Release Notes

25 May 2023 – LUCS 3.7.01 Bugfix Release

30 Mar 2023 – LUCS 3.7.01 Bugfix Release

02 Feb 2023 – LUCS 3.7.01 Bugfix and Feature Release

24 Nov 2022 – LUCS 3.7.01 Bugfix Release

05 Oct 2022 – LUCS 3.7.01 Bugfix and Feature Release

28 Jul 2022 – LUCS 3.7.01 Bugfix and Feature Release

LUCS 3.7 Major Version Release 21 Jul 2022 

New Management tools for continuous Service monitoring

FEATURE

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:
  • The "Create Callback Request" Call Activity.
  • The "Lost Tasks Widget" (in both Dashboard and Web FrontEnd)
  • The LUCS API via POST /callbacks function.

• 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.

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

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.  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.

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 

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 

• Added PATCH and DELETE method support to External Web Requests.

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:

• Fixed properties required in WebConfigurator but not LC while adding Workflow Activities: 

1. 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 0 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. 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.

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.

• By default "TrackDirectImConversations" is set to true → During 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

- 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

Opening Hours Configuration

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.

The following features have known issues: