Long-Term-Support (LTS) Version

This is the final version of LUCS and forms part of the Long-Term-Support (LTS) strategy by Luware. It is supported in accordance with the End of Life site information that can be reviewed here: Link.

– LUCS 3.7.01 Bugfix and Feature Release

BUGFIX

93900 B: [3.6] NRR popup shown after CallAs-Call started during previous NRR periodNRR pop-up is displayed after changing state from Available only. It is not displayed after Call As call started during previous NRR period.

3.7.0122.20101

LUCS-AM
LUCS-AgentAssistant

BUGFIX

94106 B: [AM] Investigate stuck tasksExternal tasks are not stuck. Some improvements are implemented.

3.7.0122.19502

LUCS-AM

BUGFIX

93831 B: [CI] Category is not applied on change to internal calendarCategory is applied  on change to internal calendar if there are no configured categories in Topology.

3.7.0122.18001

LUCS-CI

BUGFIX

93834 B: Webconfigurator. Audio File uploading issueAudio file is now uploaded correctly on "Workflow Resources" page in Web Configurator.

3.7.0022.17901

LUCS-WebConfigurator

BUGFIX

93569 B: [LC] Services can't be editedService details in LUCS Configurator can be edited.

3.7.0122.16601

LUCS-Configurator

FEATURE

94528 I: [ICH] Increase DTMF tone volume to -12 dbDTMF tone volume that is send towards to customer is increased to -12 db.

3.7.0122.20302

LUCS-ICH

FEATURE

93364 U: [ICH] Allow "Impersonate as Agent" for Conversation as Calls'Impersonate 'Conversation as' as an Agent' is added to the system (LUCS Configurator and Web Configurator). The call is impersonated from Agent name if the option is selected.

3.7.0122.19403
3.7.0022.19301

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

FEATURE

93362 U: [ICH] Screensharing for outbound calls and during consultation call (API) where technically possibleScreen sharing possibility is implemented for outbound calls and consultative ones (via API).

3.7.0122.17401

LUCS-ICH

LUCS 3.7 Major Version Release  

New Management tools for continuous Service monitoring

FEATURE

(info) With the release of our LTS we released a new set of Management Tools, specifically catered to administrators in charge of monitoring the health of their Luware product infrastructure.

  • Services Tool: The new Services Tool allows the automation of starting and stopping services.
    • The Services Tool stores the server and/or server configurations for selective startup and shutdowns.
    • Provides an convenient way to backup and retrieve existing service configuration parameter settings and log files into a ZIP archive, such as for analysis or Luware support purposes. 
  • Health Monitor: The new Luware Health Monitor provides you with a real time overview of all the Luware Components that are deployed and even expands to the linked SQL and S4B interconnections.  

Callback - Improved scheduling and assignment logic

FEATURE CHANGE

  • Administrators now have more control over the Outbound / Callback Task Configuration configuration located in the "Service > Outbound" tab.
    • "Max Agent Retries" and a reschedule interval when reaching maximum retry attempts are both now configurable in the Configuration UI.
    • A secondary reschedule time can be set for when Opening Hours are being used but don't have a "Callback" category defined (Callback Closed)

  • Supervisors / Administrators can now define "dialout retries" and "reschedule time" (gap between retries) when Initiating a CallBack Task from within:

  • Related improvement: Agents are now kept "available" in between retries and not blocked from receiving further tasks.

Standby Duty support for standalone Opening Hours

FEATURE

  • Agents with a mobile number defined are now selectable for when creating Opening Hours > "Standby Duty" events.
  • For this feature to work, the Agent Management > General Information > "Mobile Phone Number" field needs to be defined.
Agent Configuration"Standby Duty" Calendar EventSelecting Agents

Create an event of Category "Standby Duty"

Select the "Standby Category" to open a new "Agent Selection" field. 

  • Agents will be called in the order specified. You can change the order on existing entries.
  • Agents that had their number removed will appear in red and will not be considered valid standby duty targets.

Re-Assignable OU during import/export of Workflow Instances / Structures

FEATURE

  • Within the Workflow Structure and Workflow Instances configuration it is now possible to re-assign a new / different Organization Unit to the imported element.
  • It is possible to import the same instance / structures multiple times. A naming duplicate warning will prevent accidental imports


(lightbulb) Note that the export and JSON structure verification works as before - including protection against manipulation. You cannot edit the files outside as it changes the instance / structure checksum.

Agent Assistant - NRR consistency pass for SfB

FEATURE CHANGE

Improved UX/UI consistency in how Skype and MS Teams Client each interact with AA during Not Ready Reasons (NRR). SfB AA now automatically:

  • ... shows the NRR popup when an Agent is set to "Away" in SfB.
  • ... updates NRR, Presence and Call State on Dashboard and LUCS Web FrontEnd widgets.
  • ... resets the Skype presence state back to "Online" once the NRR is finished and an absent reason was provided.

Agent Assistant - Agents can extend external task (API) via AA

FEATURE CHANGE

  • Unchanged: External task distributed to Agents (e.g. via POST Tasks via LUCS API) can be set with an Expiry date, e.g. to prevent it being "stuck" in the system in an unresolved state when an Agent is on holiday or otherwise unresponsive. 
  • New: 5 minutes before a task would expire the Agent gets notified and has the possibility to  extend the task once more for the configured max lifetime ("MaxLifetimeWithoutStatusPolling" as set per LUCS API , or a minimum of 5 min).

    When a task gets extended the following result occurs:

    → The expiration info remains hidden until a point 5 minutes before the now extended task expiry. (lightbulb) This extension procedure can be repeated indefinitely.
    → Log information is written to signal that the task was extended (instead of expiring outright).

Agent Assistant - Support for Extended Toast (LUCIE) for consultative transfers via S4B-Client

FEATURE 

During consultative transfers the extended toast can now be passed forward between Agent and Experts, if both have Agent Assistant installed.

The scenario will pan out as follows: 

  1. Agent 1 takes the service call from Service A
  2. AA shows the extended toast with info (see UI elements above)
  3. Agent 1 starts a consultation call via SfB-Client to an Expert 
  4. Agent 1 merges the consultation call and the original service call
    → Customer and Expert remain in the service call
    → the Expert should now see the extended toast window

KNOWN LIMITATION If the Agent is a SfB user and consultatively transfers to a MS Teams Agent, this functionality doesn't work. (S4B/Teams interoperability issues)

API Updates

FEATURE CHANGE

Various changes to the API Documentation and Swagger file.


V1.0 API V2.0 API
NewNo changesGET/v2.0/services/{serviceIdentifier}/distributionPolicy Get service distribution policy information
DeprecatedNo changesNo changes
Changed
  • POST/v1.0/callbacks - Creates a new callback request 
    • Parameter: callback.SecondsBetweenRetries
  • GET/v1.0/services - Get all the existing Services/ContactObjects in the system.
    • Return Type: DistributionPolicy
  • GET/v1.0/services/{serviceIdentifier} - Get particular service by its identifier or SIP URI
    • Return Type: DistributionPolicy
  • GET/v1.0/organizationunits/{ouIdentifier}/services - Search services in a specific OrganizationUnit. Search from the Top Unit, defined by ouIdentifier and down through its tree (in all child units).
    • Return Type: DistributionPolicy
  • GET/v1.0/users/{userIdentifier}/services/conversationas - Get per user the available conversation as services.
    • Return Type: DistributionPolicy
  • POST/v1.0/tasks - Create new task in the system. ReservedUserObject in response is always null.
    • Parameter: Change parameters.MaxLifetimeWithoutStatusPolling
  • POST/v1.0/users - Create new User in the system.
    • Parameter: createDto.MobilePhoneNumber - Email
  • POST/v1.0/users/{userIdentifier}/copy - Create new user based on existing one.
    • Parameter: userOverrides.MobilePhoneNumber - Self-described
  • POST/v2.0/callbacks Creates a new callback request
    • Parameter
      • callback.MaxDialoutRetries - Defines how many times an unsuccessful dial-out is retried.
      • callback.DialoutRescheduleTime - Defines the time which will elapse before another attempt will be made to find an agent for this callback and dialing to the target in case the previous attempt failed (Target busy, Target not picking up, Target not answering, ....). During that time, the Callback is not in the queue and will not block an agent. A new attempt is being made until MaxDialoutRetries count is reached. Default value is 1 hour. Available - from 1 minute to 96 hours.
    • Removed
      • callback.MaxRetries - Defines how many times an unsuccessful dial-out is retried.
      • Deletecallback.SecondsBetweenRetries - Defines the minimum time in seconds between retries of unsuccessful dial-outs.
  • GET/v2.0/services/{serviceIdentifier} - Get particular service by its identifier or SIP URI
    • Return Type: DistributionPolicy
  • POST/v2.0/tasks - Create new task in the system. ReservedUserObject in response is always null.
    • Parameter: parameters.MaxLifetimeWithoutStatusPolling
  • POST/v2.0/users - Create new User in the system.
    • Parameter: createDto.MobilePhoneNumber
  • POST/v2.0/users/{userIdentifier}/copy - Create new user based on existing one.
    • Parameter: userOverrides.MobilePhoneNumber - Self-described
  • GET/v2.0/usersStates - Get states of all users in the system. Returns data by pages.
    • Parameter: fieldsToReturn description change into "Comma-separated list of UserStateDto object fields (first level)."
  • GET/v2.0/usersStates/{userIdentifier} - Get a particular user state via identifier (case insensitive).
    • Parameter:
      • fieldsToReturn description change into "Comma-separated List of UserStateDto object fields (first level)."
      • fieldsToReturn → New return Type: DistributionProfile
  • GET/v2.0/organizationunits/{ouIdentifier}/usersStates - Get states of users from the particular Organization Unit. Returns data by pages.
    • Parameter: fieldsToReturn description change into "Comma-separated List of UserStateDto object fields (first level)."
  • GET/v2.0/services/{serviceIdentifier}/usersStates - Get states of users for the specified service. Returns data by pages.
    • Parameter:
      • distributionProfiles - Comma-separated List of Distribution Profiles (Level or Name) from which to return users. (Empty list means first distribution profile)
      • fieldsToReturn notes change into "Comma-separated List of UserStateDto object fields (first level)."

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 latest version. Refer to the LUCS API for a side-by-side comparison of both API versions.

Added Callhandling options for Outbound / Conversation-As / Callback sessions

FEATURE CHANGE

  • Added support for the following transfer scenarios for outbound/conversation-as/callback sessions:
    • BlindTransfer over API
    • AttendantTransfer over Client or API
    • ConsultativeTransfer over Client or API
  • Added support to set an outbound related conversation to "Hold" and take it "off Hold".
  • External Web Request Trigger Sets also allow External Web Requests updates on these scenarios (Outbound, Conversation-As, Callback):
    • Agent - On Transfer
    • External Transfer Target - On Ringing, On Accept, On Terminate.

Screen sharing for outbound calls and during consultation call (via API)

FEATURE 

(lightbulb) This feature is for Consultative Calls created via the LUCS API. The behavior of consultative calls made directly via S4B client is unchanged.

  • Screen sharing for outbound (conversation as/callback) sessions is now supported, when both Customer and Agent are using S4B. Supports the following cases:
    • "Conversation as" over SMD.
    • "Conversation as" and "Callbacks" initiated by ICH.
  • During a consultative call, only the Agent and Expert are seeing the screen share, while the Customer does not.

PATCH and DELETE methods for External Web Requests

FEATURE 

Other Improvements

BUGFIX CHANGE

  • Power BI Report (LUCS_Agent.pbix): Fixed "No Sample Data" being shown on Agent State tab. Turned off "Keep all filters" for the "Data period" slicer.
  • Fixed a rare case where a task wasn't solved after "Hangup" event.
  • Various improvements to reporting frequency to be less taxing on the system.

Smarter License Expiry / License change "on-the-fly" application 

FEATURE CHANGE

  • New: When you now apply a valid new License file while the license warning is still in "Yellow" soon-to-expire state, the new license will automatically apply without having to restart your services.
  • Unchanged: When your license has already expired "red" state, AM and ICH components have stopped and need to be manually restarted once the new license has been assigned.

Standardized properties validation between Webconfigurator and LUCS Configurator

BUGFIX CHANGE

Various consistency checks and Bugfixes to the properties validation of activities:

    1. Create Callback Request - Max callback Retries: after adding and saving the value is set to 0  in LC
    2. Check Parameter - Regex: after adding and saving the value is empty  in LC
    3. Probability Routing - Percentage taking Exit1: after adding and saving the value is set to 0  in LC
    4. Compare Parameter - Regex for 1st parameter\2nd Parameter:  shouldn't be required in LC
    5. Connect - RONA limit: after adding and saving the value is set to  3 in LC
    6. Set Preferred Agent - Order Number:  after adding and saving the value is set to 0 in LC
    7. Stand By Duty - Confirmation DTMF input, Retry Limit: after adding and saving the Confirmation DTMF input value is set to and Retry Limit to 5 in LC
    8. Check Agent Request Status - RONA Limit: after adding and saving the value is set to  3 in LC
  • Fixed properties required in LC  but not WebConfigurator while adding activities:
    1. External Web Request - after adding and saving the value is empty in WebConfigurator
    2. Input Customer - All time controls: after adding and saving the value is set to 00:00:00 in WebConfigurator


Make properties required in both of applications.

Improved active endpoint detection component connections

IMPROVEMENT CHANGE

  • Minimized time to find and connect to active components. This should reduce delays when searching for components during startup as well as immediately switch in components during a failover scenario.
  • Support for "Priority" in SRV records added.
    • The priority information is used to to sort the list of SRV records to connect to. 
    • Connections to endpoints are done in of the SRV records list.

(info) This is a situational parameter for high-availability scenarios. No changes are needed on your existing configuration. If you're experiencing component availability problems, don't hesitate to get in contact with our support.

SMD - Option to disable Direct Chat Tracking (exclude from UI and Reporting)

FEATURE 

Added an option in the SMD - SIP Message Dispatcher > Topology > Components > SMD to disable chat-tracking.

  • (lightbulb) By default "TrackDirectImConversations" is set to trueDuring an IM chat the agent is shown as "connected" in an inbound session task, both reflected in UI and Reporting
  • If this setting is set to false, IM conversations for Agents are ignored, not tracked and not considered for reporting.

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

Opening Hours Configuration

(info) The following issues affect the Opening Hours behavior.

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.

Events ending during DST-Shift


Shifted Meeting Duration in UI during Daylight Saving time change (Wontfix)

There is a known bug in the Scheduling UI affects timezones that use DST (Daylight Savings Time). Calendar entries that end within 2-3 AM on a Daylight Saving Time shift will be automatically changed upon saving, moving the event according to offset of DST (-1h or +1h). This happens without the user actively being informed upon confirming the date.

→ We recommend not to let meetings end in a DST timeshift. This issue will most-likely not be fixed as the scenario is rather uncommon.

Exchange Calendar on DST


Known Limitation (wontfix)

When using Exchange as your opening hours calendar: when the timezone on your calendar account changes, existing all-day events will not be updated to this new timezone.


We recommend not change time-zones if you use "all-day" events.

O365 Calendars All-Day Events time shift


Known Issue

When using O365 Calendars for opening hours: currently in LUCS 3.3 "all-day" events appear time-shifted via the UTC offset. 

BUGFIX

Fixed in LUCS-CI component

Fix Version:

3.3.20156.9
3.3.20160.1  (for net4.7)

LUCS-CI

For versions <3.3: We do not recommend to use "all-day" events for O365 calendars until you're ready to perform an Upgrade.

The following features have known issues: 

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