Release Notes
– 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 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:
| 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 | LUCS-ICH |
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 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 |
| 3.6.0022.15401 | LUCS-WebConfigurator |
BUGFIX FEATURE | 92881 B: [FE] Reachability above 100% |
| 3.6.0222.14702 | LUCS-Dashboard |
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 |
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 |
| 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:
| 3.6.0222.06302 | LUCS-PS |
– 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 |
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 |
| 3.6.0222.04903 | LUCS-AM |
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 |
| 3.6.0222.03802 | LUCS-AM |
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 |
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 |
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 |
| 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 Error | 3.6.13.0008 | Luware.DatabaseUpdater |
BUGFIX | - | 89472 B: Support for AM / CIC desync causing unresolved tasks | Task 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 correct | 3.6.0221.35804 | 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 | 2416816 | 88200: B: [CR] Delay of the delivery with Error SendVoiceMail | Voice messages aren't blocked by CR | 3.6.0221.34302 | 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-Tasks | Sound plays during External or Outbound tasks. It can be configured during Stratus AA installation or on Settings pop-up window of Stratus AA. | 3.6.0221.34302 | LUCS-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 subitems | Fixed inconsistent state for CallAs between SMD and AM after restarting am | 3.6.0221.32606 | LUCS-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 |
| 3.6.0221.32208 | LUCS-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 |
| 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) |
| 3.6.0221.31302 | LUCS-ICH LUCS-AM |
FEATURE | - | 87622: U: [API] Allow to set profile and "Conversation-As"-Service for User via API | New 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 service | Correct task id for user session after transfer. | 3.6.0221.30902 | LUCS-ICH LUCS-API |
FEATURE | - | 87927 U: [ICH] Enable DTMF Listener for Calls, when Consult Call over API is performed | Agent 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)
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
- userIdentifier: Exists and "allowed to change by RBAC"; Has a O365Id and Flag.
- 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
– 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.
- Limits the amount of allowed external tasks (e.g. created via LUCS API ) to an allowed maximum.
- 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
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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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.