Release Notes

<numberChannelsPerLoopbackSource>2</numberChannelsPerLoopbackSource>

<!-- UK if we should detect dead tone using the time between ringback events --> <ukSITDetectDeadTone>true</ukSITDetectDeadTone>

In the Netherlands live calls were being detected as dead because time between rings fell into the dead tone range of between 3 and 3.5 seconds.

• Push Transfer
• Pull Transfer
• Preconference Add 3rd Party

The value specified as an input parameter is always used. If it is not set then SI parameter is not included in the message.

Previously:
"Operation failed: Campaign Get Tables. Bridge response: Missing expected dialer message. Client can expect the message later."

Now:
"Server request timed out. Failed to connect to the data source. Please verify that the data source is configured correctly on the server and that you have the right user name and password."

API Details:

A new parameter has been added to the BeginDial [BD] message. The Update Record (UR) parameter indicates that even though the agent has rejected the Preview call, they wish to update the record with a the TransactionComplete [TC] message rejecting the call. A TransactionComplete [TC] following a BeginDial [BD]\ UpdateRecord [UR]\ AddDNCNumber [DD] message now results in a NumberBack [NB] message to update the database.

The following settings are added to the config.xml file:

• <forceEchoCancelOnPrimaryOutbound>
• <forceEchoCancelOnPrimaryInbound>
• <forceEchoCancelOnMainAgent>
• <forceEchoCancelOnSecondary>

All settings default to false.

<!-- Speech volume 0 to 100-->

<ttSspeechVolume>100</ttSspeechVolume>

• agentavailability
• agentlogins
• callcycles
• transfers
• queuestatistics
• queuetransactions
• callcyclesBusinessData

The reversal of the slashes in the Recording Filename (RF) parameter meant that entries added to the recording manager lookup table were different to those in the Recording Filename (RF) parameter in the OutcomeData [OZ] message. This was stopping all session recordings from being finalised following the OutcomeData [OZ] (but eventually finalising after the 60 minute default time period had expired).

<!-- If this is enabled text fragments that are capitalised will also be cached -->

<!-- Default system behaviour is to assume these are not cached (because they are non recurring)-->

<cacheTtsCapitalisedSegments>false</cacheTtsCapitalisedSegments>



<!-- The number of bytes of audio data supplied to the tts engine in a second -->

<ttsBytesPerSecond>8000</ttsBytesPerSecond>



<!-- The number of bits of audio data in a sample-->

<ttsBitsPerSample>8</ttsBitsPerSample>



<!-- Mono or stereo TTS (1 / 2)-->

<ttsChannelCount>1</ttsChannelCount>



<!-- The number of average tts buffer bytes to be sampled in a second-->

<ttsSamplesPerSecond>8000</ttsSamplesPerSecond>

To add a pause in a TTS fragment, add !!<a number>!!. For example:-

"hello this is !!3!! a test"

will add 3 seconds of pause between "hello this is" and "a test".

<!-- If we should attempt to split up TTS text to maximise reuse and more efficient caching -->

<enableTTSInteligentCaching>false</enableTTSInteligentCaching>

• CallbackHandshaking [CH]
• CallbackParameters [CP]
• CallbackNotify [CN]
• CallbackTimeout [BT]

If the current (UTC) time is not within the record's legislative (UTC) bounds, the outcome is updated to its previous outcome. This includes outcomes of -4. Additionally, if the previous outcome was -4 (retry), the record retry time day part is adjusted to be the current day, so that the record can be picked up again within the same day or next day.

1. When scanning rescheduled records if the retry time is older than 16 hours ago the UTC retry time is adjusted and stored without conversion. Previously there was a (registry controlled) conversion which by default used the UTC retry time as a (Windows) local time and converted to UTC.
2. If timezone processing is enabled, the record UTC upper bound is < 1.0 and the planned time was greater than the UTC upper bound, then the planned time is set to be due at the lower bound. Previously it remained outside of bounds.
3. Extra logging when rejecting callbacks:
   1. If no number or no next number;
   2. If key already being dialed (duplicate);
   3. If number is a DNC number by session identifier or phone number.
4. If a (fresh, retry or callback) record key is found in the DNC list just before dialing, then update the record outcome as such. Previously the record was not udpated.
5. For callbacks, if any of a record's telephone numbers are in the DNC list, update the record with a DNC outcome. Previously the record was not updated.

New elements are:

<!-- Internal call timeout cause code -->

<internalCallTimeoutCode>30</internalCallTimeoutCode>

<!-- RNA timeout cause code -->

<rnaCallTimeoutCode>20</rnaCallTimeoutCode>

After a successful Supervised Conference request, bring the 3rd party back in to the conversation. i.e. remove hold from the 3rd party, which changes the conversation to a 3 party conference.

Added steps to Step Library:

• Agent Login
• Agent Logout
• Put Queues In Service
• Put Queues Out Of Service
• Send SDMP Message

Increased priority of TTS conversion thread to improve performance and also made number of speech resources available configurable:

<sapiTTSSettings>

<numberEngines>2</numberEngines><

/sapiTTSSettings>

HKEY_LOCAL_MACHINE\Software\Wow6432Node\Sytel\CMServer\[Tenant] (64bit OS)

Key - DBType (Database type)

Type - DWord

Value - defaults to 0, value can be

• 0 - Any
• 1 - SQLServer
• 2 - MYSQL
• 3 - Postgres
• 4 - DB2
• 5 - Oracle

Key - DBMaxRowsCA (Maximum row count for column analysis - Inbound)

Type - DWord

Value - Row count required

Key - DBMaxRows (Maximum row count for record set opening - Outbound)
Type - DWord
Value - Row count required

Extended the the RequestHold [RH] message with a new Who (WH) parameter to allow selection of the call connections to put on hold.

Changed the CallDisconnect [CD] code to check for an NowDisconnected [ND] message within 2 minutes when a Play Message [PM] parameter has been sent as part of the call disconnect. Previously this was set to 10 seconds, which was too short to allow the NowDisconnected [ND] message to be returned from the CTI following a call disconnection after Play Message.

The timeout for a CallDisconnect [CD] without the Play Message [PM] parameter remains at 10 seconds.

• Critical
• Error
• Warning
• Information
• Verbose

When these values are zero this functionality is disabled. When not specified, defaults are 500MB and 60 Minutes. This addresses memory usage issues with large numbers of agents (500+) caused by buffering of SDMP messages (giving the appearance of a memory leak). See Registry Settings

The Add Campaign operation in the Windows Client already checked for invalid chars:

\/:*?"<>|and!';%

Server-side validation added to: -

• Rename in desktop client
• Add in server (AddCampaign [AC])
• Rename in server (RenameCampaign [NC])

If there are invalid characters ErrorReport [ER] with EC39 is returned.

The Add Campaign operation in desktop client already checked for invalid chars:

\/:*?"<>|and!';%

If there are invalid characters ErrorReport [ER] with EC39 is returned.

• ns_read
• ns_create
• ns_update
• ns_delete

This is to prevent network port exhaustion over time. For ns_read, success='false' is always returned when unable to reach NS server.

• Scripter.IsConnected
• Scripter.IsRecording
• StepBase.IsInFollowUp

Previously, when the call session had ended, they were returning the status of the agent's current call session. This is more likely to happen when scripting Progressive or Preview campaigns and testing for the IsConnected state, though could also happen when using steps that rely upon these APIs after the call session has finished.

New tag:

<cliTransBeforeAddress>false</cliTransBeforeAddress>

Defaults to false. This controls whether the Called Line Identity (CLI) is translated before or after address translations take place.

New attribute:

<!-- CLI Translations DDI number to new CLI number-->

<cliTranslations>

  <translate address="sip:*@10.21.21.11" translated="sip:*@10.22.22.11" useSourceAsComparer="false" />

</cliTranslations>

useSourceAsComparer defaults to true. This determines if the source number or the destination number is used to pass into the rule that manipulates the CLI

• MaxWrapTime
• WrapOutcome
• WrapData

CMServer / CMClient is hard coded to send across SQL_FLOAT data types for retry time stamp. In MYSQL this precision leads to rounding errors and calls being retried before they are due.

Registry key added - SQLFloatAsDouble - to HKLM\Software\Sytel\CMServer[tenant]. This can be set to set the values in the database as SQL_DOUBLE. This is a temporary solution until the GUI can be extended to make such items configurable. If the registry key is not present it behaves as before, thus preserving backwards compatibility.

Introduced a timed callback that attempts to re-transfer the call if the first transfer attempt failed due to race condition.

Added the following element to the config.xml file:- <callRetransferS>2</callRetransferS>

This controls the time in seconds to re-process the CallTransfer [CT] message if Softdial CallGem™ issues a CallDisconnect [CD] and then issues a CallTransfer [CT] before it receives a NowDisconnected [ND] from Softdial Telephony Gateway™.

Agentless campaigns enabled in Softdial Campaign Manager™ Web client.

The UseReloadOnAgentless registry setting in Softdial Campaign Manager™ server must be created and set to '1' and the hideAgentlessCampaignType setting in the cmclient.config.js file must be set to false.

To address the possibility of incompatibility with older hardware / firmware, a new option, answerTdmIcOnEntry has been added to the Softdial Telephony Gateway™ config.xml file. When set to true Softdial Telephony Gateway™ will answer incoming TDM calls when they first hit Softdial Telephony Gateway™ (default is false).

Previously, the session object was not cleared and if the 2nd agent received 2 transfers in a row (without logging out or taking calls) then the agent would get stuck on the 'take calls' screen.

• for campaign:
  CM:DE:DD\TNdefault\CNtest\TN123456789
• for tenant:
  CM:DE:DD\TNdefault\TN123456789

Removal of the logs is done as a scheduled callback that occurs after the deletion event has been processed to prevent file access (log and dir files) which was an issue during removal of Softdial Scripter™.

1. subscript campaign fields are copied to the current script's campaign fields
2. copy step outputs to fields
3. copying step outcomes to fields

Prior to this fix, the order of 1) and 2) were swapped, which meant any subscript step outputs captured to a campaign field would be effectively lost.

• Maximum Wrap (MW)
  Sets the maximum time in seconds. A value of zero (default) means unlimited wrap time is allowed.
• Wrap Outcome (WO)
• Wrap Data (DW)

This new feature can be adjusted while a campaign is running. The feature works by setting a timer when the agent goes into a wrap state (and killing the timer when they leave the wrap state) and when that timer fires, it sends an internally generated TransactionComplete [TC] message. The Agent Outcome (AO) and Data (DT) parameters of the TransactionComplete [TC] message come from the Wrap Outcome (WO) and Wrap Data (DW) parameters of the OverdialTuning [OT] message respectively.

Prior to this, the Designer allowed the addition of campaign fields to each script. Now the Start script's campaign fields are shared across all scripts within the project.

There are a number of other changes:

1. Validation checks have been updated, so that all a project's script's campaign field references are matched against the start script's campaign fields. Previously, a subscript could refer to a campaign field in its own list that was not listed in the start script. This is now a validation error and all campaign fields must be present in the start script.
2. It is no longer possible to open scripts belonging to different project. If this is required, open another designer instance.
3. When renaming a campaign field, any references to a campaign field will remain unchanged. Previously the script that owned the campaign field definition also had its references renamed.
4. If you want to edit the script XML manually to change the campaign fields, you can no longer edit campaign fields when script is closed with a view to refreshing the designer when reopening, you must close the project and reopen the project.