– TM 3.6.02 Bugfix Release

Type

OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

-

92164: B: NullReferenceException after switching from Chat to Audio

Switching from Chat to Audio now occurs without exception thrown.

3.6.0222.11203

TM-ICH

BUGFIX

-

91799 B: Workflow Instances (WFI) are not loading/loading with severe delay

Changes on backend result now in WFI being displayed correctly in all configurators (Web and Client).

3.6.0222.10502

TM-Configurator

BUGFIX

-

91801 B: [TM] JS Error appears on Opening Hours when trying to change the Tenant

If the user changes the OU for User or Service or Opening Hours Calendar and then changes without saving changes the filter OU in the list of items, then there are no any JS errors and all actions are saved or discard depending what the user clicks on confirmation pop-up. 

3.6.0222.09603

TM-FE

– TM 3.6.02 Bugfix and Feature Release

Type

OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

-

91586: B: [ICH] Unhandled exception on processing received DTMF tone

Fix unhandled exception for DTMF tones

3.6.0222.08803

TM-ICH

BUGFIX

-

91549 B: Agent of the Service after transfer doesn't get the call

The call is distributed to the Agent in proper way after Virtual transfer to another service during Broadcast session when the Agent of original Service declines the call.

3.6.0222.08303

TM-ICH

BUGFIX

-

91291 U: [SMD] Check and potentially fix pool awareness and pool failover settings in SMD

Fix of pool awareness setting in SMD.

3.6.0222.07605

TM-SMD

FEATURE

-

91202 U: [TM-FE] KBC, allow to login O365 users only

New 'Disabled Windows Authentication' setting is added to TM-FE setup and AppSettings config file.

  • If it is set to 'true' then only O365 users is able to login to TM-FE.
  • If it is set to 'false' then AD and O365 users are able to login to TM-FE.
3.6.0222.07403

TM-FE

BUGFIX

-

91254 B: [TM] Agent is not reached after Virtual transfer during Broadcast call

The call is distributed to the Agent in proper way after Virtual transfer to another service during Broadcast session.

3.6.0222.07304

TM-ICH

– TM 3.6.02 Bugfix and Feature Release

Type

OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

-

90905: B: [AC] Cleanup app.config

Empty value for "ListOfSpecialUsers" to set the permanent "online" status for special users has been added to app.config

3.6.0222.05503

TM-AC 

CHANGE

-

90830: U: [LUCS][TM][3.6] Replace log4net v2.0.8.0 with v2.0.14.0 (latest)

Log4net version was changed to the latest v2.0.14.0 to fix The CVE-2018-1285 vulnerability of log4net

Analysis

After our internal assessment we conclude that - in order to exploit the Log4net vulnerability - an intruder needs to change the configuration of each component, which requires access and admin privileges on LUCS/TM servers in the first place.

This assessment also includes Agent/Client machines, since Agent Assistant (AA) is using the same concepts, requiring admin privileges to make changes.

Our log4net files are not directly accessible from outside via our components. However we still updated all components containing Log4net code as a safety precaution and recommend to update your servers at your earliest convenience.

3.6.0222.05305
3.6.0022.05409 (WebConfigurator, EventViewer)

TM-AC
TM-AM
TM-API
TM-CI
TM-CIC
TM-CR
TM-CWS
TM-Frontend
TM-ICH
TM-LC
TM-PS
TM-SMD

BUGFIX

-

89775: B: [ICH][Reporting] SessionLostType=null reported when there is no succesful attempt to reach agent and customer hangs up

SessionLostType is set to LostInQueue when at least one attempt has been made to connect to an agent3.6.0222.03202

TM-ICH

– TM 3.6.02 Bugfix and Feature Release

Type

OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

-

90166: B: [ICH] Ms-Sensitivity Header "breaks" transfer in certain cases

Ms-Sensitivity Header was removed

3.6.0222.02705

TM-ICH

BUGFIX

-

90280 B: [ICH][Outbound] If Agent removes Audio modality during "ringing" at customer, it doesn't shutdown the session

If the Agent terminates the callback on his side during "ringing" at customer, then the call is shut down the current session on both side.  Customer receives the call again only after the Agent accepts it on his side.

3.6.0222.02603

TM-ICH

BUGFIX

-

90130 B: [DbUpdater] Migration fails with NullReferenceException

There are no exceptions and errors while updating TM database from 3.3 to 3.6 version

3.6.0222.02104

Luware-DatabaseUpdater.Setup

BUGFIX

-

90068: B: Persistent storage issue

PS resets failover data about terminated calls 

3.6.0222.01903

TM-PS

BUGFIX

-

89714: B: [ICH][Setup] Quiet installation with LYNC_SERVER_VERSION=2015 doesn't set assembly versions right

89474 B: [SMD] Callas is skipped - user not found 

Quiet installation works correct with LYNC_SERVER_VERSION=2015

User is recognized correct for Call As call in connection with Verba work.

3.6.0222.01304

TM-ICH

TM-SMD

BUGFIX

-

89247 B: [Configurator] Default value of Placeholder is duplicated to "Value" field while reset to default value

89055 B: [Configurator] Unhandled Exception in Configurator when reset to default is used on placeholder

'Default Value' is displayed in 'Value' field.

'Value' field is mandatory in Configurator.

There is no any errors and exceptions while user resets placeholder value to the default one on Service details.

3.6.0222.01003

TM-Configurator


BUGFIX

-

Bug 89711: B: [ICH] NullReference in OutboundServiceSession and DTMF tone listener
Product Backlog Item 89532: U: [LUCS][TM] Add FrontcallId header for callas over smd\ich

  • Issue with NullReference/UnhandledException is fixed 
  • x-lucsm-frontcallId  header was added for callas over smd\ich
3.6.0222.00504

TM-ICH

BUGFIX

-

Bug 89298: B: TaskResult = 0 for set of service sessions

TaskResult = 0 when AgentTaskResultId is Technical Error (Skype for Business) or System Error

Proper task result is assigned: Technical Error (Skype for Business) or System Error3.6.13.0008

Luware.DatabaseUpdater

BUGFIX

-89472 B: Support for AM / CIC desync causing unresolved tasksTask is resolved correctly after network issue.3.6.0221.35804

TM-AM

TM-ICH

BUGFIX

-Bug 89472: B: Support for AM / CIC desync causing unresolved tasks

Error handling of delays on receiving photos was improved

3.6.0221.35703

TM-CIC

BUGFIX

-Bug 89472: B: Support: Newly added agents not working as intended

Fixed issue with new added agents when sometimes new agent couldn't get calls and AA's windows

3.6.0221.35602

TM-AM


BUGFIX

-

Bug 89472: B: Support  (T: [AM] Fix task solving)

Task solving after disconnect AM/ICH was improved

3.6.0222.01202

TM-AM

BUGFIX

-89255: B: [TM] Investigate delay/not working adding of a team member to a team (AdSync=false)

Error handling of delays on receiving photos was improved 

3.6.0221.34803

TM-CIC

BUGFIX

-89293: B: [TM][ICH] The DTMF Listener not works properly on broadcast agent selection

DTMF Listener works correct on broadcast agent selection

3.6.0221.34805

TM-ICH

BUGFIX

241681688200: B: [CR] Delay of the delivery with Error SendVoiceMailVoice messages aren't blocked by CR3.6.0221.34302

TM-CR

BUGFIX

-89176 B: [AM] NullReference on Startup (TaskHandling)AM works in a proper way without exceptions if the Agent adds any session (Inbound, Call As etc.) when he is on a direct call.3.6.0221.34703

TM-AM

FEATURE

-

89756: U: [TM-FE] Add Flag "Show Away as Offline" to the users page (AdSync=False)

New Flag "Show Away as Offline" on the users page 

3.6.0222.01804

TM-FE 

FEATURE

-88431: I: [TM-ICH] Improve CANCEL for Broadcast with ms-acceptedby headerNew header who picked the call up for all CANCELS
ms-acceptedby=<sip:teammember who picked up>
3.6.0221.33402TM-ICH 

– TM 3.6.02 Bugfix and Feature Release

Type

OTRS ID

Issue Description

Fix Description / Impact

Fixed in DB / Setup Version

Affected Components

BUGFIX

-88638: B: [TM] UserRoles.Updated doesn't consider TenantAdminExtended roleUsers with TenantAdminExtended are considered in ReportingEvent.
Migration fix user's roles added before.
3.6.0221.32803Luware-DatabaseUpdater
TM-PS

BUGFIX

-88484 B: [API] /v1.0/users/{{userId}}/tasks returns no task for expert (initial consult transfer finished) as soon as consult call (2nd) is started
  • API returns the correct tasks for the expert (initial consultative transfer is finished) as soon as the second consultative call is started.
  • Stratus.AA Toast stays being visible on Agent 2 side as soon as he started consultation call to agent 3 (which is incorrect) until the task is being transferred (as long as he's involved with the customer).
3.6.0221.32208TM-ICH

FEATURE

-87927 U: [ICH] Enable DTMF Listener for Calls, when Consult Call over API is performedAgent is able to use DTMF tones (e.g. for an IVR) when he is performing a consultation call to an another service over the API. 3.6.0221.30104

TM-ICH

– TM 3.6 Release


Team Choice only for Team Admins 

FEATURE ALSO FOR V3.5 With this update we differentiate the team choice "Active" settings for admins and teammembers. By enabling a setting in FE - Frontend setup only team admins may determine the "Active" setting for their teams:

  • Added a config setting named: "SystemWideAllowTeamChoiceConfigurationForTeamAdmins" → Default: false
  • If this setting is set to true, allows only team admins to toggle the team choice on the "TeamMembers"-List of every team, if the user is teamadmin of (or sysadmin)
  • "Normal" (non-Admin) members of that team are not able able to use the Active Toggle unless "Team Choice Enabled" is checked for that team individually.

Tenant Admin Extended

FEATURE ALSO FOR V3.5 A new role "TenantAdminExtended" was added has all rights as sysadmin has for "Activated Teams" and "Add Teams".

  • Info added to the on the Role Based Access page. → Look for the "AdministratorTenantExtended" role.
  • If a user is "TentantAdminExtended" of multiple Tenants, a tenant selection is provided.

API - Callhandling options (Transfer, Hold, ...) for outbound/conversation-as/callback sessions

FEATURE We've updated the TeamManager API page with the newest Swagger definition and methods:

  • BlindTransfer
  • AttendantTransfer
  • ConsultativeTransfer
  • Support setting a Outbound related conversation to "Hold" and take it "off Hold"

API - Extend methods to support more identifiers (ID, UPN, SIP, etc..)

FEATURE Changed description and added support for more parameters on the following methods:

  • POST ​/v1.0​/tasks​/outboundCall​/start  - extended parameters
  • GET ​/v1.0​/organizationunits​/{ouIdentifier}​/teams  - description changed
  • GET ​/v1.0​/users​/{userIdentifier}​/teams​/conversationas - description changed

(lightbulb) Your existing TeamManager API implementation should be unaffected by this, as existing previous methods / parameters still work.

Avatar synchronization via MS Graph

FEATUREUser avatars from O365 users are being synced and displayed on the Frontend. 

  • (lightbulb) Note that this feature is mainly used for Stratus Team since on-prem installations sync avatars via Exchange in most scenarios.
  • Image refresh occurs once per day to keep load low.
    • Picture retrieval via separate URL (GET-Method) not via SignalR so it's being cached by browser.
    • Photos for local S4B users are retrieved from Exchange (unchanged).

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).