Release Notes

25 Feb 2021– LUCS 3.3.2 Bugfix Release

Note: "(4.7)" refers to the separate Setup available for the respective .NET version

26 Nov 2020  - LUCS - 3.3.2 Bugfix Release

Note: "(4.7)" refers to the separate Setup available for the respective .NET version

11 Nov 2020  - LUCS - 3.3.2 Bugfix Release

Note: "(4.7)" refers to the separate Setup available for .NET4.7

24 Sep 2020  - LUCS 3.3.2 Bugfix and Feature Release

Note: "(4.7 / 4.5.2)" refers to the separate Setup available for the respective .NET version

30 Jul 2020 - LUCS 3.3.2 Bugfix Release

25 Jun 2020 - LUCS 3.3.2 Bugfix and Feature Release

25 May 2020 - LUCS 3.3.2 Bugfix and Feature Release

05 May 2020 – LUCS 3.3 Bugfix Release

20 Mar 2020 – LUCS 3.3 Release

We are proud to announce our newest V3.3 LUCS release, packed with a lot of new features as well as a huge variety of quality of life improvements. 

Backend UI Improvements

The Property Labels in LUCS Configurator have been updated for readability and clarity. 

 Note that some variables will still appear in their "old" format and will probably be phased out.

Highlight Services with active Emergency Cases

When switching to an Emergency Case a service will now clearly indicate this in the WebConfigurator UI. This will also apply when someone defines or starts a new Emergency Case from the Frontend.

Workflow Changes

Switch between placeholder audio and TTS in Frontend

In a recent update we enabled our system administrator to configure audio and TTS in workflows separately. For this reason the "SpeechStatement" property was split into two individual properties for Audio and TTS. This affects all Workflow activities with an audio announcement selection, which were updated with new properties:

• AV Audio File(s) Enabled
• AV TTS(s) Enabled

The following activities were updated:

When migrating / updating your installation

For existing activites in workflows the following rules are applied during migration: 

• If old property SpeechStatement:Enabled = "true" → set both new properties to true
• If old property SpeechStatement:Enabled = "false" → set both new properties to false
• If old property has a boolean placeholder assigned → the same placeholder is assigned for both new properties during upgrade
• If services have configured values for placeholders → these values are migrated as well and reassigned to placeholders for the two new properties

 Learn how to Switch between Audio-File and TTS via placeholder in your own workflows.

"ServiceId" as a System Parameter in External Web Requests

New and retroactively also implemented for LUCS 3.2 the system now presents a new system parameter "ServiceId" that helps customers to identify a service related to a task. 

The parameter is used in the following context:

• Selected in Service and shown in Agent Assistant Extended Toast (LUCIE).
• Shown in Conversation Context
• Used in Workflow Activities

 Learn how to use the ServiceID as Parameter in External Web Requests

"Set Preferred Agent" Activity

With LUCS 3.3 it is now possible to use set the preferred Agent “directly” in a workflow, using the new "Set Preferred Agent" Workflow Element.

Good to know

• The advantage to this approach is that the preferred agent can be acquired from a different source, from a third party system, via web request or other methods.
• To use the feature, configure your Workflow Instances to contain the "Set Preferred Agent" Element. 
• Existing workflows from LUCS 3.2 and older will not be updated and use the database-retrieval "Preferred Agent Routing" activity .

 Learn more about this and other workflow activities on our Workflow Elements page.

Option for Hard Cancel of an Agent Request

In previous versions of LUCS the ‘Cancel Agent request’ Call Activity always waited until a pending agent request times out before canceling the request. When still "ringing" an agent the call flow still hangs at the "cancel request" element. This  results in silence periods (up to the value of RonaTimeout), which can be avoided using the to ‘Cancel Agent Request’ activity with 2 possible parameter options: 

• Hard cancel = false: (Default). The system works like before and the activity waits until pending agent request times out before canceling the request.
• Hard cancel = true:   An agent request is canceled immediately even if it is currently ringing at an agent.

 Learn more about this and other workflow activities on our Workflow Elements page.

Option to Shuffle AV playlist

You can now opt to shuffle your playlists within your "Play Music" Call Activites.

Standalone Opening Hours

You can now configure standalone opening hours directly in the backend. These hours require no external calendars and can be assigned to any Call and Mail Services. 

API Improvements

With 3.3 we updated the existing Service and User provisioning API. The Task provisioning API now allows you to control consultation calls directly.

The following new endpoints and methods are available with this update:

Request Target	Request(s)	Description
Services under a specific Organization Unit	GET /v1.0/organizationunits/{ouIdentifier}/services	Retrieve all services under the respective Organization Unit with the option to exclude children.   Will return (a list of) Services with ID, Name, SID, URI and Email.
User (Agent) specific items	GET /v1.0/users/{userIdentifier}/consultativeCalls	Check all consultation calls created by a user.   Will return (a list of) Calls with FrontcallID, Consultation Identifier, Target, CallState, a session merge state as well as various timestamps when task states changed.
Task provisioning and management	GET /users/{userIdentifier}/tasks POST /tasks/{taskIdentifier}/hold POST /tasks/{taskIdentifier}/resume POST /tasks/{taskIdentifier}/consultationCall GET /tasks/{taskIdentifier}/consultationCall POST /tasks/{taskIdentifier}/consultationCall/merge POST /tasks/{taskIdentifier}/consultationCall/transfer POST /tasks/{taskIdentifier}/consultationCall/terminate POST /tasks/{taskIdentifier}/consultationCall/leave POST /tasks/{taskIdentifier}/consultationCall/audioRoute POST /tasks/{taskIdentifier}/consultationCall/terminateCustomerCall	The LUCS API has been updated with new functionality, now allowing you to manage Tasks. Using the API you can directly:  ... create a consultative call to another Agent (Consultant) ... transfer service calls or merge calls with a Consultant ... switch audio routes in a merged call ...  leave or terminate calls. ... put tasks on hold and resume them. Use API call features without programming know-how Our new Attendant Console products Stratus Switchboard for Microsoft Teams and Stratus Switchboard for Skype make direct use of this API functionality, combining all call transfer and merge functions in a sleek and simple to use UI.

• Getting started with the API? Read our our API Documentation first.
• Want to get into details with own development? Refer to our online API Swagger File for a full set of endpoints and technical descriptions.

API Keys now with RBAC Support

In LUCS 3.3 the API keys management was improved to now support a much more granular permission set per issued API key: 

• New User Roles can be assigned to API Keys
• Permissions are set for the roles assigned to the API Keys for specific Organization Units

• To administrate the roles of an API key you need to have the Organization Unit Administrator Role → Also see Role Based Access - RBAC & LUCS API
• During an upgrade from older versions of the API (e.g. LUCS 3.2), your keys will get all available roles to avoid communication issues. All API keys will be assigned to the System level Organization Units. If you wish to use the new roles, you need to update you existing keys in the LUCS backend.

Reporting Improvements

• An Agent is now able to change NotReadyReasonState (NRR-State) without changing its State in SfB
• Adjusted/simplified the database roles for LUCS and TM
• Calculation of NotReadyReason adjusted

Other improvements

• Further Scalability / Performance Improvements
• Possibility for a LUCS O365 Connection to Get Team Presence via Graph API directly in AC
• Regex and Regex Sets are now Organization Unit dependent

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

Known Issues / Limitations

The following features have known Issues: 

• Page:
  Database creation
• Page:
  ICH - Interactive Conversation Handler
• Page:
  Opening Hours
• Page:
  Create and open Zendesk Ticket in AA
• Page:
  Custom Workflow Elements

Common Issues

• Logout Session Expiry: The Web Backend does automatically logout after 10 min of user inactivity. However this countdown does not reset while editing properties (e.g. user details, templates, settings) as it should be. This can result in unsaved properties being discarded due to the logout.
  → Workaround: The user has to actively click and change panels / views to reset this countdown. When changing large sets of properties (e.g. templates) recommend to save changes often or increase the Logout expiry duration as explained here.
• Users with "Reporting" Rights in Role Based Access - RBAC will count as "Supervisors" even with just a Reporting Role being assigned.

Microsoft Teams Web-Client

Design Limitation on Microsoft Teams Web Client

The Teams Web Client currently has a known limitation that sends a lot of incorrect status updates especially when refreshing the page in your browser. The effects include: 

• User sporadically appearing as offline.
• Spontaneous switch to an erratic presence status which is apparent in logfiles.
• Multiple status updates within only a few seconds, which increases when user is refreshing the Teams chat window within the browser.

This has a noticeable impact on how Luware products handle Agent presence, availability and reporting features.  → Until this is resolved by Microsoft we strongly advise to exclusively use the locally installed Teams Client App for all productive users of your organization.

New 3.3 Database Creation

Known Issue

When creating a new clean-base V3.3 Database there is a confirmed issue that a KPI Index (IX_View_FactSession_Indexed_CL and IDX_KPI) files are not created in the Database. In LUCS Frontend the following error appears: 

'IDX_KPI' on table 'Reporting.View_FactSession_indexed (specified in the FROM clause) does not exist.

To circumvent the problem:

1. Using DB Updater, create the Database in the latest 3.2 Version first
2. The execute "Reporting.usp_Dataloader" → This creates the necessary Index files
3. Then update the database from 3.2.08.xxxx to 3.3.12.xxxx or newest DB equivalent

---

 ^{Existing 3.2.x installations seem to be unaffected (upgrade). This note remains until the issue is fixed.} 

Opening Hours

These issues affect Opening Hours

Recurring Events on a DST-Shift-Day	Known Issue (Kendo Scheduler) There is a reported bug in the scheduling component used in Opening Hours Calendar. When you create a recurring event on a DST (Daylight Savings Time) shift day, all related recurring events are shown at shifted time. → A bugfix is outside of Luware scope. Until this is resolved we recommend to create the start of recurring events starting outside of a DST-shift-day.
O365 Calendars: All-day events	Known Issue When using O365 Calendars for opening hours: currently in LUCS 3.3 "all-day" events appear time-shifted via the UTC offset.  BUGFIX Fixed in LUCS-CI component Fix Version: 3.3.20156.9 3.3.20160.1  (for net4.7) LUCS-CI For versions <3.3: We do not recommend to use "all-day" events for O365 calendars until you're ready to perform an Upgrade.