Release Notes

27 Apr 2022 – LUCS 3.6.02 Bugfix and Feature Release

31 Mar 2022 – LUCS 3.6.02 Bugfix and Feature Release

25 Feb 2022 – LUCS 3.6.02 Bugfix and Feature Release

Type	OTRS ID	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][3.6] 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

28 Jan 2022– LUCS 3.6.02 Bugfix and Feature Release

25 Nov 2021– LUCS 3.6.02 Bugfix and Feature Release

05 Nov 2021– 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)
  RBAC: Necessary Role: UsersProvisioning/UsersReadOnly
  Returns URP visible according to rights on API-Key
  
  
• POST : /v2.0/usersStates/{userIdentifier}/setActiveProfile → Sets the specified profile of the agent as active profile.
  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"
  RBAC: Necessary Role: Usercontrol
  • Parameters: userIdentifier, serviceIdentifier
  • Validation:
    • userIdentifier: Exists and "allowed to change by RBAC"; Has a O365Id and Flag. 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. 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.

• 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

22 Oct 2021– 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.

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.

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.  By default no limit is set.
  •  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 "-". 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

- 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

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.