Long-Term-Support (LTS) Version

This is the final version of TeamManager 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.

 – TM 3.7.01 Bugfix Release

Type


Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components


BUGFIX

96064 B: [ICH] Dialout delayed which leads to two parallel agent invites (after RONA)

Implementation has been improved to avoid having the race condition which lead to parallel Agent invites.

3.7.0122.29701

TM-ICH

 – TM 3.7.01 Bugfix and Feature Release

Type


Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components


BUGFIX

96126 B: [ICH] Session hangs when TransferorPreferredAgent activity is in use

96103 B: Terminated conference wasn't removed from available conferences and try used in next calls 

  • Call now reaches the target and session is established in proper way if workflow instance contains 'TransferorPreferredAgentRouting' activity
  • Terminated session is released from available conferences and ready being used in the next call.

3.7.0122.26904

TM-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. 

3.7.0122.26402

TM-ICH

FEATURE

95039 U: [CI] Get events from shared calendars on O365

Impersonation feature is implemented for O365 mailboxes.

(info) Updated Topology Tab (Mailboxes) descriptions and Azure and O365 Applications pages with new user permissions required for this scenario. Get in touch with support if you require assistance in configuration.

3.7.0122.23401

TM-CI

BUGFIX

94545 B: [ICH] Unobserved Exception in TaskScheduler leads to non responsive ICHFixed possible deadlocks in some scenarios. 

3.7.0122.21314

TM-AM

TM-ICH

– TM 3.7.01 Bugfix and Feature Release

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

TM-CI

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

TM-ICH

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

TM-ICH

FEATURE

92850 I: [TM][ICH] If simultaneous ring to pager is enabled and service impersonates caller, add "Referred By" header"Referred by" header is added if simultaneous ring to pager is enabled and service impersonates caller.

3.7.0122.16002

TM-ICH

TM 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.  

Standby Duty support for standalone Opening Hours

FEATURE

Team Members with a mobile number defined are now selectable for when creating Opening Hours > "Standby Duty" events.

How to Configure / Notes

"Standby Duty" Calendar

Users with ´"Mobile Phone" number

  • Standby duty needs to be configured as workflow activity  (→ TM Configurator >  Workflow Tab
  • The calendar must be assigned to the team (→  Activated Teams Page )
  • Only  Users  with defined "Mobile Number" will appear in this list (→  Also see TM Configurator >  Users  > Mobile Phone Number).
  • Users will be called in the order specified. You can change the order on existing entries via drag an drop.
  • Users that had their number removed will appear in red and will not be considered valid standby duty targets.
  • Organization Unit  restrictions apply. When a User gets moved to another OU, a warning  (warning)  will appear. The User is still considered for Standby until the entry is removed. It can then not be selected again, in accordance to OU rules (Non-Path-Dependency).

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

FEATURE

  • Within the Workflow Import and Export 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

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".

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.

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.

PrivateLine URI configurable for Team Members

FEATURE 

Within Team Management > Enabled Teams > Team Members 

Private Line URI

(tick) Only editable if users is an O365 user and if AD sync is set to "false" → Also See CIC - Customer Infrastructure Connector and Add new user (Provisioning)

(info) Also configurable in User Management 

(warning) Used to oversteer a synchronized Line-URI for O365 users during PSTN dialout. Consult with Luware Support before you use this setting.

Frontend - Added Flag "Show Away as Offline" to the Users page 

FEATURE 

Show Away as Offline

Status Flag to set the user as unavailable for calls (Offline) while away.

(info) Only available if AD sync is set to "false" → Also See CIC - Customer Infrastructure Connector and Add (Edit) user.

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 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).