Tegsoft Release Notes (20241014)

A. Introduction

Welcome to the release notes for Tegsoft.

The release notes include key details about Tegsoft releases, including information on new and improved features, and bug fixes. Please review the topics carefully, as they include late-breaking information that may not be available in other Tegsoft documentation.

Tegsoft is a software company that follows CMMI standards, please check support process articles for further details.

There are seven stages in the development process

1. To Do: Any development task starts with this stage.

2. In Progress: Once the development process starts, the task moves to this stage.

3. Waiting/Blocked: If any external action is required (like sample data, customer feedback, some sub-results, etc.)

4. Test Waiting: Tasks are moved to this stage after development and developer tests are completed.

5. Test In Progress: All the development tasks that have an impact on the Tegsoft baseline always go through the test process. The test process is part of the Quality Assurance Policy of Tegsoft Company.

6. Test Failed: After the test stage if any update is required; because of a major malfunction, minor errors, styling/multi-language issues, or any quality issue; the task goes from the "Test In Progress" stage to the "Test Failed" stage.

7. Done: Once the task goes through all the automated/manual testing processes successfully, the task moves to the "Done" stage.  

Active sprint tasks can be monitored from this link.  

There are three types of major releases for Tegsoft products,

• Alpha Release: This release includes all the updates developed and tested by the developer. The "alpha release" is the most frequent release of the major three. Once related development is done and tested by the developer Alpha Release is created automatically. So this release includes all the updates for the tasks in the "Waiting/Blocked", "Test Waiting", "Test In Progress", "Test Failed" and "Done" stages. This release is not recommended for critical production environments but is usually stable enough to apply after user tests. Applying directly without tests may cause unexpected results and loss of time or money. UAT or Pre-production environments are always recommended for a better upgrade experience.

• Beta Release: The Beta Release is produced by sourcing an Alpha Release, so it basically includes all the updates of that Alpha Release. Some tasks/updates included in the "Beta Release" may be fully tested and some may be included just after the developer test. Beta releases are more stable than the "Alpha Releases", and they are published after Regression Tests. Tegsoft Test Team performs automated and/or manual testing steps before calling out an "Alpha Release" as a "Beta Release". Once Beta Release is published, some test results may be published with it. You can check this article link for further release-specific details frequently. Beta Releases are usually published once a week or biweekly.

• Stable Release (SR): This is the published release of Tegsoft products and it includes only the "Done" stage tasks. Even though, this release is published after several tests and is safe to apply directly, a UAT or Pre-production environment is always recommended for a better upgrade experience. Just because of several testing and quality assurance steps usually SR is behind Beta Release and is rare in publishing frequency. All the SR details are published in this article link. SRs are usually published once or twice a year.

    You can access on-premise upgrading instructions with your partner credentials via this link.

B. Information About Release Notes 🔍

The purpose of the Release Notes communicate the major new features and changes in this release of Tegsoft. It also documents known problems and workarounds.

This Release Note is comprised of four sections:

1. What's New?

New Feature Notes describe and announce the new features of development for Tegsoft products. Every item listed under this section describes the basics of a newly developed feature. Detailed descriptions/instructions will be accessible from the links provided at the end of the new feature description.

2. What's Improved?

Improvement Notes describe changes, in a feature/function that is already active.

The types of changes are listed below:

• Data field updates (removal or addition of fields)

• Changes in reports or applications

• API functionality changes

• Performance improvements

• Layout changes

3. What's Fixed?

Fix Notes are the list of known and fixed customer-reported defects or security fixes. Some instructions or workarounds may be described.

4. Related Documentation

Related Documentation is the list of links for more information related to the release.

C. Pinned Notes 📌

D. What's New? ⚡️

1. The webrtc.qualify parameter has been published. (DEV-3988)
The Tegsoft WebRTC (Web Real-Time Communication) feature is a widely used telephony type for agents and UC clients. It now includes the webrtc.qualify parameter, which is set to "false" by default.
- Enabling the parameter will immediately detect connection issues and immediately notifies agents of any technical errors.
- Disabling the parameter can save resources and simplify operations when connections are stable.

2. New hangup features have been added to enhance call management. (DEV-3941 / 129118)
- The hangup button for secondary calls is now positioned on the far right to avoid accidental clicks.
- A confirmation prompt appears when ending a call on hold: "Are you sure you want to hang up the call on hold?"
- If confirmed, the call will be terminated. Otherwise, the hangup request will be ignored.
These enhancements simplify managing multiple calls and reduce the risk of accidental disconnections.

3. Detailed logging for web service requests and responses is now available. (DEV-3932 / 129063)
- It logs key details, including headers and full request/response data to improve visibility and diagnostics.
- A custom flag allows logging to be toggled, ensuring stability and minimizing system load.

4. Color-coded talk time tracking has been added. (DEV-3869)
Talk Duration Color Indicators
- Green: Remains green for the first call in a skill or when the talk time is within the skill’s calculated average.
- Yellow: Changes to yellow if talk time exceeds 70% of the skill’s average.
- Red: Changes to red if talk time exceeds 100% of the skill’s average.
The timer and color reset after each call.
Average talk time is dynamically calculated for each skill.

E. What's Improved? ⭐

1. Dynamic Report filters have been enhanced to support more advanced parameters. (DEV-3956) For more details, please check the Dynamic Excel Report article.

2. Number masking CDR performance has been improved. (DEV-3943)

3. Campaign CDR-based report has been improved. (DEV-3891)

4. CRM performance has been improved. (DEV-3848 / 128896)

5. Sending single WhatsApp and SMS messages using templates in the agent desktop solution has been improved. (DEV-3655 / 128412)

6. Major performance improvements have been published. (DEV-3571)

7. Memory and CPU performance optimizations have been published. (DEV-3874 / 128962)

F. What's Fixed? 🔧

1. The issue causing errors in the Speech Analytics system when a campaign was deactivated while an agent was on a campaign-related call has been fixed. (DEV-3966 / 129182)

2. Application errors that occurred when calls were terminated too quickly have been resolved. (DEV-3942 / 129115)
This issue typically happened when calls were ended immediately after dialing incorrect numbers. All calling features are now fully functional, including making calls, placing calls on hold, hanging up, and adding a second call.

3. The issue with VPOS transaction reports, where provision details such as order date and provision date were not displayed, has been fixed. (DEV-3920 / 129068)

4. The hang-up issue with Attended Transfer on non-WebRTC (Desktop IP phones) has been fixed. (DEV-3806 / 128782)

5. Answer Rate with Overflow (ARwO) display issue has been fixed. (DEV-3793)

6. The issue with missing audio announcements during IVR transfers has been fixed. (DEV-3760)
All announcements are now properly included when the IVR transfer script is executed. This feature is part of the IVR Transfer tool.

7. Delays in the RealTimeAgentsData API have been fixed. (DEV-3654 / 128404)
Agent status updates (e.g., Ready, Not-Ready, In Call) and statistical metrics (e.g., total call count) are now synchronized instantly between agent desktops and the system dashboard.

8. Several issues with IVR Designer in V3 have been fixed. (DEV-3644)
- Newly uploaded IVR announcements now play correctly during calls, ensuring no silence occurs.
- The error preventing updates to IVR group settings with the message "TBLPBXFILES column cannot be empty" has been fixed, allowing settings to save properly.
- Additionally, the IVR copy button, which was present in V2, has now been added to V3.

9. The issue with logging transferred calls has been fixed. (DEV-3516 / 127907)