true
  • Callactivity more properties

 

Feature Internal Enhancements

  • Feature Internal Enhancement supervisor commands in outbound session
    • Supervisor now works correctly in outbound
  • Feature Internal Enhancement for chat conversation history
  • Feature Internal Enhancement for unconfigured qualitymonitor
    • If UseQualityMonitor = true, and now configuration available, no error anymore
  • Feature Internal Enhancement transferred by in outbound
  • Feature Internal Enhancement hyperlink policy for chat
    • Rewrite message if policy exception happened
  • Feature Internal Enhancement application sharing if no active session

 

Feature

  • Added functionality to create subfolders in recordings doc lib in SharePoint
    • Setting: CopyRecordingToSharePointLibrarySubFolder
    • Value: true/false
    • Effect: The sip address of the agent will be used to create the subfolder
  • Added UseAgentIdentityWithOutbound setting
    • Global setting per UCC, de identiteit van de agent wordt getoond bij outbound recording
    • Setting: UseAgentIdentityWithOutbound
    • Value: true/false
    • Effect: Show Agent identity when calling in an outbound ucc
  • Added survey creation
    • UCC is now capable of creating a new item in a survey list
      • EnableSurveyCreation
        • Setting: EnableSurveyCreation (boolean)
        • Value: true/false
        • Effect: Create Survey
      • SurveyList
        • Setting: SurveyList
        • Value: Listname voor SharePoint list (Survey needs to excist)
        • Effect: Creates Survey in set list.
  • Added setting UseOutboundAudioRecording
    • Settings: UseOutboundAudioRecording
    • Value: true/false
    • Effect: If true, record if Agent outbound Calls.
  • Added setting QualityMonitorNoChoiceTimeOut