– TM 3.4.04 Bugfix and Feature Release


OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

2414860

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.


3.4.0421.08303TM-AC
TM.AM
TM.CIC
TM.PS 

BUGFIX

-81379 B: [ICH] Unhandled Exception in the Server Controller Base due to List modification during IterationNo more exceptions in the Server Controller Base while ending supervision session.3.4.0421.06902TM-ICH

BUGFIX

-80999 B: Service name isn't displayed in Stratus AA during blind transferName of original service is displayed in Stratus AA after the blind transfer when "Impersonate transferrer" is enabled.3.4.0421.06206

TM-ICH

FEATURE

-81013 U: [CR] Adjust retry times for mail sendingThe list of retry delays was changed.3.4.0421.06203TM-CR

– TM 3.4.04 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.3.4.0421.05403TM-FE

BUGFIX

241459480835 B: [TM-FE] Setting "Enable Reporting CSV For Team Admin" from Setup is not applied in app.configValue of "Reporting CSV for Team Admin" is now correctly applied.3.4.0421.04802TM-FE

BUGFIX

241398979290 B: Add Teams Page - Search function for "ADD TEAMS" dialogue doesn't work. Entering a team name doesn't engage a search for it.Search function for "ADD TEAMS" dialogue now works correctly.3.4.0421.01403TM-FE

– TM 3.4.04 Bugfix Release

Type

External Issue ID (OTRS)


Issue Description

Fix Description / Impact

(Free text or "impact" field in TFS. Which functionality / area of the software was affected)

Fixed in DB / Setup Version

Affected Components

BUGFIX

241398979290 B: [TM]Frontend - Search function for "ADD TEAMS" page doesn't workFixed search function for "ADD TEAMS" 3.4.0421.01403TM-FE

BUGFIX

241249678431 B: Configuration - Validation for deletion prevention of WF Resources seems to be broken
  • Resource Audio file is now saved with correct extension while using Configuration backend.
  • Resource Audio file can't be deleted anymore if it is configured in workflow instance.
3.4.0420.35206

Luware.DatabaseUpdater
TM-PS
TM-Configurator

– TM 3.4.04 Bugfix Release

TypeExternal Issue ID (OTRS)Issue DescriptionFix Description / ImpactFixed in DB / Setup VersionAffected Components

BUGFIX

241317077202 B: CI - Calendar Integrator - Issue with recurring event scheduled to recur on a different day than it is created "Yearly", "Monthly" events are created in correct dates now.3.4.0420.30711TM-CI

– TM 3.4.04 Bugfix and Feature Release

TypeExternal Issue ID (OTRS)Issue DescriptionFix Description / ImpactFixed in DB / Setup VersionAffected Components

BUGFIX

-77605 B: [ICH] Supervising functionality doesn't workAll participants of supervising session hear each other according to business requirements.3.4.0420.30711TM-ICH

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 dates3.4.0420.30711TM-CI

FEATURE

-76842 U: [TM-FE,] Adjust SameSite cookies implementation

System behavior and changes to cookies to support SameSite settings and flags introduced by google. 

(info) More info on this: 

(warning) Requires a HTTPS connection to work properly.

3.4.0420.30205

TM-FE


 – TM 3.4 Release

We are proud to announce our newest V3.4 TM release, featuring quality-of-life and reporting improvements.

Impersonate Incoming Service (Team) on Transfer

It is now possible to configure Incoming Service Impersonation for internal (virtual) transfers initiated by your agents. This allows to see the transfer target to which service the call initially (before the call was transferred in the Workflows) was made to. 

How to use

(tick) Precondition: Requires at least 2 internal services A and B. Afterwards, enable the checkbox in the "Service Details > Phone Settings" Tab of your Activated Teams.

When enabled on the source (service A), the following scenario applies: 

  • Service A takes the call and a blind / virtual transfer to Service B is performed.
  • Agent 1 from Service B will see Service B impersonated in both SfB / MS Teams and take the call, then transfers to Agent 2.
  • Agent 2 will see Service A impersonation and take the call.

Configure Transfer behavior per Service / Team 

Added a new radio button to steer per Service and Team:

  • Calls transferred by the agent to external targets will
    • Leave the system (Stop Tracking)
    • Stay in the system (Continue Tracking) (default)

(info) Where to find it? Look in the "Service Details > Phone Settings" Tab of your Activated Teams.

Default System Setting

  • A DB Updater system setting stores the default. The DB updater app.config will apply this value for all NEW created services and teams.  Name of the parameter: "Calls transferred by the agent to external targets defaults"
  • A new Setting called was added in DB updater to define the behavior for all existing services / teams during an upgrade.
    Default: "stay in the system"

Reporting Changes

Create Empty DB Script  

Our old baseline DB script was based on 2.9, requiring cumulative updates of all versions that followed. Starting for Versions  3.3 we've implemented a "Create empty DB" script which assists in a first-time installation of TM.

(info) Where to find it?  Look in the "05_EmptyDB" sub-folders of your source installation file directory. If not provided, ask your Luware Support representative for the latest BI reports for your version.

General Improvements

  • Improved Functionality - If a user becomes "Active" for a team, he/she will also be considered for distribution of already queued tasks. If AM get's notified about the the fact, that a team member is being set to active, the distribution recalculation is performed.

  • TM components now use .NET Framework 4.7.2 to access newest MS Graph API functionality. Please update your .NET Framework to 4.7.2 or newer prior to installation of the new components.
    (info) Head to https://dotnet.microsoft.com/download/dotnet-framework to retrieve the installers. 
    (info) General Prerequisites have been updated accordingly.

Known Issues / Limitations

  • 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 can only be used with a dedicated Exchange mailbox.

Opening Hours Configuration

(info) The following issues affect Opening Hours.

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).