– TM 3.3.2 Bugfix Release

Type

OTRS Ticket Ids

Description

Fix Description / Impact

DB Version / Setup Version

Components to Exchange

BUGFIX2414860

81675 B: [AC] Two out of two AC's passive for extended time period. 

(info) Note: Very rare occurrence, non-critical severity. However, this issue affected all components that can run active/passive. We recommend updating all affected components with your next scheduled maintenance.

Fixed an issue due to which the second AC could not activate, also affected AM or any other active / passive component.


3.3.21082.4
3.3.21083.1 (net4.7) 
TM-AC
TM.AM
TM.CIC
TM.PS 

BUGFIX

241249678431 B: Validation for deletion prevention of WF Resources seems to be broken.WF Resource Audio file is now playing correctly in workflow instance after adding or replacing a (new) file in resources

3.3.21070.3
3.3.21070.1 (net4.7)

TM-ICH

BUGFIX

241378580942 B: [TM-FE] Search for adding new user to team behaves oddly, sometimes not listing users in the results.User search should now behave correctly.3.3.21054.2TM-FE

– TM 3.2.2 Bugfix Release


Type

OTRS ID 

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

241378580942 B: Frontend: Search for adding new user to team behaves inconsistent, doesn't find defined users.Search when adding a user to a team now works correctly.3.3.21054.2TM-FE

  - TM - 3.3.2 Bugfix Release

Type


External Ticket ID (OTRSDescriptionFix Description / ImpactsDB Version / Setup VersionComponents to Exchange

BUGFIX

241317077202 B: [FE][CI] Issue with recurring event scheduled to recur on a different day than it is created"Yearly", "Monthly" events are created in correct dates3.3.20307.7
3.3.20310.1 (4.7)*
TM-CI

BUGFIX

-76879 B: [AC] Passive AC again sends presence updates since Release 3.3 AC doesn't handle/send presence updates for agents if set passive3.3.20282.4
3.3.20282.1 (4.7)*
TM-AC

BUGFIX

241186375031 B: [ICH][3.2] Analyse MCU dialout behaviourImprovements of a previous bugfix3.3.20279.2
3.3.20280.1 (4.7)*
TM-ICH

BUGFIX

241257575846 B: [ICH] Unlimited technical "RONA" when no more connectors are available to make dialoutConnector is released after the RONA and the call is ringing at the Agent even if
RONA attempts > Amount of configured connectors.
3.3.20272.1TM-ICH

(info) Note: "(4.7)" refers to the separate Setup available for .NET4.7

 - TM 3.3.2 Bugfix and Feature Release

TypeExternal Ticket ID (OTRS)

Description

Fix Description / Impacts

DB Version / Setup Version

Components to Exchange

BUGFIX

241201375772 B: [ICH] PlayMusic executed while agent was already connectedPlayMusic activity stops playing before connected3.3.20259.3

TM-ICH

FEATURE

-49013 U: [LC] "SecondaryUPN" field on UserNew field is added еще he system. It allows to log into PowerBI Server/PowerBI.com.

3.3.20259.3

3.3.20255.1 (WebConfigurator)

TM-PS
TM-FE

BUGFIX

241272875585 B: [CIC] All the voice policies were deletedSystem gets the information about voice policies. Synchronization works correct, voice policies are kept in proper way.3.3.20259.3

TM-CIC

BUGFIX

241256875456 B: Communication between one ICH and AM broken, no appropriate error handlingFix was made in base class that is contained by all services.3.3.20259.3

Primary affected services are:

  • TM-ICH
  • TM-AM

(warning) Recommended to exchange all components

BUGFIX

241109548766 B: [CR], clean temp files if voicemail will not be sent because the session was too shortTemp file is deleted if the voicemail session was too short and file is 0 KB.

3.3.20254.5 (4.5.2)

3.3.20254.3 (4.7)

TM-CR

BUGFIX

-74189 B: [AM] AM reserves the same Agent twice within the same MS since 3.3The call goes to the Agent once. 3.3.20238.1TM-AM

BUGFIX

2412338

73776 B: [VT] Virtual Transfer doesn't work when directly before a "Cancel Agent Request" activity with HardCancel=true is usedThe call is processed in a proper way without hanging and long connection if Hard Cancel option is enabled.3.3.20218.1TM-ICH

 - TM 3.3.2 Bugfix Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version
Affected Component Setups

BUGFIX

-74467 B: All day event's start and end time are not correct when created by click on all-day-areaAll Day event time is sent to PS in a correct way when event was created by click on 'All Day'  area.3.3.20211.1

TM-FE

BUGFIX

2412185

73980 B: [CR] Deal with expired O365 Tokens like in CIImproved expiration time condition to avoid "Access token has expired" error.
This error is handled: the logic was changed to allow retry send voice mail.
3.3.20197.3

TM-CR

 - TM 3.3.2 Bugfix and Feature Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version
Affected Component Setups

BUGFIX

241179458251 B: Placeholder values were no longer displayed in TM in [TM-FE] after 3.3 update.Teams are synchronized correctly and can be added in TM Frontend if "AD" synchronization and "AD Activated Teams only" synchronization flags are enabled.3.3.20170.3TM-FE

FEATURE

-50143 U: Remove limitation to "non-system" parameters PreferredAgentActivityUser is now able to configure system parameters (for example: "RetargetInitiatorSipUri") to 'Set Preferred Agent' activity.3.3.20161.1TM-Configurator 

BUGFIX

-50891 B: [TM-FE] errorHint "Changes cannot be saved. Please check your input" above Save button in Edit Mailbox in any caseErrorHint is now shown only if required fields in Mailbox are not filled correctly.

3.3.20154.2

TM-FE

BUGFIX

241166550902 B: [TM-FE] Tenant Admin of single tenant is not able to add user in the systemTenant Admin is able to add users to his own Tenant.

3.3.20150.2

3.3.20150.1 (for .NET4.7)

TM-FE

FEATURE

-

50689 I: [TM-FE] Changes to "Call-As" dropdownExtended width of "Call-As" dropdown to show long Team's Names 3.3.20148.3TM-FE

 - TeamManager 3.3.2 Bugfix and Feature Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in 
DB / Setup Version
Affected Component Setups

BUGFIX

241166550902 B: [TM-FE] Tenant Admin of single tenant is not able to add user in the systemTenant Admin is able to add users to his own Tenant.

3.3.20150.2
3.3.20150.1 (for .NET4.7)

TM-FE

FEATURE

-50689 I: [TM-FE] Changes to "Call-As" dropdownExtended width of "Call-As" dropdown to show long Team's Names 

3.3.20148.3

TM-FE

BUGFIX

-49030 B: Workflow with a Callback that were Scheduled Successfully writes incorrect TaskResultCallbackRequested.Created event is created before Session.Created event in DB3.3.20146.3TM-ICH

BUGFIX

241155550385 B:[ICH] CheckPresenceState CheckServiceState activties returns wrong service presence and state after Virtual TransferCheck Presence\Service State activities: Service is DirectSelectable if no Agent is available.  System takes an exit for unavailable state which by default is mapped to DirectSelectable/Available.

3.3.20133.5
3.3.20133.1 (for .NET4.7)

TM-ICH

 - TeamManager 3.3.2 Bugfix Release

TypeExternal Ticket ID (OTRS)Internal ID / Issue DescriptionFix Description / ImpactsFixed in Setup / DB VersionAffected Component Setups

BUGFIX

241140749855 B: [Callback] Callback Scheduling just stopped at some moment, restart of AM helpedCallbacks that were created a month ago are not stopped anymore.3.3.20123.1

TM-AM

 - TeamManager 3.3 Release


We are proud to announce our newest V3.3 TM release, packed with a lot of new features as well as a huge variety of quality of life improvements. 

New Tenant Layer support

A new "Tenant" layer has been added has been added to the Organization Unit structure and Role Based Access system of TM,  corresponding with a new "Tenant Administrator" role.  Users may now be part of multiple tenants and / or their respective teams if assigned to the corresponding Organization Unit.

Tenant Layer in RBAC Panel


Limitation- Tenant layer only available with manual user provisioning

In order to use the Tenancy feature you need to deactivate AD synchronization.

To disable AD sync: 

  1. Head to the CIC component in your Topology settings.
  2. Disable the AD Sync by setting value for "EnabledAdTeamSync" to "false

(lightbulb) Any existing tenant definitions will remain unaffected by this change.

x

Changing AD Team Sync in CIC Component
(info) Also see CIC - Customer Infrastructure Connector component for further details.

Frontend Multi-Tenancy selection

To prevent multi-tenant users from making mistakes in the Frontend UI, they now have to select a tenant  first before committing further entries to the system. This logic was changed on the following frontend pages:

Tenant selection in the Frontend

Good to know

On pages where a new item can be created, the new tenant must be selected first to enable the controls, The new tenant will then be automatically filled into corresponding property fields.

Standalone Opening Hours Configuration

  • A sysadmin or tenant admin (introduced with new multi tenancy functions in v3.2 ) you can configure the opening hours in TM itself. This acts as an alternative to use dedicated exchange mailboxes for opening hours handling.
  • Standalone opening hours are managed in a new page in TM Frontend and provide same functionality as exchange mailboxes. Every team manager can assign own calendars if needed.

    Manage team calendars directly within the TM Frontend

    (info)  Where to find it? → Look for the new " Opening Hours " entry in the TM Frontend sidebar.

Limitation

The "Standby Duty" function  still requires a dedicated Exchange mailbox. When using a standalone calendar instead of Exchange you will be missing the following features: 

  • Agents to be reached via their mobile- or PSTN phone in their absence and ...
  • ... notified by e-mail or SMS when certain events occur, is not yet implemented and

API Improvements

With 3.3 we updated the API to handle calls (tasks) directly. 

  • Read more about the API set-up procedure in our TeamManager API section.
  • Refer to our API  Swagger File  documentation for a full set of endpoints and technical descriptions.
  • Our new Stratus Cloud Products are designed to make direct use of the API, all packed into a slim web interface.

The following new endpoints and methods are available with this update:

Request TargetRequest(s)Description
Teams under a tenant (OU)
  • GET ​/v1.0​/teams
  • GET ​/v1.0​/teams​/{teamIdentifier}
  • GET ​/v1.0​/teams​/bymember​/{userIdentifier}
  • GET ​/v1.0​/organizationunits​/{ouIdentifier}​/teams

Retrieve all teams under the respective Organization Unit.

(lightbulb) Will return (a list of) Teams with TeamID or UserIDs within a team

User (Agent) specific items
  • GET /v1.0​/teams​/{teamIdentifier}​/users
  • POST ​/v1.0​/teams​/{teamIdentifier}​/users​/{userIdentifier}​/active
  • GET ​/v1.0​/users​/{userIdentifier}
  • GET ​/v1.0​/users

Check users within a team.

(lightbulb) Will return (a list of) UserIDs under a particular team or specific user details.

Task provisioning and management
  • GET /v1.0​/teams​/{teamIdentifier}​/tasks
  • GET /v1.0​/teams​/{teamIdentifier}​/longestwaitingtask
  • GET /v1.0​/tasks​/byteamsmember​/{userIdentifier}
  • POST ​/v1.0​/tasks​/outboundCall​/start
  • GET /v1.0​/users​/{userIdentifier}​/tasks
  • POST /v1.0​/tasks​/{taskIdentifier}​/transfer
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/hold
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/resume
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/terminate
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/consultationCall
  • GET /v1.0​/tasks​/{taskIdentifier}​/consultationCall
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/consultationCall​/merge
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/consultationCall​/transfer
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/consultationCall​/terminate
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/consultationCall​/leave
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/consultationCall​/audioRoutes
  • POST​ /v1.0​/tasks​/{taskIdentifier}​/consultationCall​/terminateCustomerCall
  • GET /v1.0​/users​/{userIdentifier}​/consultativeCalls

Manage tasks (calls) directly: 

  • ... create a consultative call to another Agent (Consultant)
  • ... transfer service calls or merge calls with a Consultant
  • ... switch audio routes in a merged call
  • ...  leave or terminate calls.
  • ... put tasks on hold and resume them.


API Keys now with RBAC Support

With V3.3 we improved the API keys management to support a much more granular permission set per issued API key: 

  • New User Roles can be assigned to API Keys
  • Permissions are set for the roles assigned to the API Keys for specific Organization Units.

Good to know

  • To administrate the roles of an API key you need to have the System  Administrator Role 
  • During an upgrade from older versions of the API (e.g. TM 3.3), your keys will get all available roles to avoid communication issues. All existing API keys will be assigned to top ("TeamManager") system level

(info) Where to find it? Assign the new roles via the new tab located in the TM Configurator > Topology > API Role Based Access. 

(info)More infos in our  TeamManager API section.

Call As (Impersonation)

Using the Luware API it is now possible make calls with the new "Call As" (Team Impersonation) feature directly from the TM Frontend. Once enabled, TM users will find a new "Call as <Team / Service Name> " Pulldown directly on the header bar.

"Call as" Team impersonation feature for outgoing calls

The selection stays active until the user:

  • ... is removed from the team where CallAs was active
  • ... manually changes CallAs selection in FE
  • ... presses the "reset" button in header bar

(info)  Learn more about the Call-As Feature and it"s configuration via the Team Choice page.

Workflow Changes

Switch between placeholder audio and TTS in Frontend

In a recent update we enabled our system administrator to configure audio and TTS in workflows separately. For this reason the "SpeechStatement" property was split into two individual properties for Audio and TTS. This affects all Workflow activities with an audio announcement selection, which were updated with new properties:

  • AV Audio File(s) Enabled
  • AV TTS(s) Enabled

New: Separate Audio file and TTS options for more Workflow Instance flexibility

The following workflow  activities were updated:

WF ActivityType of Update
Announcementexisting property is split
InputCustomerexisting property is split
EmergencyActivityexisting property is split
Connectnew properties added, default "true"
Collect Customer Informationnew properties added, default "true"
Standby Dutynew properties added, default "true"

When migrating / updating your installation

For existing activites in workflows the following rules are applied during migration: 

  • If the previous SpeechStatement:Enabled = "true" → set both new properties to true
  • If the previous SpeechStatement:Enabled = "false" → set both new properties to false
  • If the previous has a boolean placeholder assigned → the same placeholder is assigned for both new properties during upgrade
  • If services have configured values for placeholders → these values are migrated as well and reassigned to placeholders for the two new properties

(info) Learn how to use this feature in our new use case: Switch between AudioFile and TTS via placeholder 

New Reporting Features

Download Team Data Option - In addition to the 4-month CSV report download per team you can now download a comprehensive 4-month report for all teams. The CSV can be used with Power BI.

Download quarterly reports directly via the Frontend (last 3 months + current)

(info)  Where to find it? → Look for the new "CSV EXPORT - 4 Month" button on the "Reporting" page in TM Frontend

Reporting Data Changes

  • Added the the Target SipValue in TeamManager-Reporting, as TransferTargetSip, so targets of a transferred call can be identified
  • Added CallAs Reporting possibility in TeamManager
  • Adjusted/simplified the database roles for LUCS and TM

Other Improvements


  • Various Scalability / Performance improvements

  • Possibility to Get Presence over MS Teams directly in AC

Known Issues / Limitations


V3.3 when creating New Database


Known Issue

When creating a new clean-base V3.3 Database there is a confirmed issue that a KPI Index (IX_View_FactSession_Indexed_CL and IDX_KPI) files are not created in the Database. In TeamManager Frontend the following error appears: 

'IDX_KPI' on table 'Reporting.View_FactSession_indexed (specified in the FROM clause) does not exist.

To circumvent the problem:

  1. Using DB Updater, create the Database in the latest 3.2 Version first
  2. The execute "Reporting.usp_Dataloader" → This creates the necessary Index files
  3. Then update the database from 3.2.08.xxxx to 3.3.12.xxxx or newest DB equivalent

(info) Existing 3.2.x installations seem to be unaffected (upgrade). This note remains until the issue is fixed. 

Opening Hours Configuration

(info) The following issues affect Opening Hours.

The "Standby Duty" function,  which allows agents to be reached on their mobile- or PSTN phone and be notified by e-mail or SMS when certain events occur, is not yet implemented and can only be used with a dedicated Exchange mailbox.

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 TeamManager 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.

Extend TM to support multi tenancy

  • Tenant Management by adding a three level OU Structure is currently only available if manual provisioning is active (Active Directory synchronization is disabled). Please read more on this in the CIC - Customer Infrastructure Connector page.
    (warning) There is currently no visible UI warning about this limitation. With AD sync enabled, new Tenant layers added to the Organization Unit with not be reflected. We recommend completely opting for one variant (with AD sync or Tenant Layer support).