Release Notes
– LUCS 3.3.2 Bugfix Release
Type | OTRS ID | Issue Description | Fix Description / Impact | Fixed in DB / Setup Version | Affected Components |
---|---|---|---|---|---|
BUGFIX | - | 79575 B: AM - Agent Manager - TCC is not reported anymore because the Agent's Session lifetime expired too early. | Session LifeTime increased to 10 hours Adjust log output so that it can be understood, why a TCC is not handled anymore (Session Lifetime expired) | 3.3.21028.4 3.3.21032.1 (4.7)* | LUCS-AM |
Note: "(4.7)" refers to the separate Setup available for the respective .NET version
- LUCS - 3.3.2 Bugfix Release
Type | External Ticket ID (OTRS | Description | Fix Description / Impacts | DB Version / Setup Version | Components to Exchange |
---|---|---|---|---|---|
BUGFIX | 2412282 | 78052 B: LUCS Web FrontEnd / Dashboard - When the changes made during the SignalR reconnecting time, old data stays in the widget. | Latest widget data is now automatically retrieved when SignalR connection is re-established. The Dashboard and FE now shouldn't need additional manual refreshes anymore. | 3.3.20325.2 | LUCS-FE |
Note: "(4.7)" refers to the separate Setup available for the respective .NET version
- LUCS - 3.3.2 Bugfix Release
Type | External Ticket ID (OTRS | Description | Fix Description / Impacts | DB Version / Setup Version | Components to Exchange |
---|---|---|---|---|---|
BUGFIX | 2413170 | 77202 B: [FE][CI] Issue with recurring event scheduled to recur on a different day than it is created | "Yearly", "Monthly" events are created in correct dates | 3.3.20307.7 3.3.20310.1 (4.7)* | LUCS-CI |
BUGFIX | - | 77489 B: [AA] Fix update TCC for reporting | TCC provided for a session after ACW finished for a session will now be stored correctly in reporting. | 3.3.20307.2 3.3.20307.1 (4.7)* | LUCS-AM |
BUGFIX | 2413094 | 77141 B: [AA] Close Conversation closes (sometimes) the wrong conversation | Tab with audio call escalated to chat is closed after termination of audio and then chat sessions. | 3.3.20307.7 3.3.20307.1 (4.7)* | LUCS-AA |
BUGFIX | - | 75768 I: [AA] Make ExternalTaskId available in AA config as param | ExternalTaskId parameter can be used in AA config as parameter | 3.3.20289.1 3.3.20293.1 (4.7)* | LUCS-AA |
BUGFIX | - | 76879 B: [AC] Passive AC again sends presence updates since Release 3.3 | AC doesn't handle/send presence updates for agents if set passive | 3.3.20282.4 3.3.20282.1 (4.7)* | LUCS-AC |
BUGFIX | 2411863 | 75031 B: [ICH][3.2] Analyse MCU dialout behaviour | Improvements of a previous bugfix | 3.3.20279.2 3.3.20280.1 (4.7)* | LUCS-ICH |
BUGFIX | - | 58274 B: [Stratus AA][AA] Custom parameters aren't displayed in parameter module | Custom parameters are displayed in Stratus AA, AA | 3.3.20273.2 3.3.20275.1 (4.7)* | LUCS-ICH |
BUGFIX | 2412575 | 75846 B: [ICH] Unlimited technical "RONA" when no more connectors are available to make dialout | Connector is released after the RONA and the call is ringing at the Agent even if RONA attempts > Amount of configured connectors. | 3.3.20272.1 | LUCS-ICH |
BUGFIX | 2412363 | 75014 B: LUCIE is staying open after External task and Call As are ended | LUCIE closes tabs in a correct way | 3.3.20268.2 3.3.20268.1 (4.7)* | LUCS-AA |
Note: "(4.7)" refers to the separate Setup available for .NET4.7
- LUCS 3.3.2 Bugfix and Feature Release
Type | External Ticket ID (OTRS) | Description | Fix Description / Impacts | DB Version / Setup Version | Components to Exchange |
---|---|---|---|---|---|
BUGFIX | - | 75845 B: [AA] Previous state "Busy-InAConferenceCall" is preserved upon ACW and republished | State "Busy-InAConferenceCall" is changed to "Available" after ACW | 3.3.20259.3 | LUCS-AA |
BUGFIX | 2412013 | 75772 B: [ICH] PlayMusic executed while agent was already connected | PlayMusic activity stops playing before connected | 3.3.20259.3 | LUCS-ICH |
BUGFIX | 2412290 | 74705 B: Double ACW when call gets consultative transferred to external target | Only one ACW when call gets consultative transferred to external target | 3.3.20259.3 | LUCS-AM |
FEATURE | - | 49013 U: [LC] "SecondaryUPN" field on User | New field is added еще he system. It allows to log into PowerBI Server/PowerBI.com. | 3.3.20259.3 3.3.20255.1 (WebConfigurator) | LUCS-PS LUCS-WebConfigurator |
BUGFIX | - | 73550 B: [AA] NRR preselection seems to broken | NRR is displayed correctly on LUCS-FE after its selection in AA. NRR pop-up doesn't appear after selection the NRR reason in AA. | 3.3.20259.3 | LUCS-AM LUCS-AgentAssistant |
BUGFIX | 2412728 | 75585 B: [CIC] All the voice policies were deleted | System gets the information about voice policies. Synchronization works correct, voice policies are kept in proper way. | 3.3.20259.3 | LUCS-CIC |
BUGFIX | 2412568 | 75456 B: Communication between one ICH and AM broken, no appropriate error handling | Fix was made in base class that is contained by all services. | 3.3.20259.3 | Primary affected services are:
|
BUGFIX | 2411095 | 48766 B: [CR], clean temp files if voicemail will not be sent because the session was too short | Temp file is deleted if the voicemail session was too short and file is 0 KB. | 3.3.20254.5 (4.5.2)* 3.3.20254.3 (4.7)* | LUCS-CR |
BUGFIX | - | 74189 B: [AM] AM reserves the same Agent twice within the same MS since 3.3 | The call goes to the Agent once. | 3.3.20238.1 | LUCS-AM |
BUGFIX | 2412338 | 73776 B: [VT] Virtual Transfer doesn't work when directly before a "Cancel Agent Request" activity with HardCancel=true is used | The call is processed in a proper way without hanging and long connection if Hard Cancel option is enabled. | 3.3.20218.1 | LUCS-ICH |
Note: "(4.7 / 4.5.2)" refers to the separate Setup available for the respective .NET version
- LUCS 3.3.2 Bugfix Release
Type | External Ticket ID (OTRS) | Internal ID / Issue Description | Fix Description / Impacts | Fixed in DB / Setup Version | Affected Component Setups |
---|---|---|---|---|---|
BUGFIX | 2412106 | 73631 B: Backend - Emergency case not correctly displayed | Selected Emergency Case is selected and saved in a proper way. | 3.3.20202.1 | LUCS-WebConfigurator |
BUGFIX | 2412185 | 73980 B: [CR] Deal with expired O365 Tokens like in CI | Improved expiration time condition to avoid "Access token has expired" error. This error is handled: the logic was changed to allow retry send voice mail. | 3.3.20197.3 | LUCS-CR |
BUGFIX | - | 73358 B: [API] Virtual Transferred call can't be put on hold | Call that was transferred using Virtual activity can be put on hold via API. | 3.3.20182.1 | LUCS-AM TM-AM LUCS-API TM-API LUCS-ICH TM-ICH |
- LUCS 3.3.2 Bugfix and Feature Release
Type | External Ticket ID (OTRS) | Internal ID / Issue Description | Fix Description / Impacts | Fixed in DB / Setup Version | Affected Component Setups |
---|---|---|---|---|---|
FEATURE | - | F: Added [Reporting].[SupervisorSession] to the PowerBI Agent Report | Add [Reporting].[SupervisorSession] to the PowerBI Agent Report | 3.3.20164.1 | LUCS-ICH |
BUGFIX | - | 50654 B: Workflow with a callback that were scheduled successfully writes incorrect task result | Reporting now returns TaskResult = Workflow Callback Schedule Success | 3.3.20164.1 | LUCS DatabaseUpdater |
BUGFIX | 2411511 | 58141 B: [SMD] Improve logging when connection to S4B-FE drops | Extended logging for Connection Dropped/Unhandled Exception added | 3.3.20161.1 | LUCS-SMD |
FEATURE | - | 50143 U: Remove limitation to "non-system" parameters PreferredAgentActivity | User is able to configure system parameters (for example: RetargetInitiatorSipUri ) to 'Set Preferred Agent' activity. | 3.3.20161.1 | LUCS-Configurator |
BUGFIX | - | 50633 B: [CI] Issue with O365 events causing time shifts. | O365 All-Day calendar events got back time-shifted if "MailboxSettings.Read" is set
| 3.3.20156.9 3.3.20160.1 (for net4.7) | LUCS-CI |
- LUCS 3.3.2 Bugfix and Feature Release
Type | External Ticket ID (OTRS) | Internal ID / Issue Description | Fix Description / Impacts | Fixed in DB / Setup Version | Affected Component Setups |
---|---|---|---|---|---|
BUGFIX | 2411080 | 50653 B: [LUCS][TM] Rona from UC Session Log is not displayed on Agent in Reporting | Rona from UC Session Log is not displayd on Agent in Reporting | 3.3.20146.3 | LUCS-ICH |
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 | 3.3.20146.3 | LUCS-ICH |
FEATURE | - | 49931 U: [ICH][ExternalWebRequest] Add PUT Method Option | Possibility to use PUT as External Web Request Option in WI | LC-Configurator: Web-WebConfigurator: | LUCS-Configurator LUCS-WebConfigurator |
FEATURE | - | 48406 U:[AAold] Add the option to use one time call as API if user clicks on outboundcall: if target is a sip URI | Agent is able to call over a outboundcall: to a sip URI | 3.3.20133.2 | LUCS-AM LUCS-AA |
BUGFIX | 2411555 | 50385 B:[ICH] CheckPresenceState CheckServiceState activties returns wrong service presence and state after Virtual Transfer | Check Presence\Service State activities: Service is DirectSelectable if no Agent is available. System takes an exit for unavailable state which by default is mapped to DirectSelectable/Available. | 3.3.20133.5 | LUCS-ICH |
– LUCS 3.3 Bugfix Release
Type | External Ticket ID (OTRS) | Internal ID / Issue Description | Fix Description / Impacts | Fixed in DB / Setup Version | Affected Component Setups |
---|---|---|---|---|---|
BUGFIX | 2411407 | 49855 B: [Callback] Callback Scheduling just stopped at some moment, restart of AM helped | Callbacks that were created a month ago are not stopped anymore. | 3.3.20123.1 | LUCS-AM |
BUGFIX | 4111379 | 49507 B: [LC] Recording mailbox changed, when Opening Hours Box on Service is adjusted | Changes with Opening Hours box don't affect Recording Mail Definition instant. | 3.3.20115.1 | LUCS-Configurator |
BUGFIX | - | 49696 B: No TCC/CSC and ACW on CallAs Conversations | TCC/CSC/ACW are presented to the Agent when he's performing a CallAs converation. | 3.3.20115.1 | LUCS-AA LUCS-AM LUCS-ICH |
BUGFIX | 4210505 | 48959 B: RONA Count is counting only missed calls, but doesn't count declined ones | RONA Count is counting only missed calls, but doesn't count the calls that were declined by an agent | 3.3.20099.4 | LUCS-DatabaseUpdater |
BUGFIX | - | 48464 B: [ICH] A discrepancy between UC Session Log and TaskResult | Because of incorrect order of sending from SfB events, "RONA" from US Sesison Log was not reported as "Missed/Declined" in the Reporting. Note: Only backend part was fixed. | 3.3.20099.4 | LUCS-ICH |
– 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:
WF Activity | Type of Update |
---|---|
Announcement | existing property is split |
InputCustomer | existing property is split |
EmergencyActivity | existing property is split |
Connect | new properties added, default "true" |
Collect Customer Information | new properties added, default "true" |
Standby Duty | new properties added, default "true" |
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 |
| Retrieve all services under the respective Organization Unit with the option to exclude children.
|
User (Agent) specific items |
| Check all consultation calls created by a user.
|
Task provisioning and management |
| The LUCS API has been updated with new functionality, now allowing you to manage Tasks. Using the API you can directly:
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
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:
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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:
- Using DB Updater, create the Database in the latest 3.2 Version first
- The execute "Reporting.usp_Dataloader" → This creates the necessary Index files
- Then update the database from 3.2.08.xxxx to 3.3.12.xxxx or newest DB equivalent
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. | ||||
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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.
For versions <3.3: We do not recommend to use "all-day" events for O365 calendars until you're ready to perform an Upgrade. |