Release Notes Core 4.0

V 4.0.16373.1

Changes

• None

Feature Internal Enhancements

• Fixed 5.0 template

V 4.0.16373.0

Changes

• New routing support, can select endpoints per routing.
• If call is received on side instep endpoint, and has an empty configuration, and license is enterprise, redirect to welcome.
  • if license is not enterprise, disconnect
• Added new log entries, InboundRoutingFound, UccRoutingFound
• Added multiple QualityMonitors per call
• New Setting: DisablePreviousPlayListPositionQueue
• Made improvements in QueueHold with Playlists;
  • Do not interrupt the playlist with Message Busy, if message busy is empty
  • Do not interrupt the playlist with Queue Messages if Queue Messages are empty

Feature Internal Enhancements

• Fixed statistics in- and outbound wait times moved to call ended
• Fixed MSMQ since 4.0.16281.0
• Fixed hunter, do not always show number if it is known.
• Fixed priority endpoints

V 4.0.16361.1

Changes

• OutboundRecording sessions can be placed in queue

Feature Internal Enhancements

• None

V 4.0.16361.0

Changes

• None

Feature Internal Enhancements

• Fixed answer, after identityprompt sad path

V 4.0.16355.0

Changes

• None

Feature Internal Enhancements

• Fixed voicemail action on ivrquestion through routing

V 4.0.16354.0

Changes

• Made new setting for ExtensionWindowSetup; InternalDomains, LicensedDomains, AllDomains and Agents.
  • Agents is default
• New sequence to check if extensionwindow is enabled and allowed
• Added new events in UCCLog table, ConferenceReUsed, ConferenceCancelled, ConferenceCreated
• Added cached conference usage.
• Sending Reasoncodes in 1 message, added rc:0 to list of Reasoncodes
• Added Conferences In Use KPI

Feature Internal Enhancements

• Fixed pincode, was broken in previous version
• Fixed "New Calls per minute" kpi, now showing unique values per uccUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.

V 4.0.16327.0

Changes

• Removed writing PresenceChange to UCC_AgentLog table
• Logging QueuePosition change in verbose mode
• If agent update through SharePoint results in an error, agents aren't deleted.

Feature Internal Enhancements

• Enhanced when EnableIdr is enabled but not used.

V 4.0.16314.0

Changes

• Added NoChoiceTimeout to Message closed
• Added DTMF: 0 to go to parent question

Feature Internal Enhancements

• Fixed Escape skills on Message Closed

V 4.0.16313.0

Changes

• None

Feature Internal Enhancements

• Fixed actions with message closed
• Fixed actions on welcome (no question)

V 4.0.16312.0

Changes

• None

Feature Internal Enhancements

• Fixed Voicemail and Disconnect on welcome
• Fixed dispatch of ivrInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. processors under heavy load
• Fixed parallel hunting
• Fixed waiting for presence to become busy (after accept) when agent has no audio capabilities (DisableAudioCapabilityCheck = true)

V 4.0.16305.1

Changes

• Use session logger when printing countdown skill values

Feature Internal Enhancements

• None

V 4.0.16305.0

Changes

• None

Feature Internal Enhancements

• Fixed forwards used with identity prompts

V 4.0.16302.0

Changes

• Updated stored procedure TIMELINE
• PresenceChangedEvent messages for message queue, now have TTL of 10 seconds (EmailProvider, WebChat)
• CustomerIm added DialogueType : (Inbound) (for timeline)
• Wallboard changes now have TTL of 1 minute in message queue

Feature Internal Enhancements

• None

V 4.0.16295.0

Changes

• None

Feature Internal Enhancements

• Fixed RecordingMessageQueue creation.

V 4.0.16294.0

Changes

• If a situation occurs with hunting:IllegalState the call is terminated

Feature Internal Enhancements

• Fixed an issue with parallel hunting, that both agents accepted the call at the same time.

V 4.0.16285.0

Changes

• None

Feature Internal Enhancements

• Fixed defaultskilltimeout if skill is other forward type

V 4.0.16281.0

Changes

• Improved reading outbound calls from SharePoint. If uri is not an uri, print warning.
• Limited old type callqualifications generation to 100k items
• Added new setting DisableGeneratingCallQualifications

Feature Internal Enhancements

• None

V 4.0.16271.1

Changes

• New Type CallClassifications, requires new extension window.

Feature Internal Enhancements

• None

V 4.0.16264.0

Changes

• Added reasoncode Reset (code: 0, Name: Reset, Presence: 3500)
• Added extra Verint status codes
• Updated chat messages from dutch to English

Feature Internal Enhancements

• Fixed supervisor list command
• Some small fixes in old type call classifications when order is not consecutive

V 4.0.16261.0

Changes

• None

Feature Internal Enhancements

• Fixed choice timeout on welcome (needs check for all action types)

V 4.0.16255.0

Changes

• None

Feature Internal Enhancements

• Fixed customhours in cache
• Fixed message queue failure on startup

V 4.0.16251.0

Changes

• None

Feature Internal Enhancements

• Fixed voicemail hunter

V 4.0.16242.0

Changes

• Added KPI "SharepointConnected" (needs run of KPICreater, when all ucc's are offline)
• Added multiple KPI's (ConferenceCreationTime, ConferenceJoinTime, CustomerJoinTime, MaxConferenceCreationTime, MaxConferenceJoinTime, MaxCustomerJoinTime)
• Enabled IsAttendant impersonation between multiple internal domains
• Made conference commands available through chat commands
• Modified help command

Feature Internal Enhancements

• Fixed AgentsOnCall counter dashboard service

V 4.0.16223.1

Changes

• None

Feature Internal Enhancements

• Fixed forward in dialcode prompt response.

V 4.0.16223.0

Changes

• None

Feature Internal Enhancements

• Fixed stoprecordingafterforward
• Fixed SetSKill with action forward

V 4.0.16222.0

Changes

• None

Feature Internal Enhancements

• Resolved an issue where dialtone and queue hold were played together, when availability skill escapes immediately

V 4.0.16221.1

Changes

• None

Feature Internal Enhancements

• Fixed countdown, availability skill on welcome message without text/audio

V 4.0.16221.0

Changes

• None

Feature Internal Enhancements

• Fix in processing TotalCallTimeToday when shutting down ucc
• Fixed voicemail in message busy, fixed voicemail via side instep + parent-question

V 4.0.16205.1

Changes

• None

Feature Internal Enhancements

• Fixed forward on countdown
• Fixed voicemail on message busy

V 4.0.16204.0

Changes

• Setting EnableTemporarilyUnavailable defaults to false

Feature Internal Enhancements

• Fixed SettingsConnectors (old sharepoint versions)

V 4.0.16203.1

Changes

• Log "SetSkill" if skill is chosen through prompt sad flow

Feature Internal Enhancements

• None

V 4.0.16203.0

Changes

• Added StopRecordingAfterForward
• Added logging ("Refreshing Presence view")
• Enable ADFS with username password (if ucc server is not in same domain as adfs)

Feature Internal Enhancements

• Fixed connectionpool resize (to lower value)

V 4.0.16197.2

Changes

• Added Established and not established endpoint kpi's
• Added Discharge in CompleteState when agent is in Discharge
• Log correct presence value for applicationendpoints (if they are added to agent list)
• Load cache if detecting sharpeoint version fails
• Added amount calls today to wsagent object for dashboard service
• Added total amount calls per agent per day (wallboard view 6)
• Added CallbackWith CallBack the customer can leave his / her number to be called back by an available agent during business hours.
• Added settings template 4.3 support

Feature Internal Enhancements

• Fixed error when agentcommand received, before ucc has started
• Fixed dynamic connection pooling

V 4.0.16153.1

Changes

• Do not publish the same presence state.

Feature Internal Enhancements

• None

V 4.0.16152.0

Changes

• Record Setskill if skill is set via prompt
• Only sent agent presence change to verint if agent is informal or formal active and if reasoncode is not set, and agent is in wrapup, set reasencode to wrapup
• Removed presence check for application endpoints. No republish anymore

Feature Internal Enhancements

• Fixed agent formal/informal for wallboard changes (introduced in 4.0.16121.0)

V 4.0.16143.0

Changes

• None

Feature Internal Enhancements

• Fixed issue with audiofiles if ucc was restarted (and it was the only ucc)

V 4.0.16142.0

Changes

• None

Feature Internal Enhancements

• Fixed hang on federatedFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. or skype for consumer incoming calls
• Fixed startup ucc with lots of endpoints causing timeout

V 4.0.16133.1

Changes

• Updated version number

Feature Internal Enhancements

• None

V 4.0.16133.0

Changes

• Added wrap time to dashboard.

Feature Internal Enhancements

• None

V 4.0.16131.1

Changes

• Cannot crash anymore when Queue1 message is deleted.

Feature Internal Enhancements

• None

V 4.0.16121.0

Changes

• Now also send presence to ChatHub.
• Only send Presence to ChatHub if modality is chat / callmeCallMe adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs.

Feature Internal Enhancements

• Fix for presence, if presence is set to busy during hunt, and during hunt, customer closes chat. Endpoint stayed busy

V 4.0.16115.0

Changes

• None

Feature Internal Enhancements

• Fix in editing countdownskill
• Fixed conference eject error messages
• Fixed countdown skill dashboard update

V 4.0.16111.0

Changes

• More logging when cleanup call
• Made major changes in publishing presence. Presence wasn't published correctly when endpoints recovered from connection failures.

Feature Internal Enhancements

• None

V 4.0.16102.3

Changes

• IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. : Also check non existing / incorrect configured question with first answer

Feature Internal Enhancements

• None

V 4.0.16102.1

Changes

• IDR only show (sub)question with children or skill
• Send table with font-size 10 (chat)

Feature Internal Enhancements

• Fixed IDR

V 4.0.16091.0

Changes

• Better logging with endpoint shutdown

Feature Internal Enhancements

• None

V 4.0.16085.0

Changes

• Added WebChat IDR
• When canceling conferences, print remaining amount

Feature Internal Enhancements

• Fixed multiple memory leaks
• Fixed routing in second ucc

V 4.0.16082.4

Changes

• None

Feature Internal Enhancements

• Fix in closing ucc, was introduced in previous version

V 4.0.16074.0

Changes

• None

Feature Internal Enhancements

• Fixed a problem with queue playlist, where it could be possible to play audio when call was already accepted

V 4.0.16073.0

Changes

• Made changes to Subscriptionstate monitoring. (prevent to subscribe every 15 seconds)

Feature Internal Enhancements

• None

V 4.0.16064.1

Changes

• WebChat when IM is hunted and no Agent accepts the user was receiving we could not find an agent and the chat is closed by customer. The last message should not be send, only when Hunt was Accepted.
• Check if _currentAgent is not null

Feature Internal Enhancements

• None

V 4.0.16064.0

Changes

• Made the 90 second call hangup delay configurable (WaitForAgentBusyTimeout (90))
• Allow to play music onhold in outbound recording sessions from both ends of the call

Feature Internal Enhancements

• Fixed error messages on exit

V 4.0.16053.0

Changes

• If presencesubscription becomes active (subscribed) within the grace period, do not re-subscribe. (unsubscribe / subscribe).
• Log ucc version each day, (with license message)

Feature Internal Enhancements

• None

V 4.0.16052.0

Changes

• If IvrProcessor hits a skillforward, TransferedBySkill is set to true. This will increment the Acceptedcalls correctly
• AvailabilitySkill discards agents which are temporarilyunavailable
• Dashboard agent presence also takes in account the settings DisableAudioCapabilityCheck
• Only one voicemail per time is processed.
• Instead of Exception.Message the Exception is logged
• Added new setting StartOnHoldWhenSendOnly, starts the onhold music (if EnableMusicOnHold) when the channel is set to sendonly. Can cause double onhold music if client plays its own music onhold.

Feature Internal Enhancements

• None

V 4.0.16044.0

Changes

• Added setting EnableTemporarilyUnavailable. Default value is True thereby the agent will be blocked for hunting if his status is Temporarily unavailable.

Feature Internal Enhancements

• None

V 4.0.16035.0

Changes

• Stopping ucc, also stops RecodingMsmqHandler

Feature Internal Enhancements

• Fixed keep alive
• Fixed OnHOld Playlist player, caused the ucc to run at high cpu
• Fixed IVRQueueHoldBusy message from printing queue busy timeout, while call was already accepted
• Fix in adding headers, (Exchange um crash if sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. header has no value)

V 4.0.16012.0

Changes

• Changed activity token log lines from error to info

Feature Internal Enhancements

• Fixed on-the-phone when Spectralink 8440 is used. (Activity Token was not correctly shown when presence tells Audio Disabled)

V 4.0.16011.0

Changes

• None

Feature Internal Enhancements

• Fixed logging / reporting with some versions of sql server.

V 4.0.15523.0

Changes

• If agent has forward to voicemail enabled do not use agent in presence check.
• Also added it to AmIReady command
• Added busy on busy capability
• Busy on busy will override inbound/outbound recording
• New setting EnableBusyOnBusy
• Moved holiday notice, now only printing when it needs to change presence

Feature Internal Enhancements

• Fixed WriteChatSummary
• Fixed KeepALive
• Enhanced for Webchatplus if endpoints in list > 10 and WebChat endpoint is > 10 wrong endpoint is chosen.
• Fix for when endpoints are established after a settings update.

V 4.0.15495.0

Changes

• Added 4.1 SharePoint Connector
• Added OutboundDialer Retry Mechanisms
• Added disconnect after unsuccessful transfer (DisconnectAfterUnsuccefullTransfer)
• Only add break if QueueBusySpeechWaitTimeout > 0
• Availabilityskill do not use DND

Feature Internal Enhancements

• Fixed scheduled skill change

V 4.0.15493.0

Changes

• Added ReasonCode to Agent.
• When UCC sends CompleteState the ReasonCode is included per Agent.
• When Formal AgentA Formal Agent is able to sign in and sign out of an UCC. This can be achieved when the Agent sends a start or stop command to the Lync or Skype for Business client of the UCC. sends Stop the ReasonCode is reset.
• When user signs out the ReasonCode is reset.
• When the user changes presence the reasoncode is reset
• Added LastPresenceChange and AvarageHandlingTime for dashboard
• ProcessAgentOrderAmount new setting (defaults to 6)
• CopyRecordingToSharePointLibrarySubFolderFirstLast new setting (First/Last) default Last
• DisableExtensionWindowOnOutboundDialer new setting
• Added EventLog event id 20020 FileCopyDelayed
• Created queue for uploading files to sharepoint, retry if unsuccessful

Feature Internal Enhancements

• Fix 480, if default domain is different from ucc endpoint and user (user sipdomain == endpoint sipdomain) 480 is discarded
• Update agent uri if agent changed

V 4.0.15474.0

Changes

• OutboundDialer multiple CleanUpOutboundCall which was not needed
• If routing points to IVRQuestion without skill. Redirect to welcome
• Made changes to code to prevent loading non existing audio files.

Feature Internal Enhancements

• None

V 4.0.15465.1

Changes

• None

Feature Internal Enhancements

• Fixed AgentAcceptWithDtmf, in some scenarios the audio failed.

V 4.0.15464.0

Changes

• When user start lyncMicrosoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. chat to chatendpoint we add chat username: in front of username. So that Snapper can also AutoAnswer these types of chats and not only webchats
• When ChatConnected and/or FindAgentForChat is requested with wrong chatName. ChatHub is sending webChatEstablishmentFailedEvent calling clients are required to listen to this event and act accordenly.
• Now setting port for survey url

Feature Internal Enhancements

• None

V 4.0.15463.0

Changes

• Correctly waiting for all endpoints to be started.

Feature Internal Enhancements

• None

V 4.0.15461.2

Changes

• New setting EnableDTMFToInitiator, for access ports etc.

Feature Internal Enhancements

• None

V 4.0.15461.0

Changes

• None

Feature Internal Enhancements

• Fixed callincoming in db

V 4.0.15454.1

Changes

• Made CDR writes deadlock aware

Feature Internal Enhancements

• UCC fix mute supervisor after transfer
• Fixed supervisor routes after transfers

V 4.0.15434.0

Changes

• Stop hunt if no available endpoints

Feature Internal Enhancements

• None

V 4.0.15433.2

Changes

• None

Feature Internal Enhancements

• Fixed warm transfer participant uri in logging

V 4.0.15433.1

Changes

• None

Feature Internal Enhancements

• Fixed chatquestion settings (was broken in previous)

V 4.0.15433.0

Changes

• Print better error message when establishing user endpoint fails.
• Canceling conferences on all fe's at startup

Feature Internal Enhancements

• Fix for concurrently loading audio files

V 4.0.15425.0

Changes

• Removed RefreshPresenceView after re-subscribe terminated presence subscription

Feature Internal Enhancements

• Fix Trainer trainee

V 4.0.15424.0

Changes

• Only update active subscriptions in perfmon if value has changed
• Print warning if agent has the same skill multiple times
• More optimization for speed

Feature Internal Enhancements

• Fix device capabilities (AmIReady showed wrong value)
• Small fix if agent doesn't have any skills
• Fix device capabilities
• Fix conference options (not all participants were shown)

V 4.0.15422.1

Changes

• Playlist, load without SharePoint

Feature Internal Enhancements

• Fix availability of agents

V 4.0.15422.0

Changes

• Added connected registrar per endpoint
• If call is inbound recording, allow redirect to voicemail
• If DisableCallForwarding is enabled, and hunt is a transfer, do not use DisableCallForwarding
• Add subject to invite when isAttendant = true
• DisableCallForwarding only when type is not inbound
• Equally divide conferences over front end servers, if endpoints are registered at different fe's
• Optimized agent class for faster access to presence info

Feature Internal Enhancements

• Try fix audio after dtmf accept
• Fixed audio after dtmf accept

V 4.0.15413.0

Changes

• Add new settings
  • DisableExtensionWindowOnInbound,
  • DisableExtensionWindowOnOutbound
  • DisableExtensionWindowOnUCC
  • DisableMobileDeviceType (default false)
  • RedirectDueToBandwidthPolicyEnabled (http://blog.greenl.ee/2013/10/23/call-admission-control-ucmaMicrosoft Unified Communications Managed API (UCMA) is used primarily to build middle-tier applications that work with Microsoft Lync / Skype for Business Server./)

Feature Internal Enhancements

• Fixed releasing endpoints after transfer (fail or success)
• Fix AmIReady
• Fix chat after reconnect with FE

V 4.0.15412.0

Changes

• Now added delay of 15 seconds if no tone received (pincode), resets if a tone is received.
• No welcome message after successful pincode

Feature Internal Enhancements

• Fixed pincode on welcome.
• Fixed starting without SharePoint

V 4.0.15403.0

Changes

• AgentManager: Changed GetAgentsIMAvailable so that it matches the Audio variant. LongestIdle also includes skillValue.
• Also start contextchannel if agent is added through conference options tab
• Now discovering all internal domains. To allow establishing userendpoints with those domain, not only the default domain.
• Added new LogMessages for reporting
  • InviteToConferenceRequest,
  • InviteToConferenceSucces,
  • InviteToConferenceFailed,
  • MuteInConferenceRequest,
  • MuteInConferenceSucces,
  • MuteInConferenceFailed,
  • UnmuteInConferenceRequest

Feature Internal Enhancements

• None

V 4.0.15392.0

Changes

• AgentAcceptWithDTMF playlist added AgentAcceptDTMFPlayListName (new setting)

Feature Internal Enhancements

• None

V 4.0.15391.1

Changes

• Changed detection of voicemail uri, was only checking for opaque=app:voicemail at the end
• More logging when audioroutes setting failed.

Feature Internal Enhancements

• None

V 4.0.15385.0

Changes

• Start skillprocessor with routing
• Do not go to voicemail with hunt
• Extra warn logging when creating userendpoints

Feature Internal Enhancements

• None

V 4.0.15364.0

Changes

• New setting
  • EnableTransferredByInForwardedSessions
    do not block agent in inbound/outbound recording session
  • DisableExtensionWindowOnOutbound

Feature Internal Enhancements

• None

V 4.0.15362.0

Changes

• Added temporarily availability block (480)
• Added new setting ContextChannelMaxSize, defaults 10 1024 KB
  (slices may be to big)

Feature Internal Enhancements

• Fix AmIReady command, typos and hide devicetype 'Undefined'

V 4.0.15361.0

Changes

• None

Feature Internal Enhancements

• Fix in creating surveys
• Fix in outbound dialer, if ucc was stopped, polling for new calls wasn't stopped
• Enhanced in receiving device capabilities

V 4.0.15354.0

Changes

• Added setting TransferTimeout (defaults to 30)
• Now using normal ex um voicemail.
• Now starting endpoints through endpoint discovery.
• UCC can only start endpoints if it discovers them, if you have endpoints configured which aren't discovered the ucc will not startup

Feature Internal Enhancements

• Fixed cached user endpoints with inbound/outbound

V 4.0.15353.0

Changes

• Added sql failover support, when a mirror configuration is used. The database must already exist.
• Optimized Detecting of correct conversation for contextchannel.
  • Lync phone edition + Lync client on remote session (no audio)
  • Lync VDI configuration
  • It is advised to type a message to the ucc, to let it know what a usable endpoint is
• New setting Added support for CallActivities 2.0 (48% less data, through contextchannel)
• Better logging for routing changes
• Now only using routing regex with to for inbound calls
• Now only using plain and routing regex without MatchTo for ucc calls
• Added SharePoint connect ADFS
• Added setting:
  • EnableSurveyCreationOutboundDialer
    • Default to false, if true: Create survey(s) when Outbound Dialer Call is started
  • EnableSurveyCreationInbound
    • Default to false, if true: Create survey(s) when Direct Inbound Call is started
  • EnableSurveyCreationOutbound
    • Default to false, if true: Create survey(s) when Outbound Call is started
  • AlwaysSetUpContextChannel,
    • Defaults to false, if true: UCC doesn't take note of user agent of accepted device.

Feature Internal Enhancements

• Fixed routing update and usage

V 4.0.15313.0

Changes

• Now Acknowledge subscribers (presence)
• New Settings (4.0) QueuePlayListName, OnholdPlayListName, BreakinPlayListName
• Stop ucc if settings site version is not recognized
• Only log LogLastPlaylistPosition is current file != null && !anonymous
• Also play next file in playlist for queue, if customer returns in next call
• Also send onhold to snapper if onhold state is sendonly

Feature Internal Enhancements

• Fixed supervisor federated license