TMAC Release Notes

VersionDate ModuleTypeDescription
3.1.07.022018 July 02TMACChange

 

 

 

Fix

 

New

1.Enable disable phone session takeover using a global config.

2.Never timeout tmac agent sessions (when there is no get event commands).

3.Change tmac to use agent tsapi connection to get agent status in loop.

 

4.Second chat answer issue fix

 

5.Added method to get fax-line number from db

3.1.06.262018 June 26TMACNew1.Generic cti event and genetic cti command added to exchange exta events and commands between cti server and tmac service consumers (TMAC UI, custom libraries).
3.1.06.192018 June 19TMACFix

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Change

 

 

 

 

 

 

 

New

1.For workqueue based chat routing, If ACW is enabled after call it was showing ACW-OnCall – Issue fixed to show only “OnCall” until chat disconnects Interaction history, current chat data was showing”chat disconnect”. – issue fixed to avoid showing “chat disconnect” for ongoing chat

2.For workqueue routing, Chat queue transfer issue for manual answer – issue fixed to allow manual answer even for a transferred chat.

3.Interaction history and transfer transcripts was showing audio/video signal messages – issue fixed to avoid showing AV signal messages in IH

4.For Chat whisper, second agent was not receiving message – issue fixed. Now the second agent can receive the messages while on whisper mode.

5.Chat auto answer fail issue due to limit call FAC unhold (while using Avaya CM for routing) – issue fixed. Second chat can be auto answered with new release.

6.Selected chat tab remain in hold state after closing second chat tab (with Avaya CM routing) – issue fixed. Now the selected first tab will go to connected state after closing second chat tab.

7.Voice callback subsessionid was using first outbound call UCID if agent tries to make more than one outbound call for an assigned callback. – issue fixed. Voice callback subsessionid will have original incoming UCID even for more than one outbound call

8.When AgentSession_UseMainVoiceLibrary enabled, TS events were logged for all agent sessions- issue fixed to ignore TS events which doesn’t belong to an agent session.

9.Auto reponse time-out triggered thrice issue fixed.

 

10.For chat interactions, use VA sessionid as groupid in interaction history. So the VA chats messages and agent chat messages can be shown in interaction history UI.

11.Use AGT_ChannelCount table to get the allowed tab count for each channel. And the channel name can be a dynamic value which is configured based on installation.

12.Channel segregation for textchat, audio and video based on type of the chat interaction.

13.Name of text chat channel changed to “TextChat”.

14.For text chat AV escalate, update Subchannel with the escalation type (audio, video).

 

15.Added chatmode for textchat.

16.New interaction type created to handle fax (FaxInteraction). Inbound and outbound fax handling added to TMAC and TMAC UI.

17.Voice library changed by adding SendGenericCTICommand and OnCTIEvent to send generic commands and events between TMAC and CTI server.

18.Added SendGenericCTICommand method to send generic CTI commands.

3.1.05.232018 May 23TMACFix

 

 

 

Change

 

 

 

New

1.GetQueueStatus for non PBX issue fixed.

2.Whisper barge in issue fixed by adding new conference agent list and forwarding event.

3.For non PBX ‘Station in use’ and ‘Destination in use’ is added.

 

4.Changed the logic for TextChatTrascripts, We moved from session level to main level.

5.Chat session id is passed in TextChatTransferToServer to get transcript by chatSessionID.

6.Text chat transfer to queue, isTransferred is informed by adding ‘t’ to workqueue ‘otherdata’ paramter.

 

7.Added new method GetQueueColorCodes.

8.Added Transcript for TextChatToQueue.

3.1.05.172018 May 17TMACChange1.AgentStaffed details to return stationinfo and logged agent PC IP.

2.Added Lan ID in return of login errorDetails.

3.Textchat Disconnect after transfer will return new Reason “AgentChatTransferCompleted“.

3.1.04.102018 Apr 10TMACNew

 

 

New

 

New

1.Assign VoiceInteraction subSessionId insertion based on config. And use Incoming session id as the subsesison id for outbound calls if made from same tab.

 

2.TextInteraction sendText chat with template id

 

3.Workqueue based routing – routing based on dynamic channels. Channels can be configured in DB

3.1.03.202018 Mar 20TMAC

TMAC

TMAC HTTP Proxy

New

Fix

Fix

1.Send Agent Status Change Reason with status event to UI

2.Textchat interaction double disconnect command issue fixed

3.Textchat interaction double disconnect event issue fixed

3.1.03.152018 Mar 15TMAC WS ProxyFix1.static Dictionary changed to static concurrent dictionary to avoid dictionary issues
3.1.03.082018 Mar 08TMACChange

New

 

New

New

1.New textchat client library added for RemoteEndClosed with reason code

2.Changes done to find the TextChat interaction subchannel based on customer info json data. Use chatJsonConfig.config to find the SubChannel for text chat

3.Write chat customer info json data to interaction table (other data column)

4.To save text chat other data as a Json in interactions table – configurable

3.1.03.082018 Feb 26TMACNew

New

New

New

New

New

1.Auto discovery of station number based on agent ID and create agent session without using TSAPI lisence

2.Login to TMAC without a PBX using dummy stations

3.Validate lanid and password against LDAP for agent logins

4.Chat transfer across tmac servers while using workqueue routing

5.Load AUX codes based on agent’s team

6.AUX change controlled using max count allowed for a given aux type

3.1.02.202018 Feb 20TMACNew

Change

1.Capture password from UI to login to Cisco Finesse

2.Encrypt MariaDB connection string passwords for master slave config

3.1.01.242018 Jan 25TMACChange

New

1.Textchat library updated

2.AppMessages for text chat included

3.1.01.182018 Jan 18TMACFix

Change

Change

1.Issue on GetQueueStatus for non Cisco environment fixed.

2.FB post channel changes to add picture URL.

3.Extra logs added for chat interaction wait timer

3.0.11.062017 Nov 06TMACNew

New

New

1.MariaDB integration for TMAC

2.Cisco finesse support

3.Voice interaction to support camp manager

3.0.10.252017 Oct 25TMACNew

New

1.Load intents from iw and db and merge both

2.Connect to camp manager to get original UCID for saved contact

3.0.10.232017 Oct 23TMAC

 

TMAC UI

New

New

New

1.Read language list from config

2.ChangeLanguage command to change lang before call disconnect

3.TMAC Ui changed to show extra ivr data (uui, intent, language)

3.0.10.092017 Oct 09TMACChange

 

New

1.text chat interaction changed to stop issuing StopChatSession command to chat server for agent to agent transfers

2.send Direction,OutgoingCallEvent with CallConnectedEvent to UI and third parties

3.0.10.042017 Oct 04TMACFix

New

Change

Fix

New

1.Voice interaction changes to handle consult transfer party disconnect scenario

2.New methods added to load the speed dial list based on channel

3.Interaction history text filed to save more than 250 chars based on config

4.Interaction history text with single quote was inserting double quotes into DB. Fixed in this version

5.Move agents from once TMAC server to other gracefully

3.0.09.212017 Sep 21TMACChange

Fix

New

1.hold timer alert events changed for text chat interactions to send the hold time to UI

2.TSAPI server ManualIn was calling AutoIn. Fixed the issue TSAPI Client library

3.New message added in chat transcript history for barge-in so the supervisor can see when the transfer happened

3.0.09.182017 Sep 18TMACNew

Change

Fix

New

New

1.Write all CTI events to TMAC_CTI_Events table

2.LimitCallFac enable and disable actions it written to TMAC_Interaction_Actions with the reason and result

3.First chat call for a agent session to trigger LimitCallDisable fac

4.Save outbound call ringing event to interaction actions table

5.Save interaction session id to interaction actions table

3.0.09.122017 Sep 12TMACChange

 

New

New

1.TMAC chat interaction to use config file for chat user data (json) parsing with additonal string operations (split and substring)

2.New method added in Tmac Http proxy to load staffed agents from all the servers

3.Supervisor chat barge-in across TMAC servers. Supervisor and agent can be in different TMAC servers

3.0.09.062017 Sep 09TMACChange

New

1.TMAC chat interaction to use config file for chat user data (json) parsing

2.TMAC to send a logout event to external listeners on logout

3.0.08.292017 Aug 29TMACFix1.TMAC to insert text chat transfer count and transfer agent data to interactions table
3.0.08.252017 Aug 25TMACFix

 

New

Fix

 

New

1.Interaction history insert with single quote was failing to text chat data insertions. This issue is fixed in this release

2.To push Interaction data to multiple data servers

3.Limit call disable on logout function was having issue because the securityLogout was done before make call. Fixed in this release

4.New incoming call action called “none” added to the list. It can be used when there is no action required but we want to set a sub channel for an interaction

3.0.08.162017 Aug 16AuthServerChange1.All DB write transactions changed to asynchronous mode. This is to make sure the TMAC login is not impacted due to a DB slowness. And all dictionaries changed to concurrent to make sure it is thread safe.
3.0.08.112017 Aug 11EMMFix1.EMM – Handle outlook email replied data (category) for inbox item and outbox item in two different threads.

2.EWS Adaptor – unsubscribe and subscribe for events when a disconnect happens

3.0.08.102017 Aug 10TMACNew1.Text Chat Interaction : Calculate Agent Wait time & Customer Wait Time Aggregate for each Interaction
3.0.07.202017 July 20TMACNew1.New method created in TMAC to add generic events to a agent session from an external applications..
3.0.07.192017 July 19TMACChange

 

 

New

1.All static dictionaries converted to concurrent dictionaries. Static dictionaries can sometimes lead to CPU usage issues.

 

2.Dial limit call fac enable on login and disable on logout if the total chat tab count is less than 2

3.0.07.062017 July 06TMACNew1.Send Incoming Event as part of Voice Call Connected Event to external server layers.

2.Send incoming call event, outbound call event, makecall source and Id to external server layers

3.New method added to LogoutWithReason for TMAC UI and Supervisor module to call with reason.

4.new EndChatWithReason method added to accept end reason from UI.

5.FreezeTextChatAutoResponse method added to stop auto response messages

3.0.06.292017 June 29TSIPFixMoved all DB writes to new thread to make sure call flow is not affected by DB delays
3.0.06.222017 June 22TMAC ServerChange

 

1.To send voice incoming event data along with call connected event.

2.For chat tab, when closeTab is called, need to check if the interaction is still active and issue EndChat.

3.0.06.192017 June 19TSIP

TMAC Server and Client

 

TMAC Client

Change

New

 

 

 

New

New

 

1.To show the actual VDN name in cherry pick list

2. To have separate roles 1) Normal Agent with Agent functionalities 2) Agent Functionalities & Cherry Picking 3) Agent Functionalities & Supervisor Module

 

 

3.Agents to have ability to initiate an instant message to supervisor

4.When an Instant message or a broadcast message is sent if the TMAC is not in focus to enable a pop up / alert window on agent screen

3.0.06.152017 Jun 15TMAC Server

 

 

 

 

 

 

 

 

 

EMM

Fix

 

Fix

New

New

Fix

 

 

New

Change

 

Change

1.SMS CSAT survey trigger for transfer and conference scenario handled. Triggering to first agent or second agent can be configured now

2.Invalid state error during a Text Chat transfer issue fixed

3.Interaction actions implmented for text chat channel

4.Inserting interaction actions to Database tables for reporting and troubleshooting purpose

5.If agent logoff during a AES recovery, the agent session goes to zombie state and when the AES is back the staiton monitor happens again. So station monitor doesn’t get cleared and it impacts other agent logins. Fixed this issue

6.Transfering text chat across TMAC servers enabled

7.Relationship added between tables (TMAC_Interactions, AGT_Agent_TimeTrack, AGT_AgentStatusTrack, TMAC_Interaction_Actions) to generate interaction reports easily

8.Email manager EWS connector move event handling to be done at only one emm server at a time

3.0.05.242017 May 24TMAC ServerChange

New

New

Fix

New

New

 

Change

1.Add InteractionID as an additional parameter for external listener servers

2.TextChat – agent requested callback success event is sent to external listener servers

3.TMAC server to notify external listener servers for SelectTab (voice and chat)

4.Issue SecurityLogout on agent session when MonitorStation failure happens due to invalid extension

5.TMAC to notify external listener servers layer for “InteractionCloseEvent” (Tab close) for both voice and chat

6.TMAC chat interaction to send “TextChatUserMessageWaitTimerEvent” event repeatedly when no response from user in given intervals. These intervals and messages will be configured in chat templates

7.TMAC server to send CallType with voice call disconnect event

3.0.05.222017 May 22TMAC Server

TMAC Server

Email Server

Change

 

Change

 

Fix

1. TextChatUserConnected event to have TextChatIncomingData, TextChatDisconnect event to have sessionId

 

2.Text chat interaction text in Interaction History to support unicode charactors

 

3.EWS Adaoptor connection reopen on Error and Disconnect made thread safe

3.0.05.162017 May 16TMAC ProxyChangeWebSocket layer logs added
3.0.05.162017 May 16TMAC AuthServerChangeAuth server old session clearing enabled
3.0.05.082017 May 08TMACFixAUX timer was not stopping after a IVR transferred call is sent back to TMAC voice intercation.
3.0.04.202017 Apr 20TMACFix

 

New

New

Change

New

1. There was an exception during TabClose (interaction close) method which caused the interactions to keep growing. Issue is fixed in this release

2. New functiontinality added to reload TMAC server configuration in runtime.

3. Integrated TMAC with Tetherfi CTI server for voice channel operations.

4. Extra logs added for TMAC and proxy for event, command (input and output) logging

5. TMAC outbound calling number modification based on configured rules

3.0.04.032017 Apr 03TMACChange

 

Change

New

1. TMAC to support TLS 1.1 and TLS 1.2. TLS version is configurable now. Based on the server TLS version, it can be configured

2. Load Agent list for outbound, transfer, conference in TMAC UI based on team. This setting is configurable

3.Caller ID masking for inbound calls based on predefined rules.

2.1.02.142017 Feb 15TMACFix

 

Change

 

 

Change

Fix

 

New

 

New

 

1. TMAC was starting voice process in multiple threads. Due to this, VP was not started properly. With this new release, TMAC will open VP in a thread safe manner.

2. FAC limit call dialing was failing for voice interaction if the call was connected before limit call fac dialing. With new release, if the fac limit call dialing fails in incoming event, it will be tried again in connect event by putting main call to hold and then unhold it.

3. UUI data event changed to a priority event

4.For TextChatInteraction, after an AES recovery RemoteUserConnectedEvent was receiving before IncomingCallEvent. With this new release event sequnce if fixed.

5. New data insered to TMAC interactions table (Transfer and Conference out count, Transfer anc conference out agent Id, AcwTime, QueueTime)

6. A socket server added to TMAC to send all agent session events to any third party via a web socket connection

2.1.01.252017 Jan 25TMACFixFix for issue reported during 2.1.01.10 text chat channel json related changes
2.1.01.112017 Jan 11TMACNewInteraction recovery during TMAC server failure for TextChatInteraction added
2.1.01.102017 Jan 10TMACFix

 

Change

1. For text chat channel, incoming event and connect event sequence was wrong after AES recovery. This issue is fixed with new release. Now the event sequence is correct. UI will receive connect event followed by incoming event

2. TextChat interaction changed to receive Json data from chat server

2.1.01.052017 Jan 05TMACNew

New

Change

1. Voice channel supervisro barge-in feature added

2.Supervisor module for voice barge-in

3.For voice call transfer, use agent station instead of agent login ID (configurable)

2.0.12.302016 Dec 30TMACNewTMAC changed to work with SIP CTI server to control SIP calls
2.0.11.172016 Nov 17TMACNew1. TMAC changed to work with SIP CTI server to control SIP calls

2. Capture agent state changes to database table

2.0.11.162016 Nov 16TMACChange1. If TSAPI security login fails during voice process recover, try it again when a command is triggered.GetTServers method call made configurable
2.0.11.062016 Nov 16TMACChange1. If the voice library channel creation fails during recovery, keep trying to recover on each command
2.0.11.022016 Nov 02TMACChange

 

New

1. Enhancements to control agents from using same station and agent id for different logins. Especially when agents use hard phone to logoff and login
2. Agent time track table added to capture agent login time and skill details in database
2.0.10.312016 Oct 31TMAC

EMM

New1. Tetherfi SIP phone with TMAC SIP CTI released
2. Outlook plugin based email management and routing features added
2.0.10.202016 Oct 20TMACFix

Change

1. TMAC memory leak caused by service references fixed
2. Removed old email channel unused source codes completely
2.0.09.272016 Sep 27TMACFixAES recovery issues fixed for 64 bit mode (when using voice process)
1. If the agent logout happens during AES recovery loop, TMAC show exit the loop and stop trying to recover
2. If TMAC could not recover any of sessions within 900 interactions, it should not kill TMAC process. Instead, it should kill the relevant voice process.
3. Voice process should have more than one way to detect TMAC process availability.
a. Check parent process by process ID
b. Try connecting to TMAC server over WCF (pipe). If this fails, voice process can consider that TMAC is not available
2.0.09.232016 Sep 23EMMNewEmail sending enabled using EWS. Now EMM supports SMTP and EWS both
2.0.09.162016 Sep 16TMACNew1. Evaluation license introduced for TMAC server
2. Selective listening hold feature added
2.0.09.092016 Sep 09TMAC

WorkQueue

Fix

Change

1. Agent session timeout monitoring issue fixed (for session based monitoring)
2. Work queue DB write special character handling
2.0.09.072016 Sep 07TMAC

TMAC UI

New1. Interaction recovery for all channels except TextChatInteraction completed
2. Voice tab icon added
2.0.09.012016 Sep 01TMACNewTMAC changes for voice conference – conference comment, blind and consult indicator in all conference events
2.0.08.282016 Aug 28TMACFixNon real time interaction routing issue fixed
2.0.08.262016 Aug 26TMACChange

New

Change

 

 

 

 

New

Change

1. Controlling (blocking) multiple concurrent login requests from UI
2. Supervisor barge-in features added to TMAC server voice channel.
3. GetTServers command disabled:
TSAPI GetTServers command was causing lot of delay when any of configured AES servers are not available on network. This was causing the TMAC UI Login command to timeout. With this new TMAC release, GetTServers command is no longer used. Users will not see the available TLinks in log files anymore (This method cannot be invoked in a separate thread because it might lead to access violations and corrupted memory in TSAPI library)
4. Blind conference and Blind transfer method for Voice exposed to UI
5. Work Queue routing logic made configurable
2.0.08.102016 Aug 10TMACNewSMS survey enabled for voice calls
2.0.07.222016 Jul 22TMAC SDKNewconference blind and transfer blind in tmac sdk
2.0.07.122016 Jul 12TMACNewNew EMC email channel integrated with TMAC (EMC works with Avaya AACC)
2.0.07.052016 Jul 05AuthServerNewHA introduced for Auth server
2.0.07.042016 Jul 04TMACNew1. Limit call feature:
Limit call feature (Feature access code) allows the agents to limit the incoming calls when they are handling a call. New TMAC version supports enabling and disabling this feature automatically based on incoming voice call properties and agent tab count properties.
When agent receives inbound ACD call, TMAC will dial limit call fac (configured in CM) number from the second line of the station even before answering the call. Once the fac call is disconnected, incoming call will be auto answered based on configuration.
And, when this incoming call is completed, TMAC will dial the limit call disable FAC to disable it.
2. Dialing FAC is decided based on few parameters in config.
3. AnotherAgentConferencedCallToMeEvent and AnotherAgentTransferedCallToMeEvent send implemented:
Previous TMAC had these two events but was never sent to UI. With this new version, both these events will be sent to UI so the UI can act accordingly.
4. AnotherAgentTransferedCallToMeEvent – this event is triggered when another agent transferred a call to this agent and completed the transfer successfully.
5. AnotherAgentConferencedCallToMeEvent – this event is triggered when another agent conferenced a call with this agent and completed the conference successfully.
2.0.06.242016 June 24TMAC, EMMChangeEmail handling totally moved to EMM.
2.0.06.222016 June 22TMACFix1. Agent session mixing issue fix:
Agent A logged in to station A1. And A logoff using the hard-phone and immediately login to another station (B1) using TMAC UI. At this time, the previous agent session (A+A1) becomes dangling. And it will keep monitoring the A1 station and cause unexpected results.
As a fix to this issue, we now do three step validation while agent login. 1. Check if the same station and agent id is used, 2. Check if the station id is used, 3. Check if the agent id is used. Above option #1 and #2 logic was already there in previous version. #3 logic was added later. So if the same agent tries to login to different station while he/she is having a session in TMAC server, it will first terminate the old session before creating the new session.
2. Agent logout -1000 issue :
In session timer expired, when we try TSAPI agent logout we get -1000 as a result code when the agent is logged in to different station than this session. If this happens we terminate the session.
2.0.06.022016 June 02TMACFixDuring the BlindTransfer, TMAC will receive Initiated and Originated event once the Transfer is initiated. In some instances, above events were received even before the TSAPI Transfer method call return or both happens at the same time with very small gap (less than 30 ms). Due to this, TMAC could not differentiate above “initiate” and “originate” events for transfer and normal outbound calls. The issue was addressed by adding a mutex lock for transfer and conference scenarios. Though it was observed only in blind transfer, there is a chance that it might happen for normal transfers and conferences. So we have done the fix for both transfer and conference.
2.0.05.202016 May 20WorkQueueNewHA introduced for work queue
2.0.05.172016 May 17TMACNew1. DeflectCall for TextChat channel:
Deflect call feature added for text chat channel. If agent receives a text chat call while he is working on a voicecall, then the textchat cannot be auto answered. TMAC server will check the start time of this text chat call using UCID epoch time and decide if the call has to be deflected to another VDN.
2. Save interaction data to database:
TMAC will now write interaction data to a new table which can be used for reporting purpose. Below information will be added to database:
Channel, CreateTime, PhoneNumber, SesisonID (UCID), AgentID, VDN, Queue, CloseTime
2.0.05.122016 May 12TMAC SDKNewTMAC client sdk for js released
2.0.05.092016 May 09TMAC

TMAC UI

New1. New method “GetAgentListStaffed”:
New method exposed in TMAC server and Proxy for UI to get a list of logged-in agents from both primary and secondary TMAC servers. The result is similar to existing “GetAgentList” but the return data is different. “GetAgentList” returns the agent list from DB tables.
2. Log AES socket connection data:
TMAC server will log the socket details once the AES SecurityLogin is success. The log line will have AES IP and port which voice library processes is connected to. Logs will be printed in main server log and voice process logs
3. Email Merge, Split, Bulk reply, Bulk Transfer
4. SMS and FB bulk response
5. Voice process named pipe channel recovery:
6. TMAC code modified to add recovery options for voice process named pipe channel fault states. If the TMAC to voice process communication channels enters any fault state, two things can be done: (configurable in TMAC server config)
⦁ Terminate and recreate voice process
⦁ Recreate the named pipe channel
7. cxdata panel – call button added
Append the email sesison id to subject while sending out (front-end)
Non-editable email content in editor
2.0.04.282016 Apr 28TMACChange

New

New

1. SMS and FB code moved out from TMAC to SMS manager and FB manager
2. SMS and FB post bulk close in workbench
3. CCL and history taggingEmail bulk reply and close in workbench