Contact Expert v6.1 Release Notes

Release news, recommendations and up-to-date information about this version of Contact Expert

Contact Expert v6.1 for Skype for Business Server

Version Information

Contact Expert v6.1

This version was released on** 18th of February ** 2019.

Notes and Recommendations

This document describes all enhancements applied and all bugs fixed in the above product version. In addition, all major known issues are also listed in this document.

Microsoft Lync/Skype for Business Version Compatibility

Please review our CE Compatibility Matrix with SfB/Lync Platform on Microsoft Lync and Skype for Business support.

OnCall IVR Version Compatibility

Please review our official statement on OnCall IVR Engine and OnCall IVR Designer support.

Versioning and Hotfix Releasing Strategy

Versioning Strategy

Starting from v5.9, Contact Expert version numbers have the following format:

v<major>.<minor>

Major Version

The first number represents the major version. When this number is increased, a new major version is introduced. Major versions contain significant changes in the product such as an extensive set of significant new features, new architecture or completely redesigned software components. Consequently a new major version might be backward incompatible with the previous major version (but not necessarily).

Minor Version

The second number represents the minor version which is increased when less significant features are added to the product.

Cumulative Hotfixes

In addition to minor versions, Geomant also releases cumulative hotfix packages to provide quick fixes to serious problems that should not wait until the next minor release. These hotfix packages are tied to a specific minor version and contain the fixes of all the previous hotfix packages for this minor version.

Version Compatibility and Upgrade Strategy

When upgrading, consider the difference ("distance") between the old and the new version. If the upgrade is within the same major version then we are talking about a minor version upgrade. If the distance between the old and new version overlaps at least one major version, then this is a major version upgrade.

Minor versions are always backward compatible. Example

v6.0 - major version (architectural changes & new features & bug fixes; not compatible with v5.x)
v6.1 - minor version (new features & bug fixes; compatible with v6.x)

A clean and a cumulative upgrade installation media is created for each major and minor version, so every package contains the fixes and feature additions of all previous releases. However Geomant proceeds to perform exhaustive compatibility tests with the last 2 minor versions only, therefore if the distance between your 6.x version and the currently available latest 6.x is greater than 2 minor versions, then you might need gradual, step-by-step upgrades.

Also, since major versions usually bring architectural changes that make them backward incompatible, the old version must be completely uninstalled and the new version must be installed from a clean installation package. An upgrade install is typically not usable in such cases. When a major upgrade (thus a clean install) is due, the system typically have accumulated a number of previous minor upgrades all of which must be uninstalled individually starting from the most recent. Or, as an alternative, instead of uninstalling all the existing upgrades, the recommended way is reinstalling Contact Expert on a clean operating system (restored from a previous snapshot or installed newly).

Client/Server Version Compatibility

Please note that if you upgrade Contact Expert server components to a new minor version, all Contact Expert agent client applications must also be updated at the same time. Older clients will not work with a new minor version of Contact Expert server.

However, the maintenance version of the server and the client does not matter as long as they have the same minor version. In other words, each client having the same minor version as the server's minor version is always compatible with the server, regardless of the maintenance version.

Database Version Compatibility

Contact Expert databases are not removed or altered during a minor upgrade or uninstall process, therefore all the configuration data, except for the ones entered during an installation, are left intact. This includes all the business related data such as agent, campaign, contact and historical data.

Since a major upgrade typically contains database schema changes which might cause potential data loss, Contact Expert databases will need to be updated to reach compatibility with the new major version to be installed. This can be achieved by using the SQL scripts from the upgrade installation package of the concerned major version.

Please note that CE 6.1 environment will only function properly with CE Agent version 6.1. For chat functionality a Buzzeasy subscription is required, for agent scripting a cloud connection is required.

Special notes

Minimum Hardware Requirements Changed - Agent PC

Please note that due to the ability to handle multiple tasks in parallel, this version of the product needs at least 4 GB of RAM and 2 CPU cores as a minimum.

64 bit Windows operating system is required for agent side scripting powered by Adaptive Scripting

Fixed by Microsoft: Cancelled outbound calls to customers remains ringing

Please note that Microsoft acknowledged an issue with Skype for Business Server 2015 whereby calls initiated from within a conference towards a PSTN phone remains ringing even though the originator cancelled the outbound call attempt or even left the conference. Arriving in the Skype for Business Server 2015 May 2017 Update Rollup this issue is now fixed.

Geomant tested the fix with SfB Server 2015 and confirms it works as promoted!

Please note that Geomant is not aware of the same fix for Lync Server 2013 platforms at this moment.

Deprecated API & Services

Dynflow based scripting is removed from the product

Dynalfow engine based agent script have been removed from the system with no option to use them since Contact Expert 6.1, customers with Dynflow based scripting are required to migrate to the new cloud based scripting platform.

Legacy scripting is depracated will be removed in future releases

Old scripting or legacy scripting is deprecated and will be removed from the product in future releases, customer using old/legacy scripting are required to migrate to the new cloud based scripting platform

Skype for Business based chat service

Skype for Business platform based chat service has been deprecated and removed from Contact Expert 6.0 solution, components include:

Chat Widget
Chat Proxy
WordPress plugin

Customers running chat service prior to 6.0 will need to update their corporate web site to include reference to the new cloud based chat services

SMS capabilities are removed from the product

Contact Expert 6.0 SMS messaging capability has been removed from the solution, if SMS messaging functionality has been transferred to Buzzeasy product suite.\

Client Access Server - Administration methods deprecated

Client Access Server Administration interface methods are deprecated, customisation using this API are required to be rewritten using the REST API provided over Management Service, for more information please visit the following article.

Installation

Install the product as usual and apply all hotfixes released for this specific version as these fix every critical issues revealed, chat functionality is provided as a cloud service, Buzzeasy subscription is required.

Please read the Upgrade Guide for further details about the update process and our backup recommendations

General

	5.8	5.9	5.10	6.0	6.1
Basic agent scripting
Highest priority queue ACD strategy added
Built-in call recording
Transfer to CE queues enabled
Support for localisation
Support for TLS 1.0, 1.1 and 1.2
Support for secure HTTPS and TLS communication protocols
Contact Expert enabled with predictive dialing strategy
Queue and campaign linking & cloning
Automated IVR outbound campaigns using On Call IVR
Introduction of a new administration interface – CE Portal – replacing ACE Admin
Enhanced Administrative Features using CE Portal
Administrative Interface integrated with Skype for Business to display agent state and start chat conversation from CE Portal
User management and role based access to resources
RESTful web API is introduced to replace the Client Access Server
Retention blending introduced – allowing to keep a number of agent retained for inbound interaction for a dedicated skill
Enhanced predictive dialling strategy enables agents to work in a predictive and inbound mode
Multi-tenant architecture – allowing multiple individual organisation can share the system
Ability to define custom voice messages. E.g. queue music, welcome message, hold music, etc.
Enhanced agent owned recalls – task are delivered to agents regardless of their skill settings
Enhanced skill update – supervisor performed skill updates to agent is automatically applied
Multi-tenant architecture – alarms and resource updates is applied for each tenant separetly
Corporate address book
Scheduled task filtering enhancement –type, -status, -preference,
Ability to initiate a call over CE Automation API
Automatic failover support on secondary server
Campaign specific wrap-up timers
Redirect calls on no answer – place agents to RONA auxiliary reason
Support for initiating calls to response groups
In queue messaging improvement / audio volume dipping during TTS messages
Agent application automatic recovery in case of failure
Automatic (configurable) closure of abandoned calls
Support of multiple chat sources (website, social media, apps.)
Real time queue display and ability to select next workitem from the queue
Control predictive startup parameters
Predictive healing - Campaign dialing remains in predictive even if reference control values are breached
Campaign level contact phone number exclusion - Excluded numbers are not dialed

Agent Desktop

	5.8	5.9	5.10	6.0	6.1
Agent consult and transfer enabled
Enhanced agent experience in full screen and toolbar mode
MSI Installer provided for client application
Enhanced agent script pages and designer
Customisable agent dashboard – including global, team and agent statistics
Agents are able to initiate or revoke a break request during work
Agent dashboard replaces skill statistics with queue statistics
Agent can leave a comment for each interaction as is shown in the contact history
Business tags are presented in the order of administration
Email Search interface
Quick Email
Support for Arabic language localisation - Agent & customer facing interfaces
Voice and email concurrent handling, ability to handle/park multiple emails and be available for voice interactions
Agent can accept internal IM’s during call handling
Agent’s ability to handle multiple concurrent chat request
Agent’s ability to handle multiple concurrent chat and email and be available for voice
Russian language support on Agent facing interfaces
Document sharing during chat session
Spell checking support when using the email editor
Agent scripting powered by Adaptive Scripting
Companion

BI and Reporting

	5.8	5.9	5.10	6.0	6.1
Reporting enhancement, filtering options added
Enhanced call detail reports showing hold and talk time
Introduction of Personal BI - Excel based personal business intelligence reporting providing flexible and comprehensive business reports
Introduction of a new reporting interface – CE Portal – replacing ACE Supervisor
CE Portal reporting interface provides daily operational reports and allows thresholds to be defined to agent and queue states
Enhanced Analytical and Executive Reports
Reporting capabilities on predictive dialling strategy – Overdialing Rate and Nuisance Call Rate
Operation report extended, time range support extended on Agent status, performance, Business Tag, Queue Service Level report
Call result – operation report introduced / detailing call activity outcome
Tracking report support displaying 5000 records
New BI Agent Break type report added
Comment collected are displayed on CE Portal reports

3rd Party Compatibility

	5.8	5.9	5.10	6.0	6.1
Verba call recorder native integration
Support for Active Directory service accounts
Support for Skype for Business Server 2015
Support for Skype for Business Client 2015
Support for Skype for Business Client 2016
Web chat JavaScript API enabling chat integration for custom web pages
Support for SQL Server 2016 and JDBC 6.0 driver
Contact Expert is integrated with Afiniti agent and optimized customer pairing
Ability to integrate with an external ACD
Embeddable web chat widget
SQL Server 2017 support
Windows Server 2019 support
Support for Skype for Business Server 2019

General

	5.8	5.9	5.10	6.0	6.1
Basic agent scripting
Highest priority queue ACD strategy added
Built-in call recording
Transfer to CE queues enabled
Support for localisation
Support for TLS 1.0, 1.1 and 1.2
Support for secure HTTPS and TLS communication protocols
Queue and campaign linking & cloning
Introduction of a new administration interface – CE Portal – replacing ACE Admin
Enhanced Administrative Features using CE Portal
User management and role based access to resources
RESTful web API is introduced to replace the Client Access Server
Retention blending introduced – allowing to keep a number of agent retained for inbound interaction for a dedicated skill
Multi-tenant architecture – allowing multiple individual organisation can share the system
Enhanced agent owned recalls – task are delivered to agents regardless of their skill settings
Enhanced skill update – supervisor performed skill updates to agent is automatically applied
Multi-tenant architecture – alarms and resource updates is applied for each tenant separetly
Corporate address book
Scheduled task filtering enhancement –type, -status, -preference,
Ability to initiate a call over CE Automation API
Automatic failover support on secondary server
Campaign specific wrap-up timers
Redirect calls on no answer – place agents to RONA auxiliary reason
Agent application automatic recovery in case of failure
Automatic (configurable) closure of abandoned calls
Contact Expert enabled with predictive dialing strategy
Enhanced predictive dialling strategy enables agents to work in a predictive and inbound mode
Support of multiple chat sources (website, social media, apps.)
Real time queue display and ability to select next workitem from the queue
Control predictive startup parameters
Predictive healing - Campaign dialing remains in predictive even if reference control values are breached
Campaign level contact phone number exclusion - Excluded numbers are not dialed

Agent Desktop

	5.8	5.9	5.10	6.0	6.1
Enhanced agent experience in full screen and toolbar mode
MSI Installer provided for client application
Enhanced agent script pages and designer
Customisable agent dashboard – including global, team and agent statistics
Agents are able to initiate or revoke a break request during work
Agent dashboard replaces skill statistics with queue statistics
Agent can leave a comment for each interaction as is shown in the contact history
Business tags are presented in the order of administration
Email Search interface
Quick Email
Support for Arabic language localisation - Agent & customer facing interfaces
Voice and email concurrent handling, ability to handle/park multiple emails and be available for voice interactions
Russian language support on Agent facing interfaces
Agent can accept internal IM’s during call handling
Agent’s ability to handle multiple concurrent chat request
Agent’s ability to handle multiple concurrent chat and email and be available for voice
Document sharing during chat session
Spell checking support when using the email editor
Agent scripting powered by Adaptive Scripting
Companion

BI and Reporting

	5.8	5.9	5.10	6.0	6.1
Reporting enhancement, filtering options added
Enhanced call detail reports showing hold and talk time
Introduction of Personal BI - Excel based personal business intelligence reporting providing flexible and comprehensive business reports
Introduction of a new reporting interface – CE Portal – replacing ACE Supervisor
CE Portal reporting interface provides daily operational reports and allows thresholds to be defined to agent and queue states
Enhanced Analytical and Executive Reports
Operation report extended, time range support extended on Agent status, performance, Business Tag, Queue Service Level report
Call result – operation report introduced / detailing call activity outcome
Tracking report support displaying 5000 records
New BI Agent Break type report added
Comment collected are displayed on CE Portal reports
Reporting capabilities on predictive dialling strategy – Overdialing Rate and Nuisance Call Rate

3rd Party Compatibility

	5.8	5.9	5.10	6.0	6.1
Support for Active Directory service accounts
Web chat JavaScript API enabling chat integration for custom web pages
Support for SQL Server 2016 and JDBC 6.0 driver
Contact Expert is integrated with Afiniti agent and optimized customer pairing
Ability to integrate with an external ACD
Personalised call routing using Afiniti
Support for chat bots
SQL Server 2017 support
Windows Server 2019 support

Highlights

Real time queue display and cherry picking

Contact Expert 6.1 introduces a new routing (ACD) service, that offers a real time visual interface for interactions in queue, where items are prioritized according to customer loyalty, displaying customer and wait time information. The new routing service supports additional business related data to be displayed such as name, group, customer photo or avatar, item color, queue time threshold and even the loyalty level of a given recognized customer.

Agents presented with the new routing display can reserve single or multiple queue items for themselves - items being delivered based on agent availability a customer priority, reserving agent name is displayed on the real time queue, additionally supervisors can configure to only show items that are not yet reserved by an agent providing a better overview of the outstanding interactions.

The new service provides a Web SDK that enables 3rd party application to be notified if an item has been queued or removed from the queue, selected, reserved or reservation cancelled by an agent.

Please visit our Cherry Picking ACD article for information on how to deploy and configure real time queue display.

Contact Expert agent scripting powered by Adaptive Scripting

Cloud based agent scripting

Contact Expert 6.1 discontinues the use of Dynflow engine for agent side scripting and introduces a new cloud based tool, Adaptive Scripting for creating, editing, evaluating and running scripts. Adaptive Scripting supports all modern major browsers allowing integration with any data source using REST API-s. Workflow logic and graph is stored in the cloud while the presented and collected customer data is stored on premise within Contact Expert campaign database. Agent script management is performed using Script Editor, accessible from Contact Expert portal. Integration with campaign data sources is done using the Integration Service component that acts as a discovery service for the script editor providing API information on the available data structure.

This cloud based scripting allows creating simple to complex business process workflows with the help of Adaptive Card technology. It is possible to create complex logical expressions to evaluate node flows in a dynamic, data driven fashion with the help of logical operators and script wide variables supporting multiple data types. It also provides a preview mode for designers to get the experience the end users are offered, allowing for quick debug and easy modification of business process logic.

Information is presented to the end user using Adaptive Card, a technology developed by Microsoft for rendering and offering the same user interface on multiple channel and devices.

Information displayed on a card is organised in rows and each row can be divided into one, two, three or four columns.

Graphical elements that can be displayed on a card include:

Text box (single or multiple line), supporting bold, italic, text alignment, text bulleting/numbering, different font type & size and colouring.
Text input boxes – collecting URL, phone number, any text, date, numbers
Checkboxes, dropdown and radio buttons
Images, dividers, friendly URL’s

Script designer can define the screen size of the workflow ensuring that the workflow is displayed in the available space.

Cloud based agent scripting

For more information on accessing and using agent scripting please refer to the cloud based scripting and campaign management articles.

OS requirement

64 bit Windows operating system is required for agent side scripting powered by Adaptive Scripting

Predictive dialing enhancements

Predictive dialing

Contact Expert is it the most powerful predictive dialer for Skype for Business platform and a real contender to any dialer that use Avaya as a platform. Contact Expert 6.1 brings further enhancements to predictive dialing strategy, allowing supervisors to specify parameters that will bypass warm-up and initial statistical data collection period and results in predictive dialing strategy from the very start of the campaign. Current development also ensures that predictive dialing in maintained for the entire life cycle of the outbound campaign even if statistical parameters e.g. Nuisance rate, are breached - in such instances the system maintains dialing mode in predictive but with lower call out rate - referred to as "predictive healing".

For further information on how to setup predictive dialing strategy and newly introduced parameters follow the How to setup predictive dialing in Contact Expert) article

Companion

Contact Expert 6.1 allows an external application to be placed on the Agent Desktop that can provide additional information to the user while logged in. If set, the Companion is always visible to the agent after login, any application in the companion window is able to take custom business actions on interaction events that Contact Expert provides, these events include:

Task is in Preview
Agent is Dialing the preview Task
Interaction is Alerting at the agent desktop
Customer interaction is Connected (or resumed) with agent
Customer interaction is Held
Customer interaction Terminated

For further information on how companion applications can be used please refer to the article describing Contact Expert Agent application appearance.

Spellchecker

Spellchecker for email and chat interactions

Contact Expert 6.1 enable a long wanted feature, spell checker and dictionary for agents during email and chat interaction, allowing user to configure and add multiple dictionaries.

Excluded phone numbers

Contact Expert 6.1 introduces campaign level exclusions for outbound dialing, the new feature enables specific phone number of a contact to be removed from the dialing list, also allowing supervisor to re-iterate/restart a given campaigns calling list ensuring that the excluded phone number are not dialed. Exclusion can be performed by the agent, supervisor or any 3rd party application using the API's available

For further information on how to manage contact phone number state please refer to the supervisor article and agent perspective article.

Agent status management

Contact Expert 6.1 enables agents to better manage their availability for interactions, the new version allows transition from break to a different break and from after call work to break, eliminating the need of transitioning to available.

SQL Server 2017 & Windows Server 2019 support

Supported software update

Contact Expert 6.1 officially support Microsoft SQL Server 2017 and Windows Server 2019, for supported software and hardware options please check the prerequisites .

Other improvements

Skill management

Skill management interface has been improved to provide a better overview for the supervisor on the selected agents when performing mass agent skill update.

Campaign service endpoint selection

Contact Expert 6.1 improves service endpoint selection on campaign detail page by introducing an auto-fill list control.

Imported contacts in inbound queues are not dialed

Previous version of Contact Expert version 5.10 introduced same contact treatment for inbound queues and outbound campaigns in order to ensure that postponed callback request are fulfilled, however the new behavior resulted in the system dialing contacts in "Remaining" state even from inbound queues - with Contact Expert 6.1 version contact centers can import customer records to inbound queues for identification purposes and also ensure that postponed callback request are fulfilled.

Information

Contacts in "Remaining" state are not dialed in an inbound queue, contacts in "Postponed" state are dialed in an inbound queue.

Email history report

Contact Expert 6.1 email tracking report has been changed to include the last handling agent in the email history summary report.

External ACD improvements

Contact Expert 6.1 brings new improvements to external routing and shortens the time needed to a request (call, chat, email interaction) to be routed to an external adapter, External ACD routing policy can be configured either on skill level or tenant level.

Skype for Business modality support

Contact Expert 6.1 allows Skype for Business users to elevate a voice call to video or share desktop. Furthermore once the customer is connect with Contact Expert agent the system allows customer to present the screen, for more information please visit the Skype Parameters article.

Both parties need to use Skype for Business platform in order to elevate calls to video or share screen.

Bugfixes

v6.1

Issue ID	Telephony	Description
7801	All	Embedded images are not displayed in sent emails
9005	UCMA	"IVR endpoint is not established correrctly in certain situations Symptoms: IVR endpoint does not establising correrctly after UCMAPlatform - Restarting endpoint event. After this calls not reach the IVR. StateChanged prev:Established state:Terminating endp:sip:geo_ivr_1@bkf.hu StateChanged prev:Terminating state:Terminated endp:sip:geo_ivr_1@bkf.hu WARN com.geomant.ucmaivr.UCMAPlatform - Endpoint Terminated: UCMAPlatform - Restarting endpoint:sip:geo_ivr_1@bkf.hu IVR - Restarting IVR:sip:geo_ivr_1@bkf.hu IVR - StateChanged prev:Idle state:Establishing endp:sip:geo_ivr_1@bkf.hu IVR - IVR Endpoint State:Established"
9268	All	"Agent Application - Chat - Agent doesn't enter Available state after clicking the Next button immediately after task closure Symptoms: Clicking the Next button immediately after closing a task will not set the agent to Available state, instead, the Next button is still displayed in a clickable state and the agent is in the Available state only after clicking the button again."
9368	All	"Agent Application - The task is not dropped if the customer terminates the call before it reaches the agent application in Progressive Dialing modeSymptoms: The agent can answer the call because the task was not dropped even if the customer already answered and quickly terminated the conversation before it even reached the agent application, the agent will not handle the next task right away"
11152	All	"Follow-up emails not distributed in queue order Symptoms: Emails that received from the same email address are not guaranteed to be distributed in the order they where received"
11340	All	"Agent Dashboard - Data appearing delayed Symptoms: Information on the agent dashboard appears delayed."
11354	All	"CContact Master Data Fields - Hungarian localization states Display Name field wrongly as 'Mező típusa' Symptoms: In CE Portal, in the Contact Master Data Fields page, the hungarian states Display Name field wrongly as 'Mező típusa'"
11421	All	"DB - Running SP_DELALLCONTACTS puts a huge load on the sql server Symptoms: If the user is running a process that calls SP_DELALLCONTACTS - for example run 'Delete Contact Records' from a campaign on the portal -and the campaign is having a lot of contact (>1 million) then this stored procedure out as much load on the db that no other basic tasks can be performed, for example cannot retrieve contacts form other campaigns."
11463	UCMA	"IVR won't handle Prompt node error case Symptoms: In the current IVR Designer version, Prompt node has error output case for timeout handling, but the IVR cannot recognize it and if I do not add any input to the node it goes to the next output with empty variable. One of our customers wants to use the node's error case to repeat it's announcement whenever the caller reach the timeout gap."
11641	Avaya	TelephonyServer crash
11689	UCMA	"Skype Parameter - Support Inbound Video problems Symptoms: First of all the name of the parameter is totally misleading, it needs to be changed. The internal name is called ""Allow All Modalities"" and this is what it does, and not just allowing inbound video calls. More importantly, when off, it not just disables inbound video calls, but ALL modalities other than voice (?). Whatever its name is, it does not actually work. According to Csaba's recollections some functionality was not properly ported from an older version (old admin interface or multitenancy)."
12566	All	"Agent break request during ACW is not fulfilled Symptoms: Agent break request during ACW is not always fulfilled, the system will ignore such request and place agent to available instead. "
12568	UCMA	"CE does not work with SfB CU7 Symptoms: Preview outbound calls stop working after Cummulative Update 7 (2018 July) is applied to the SfB 2015 platform"
12570	UCMA	"Internal outbound preview CE calls goes to voicemail Symptoms: Call unexpectedly goes to the SfB user's voicemail when CE agent initiates an outbound preview call to dial out the internal SfB user"
12973	All	"Historical reports scroll bug with IE when filtering campaigns Symptoms:CE Portal historical reports (such as Call History, Email History, Chat History) have a bug under Internet Explorer: It does not allow you to pick any campaign from the list, all the available campaigns will be selected when using filters. Every other field works fine. The same happens in Agent Login History with the agent selector and Call Result with the campaign selector. The reports work fine under Chrome or Edge."
13039	UCMA	"Queue music is not played between queue messages Symptoms: Queue music is not being played after the queue message finished (with repeat option turned on)"
13095	All	"Agent Application - Next call auto answered if failed to answer the previous call Symptoms: When fail to answer a call because of no Lync conversation window displayed for that, then the next call will be automatically answered even if the auto answer property is false"
13123	All	"Same Conversation Id on callback Symptoms: Callback sessions are created with the same SDU and Conversation ID as the original call."
13149	All	"Agent Client - Opened contact details page cannot be closed Symptoms: When there are multiple contacts in a campaign with the same phonenumber and a customer with the given phonenumber calls in, CE offers to choose on of the contacts.If you double click any of the contacts the Customer Details page is opened, but you cannot close it anymore, the close button does not respond."
13181	UCMA	"OnCall IVR Engine - EndpointService logging does not contain the INVITE/TRYING/RINGING SIP events Symptoms: The EndpointService log only contains call information if the call actually is 'landed' with the IVR. But we have seen a lot of occasions where the IVR EndpointService actually sent back TRYING and even RINGING events -- SfB CLS logs are pretty obvious -- but the ucmaivr.log file contains absolutely no trace of this whatsoever.And it does not pick up the call.It feels like this is something with the EndpointService, but it might as well something with SfB "
13399	All	"Tenant default ACD Policy not used if skill level one is missing Symptoms: Tenant default ACD Policy not used if skill level one is missing."
13538	All	"DialerServer - Queue worker not triggered, but there are interactions waiting in queue Symptoms: Reserved workitems in the CherryPicking external ACD are routed slowly."
13606	All	"New contact phone numbers are not saved to the database when callback is scheduled Symptoms: The following legacy feature does not work (from CE 5.10): new phone numbers are automatically saved into the contact database when a callback requests are scheduled. "
13609	All	"Campaign URI is added to the contact's phone number list in the database Symptoms: Campaign URI (e.g. campaign_2@se.sfb.dev) is erroneously added to the contact's phone number list in the database"
13641	UCMA	"Recorder endpoint remains unregistered Symptoms: Recording service endpoints remain unregistered when CE is started up while the FE pool is down."
13725	All	"Every file transfer message before the first chat message is rendered twice Symptoms: If either agent or customer start the live conversation with a file transfer, said file will be rendered twice"
13924	All	" ""No connection"" issue due to missing CE-AccessToken cookie Symptoms: CE-AccessToken cookie disappears when opening the chat window and causes ""No connection"" issue randomly. Since the root cause is the cookie expiration, this issue will more likely to come up on slower environments"
13963	All	"Handled chat interactions are classified as ""Abandoned while waiting for agent"" Symptoms: Chat interactions handled over CE Cloud with Buzzeasy are classified as ""Abandoned while waiting for agent"" "
13970	All	"CE Portal - Live Voice Calls report: Calls in queue calculated incorretly Symptoms: On Live Voice Calls report the Inbound calls number is correct, but the In queue is not containing all calls from the queue.Note: It was reproduced with external ACD (cherry picking), but needs to be confirmed with internal CE ACD."
14023	UCMA	"Priority/Emergency Queue not working in 6.0 Symptoms: If a CE queue is set as emergency queue then calls from this queue must be delivered before calls waiting longer in any other queue. In CE 6.0 this functionality appears not to work"
14142	All	"Agent Application - The Show/Hide script/Chat buttons are truncated Symptoms: The buttons for Show/Hide Script and Show/Hide Chat are truncated, the bottom half is cut off. See the attachment for further details."
14152	All	"CE Portal - Call history export incorrect duration and dialing mode format Symptoms: CE Portal - Call history csv and xlsx export contains incorrect duration fields and dialing mode column contains json block. See attached files."
14173	All	"CE - Agent Web Pages - Email - Spell checker context menu is not working with the email editor Symptoms: Right clicking on a misspelled word within the email editor will not bring up the spell checker context menu, that shows the correct word suggestions. The email editor context menu is displayed only."
14198	All	"CE Portal - Skill Management - Agents with no skills are not listed in the skill management resource page Symptoms: Agents, that do not have a skill assigned to them, are not listed in the skill management form's Not assigned form"
14303	All	"Default Campaign selection for outbound preview dialling stopped working in 6.0 Symptoms: Once agent selects the campaign to dial out, the system should use that campaign as the default for subsequent outbound calls unless another campaign is selected."
14474	All	"Agent cannot sign in - ""Failed to retrieve a login session token"" Symptoms: Agent keeps receiving the error message ""Failed to retrieve a login session token"" each time when she tries to sign in. Even hours after CE is started up. CE should be restarted to have the issue disappear."
14539	UCMA	"IVR Endpoint Service crashes when incorrect configuration is used Symptoms: When the UCMAIVR.exe.config contains incorrect parameters the Endpoint Service crashes upon launch. Please note that it is unclear which parameter triggers this crash, but the affected config file is attached to this bug"
14542	All	"Admin update installer removes CAS url from Agent web.config Symptoms: CE_Admin update installer removes the value of the config parameter CEAgentAppASPNET_CAS_InfoService_InfoService from the cofg file C:\Geomant\CE\Agent\web.config. Originated from this fact, neither the wallboard nor the scripting work after a CE 6.1 upgrade"
14574	UCMA	"Ringback tone does not stop; continues during the agent != customer conversation Symptoms: Ringback tone does not stop in SfB environment. It is played in the background during the entire customer agent != conversation."
14579	Avaya	"DialerServer - Crash upon specific external routing scenario Symptoms: DialerServer crahes if the interaction is terminated right before the external routing logic runs."
14596	All	"Predictive parameter ""Agent On Call Backoff [%]"" does not work Symptoms: The skill level predictive parameter ""Agent On Call Backoff [%]"" has no affect on the number of ongoing predictive calls."
14607	All	"DialerServer - Logs full of routing requests Symptoms: Logs are full with messages like this: ""DialerServer - DialerServer_i::ProcessRoutingRequests - Processing - requestId: 686ba297f7b442e2a5447df46cdceb90 state: Timeout [6]"" "
14621	UCMA	"OnCall IVR - IVR Engine does not store app server IP or FQDN in Call History Symptoms: IVR Engine does not store the app server IP/fqdn in call history, this makes operational/maintenance efforts too difficult in an auto-provisioned and multi-server configuration (e.g. HostedCE and all larger deployments) because you don't immediately know which app server handled a call."
14650	All	"Virtual agent skill management is broken Symptoms: The functionality of Agents > Virtual Agents > Skill Management does not work on the Portal."
14730	All	"Invalid dial mode for scheduled tasks Symptoms: Preview scheduled task is started in progressive mode instead"
14740	All	"Silent install fails Symptoms: Silent install fails for multiple components both on clean and update install. "
14891	All	"AgentClientApp shows the script data of the previous task Symptoms: AgentClientApp shows the script data of the previous task (old scripting)."
14903	All	"Daily export files cannot be downloaded from the Portal Symptoms: The daily export files - stored in the legacy ManagementSvc\Upload folder - cannot be downloaded from the Portal."
15128	All	"Routing rule for closed CE does not work when queue holiday is active Symptoms: Dialrule's ""Campaign Default"" routing rule does not work when the campaign is closed (only due to Queue holiday)"
15141	Avaya	"Agent account gets locked on in Avaya environment Symptoms: The agent cannot change to Break (AUX). She decides to logout. Logout is seems to be performed successfully but cannot login anymore."
15163	All	"Phone numbers cannot be saved to database: ""An error occurred while updating contact information"" Symptoms: Agent receives the error message ""An error occurred while updating contact information. Please check manually whether the contact and all its properties has been changed successfully."" after registering a new phone number for the customer and trying to save the new list of phone numbers"
15217	All	"Email history shows consecutive emails closed with reason code ""Agent cannot serve the request"" Symptoms: Email history report shows up a particular agent with lot of consecutive incoming email tasks closed with reason code ""Agent cannot serve the request"""
15369	All	"DialerServer memory leak Symptoms: DialerServer memory consumption grows slowly and steadily."
15406	All	"CEPortal - The Dialing mode column is empty in Live Voice Calls and Agent Status History reports Symptoms: When active voice calls are ongoing, the Live Voice Calls report does not display the dialing mode used. "
15439	UCMA	"TelephonyConnectorServer (UCMA) memory leak Symptoms: Memory usage increases. It reaches the 800 MB threshold after a few 10.000 calls "
15448	All	"Agent App - Chat notification not working in case of file transfer Symptoms: When customer send a file, no notification will be displayed for the agent for the inactive chat tab"
15450	All	"Agent App - Break button disabled in specific media after closing task in other media Symptoms: Break button disabled (gray) on chat tab after the agent close its active email task while it has a ""parked"" chat task."

Hotfixes

v6.1

Issue ID	Telephony	Description
15439	UCMA	TelephonyConnectorServer (UCMA) memory leak
15463	All	Database performance issues on highly loaded scenarios
15604	All	Task window/area goes blank after switching between ToolBar mode On/Off
15727	All	Missing cmdlets to configure cloud based scripting
15891	All	Email auto-parking does not work due to task limit error being erroneously displayed
15876	All	DialerServer crashes in certain situations
16089	All	Component startup sequence could fall out of order in certain situations
17020	All	SPGetNextOutDestination optimization for outbound dialing
17340	All	Emergency queue is not working as per definition
17491	Avaya	Agent session gets stucked in Avaya TelephonyConnectorServer if agent is removed from CEPortal while signed in
17729	UCMA	Agent stuck in lookup break when initiating an email from "voice lookup"
17528	All	Legacy script not loaded for rescheduled tasks
17820	All	Agent Application crash when using in toolbar mode

Known Issues

List of known issues

Legacy scripting

Contact Expert legacy scripting not working for OS Build 17763.437 and later

Windows updates disable VBScript that is required for legacy script navigation, to re-enable VB script in Internet Explorer please refer to the article on KB: How to enable VBScript execution%2C+for+Legacy+Scripting)

ID	Title	Tags
15604	Task window/area goes blank after switching between ToolBar mode On/Off	Agent Client;
4963	CE Portal - Agent Policy Configuration - Enable/Disable checkbox logic	Portal; UX
4966	CE Portal - Agent Policies - Hungarian translation is not consistent	Localisation
6057	CE Portal - Sidebar menu permission check for Agent Status operational report differs from all the rest	FoundByAutomatedTest; Portal; RBAC
6064	CE Portal - Agent Status operational report - Summary portlet chart legend is removed from its DIV	FoundByAutomatedTest; Portal
6092	CE Portal - Tracking Reports - hovering over a calendar dropdown presents artefacts	Portal
6096	CE Portal - Live Email Sessions tracking report - Additional Details Mailbox field has no label	FoundByAutomatedTest; Portal
6103	CE Portal - Call History - Details portlet exported files dialingmode column is not resolved to the label	FoundByAutomatedTest; Portal
6117	CE Agent - Email editor toolbar layout is not rationalised	Agent Client; Media: Email
6382	CE Portal - Agent Policies - Alert Window Timeout presents the wrong tooltip	Portal; UX
6388	CE Portal & Agent App - Wallboard vs Information Bar	Agent Client; Localisation; Portal
6409	CE Portal - Dialing Rules - Holidays are not presented in date order	Portal; UX
6411	CE Portal - All Report Pages - Daterange picker - Custom time period name does not reflect the max 1 month range limit	Portal; UX
6417	Agent Application - Contact dialogs (Details, History, Print) opens in the background when Activate Window is enabled	Agent Client; Preferences
6426	Agent Web Pages - Lookup Form - Email Search - Response buttons are not disabled for emails already delivered to an agent	Agent Client; Agent Web Pages
6491	CE Agent - Email - To, CC and Bcc fields are limited to only 4 email addresses	Agent Web Pages; Media: Email
6536	Agent Application - Contact search unavailable if window accidentally closed	Agent Client
6564	Management Service - No forced tenant selection and related error handling in the API methods causes multiple issues affecting API users	Management Service; RBAC
6592	Agent Web Pages - Email search - Empty email search does not show most recent emails	Agent Web Pages
6595	Agent Application - Error entry in logfile during email task arrival	Agent Client; Media: Email
6631	CE Portal - You can have two campaigns with the same entry point	Portal
6659	Agent Application - Email - the email task counter does not reset	Agent Client
6750	Agent Application - Closure tab - The "X" button is greyed out and unaccessible	Agent Client
6776	CE Portal - Recording Rules - Accented characters are displayed incorrectly	Portal
6777	Dynflow - Not falling back to default language	DynFlow; Localisation
6779	Installer - DynFlow default language is Spanish	DynFlow; Installer
6787	Agent Application - Email - embedded email editor off - no ID for the email editor	Agent Client
6851	Agent Application - Modifying User Name of a logged in agent renders all actions impossible on the client side	Agent Client; Server Components
6868	Agent Web Pages - Email Search - Expanding a complex HTML email deletes the text from the top section of every result row	Agent Web Pages; Media: Email
6870	Agent Application - Exceptions are thrown in the log when clicking on the Report button without setting up an alarm mailbox	Agent Client
6874	Agent Web Pages - Email Search - Reply/ReplyAll/Forward buttons are unnecessary at the top of the table	Agent Web Pages; Media: Email
6877	Agent Application - Wrong toolbar tab activates when finishing an email task	Agent Client
6882	Agent Web Pages - Email Search - Reply and ReplyAll issues	Agent Web Pages; Media: Email
6964	Agent Application - Script window size is not retained when using toolbar mode	Agent Client; Agent Scripting
6996	Agent Application - Agent can make multiple parallel voice tasks	Agent Client
7034	CE Portal - Call History - Chat History - Customer Info portlet contains NaN instead of numbers	Menu L1: Tracking Reports; Menu L2: Call History; Menu L2: Chat History; Menu Section: Reports; Portal; Reports
7050	Agent Application - Alert Window Location and Alert Window Timeout agent policies do not work	Agent Client; Agent Policy
7051	Recording - Recording Criteria - Calls are not recorded when using a PTSN number starting with the "+" character	Recording; Server Components
7087	CE Agent - Generic error message when sending unsupported file extensions as attachments	Agent Web Pages
7101	CE Portal - Call Result Report - Aggregation time is not updating	Portal; Reports
7102	Agent Application - Hungarian failover dialog text is invalid, too long and phrased in a weird way	Agent Client; Localisation
7105	CE Portal - Call History - Email History - Chat History - Customer History Portlet is not updating	Portal; Reports
7123	CE Portal - Call History - Scrollbar on Details is still visible	Portal; UX
7135	CAS: "Failed to retrieve string SDU data item: EmailID"	CAS
7142	KB Documentation - Agent Application - Login - Subject selection issues	Documentation
7143	Agent Web Pages - Hyperlinks can be opened from emails	Agent Web Pages
7148	CE Portal - Edge - Huge unused space at the bottom of the page	Portal; UX
7162	CE Portal - Call History - Edge - Telephone numbers are displayed as hyperlinks	Portal; UX
7197	CE Portal - Queues & Campaigns - Adding a CRDS corrupts the campaign's Time Range field	Portal
7211	Agent Application - Sometimes the wallboard URL is incorrect, log contains exceptions, no wallboard is shown	Agent Client
7229	Portal - Login Page - useless scroll	Portal; UX
7231	Server Component - DialerServer log contains ERROR entries for missing observing uri	DialerServer; Server Components
7268	CE Agent - Bug when agent try reply or forward for an email which was sent from voice campaign	Agent Web Pages
7286	Agent Application - There is no timer on the preview timer form	Agent Client; Localisation
7292	CE Portal - Customers - Contact Status Change - invalid data does not diable search button	Portal
7320	Agent Application - Config File - The GC_ENABLE_SUBJECT_SELECTION config file parameter and its control logic should be removed	Agent Client; Config File
7336	CE Portal - Tracking Reports - Call History - Tooltip missing from the Details portlet	Portal; Reports
7363	CE Portal - Administered objects are not alphabetically sorted Workflows - Dialing Rules - Outbound Rules Workflows - Dialing Rules - Routing Rules Portal Users - User Roles - Permissions	Portal
7373	CE Portal - Voice Gateway - Applying any change generates double Server Update request	Portal
7410	Agent Web Pages - Email Editor - Hungarian localization issues	Agent Web Pages, Localisation
7475	Contact number types are hard coded in CE Agent	Agent Web Pages, Localisation