- LUCS 3.2.2 Bugfix and Feature Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version

BUGFIX

241309477141 B: [AA] Close Conversation closes (sometimes) the wrong conversationTab with audio call escalated to chat is closed after termination of audio and then chat sessions.3.2.20309.1LUCS-AgentAssistant

FEATURE


-75768 I: [AA] Make ExternalTaskId available in AA config as parameter"ExternalTaskId" parameter can be used in AA Config as a parameter3.2.20300.1LUCS-AgentAssistant

BUGFIX

-76844 B: External task distributionExternal tasks are distributed in correct way after AA temporarily lost the connection.3.2.20282.1LUCS-AM

 - LUCS 3.2.2 Bugfix Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version
Affected Component Setups

BUGFIX

2412338

2412288

74191 B: [AM] Hanging AM 3.2 had to be restarted

AM doesn't stop accepting AgentRequests, PresenceUpdates

3.2.20275.1LUCS-AM

BUGFIX

241257575846 B: [ICH] Unlimited technical "RONA" when no more connectors are available to make dialoutConnector is released after the RONA and the call is ringing at the Agent even if RONA attempts > amount of configured connectors.3.2.20273.1

LUCS-ICH

BUGFIX

241229074705 B: [LUCS][3.2] Double ACW when call gets consultative transferred to external targetAfter merge the two calls on the direct call and observe the agent get only one ACW3.2.20259.1LUCS-AM

BUGFIX

2411863

2412013

75031 B: [ICH][3.2] Analyse MCU dialout behaviour
75772 B: [ICH] PlayMusic executed while agent was already connected
  • MCU dialout behaviour is now corrected
  • Timing/threading issue for PlayMusicEventHandler is fixed
3.2.20259.1

LUCS-ICH

BUGFIX

241236375014 B: [LUCS][Release3.2] LUCIE is staying open after External task and Callas are
75845 B: [AA] Previous state "Busy-InAConferenceCall" is preserved upon ACW and republished
  • AA finish working correct. After the callas and external task ending LUCIE is closed
  • State "Busy-InAConferenceCall" is changed to "Available" after ACW
3.2.20254.1LUCS-AA

BUGFIX

241109548766 B: [CR] Clean temp files if voicemail will not be sent because the session was too shortTemp file is deleted if the voicemail session was too short and file is 0 KB.3.2.20254.1

LUCS-CR

BUGFIX

2412338
2412288

74191 B: [AM][ Hanging AM 3.2 had to be restarted

AM works in a proper way3.2.20219.1

LUCS-AM

BUGFIX

-73776 B: [VT] Virtual Transfer doesn't work when directly before a "Cancel Agent Request" activity with HardCancel=true is usedThe call is processed in a proper way without hanging and long connection if Hard Cancel option is enabled.3.2.20220.1

LUCS-ICH

 - LUCS 3.2.2 Bugfix Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version
Affected Component Setups

BUGFIX

241187273772 B: [LUCS][Distribution] Calls gets to Agent without the Responsibility assignedCall does not reach Agent if an appropriate Responsibility is not assigned.3.2.20212.1LUCS-AM

BUGFIX

-73923 B: [LUCS][3.2] No notification sound to an Agent while Supervisor starts supervising session Agent hears the notification sound if Supervisor joins service session to supervise it. 3.2.20202.1LUCS-ICH

BUGFIX

2412185

73980 B: [CR] Deal with expired O365 Tokens like in CIImproved expiration time condition to avoid "Access token has expired" error.
This error is handled: the logic was changed to allow retry send voice mail.
3.2.20197.1

LUCS-CR

 - LUCS 3.2.2 Bugfix and Feature Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version
Affected Component Setups

BUGFIX

-50654 B: Workflow with a callback that were scheduled successfully writes incorrect task result

Reporting now returns TaskResult  =   Workflow Callback Schedule Success
Session is Handled

3.2.20164.1

LUCS DatabaseUpdater

BUGFIX

241151158141 B: [SMD] Improve logging when connection to S4B-FE dropsExtended logging for Connection Dropped/Unhandled Exception added3.2.20162.1LUCS-SMD

BUGFIX

-49030 B: Workflow with a Callback that were Scheduled Successfully writes incorrect TaskResult

CallbackRequested.Created event is created before Session.Created event in DB

TaskResult is now written correctly.

3.2.20147.1

LUCS-CI

 - LUCS 3.2.2 Bugfix Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version
Affected Component Setups

BUGFIX

241108050653 B: [LUCS][TM] Rona from UC Session Log is not displayd on Agent in ReportingRona from UC Session Log is not displayd on Agent in Reporting

3.2.20142.1
3.2.20143.1
(for .NET4.7)

LUCS-ICH

BUGFIX

-49030 B: Workflow with a Callback that were Scheduled Successfully writes incorrect TaskResultCallbackRequested.Created event is created before Session.Created event in DB3.2.20147.1LUCS-ICH

BUGFIX

241140749855 B: [Callback] Callback Scheduling just stopped at some moment, restart of AM helpedCallbacks that were created month ago are not stopped anymore.3.2.20123.1

LUCS-AM

 – LUCS 3.2 Release


Import and Export of Workflow Structures and Instances 

  • It's now possible for administrators to directly import and export workflow instances and structures from within LUCS. Use this feature to quickly share workflows, either for productive, rapid development or distribution and analysis during support.
    (warning) Export and import of values with local system dependencies (Workflow Resources, playlists, parameters, placeholders, etc.) is currently not supported.
  • A validation feature ensures that no manipulations or corrupt files enter your system.

(info) Where to find it? → Look for the "Import / Export Buttons" in the "Workflow Instances" / "Workflow Structure" tabs respectively

(lightbulb) How to use it? → Import and Export of Workflow Elements


Extended WebRequest functionality

  • LUCS is now capable to parse through multiple return-parameters in external WebRequests, mapping them to internal values for further handling.
  • New Switch option in the existing "ExternalWebRequest" Workflow-Activity within Workflow Instances. Users can assign different workflows according to the external WebRequest activity result, allowing to react differently based on various return codes (Success, Info, Redirect, Client or Server Errors).

(info) Where to find it? → Look for "Workflow Instances Inbound" in the "WebConfigurator Settings" tab. Read more on "External Web Requests handling" within Workflow Instances. 

(lightbulb) How to use it? → Configure Workflow Switch Functionality


New LUCS API functions

Added with 3.2:

The LUCS API has been updated with new functionality , allowing you to manage Tasks and handle provisioning of multiple Agents / Users with ease.

  • User-Specific Functions (Agents, Supervisors, Administrators)
    • Create New Users
      • Create new User by providing parameters
      • Create new User by copying data from an existing one
    • Update Existing Users
      • Update Users configurations by providing updated paramaters

      • Update Users configurations by copying data from an existing one
    • Delete Users
  • Task-Specific Functions
    • GET all Service-Tasks of a specific service
    • Choose task priority when creating a new external task
    • Transfer of AV task through API
    • New Task State fields: Transferring, OnHold
    • Provide Agent Assistant - 'LUCIE' Parameter Module as well for External Tasks

API functionality detail (endpoints)

Functions of the LUCS API are distributed in the following endpoint categories:
  • External Tasks
    • Description: External Tasks can be any kind of tasks like Emails, Social Media messages or any other kind of tasks that can be sent to the LUCS system through the API.
      The benefit of this function is that external tasks can be assigned and distributed to LUCS Agents using existing Distribution and Trait configurations.
    • Functions: Create New, Get information about existing tasks, Find Tasks of specific Users
  • Service Tasks
    • Description: Get information about existing Service Tasks in the system.
    • Functions: Create New, Get information about existing tasks, Find Longest Waiting Task, Find Tasks of specific Users, Transfer Tasks, Terminate Tasks
  • Callback Tasks
    • Description: Callback functions allow to create or cancel Callback tasks and get status updates during callback task execution.
      Callback requests can also be created with the corresponding Workflow Activity in LUCS workflows or directly by a Supervisor in the LUCS Front End. 
      Functions to get Callback task information or cancel a callback task support all types of Callback requests.
    • Functions: Create new, Get Internal or External Callback via ID, Search for Callbacks
  • Users:
    • Description: User functions provide options to manage and maintain user configurations through the API (create, read, update, delete). 
    • Functions: Create New Users (Single, Copy or Apply template from other users), Set Presence, Block and Unblock for selection, Delete Users
  • Service:
    • Description: Get Service identification information through the API. This function is used to identify Services in the system and doesn't provide any Service configuration data at the moment. 
    • Functions: Get specific Services by ID, Count overall Services in the System, Get all Services from OrganizationUnit
  • OrganizationUnit:
    • Description: Get OrganizationUnit information through the API.
    • Functions: Get all OrganizationUnits, Get details of single OrganizationUnit

(lightbulb) How to use it? → Have a look at our separate API documentation and the related Use Cases.


Agent Assistant: Switch between and reset Not-Ready-Reasons 

  • To avoid accidental task assignments, Agents can now directly use AA to switch their NRR in SfB Client without having to be "available" first
  • New "Reset" option allows Agents can now use AA to directly switch their presence status back to default without having to use SfB

(info)  Where to find it? → In Agent Assistant application, access the "NRR Selection" through the Agent Assistant icon in the taskbar

(lightbulb) How to use it? → Switch between NRR Reasons


New Frontend Features

  • New KPI tabular widget:
    • Shows Service-KPI's in a tabular widget grouped per organization unit
    • Flexible OU-filters to group results
  • Option to configure max # of widgets per LUCS FE Page / per LUCS Wall
  • Add new fields to Service States Widget & Distribution Group Status Widget to show status based on all Distribution Groups
    • SignedInFirst -> The number of signed in Agents related to the first distribution group
    • SignedInAll -> The number of signed in Agents related to ALL distribution groups
    • ReadyFirst -> The number of ready Agents related to the first distribution group
    • ReadyAll -> The number of ready Agents related to ALL distribution groups

(info) Where to find it?  → From LUCS FrontEnd, access the " Walls Overview " to edit your wall and add new Widgets.

(lightbulb) How to use it? → Learn more on Frontend Widgets and Groups


New Reporting Features

We generally improved and streamlined the reporting on both Power BI and Excel. However, with V3.2 we strongly recommend using Power BI as it provides easier access to your data and more visual clarity.


General Improvements

  • Implementation of stable reportings across all LUCS Versions >= V3.1*
    (warning) *Native with 3.2. A DB version update for V3.1 is required.
  • New streamlined LUCS reporting templates with the following features:
    • Templates now differentiate by Year, Month, Week and Day
    • Target SIP now available also for external targets
    • Session Unifying = Consultative Call towards internal Service are now considered and evaluated as 1 call, resulting in effective customer calls (less deadweight data)
    • Customer Path Report

Power BI 

  • Compare by same period of last year (Year, month, week and day)
  • Change of NotReadyReason (see entry below) 
  • New Metrics: Agent States (LUCS Online, Offduty, Microsoft Offline = PC off, Login-Logoff Time, Durations)


Changes / Improvements


General LUCS Improvements

  • Conversation Context settings are now preserved when upgrading to a new version of LUCS
  • OLAP Servers are not supported anymore (functionality is now integrated in LUCS internal SQL database)

LUCS Frontend Web Reporting Portal: 

  • New "O365 Client ID / Graph Tenant ID" field validation to avoid blanks or false characters 
  • Improved stability and support of multi-instance environments with 500 and more simultaneous mailboxes.

AA / AM / LUCIE Improvements

  • Conversation Context can now be configured to open in a specific browser
  • LUCIE can now play a sound file when an external task is delivered to an Agent
  • Improved Service Task redistribution to secondary agent when first doesn't respond

Required Lync.Powershell Commands



Required Lync Powershell Commands

- Get-CsTrustedApplicationEndpoint
- Set-CsTrustedApplicationEndpoint
- Remove-CsTrustedApplicationEndpoint
- New-CsTrustedApplicationEndpoint
- Grant-CsVoicePolicy
- Get-CsVoicePolicy
- Get-CsVoiceRoute
- Get-CsPool
- Get-CsServerVersion
- Grant-CsConferencingPolicy
- New-CsConferencingPolicy
- Get-CsConferencingPolicy
- Set-CsConferencingPolicy
- Remove-CsConferencingPolicy
- Get-CsExternalAccessPolicy
- Grant-CsExternalAccessPolicy
POWERSHELL


Known Issues / Limitations