– LUCS 3.6.02 Bugfix and Feature Release

Type

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

97135 B:[LUCS] Incorrect data on Dashboard"Reachability" value is calculated correctly (not more than 100%) for one formula in the rare case when customer hangs up immediately after agent picked up the call.

3.6.0222.31803

LUCS-ICH

BUGFIX

96901 B: [Stratus] Time in queue isn't correct on FE widget when call is redirected  Time in queue on Customer Journey is calculated correct after the call transfer.

3.6.0222.31301

Luware-DatabaseUpdater

BUGFIX

97168 B: Agent Assitant crashed during CallAs AA continues working correct if the Agent terminates Call As session.

3.6.0222.30402

LUCS-ICH
LUCS-AM
LUCS-AgentAssistant

 – LUCS 3.6.02 Bugfix and Feature Release

Type

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

FEATURE

94616 U: [ICH] [Supervision] Use PSTN dial-out to reach supervisor

Implemented "Dialout over PSTN" behavior for supervisors as well . Behaves now the same as for Agents:

  • If the service is using "Dialout over PSTN" and the Supervisor does have a PSTN number (private line URI or line URI) →  dialout over PSTN
  • If not, fallback to the SIP address of the supervisor
  • If "Dialout over PSTN" is disabled, always dialout to SIP address of supervisor

3.6.0222.27202

LUCS-ICH

BUGFIX

96103  B: Terminated conference wasn't removed from available conferences and try used in next calls 

Terminated session is released from available conferences and ready being used in the next call.

3.6.0222.26902

LUCS-ICH

BUGFIX

96046 B: [ICH] Transfer to another agent or target doesn't reach configured forward target

Transfer to another agent or target reaches a configured forward target when 'Disable Service Call Forwarding' option is disabled for the Service. 

3.6.0222.26401

LUCS-ICH

BUGFIX

95391 B: [FE] Parameter display name saved for parameters mapping at ExternalWebRequest

Parameter 'Name' is saved for parameters mapping at External Web Request.

3.6.0222.25201
3.6.0022.25203

LUCS-ICH
LUCS-PS
LUCS-DatabaseUpdater
LUCS-WebConfigurator
LUCS-Configurator

FEATURE

94742 U: [ICH] Improvements for IM channel in outbound case

Conversation window is closed by AA after the outbound call established over SMD is terminated. 

3.6.0222.22001

LUCS-AgentAssistant

BUGFIX

94545 B: [ICH] Unobserved Exception in TaskScheduler leads to non responsive ICH

Fixed possible deadlocks in some scenarios. 

3.6.0222.20801

LUCS-AM
LUCS-ICH
LUCS-MM

 – LUCS 3.6.02 Bugfix and Feature Release

Type

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

FEATURE

94528 I: [ICH] Increase DTMF tone volume to -12 db

DTMF tone volume that is send towards to customer is increased to -12 db (from -32).

3.6.0222.20301

LUCS-ICH

BUGFIX

93900 B: NRR popup shown after CallAs - Call started during previous NRR period

NRR is reported correct in LUCS-Frontend in case of Call As during previous NRR period.

3.6.0222.20102

LUCS-AM

BUGFIX

94106 B: [AM] Investigate stuck tasks

Some improvements were implemented. External tasks are not stuck anymore.

3.6.0222.19501

LUCS-AM

BUGFIX

93900 B: NRR popup shown after CallAs-Call started during previous NRR period

NRR pop-up is displayed after changing state from "Available" only. It is not displayed after "Call As" call started during a previous NRR period.

3.6.0222.18802

LUCS-AgentAssistant

BUGFIX

93831 B: [CI] Category is not applied on change to internal calendar

Category is applied on change to internal calendar if there are no configured categories in the Topology.

3.6.0222.18002

LUCS-CI

BUGFIX

93834 B: Webconfigurator. Audio File uploading issue

Audio file is uploaded correct on Workflow Resources page in Web Configurator.

3.6.0022.17902

LUCS-WebConfigurator


93270 B: [NRR] After performing a call while being on NRR preselect, default NRR is being displayed and no new NRR popup

Pre-selected NRR is displayed after direct call termination and there is no NRR pop-up window afterwards.

3.6.0222.15409

LUCS-AgentAssistant

FEATURE

92412 U: [Outbound][ICH] Offer possibility to have empty message configuration to avoid opening chat channel on outbound conversations

  • Validation for "Outbound" messages are removed.
  • User is now able to configure empty messages for Outbound calls.
  • This now allows to avoid opening chat channels on outbound conversations.

3.6.0022.15401
3.6.0222.15302

LUCS-WebConfigurator
LUCS-ICH
LUCS-LC

BUGFIX

FEATURE

92881 B: [FE] Reachability above 100%
92943 U: [Dashboard] App-Setting to hide "Reporting" menu entry completely

  • Reachability KPI is calculated correct (not more than 100%) in LUCS-FE and LUCS-Dashboard.
  • "ReportingPowerBiEnabled" setting is added to AppSettings.config file of LUCS-Dashboard. "Reporting" menu item is visible if setting is set to 'true'.

3.6.0222.14702

LUCS-Dashboard
LUCS-FE

FEATURE

93152 U: [LUCS] Update expired code signing certificate

Certificate code signing is updated for setups.

3.6.0222.14605

LUCS-MMClient 

BUGFIX

92757: B: [ICH] ICH didn't completely shutdown nor did it try to get "operational" after S4B issue creating unhandled exception

Fix shutdown for hanging ICH. Improved logging for this case.

3.6.0222.14403

LUCS-ICH

 – LUCS 3.6.02 Bugfix and Feature Release

Type

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

92620 B: [WebConfigurator] Uncheck "Use Opening Hours Box Callback Category" when Opening Hours Box is removed

"Use Opening Hours Box Callback Category" checkbox is deselected when "Opening Hours Box" value is removed on 'General Information' tab of service details.

3.6.0022.14302

LUCS-WebConfigurator

BUGFIX

92774 B: [AC][CR] Quiet installation doesn't apply S4B settings correctly

Quiet installation applies S4B settings correctly.

3.6.0222.13905

LUCS-AC
LUCS-CR

BUGFIX

92718 B: [AM] Possible ghost task (Task popup shown on Stratus.AA)

"Ghost" tasks pop-up shown on Stratus.AA are fixed.

3.6.0222.13905

LUCS-AM

FEATURE

92564 I: [ICH] Promote log about Delay in conference creation to EventLog entry

ICH logs are promoted to EventLog about Delay in conference creation

3.6.0222.13802

LUCS-ICH

BUGFIX

90665 B: [Dashboard] 'Agent Performance Tabular' widget: ACW time is reset to '0' after restarting or exchanging Dashboard setup

'Service Task ACW Time' value is not reset to 0 after Dashboard setup failover.

3.6.0222.13802

Luware-DatabaseUpdater 

BUGFIX

92559: B: [ICH] Call Distribution Issue

Task is solved after profile changes

3.6.0222.13002

LUCS-AM

BUGFIX

92514: B: [ICH] Unhandled exception in AmProtocolHandler

Unhandled exception in AmProtocolHandler was fixed

3.6.0222.12504

LUCS-ICH

BUGFIX

92417: B:[LC] Incorrect hint on save button on AM's changes

Fixed validation text

3.6.0222.12504

LUCS-LC

 – LUCS 3.6.02 Bugfix and Feature Release

Type

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

92164: B: NullReferenceException after switching from Chat to Audio

Switching from Chat to Audio now occurs without e xception thrown.

3.6.0222.11203

LUCS-ICH

BUGFIX

91779 B: [WebConfigurator] Some changes are sent on backend for Services in bulk mode

There are no any unnecessary changes on backend side while selecting Services in bulk mode.

3.6.0022.10301

LUCS-WebConfigurator

BUGFIX

91799 B: Workflow Instances (WFI) are not loading/loading with severe delay

Changes on backend result now in WFI being displayed correctly in all configurators (Web and Client).

3.6.0222.10502

LUCS-Configurator

FEATURE

90552 I:[FE] Use one wcf client for anonymous user (for userContext and dataContext)

One wcf client is now used for Anonymous users. The one record is logged in file of FE-Core.

3.6.0222.10306

LUCS-FE

BUGFIX

91591 B: [Stratus AA] Views disappeared

90859 B: [Stratus AA] Pop-up windows are partially hidden if there are >1 window displayed

  • Scroll is added in case of multiple displayed Stratus AA pop-up windows. User is able to scroll and view pop-up windows without minimizing one and maximizing the other one.

  • Stratus AA pop-up windows view now works as intended

3.6.0222.09609

LUCS-Stratus.AA

 – LUCS 3.6.02 Bugfix and Feature Release

Type

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

91586: B: [ICH] Unhandled exception on processing received DTMF tone

Fix unhandled exception for DTMF tones

3.6.0222.08803

LUCS-ICH

BUGFIX

91253 B: Placeholder's values are reset in bulk mode if values are different

Placeholder's values are highlighted in correct way in bulk mode for Services.

3.6.0022.08302

LUCS-WebConfigurator

BUGFIX

91291 U: [SMD] Check and potentially fix pool awareness and pool failover settings in SMD

Fix of pool awareness setting in SMD.

3.6.0222.07605

LUCS-SMD

BUGFIX

91114 B: [LUCS]: The set NRR Reason during ACW is not shown but the default one on Dashboard as Not ready Reason

NRR is set correct if it was selected via AA menu during ACW time.

3.6.0222.07003

LUCS-AM

BUGFIX

91127 B: FE: Null reference exception on connecting FE to FeCore

Null reference exception during connect Fe to FEcore fixed

3.6.0222.06603

LUCS-Frontend

FEATURE

90134 U: [Outbound][ICH] Improve agent information while doing outbound calls on S4B

New messages are added in 'Outbound Service Messages' section of Messages configuration:

  • Connecting Destination System Error
  • Connecting Destination User Unknown
  • Connecting Destination Postponed
  • Connecting Destination Task Cancelled
  • Connecting Destination Task Callee Busy
3.6.0222.06302

LUCS-PS
LUCS-LC
LUCS-ICH
LUCS-DatabaseUpdater

 – LUCS 3.6.02 Bugfix and Feature Release

Type

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

90905: B: [AC] Cleanup app.config

Empty value for "ListOfSpecialUsers"  to set the permanent "online" status for special users has been added to app.config

3.6.0222.05503

LUCS-AC

CHANGE

90830: U: [LUCS][TM] Replace log4net v2.0.8.0 with v2.0.14.0 (latest)

Log4net version was changed to the latest  v2.0.14.0 to fix The CVE-2018-1285 vulnerability of log4net

Analysis

After our internal assessment we conclude that - in order to exploit the Log4net vulnerability - an intruder needs to change the configuration of each component, which requires access and admin privileges on LUCS/TM servers in the first place.

This assessment also includes Agent/Client machines, since Agent Assistant (AA) is using the same concepts, requiring admin privileges to make changes.

Our log4net files are not directly accessible from outside via our components. However we still updated all components containing Log4net code as a safety precaution and recommend to update your servers at your earliest convenience.

3.6.0222.05305
3.6.0022.05409 (WebConfigurator, EventViewer)

LUCS-AA
LUCS-AC
LUCS-AM
LUCS-API
LUCS-CI
LUCS-CIC
LUCS-CR
LUCS-Dashboard
LUCS-Export
LUCS-Frontend
LUCS-ICH
LUCS-LC
LUCS-LC.UserAdministration
LUCS-MM
LUCS-MM.Setup.Client
LUCS-PS
LUCS-SMD
LUCS-Stratus.AA
LUCS-Stratus.AA.Setup-EMEA
LUCS-WebConfigurator
LUCS-WorkflowConfigurator
Luware.DatabaseUpdater
Luware.EventViewer

BUGFIX

90614 B: [Dashboard] Avg Service Task Acw seems to represent the SUM not the AVG

90610 B: [Dashboard] Switching profile doesn't work on "Agent Supervision"

90751 B: [Dashboard] 'Agent Performance Tabular' widget: whole ACW time is taken in to calculation instead of actual one

90664 B: [Dashboard] 'Agent Performance Tabular' widget: ACW time for "nonblocking" External Task is calculated with Service ACW time

90761 B: [AM][Reporting][API] External Tasks disappear from API/Dashboard over night, but are solved and sent to agent next day

  • ACW time is calculated as average value in 'Agent Performance Tabular' widget.  If user clicks 'Finish' button in AA in order to finish ACW, then only actual time is taken into consideration.
  • External tasks are displayed on Dashboard according to configured Max Lifetime Without Status Polling time, and also can be requested over API.
3.6.0222.04903

LUCS-AM
LUCS-Dashboard

BUGFIX

90375 B: [DbUpdater] Investigate DataException in DbUpdater

DbUpdater works without errors while updating the databases with a big amount of data 3.6.0222.04705

Luware-DatabaseUpdater.Setup

BUGFIX

FEATURE

90394: I: [Live reporting] Introduce server side queue for every connected client
90422: B: WCF services wasn't disposed after lost connection with client
90034: B: [BLKB][ICH][FE] Callbacks disappears from the widget and queue after several attempts to reach the Agent

  • Communication between AM, ICH, MM and FE was made more stable and performant to display reporting information on FE without huge latency time

  • Sessions are displayed until it is reached out of attempts for the agent or customer
3.6.0222.03802

LUCS-AM
LUCS-Frontend
LUCS-ICH
LUCS-MM

BUGFIX

89472 B: Support


Fixed problem with reconnection to wcf service 3.6.0222.02705

LUCS-FE

BUGFIX

FEATURE

90417: U:[LUCS] Block agent on SIP 486/488 response during dialout for task solving

Agent is blocked on the period of RONA timeout when get  SIP 486/488 response 3.6.0222.03403

LUCS-ICH 

BUGFIX

89775: B: [ICH][Reporting] SessionLostType=null reported when there is no succesful attempt to reach agent and customer hangs up

SessionLostType is set to LostInQueue when at least one attempt has been made to connect to an agent 3.6.0222.03202

LUCS-ICH

– LUCS 3.6.02 Bugfix and Feature Release

Type

OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

-

90166: B: [ICH] Ms-Sensitivity Header "breaks" transfer in certain cases

Ms-Sensitivity Header was removed

3.6.0222.02705

LUCS-ICH

BUGFIX

-

90280 B: [ICH][Outbound] If Agent removes Audio modality during "ringing" at customer, it doesn't shutdown the session

If the Agent terminates the callback on his side during "ringing" at customer, then the call is shut down the current session on both side. Customer receives the call again only after the Agent accepts it on his side.

3.6.0222.02603

LUCS-ICH

BUGFIX

-

90130 B: [DbUpdater] Migration fails with NullReferenceException

There are no exceptions and errors while updating TM database from 3.3 to 3.6 version

3.6.0222.02104

Luware-DatabaseUpdater.Setup

BUGFIX

-

87981: B: [WebConfigurator] Incorrect Placeholder fields highlighting in service bulk edit mode

Highlighting for service bulk edit mode for the same WF and the Placeholders was fixed

3.6.0022.02003

LUCS.WebConfigurator.Setup

BUGFIX

-

90068: B: Persistent storage issue

PS resets failover data about terminated calls 

3.6.0222.01903

LUCS-PS 
TM-PS

BUGFIX

-

89714: B: [ICH][Setup] Quiet installation with LYNC_SERVER_VERSION=2015 doesn't set assembly versions right

89474 B: [SMD] Callas is skipped - user not found 

Quiet installation works correct with LYNC_SERVER_VERSION=2015

User is recognized correct for Call As call in connection with Verba work.

3.6.0222.01304

LUCS-ICH
LUCS-SMD

BUGFIX

-

89247 B: [Configurator] Default value of Placeholder is duplicated to "Value" field while reset to default value

89055 B: [Configurator] Unhandled Exception in Configurator when reset to default is used on placeholder

'Default Value' is displayed in 'Value' field.

'Value' field is mandatory in Configurator.

There is no any errors and exceptions while user resets placeholder value to the default one on Service details.

3.6.0222.01003

LUCS-Configurator


BUGFIX

-

Bug 89711: B: [ICH] NullReference in OutboundServiceSession and DTMF tone listener
Product Backlog Item 89532: U: [LUCS][TM] Add FrontcallId header for callas over smd\ich

  • Issue with NullReference/UnhandledException is fixed 
  • x-lucsm-frontcallId header was added for callas over smd\ich
3.6.0222.00504

LUCS-ICH 

BUGFIX

-

Bug 89298: B: TaskResult = 0 for set of service sessions

TaskResult = 0 when AgentTaskResultId is Technical Error (Skype for Business) or System Error

Proper task result is assigned: Technical Error (Skype for Business) or System Error3.6.13.0008

Luware.DatabaseUpdater

BUGFIX

-89472 B: Support for AM / CIC desync causing unresolved tasksTask is resolved correctly after network issue.3.6.0221.35804

LUCS-MM

LUCS-AM

LUCS-ICH

BUGFIX

-89511 B: [Dashboard] Clock type digital is not displayed'Digital' clock type is displayed correct3.6.0221.35804

LUCS-Dashboard

BUGFIX

-Bug 89472: B: Support for AM / CIC desync causing unresolved tasks

Error handling of delays on receiving photos was improved

3.6.0221.35703

LUCS-CIC 

BUGFIX

-Bug 89472: B: Support: Newly added agents not working as intended

Fixed issue with new added agents when sometimes new agent couldn't get calls and AA's windows

3.6.0221.35602

LUCS-AM


BUGFIX

-

Bug 89472: B: Support (T: [AM] Fix task solving)

Task solving after disconnect AM/ICH was improved

3.6.0222.01202

LUCS-AM 

BUGFIX

-89255: B: [TM] Investigate delay/not working adding of a team member to a team (AdSync=false)

Error handling of delays on receiving photos was improved 

3.6.0221.34803

LUCS-CIC

BUGFIX

-89177 B: [LUCS-FE] Threshold sound doesn't play if it is configured in hierarchical widget

Sound plays for thresholds that are configured in hierarchical widgets (Organization Unit Service KPI)

3.6.0221.35004

LUCS-FE

BUGFIX

241681688200: B: [CR] Delay of the delivery with Error SendVoiceMailVoice messages aren't blocked by CR3.6.0221.34302

LUCS-CR

BUGFIX

-89176 B: [AM] NullReference on Startup (TaskHandling)AM works in a proper way without exceptions if the Agent adds any session (Inbound, Call As etc.) when he is on a direct call.3.6.0221.34703

LUCS-AM

FEATURE

-88473 U: [Stratus.AA] Play sound for External and Outbound-TasksSound plays during External or Outbound tasks. It can be configured during Stratus AA installation or on Settings pop-up window of Stratus AA.3.6.0221.34302LUCS-AgentAssistant
LUCS-AgentAssistant-EMEA

– LUCS 3.6.02 Bugfix and Feature Release

Type

OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

FEATURE

-88133: U: [ICH] Merge Outbound Connector WF Activity to 3.6/master Re-added as missing "Outbound Connector" activity back to the list of Workflow Elements. 3.6.0221.32803
3.6.0021.32702
LUCS.ICH.Setup
LUCS.Configurator.Setup
LUCS.PS.Setup
Luware.DatabaseUpdater
LUCS.WebConfigurator.Setup

BUGFIX

-88054: B: [Agent Assistant] After AM restart Callas value restored but isn't shown in callas subitemsFixed inconsistent state for CallAs between SMD and AM after restarting am3.6.0221.32606LUCS-AA
LUCS-AM

BUGFIX

-88484 B: [API] /v1.0/users/{{userId}}/tasks returns no task for expert (initial consult transfer finished) as soon as consult call (2nd) is started
  • API returns the correct tasks for the expert (initial consultative transfer is finished) as soon as the second consultative call is started.
  • Stratus.AA Toast stays being visible on Agent 2 side as soon as he started consultation call to agent 3 (which is incorrect) until the task is being transferred (as long as he's involved with the customer).
3.6.0221.32208LUCS-ICH

BUGFIX

-

87980 B: [WebConfigurator] Wrong message on 'Apply Changes' pop-up on Service page while adding service in bulk mode 

88407 B: [WebConfigurator] Placeholder title and icon are displaced on 'Workflow' step of 'Add Service' wizard

88056 B: [WebConfigurator] There is no name of WFS on "Duplicate" pop-up

  • Correct message is displayed on 'Apply Changes' pop-up if the user selects the service, makes any changes and trying to add another service in bulk mode.
  • Placeholder title and icon is displayed correct on 'Workflow' step of 'Add Service' wizard.
  • Workflow Structure name is displayed on "Duplicate" pop-up while importing the already existing workflow structure.
3.6.21319.2
3.6.0221.3191 
LUCS-WebConfigurator
LUCS-PS

BUGFIX

2416740

88073: B: [LUCS][Agent Assistant] TCC and CSC are not shown for Call As

88105 B: [AM] Stuck task on AM/Stratus.AA  (ICH only)

  • TCC and CSS are shown for Call As
  • API does not allow to make the second consultative call if there is one already established
3.6.0221.31302LUCS-ICH
LUCS-AM

FEATURE

-87622: U: [API] Allow to set profile and "Conversation-As"-Service for User via APINew methods:
get  /v2.0/profiles
post  /v2.0/usersStates/{userIdentifier}/setActiveProfile

post   /v2.0/usersStates/{userIdentifier}/setConversationAsService
3.6.0221.30502
3.6.0221.30902 (API)
LUCS-AA
LUCS-AM
LUCS-API

BUGFIX

-88117: B: [API] Wrong Id returned for user after transfer to another serviceCorrect task id for user session after transfer. 3.6.0221.30902LUCS-ICH
LUCS-API

FEATURE

-87927 U: [ICH] Enable DTMF Listener for Calls, when Consult Call over API is performedAgent is able to use DTMF tones (e.g. for an IVR) when he is performing a consultation call to an another service over the API.  3.6.0221.30104

LUCS-ICH

– LUCS 3.6 Update Release


 API 2.0 - Allow to set profile and "Conversation-As"-Service for Users

FEATURE

  • Extended the AgentProfile (in UserDto) with the Id (GUID) of the profile
  • UserDto (1.0, 2.0) and UserState extended with DefaultProfileId and CurentProfileId
  • Extend Create/Update users methods so that the UserResponsibilityProfile can be passed (alongside/instead of Name) to clearly define which profile should be assigned

New Methods in LUCS API with this release:

  • GET /v2.0/profiles (in Users group) → Returns all configured responsibility profiles (ID, Name, OffDuty-Flag)
    (tick) RBAC: Necessary RoleUsersProvisioning/UsersReadOnly
    (lightbulb) Returns URP visible according to rights on API-Key

  • POST : /v2.0/usersStates/{userIdentifier}/setActiveProfileSets the specified profile of the agent as active profile.
    (tick) RBAC:  Necessary Role:  Usercontrol
    • Parameters: userIdentifier, profileId
    • Validation:
      • userIdentifier: Exists and "allowed to change by RBAC"
      • profileId: Check if profileId is of a configured (UserReponsibility)Profile of the user. 
    • Result / Error Codes:
      • When the profile is already active → "success"
      • When profile does not belong to agent (to be set) → validation error
      • If invalid ProfileID is being used → validation error
  • POST method: /v2.0/usersStates/{userIdentifier}/setConversationAsService Sets the specified service of the agent as active "Conversation As" service. If you want to reset the service and allow the agent to make calls in his own name, pass an empty "serviceId"
    (tick) RBAC:  Necessary Role:   Usercontrol
    • Parameters: userIdentifier, serviceIdentifier
    • Validation:
      • userIdentifier: Exists and "allowed to change by RBAC"; Has a O365Id and Flag. (lightbulb) Allowed only for agents working with Skype For Business
      • serviceIdentifier: Check if serviceIdentifieris is part of a "valid" Conversation-As service for the respective user. (lightbulb) Valid means returned by /v2.0/users/{userIdentifier}/services/conversationas  or it's empty
    • Result / Error Codes:
      • If the service is already active as Conversation-As → "success"
      • If  service is not a valid Conversation-As service to agent → validation error
      • If invalid serviceIdentifier is being used → validation error
      • If the serviceIdentifieris passed as empty, reset the "Conversation As" service for the respective user, so that he can perform calls in his own name ("Call as → Myself in AA") 

Effects

Changes Duty Profiles and Conversation as a Service (Call As) entries automatically in Agent Assistant.

Image

Image

  • Changes are also visible in Dashboard.
  • SMD considers the selected service (or the reset) and handles call invites accordingly.
  • Upon AA disconnect/sign out, resets profile back to default and Conversation-As service back to Myself

– LUCS 3.6 Release


FEATURE CHANGE BUGFIX

RONA shown in Customer Journey

FEATURE

RONA phases are now part of the Customer Journey:

  • Display RONA's and Declines as "events" on the Customer Journey 
  • Extend the legend to cover new events.
  • On mouseover: display info which Agent was responsible and after which time RONA/decline occurred
  • Update BI session data to include the new events. → See "Reporting Changes" below.

Consistency Checks for Workflow Activities

CHANGE BUGFIX

Previously it was possible to define Workflows with properties that are required in the Configuration frontend but not in the legacy "Configurator" app. The consistency check in the web-application then led to various validation errors when saving Workflow Instances which could be confusing to the user.

Consistency check changes were made for the following Workflow Elements

  • Create Callback Request - " Max callback retries" set to 1 in Configurator (instead of 0).
  • Check Parameter - "Regex": now mandatory prior to saving (was saved empty).
  • Probability Routing - Percentage on Exit one set to 0 upon creation (not only when saving).
  • Compare Parameter - "Regex" for 1st and 2nd parameter not required (were mandatory before).
  • Connect - "RONA limit" set to 3 upon creation (not only when saving). 
  • Set Preferred Agent - "Order Number" is now 0 and mandatory (wasn't before).
  • Stand-By Duty - "Confirmation DTMF input" is set to 5 and "Retry limit" is set to 1 upon creation (was 0 and 5 before).
  • Check Agent Request Status - "RONA Limit" now set to 3 upon creation (not only when saving).
  • External Web Request - Contents now required (was allowed to save empty in web frontend).
  • Input Customer - All time controls now required (were set to 00:00:00 in web frontend after saving).

Avatar synchronization via MS Graph

  • User avatars from O365 users are being synced and displayed on the Dashboard
  • Image refresh occurs once per day to keep load low.
    • Picture retrieval via separate URL (GET-Method) not via SignalR so it's being cached by browser.
    • Photos for local S4B users are retrieved from Exchange (unchanged).

LUCS API


Changes below are related to the LUCS API, featuring a greatly updated Swagger file for LUCS 3.6 and a new API 2.0 Version.

API 2.0 Started

FEATURE CHANGE

With this update we introduce V2.0 of our API and related Swagger documentation file. V1.0 remains available and supported.

(question) What's new in 2.0?

  • Support for a wider range of parameters 
  • Cleanup of blocking task method:
    • Added "/v2.0/users/{userIdentifier}/addBlockTask" method to API:

      • Description: adds a "fake" task to the user to block him from other work. Use this method, if the user should be blocked for other work but be reported as "working". User will be blocked until this fake task is removed via API or until AM is restarted.

      • Use via /v2.0/task/{taskidentifier}/terminate + ID of blocking task to remove

    • Removed /v2.0/users/{userIdentifier}/block and  /v2.0/users/{userIdentifier}/unblock  methods
  • Support for Absent reasons
    • GET ​/v2.0​/users​/{userIdentifier}​/getAbsentReasons - Get all available absence reasons for agent
    • POST ​/v2.0​/users​/{userIdentifier}​/setAbsent - Blocks user from work. Reports user as "NotReady"/absent with provided NotReadyReason, which means, he's considered not "working". This state persist until either it is removed via API, the user ends the "Absent" period through Agent Assistant or AM is restarted.
    • POST ​/v2.0​/users​/{userIdentifier}​/unsetAbsent - Removes "Absent" state from user. User will once again participate normally in task assignment process.
  • Extended support (id, upn, sip, etc) and change of parameters for:
    • GET /services/{serviceId}/usersStates command (replacing user presence, changed supported parameters)
    • GET /services/{serviceIdentifier}/users (changed supported parameters)
    • POST /v2.0/users/{userIdentifier}/update (changed supported parameters)
  • Support for paginated results - if requested via parameter - for the following commands: 
    • GET ​/v2.0​/services
    • GET ​/v2.0​/users​/{userIdentifier}​/services​/conversationas
    • GET ​/v2.0​/organizationunits​/{ouIdentifier}​/services
    • GET ​/v2.0​/services​/{serviceIdentifier}​/tasks
    • GET ​/v2.0​/users 
    • GET ​/v2.0​/organizationunits​/{ouIdentifier}​/users
    • GET ​/v2.0​/services​/{serviceIdentifier}​/users 
    • GET ​/v2.0​/usersStates
    • GET ​/v2.0​/services​/{serviceIdentifier}​/usersStates 


For V1.0 API users

API V1.0 remains effective and changes made should be non-breaking to existing users.

  • New features mentioned above are also included for API V1.0 unless stated otherwise.
  • Descriptions and commands are updated in both V1.0 and 2.0 Swagger documentation to reflect the differences. Refer to the LUCS API page for a side-by-side comparison.

API Allow blind-, attended- and consultative transfer for Conversation-As and Callback Sessions

FEATURE

As the Supervision functionality is now established for the Dashboard, API restrictions for transfer on outbound sessions are now removed.

Transfers of Call As/Callback outbound sessions should end with the following results:

  • blind transfer
    • gets accepted
    • gets not accepted → call ends
  • attended transfer
    • gets accepted
    • gets not accepted → call returns/stays with the Agent.
  • consultation transfer
    • consultation call → transfer
    • consultation call → merge
    • consultation call → not accepted → agent returns to customer
    • consultation call → declined → agent returns to customer
    • consultation call → accepted, but no transfer merge happens → agent 1 returns to customer

Configurable Base URL for API

FEATURE

A new " PublicApiAddress " setting in Topology Settings > API allows to define a base URL.

(lightbulb) The URL will be used in the outwards facing API method (swagger) file, allowing for dynamic redirects / load balancing using a URL instead of a static IP address.

Configurable rate-limits for API

FEATURE

  • Added General Service Settings "Max. Queued External Tasks" field.
    • Limits the amount of allowed external tasks (e.g. created via LUCS API ) to an allowed maximum. (lightbulb)   By default no limit is set.
    • (warning)   If the max. amount is exceeded the API will decline all additional external tasks until the existing ones are resolved.
  • Introduced LUCS API rate limits which can be set per API key to limit requests per configured time-period and prevent usage spikes

Agent Assistant


FEATURE

  • After Call Work for Agents now gets restored during an AM failover / restart situation. Situations are handled in the following way:
    • After AM failover/restart the remaining time of ACW (if any) is displayed. If (extended) ACW ran out during restart, the pop-up is removed once AA is reconnected.
    • RONA status will not be restored upon reconnect. During AM failure the status cannot be changed in Agent Assistant (same as before).
  • Improved white-space handling for Call-As Targets, now allowing for whitespaces " " and minus-signs "-". (lightbulb) Numbers will get normalized when handled by the system.

Reporting Changes


FEATURE

  • Related to API changes: ExternalTaskId and/or BlockTaskId are passed alongside with a Session/Task so they it can be used for Reporting purposes.
    Applies for: (Callbacks, ExternalTasks and BlockingTask)
  • Related to RONA changes: The EventList of Tasks now contains the "RONA" and "Declined" periods with the following fields:
    • CustomerTaskId
    • EventDateTime
    • EventType
    • Duration (How long did it ring until RONA occurred)
    • Name

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

The following features have known issues: 

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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. This has a noticeable impact on how LUCS handles Agent presence, availability and reporting features.  

Causes and Workarounds

Microsoft treats web-based Teams Clients presence status changes differently and with seemingly lower priority. 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.

Until this is resolved by Microsoft we strongly advise to exclusively use a locally installed Teams Client App for all productive users of your organization.