Release Notes

Call requests that are unfulfilled by a linked campaign on closure are now re-fed into the assignment queue and requested from the next linked campaign in the processing of the master.

There is now an explicit check for this custom outcome, to treat it as complete or as per explicit retry rule for that type.

See also Agent Outcomes.

Only Softdial CallGem™ can propagate routes on behalf of other services. CM can only advise its ability to route. This prevents TCP clients from making a socket connection to an instance of CM and addressing other instances.

This behaviour is now configurable using a new registry key - LogoutNotRehome (REG_DWORD).

If set to

• zero (default) - behaviour remains as described above
• a non-zero value, any agent whose home campaign is closing will be logged out of their blended campaign when it is safe to do so.

Slave-licensed machines now send an initial agent count to the master server on first connection.

If the record is

• fresh - put back to an 'undialed' state
• retry or has a scheduled time - apply the overdue retry offset and then run this through the retry algorithm, to take into account shift boundaries, timezone, RTTC.

Because the services involved may vary between users systems, delayed retrying has been implemented for this specific scenario. The check is retried every 5 seconds for up to 2 minutes. A log entry indicates when this is happening.

Moved start and end of day times to schedule tab, added 24 hour option.

Server-side validation of schedule also enforces stop campaign schedule being no later than end of shift time. If start time scheduling, if the start time is more than 30 minutes before the start of shift, scheduled start is set to start of shift as a sanity check measure.

Changed rules to allow 24*7 campaigns not to set an expiry time (unless timezone-managed).

Made default behaviour auto-sizing of cache, optimised cursor sizes.

Changed schedule delay to 5 seconds.

Changed scheduling to start/stop link master campaigns before standlone and link slaves.

Defaulted max retries when accelerated to 1 (existing behaviour) and added UI to configure max overall retries for accelerate phase.

To disable the semaphore, EnableScriptCheckerSemaphore needs to be set as a REG_DWORD with value 0.

• LD1 - Reset tables for the campaign specified by the CY parameter, and all campaigns linked to it
• LD2 - Reset tables for all campaigns for this tenant (ignoring the CY parameter)

1. Calls shown as connected on agent screen but not connected.
2. Contact skips to the next record while being previewed.

Essential update for users running 10.6.796 and later. Change introduced in V10.6.796 caused failure in updating the campaign list due to failing SQL updates. This issue can be recognised by the following exceptions in the Softdial Campaign Manager™ logs:

[Microsoft][ODBC SQL Server Driver]COUNT field incorrect or syntax error

Added control of whether a Data (DT) parameter update failure causes the database rollforward recovery to take place. This is now governed by a registry value: DBFailOnDTUpdate, REG_DWORD, defaulting to 1(true). Set to 0 if data integration may cause database failure errors.

Also added a registry value TableNameRegex, which is a regular expression that table names must match in order to be valid. The default value for this registry value is

^(?!audit)(?!AUDIT)\w+$

or any table with a name not beginning 'audit or 'AUDIT'.

Estimated Wait is an estimate of the current wait time for the call to be answered, as opposed to AW which is the Average Wait historically. If the average handling time is long and if there is a significant change in the parameters affecting average wait time e.g. removing agents from campaign or an influx of inbound calls, the Estimated Wait time could be significantly different from the Average Wait time.

Note this is an estimate based on the conditions at the time the message is played to the customer.

Note that if the CR Parameter is not present (causing the 'Completed' field to be reset, the other data items relating to the record could have a Switch Result and Agent Result so these will have to be updated. See Updating Campaign Tables.

The abandoned calls need to be sent to the 'optout' queue which can be setup via the legacy namespace. If the caller presses '1' when the call is in the 'optout' script, the number will be marked as 'DNC' in the tenant's DNC list (using the Opt Out [OO] message).

After the number is marked as 'DNC', all new numbers are checked as with new normal DNC checks, though numbers already sent to the dialer won't be checked.

See also Softdial Scripter™ Features.

LegacyFraming, REG_DWORD, defaults to 0 (false).

New Registry Key: SSMDCallbackLookaheadMins (REG_DWORD, defaulting to 10) which is the number of minutes ahead that Softdial Campaign Manager™ will look ahead for callbacks.

Queue prioritisation now orders queues based on whether queues are within SLA:

• For queues outside of SLA target:
  • queues are ordered by priority.
  • where queues of equal priority, queues are ordered by SLA performance (worst first)

After queues outside of SLA are processed, queues within SLA are processed, ordered as follows:

• For queues within SLA target:
  • queues are ordered by priority.
  • where queues of equal priority, queues are ordered by SLA performance (worst first)

The new key is: CallbackstoObserveCallExpiry This is a REG_DWORD value defaulting to 1 indicating that by default callbacks will be limited by call expiry time. To enable callbacks not limited by expiry time set this value to 0.

A new configuration item (optional) has been added to enable the minimum required tone length to be increased from the default of 64ms. This will stop the recorded messages triggering the ring tone detection if it is increased to 120ms (for example).

The new item which can be in the config.xml is:

<summary>For detection of basic tones, the minimum length in ms that must be present to trigger detection of the tone.</summary>
public int toneDetectionMinOnTime = 64;

So for example: <toneDetectionMinOnTime>120</toneDetectionMinOnTime>

If not specified the setting will default to 64ms.

In addition to the code change, if the client wishes to prevent the database being updated they may use the NonUpdatableColumns Registry entry, which takes a comma delimited list of columns that will not be updated during a DBUpdate.

1. Caller Abandon (the caller hung up while in queue)
2. Call Drop (the caller was dropped by the ACD as a result of Queue Expiry)
3. Expired (the call expired from queue and was sent elsewhere; another queue or a direct transfer)
4. Agent Completed (the call was dequeued to an agent and handled)

These should now all work as described and be counted correctly in Status Viewer.

Note that on upgrade, if Dialing Cycle Outcomes id 11 and 12, and Outcome Categories id 15 and 16, are already being used by custom entries, the new Outcome Categories and Dialing Cycle Outcomes are not added to the Namespace.

Dialing Cycle Outcomes 11 and 12 now pick next available Outcome number if 11/12 are taken. Outcome Category numbers are hardwired and should not be edited by customers.

Registry key is VirtualAgentMaxWrapTime and is a DWORD with a default of 60 (seconds).

28 10:33:55.237 2928 General Exception: SetStandardFieldValues: 5

1. Agent specific callback is due
2. Pooled callback is due 3. Otherwise use general pool

The split recording feature allows for additional call recordings with different choices of audio source to be written in parallel with the regular recordings. To facilitate the feature Softdial Telephony Gateway™'s recording functions were modified to allow for a single recording to be started, but for multiple combinations of audio source (Customer, Agent, Customer + Agent) to be sent to different files in parallel.

The user required a limited subset of functionality, therefore a method of configuring split recording was added which addresses their needs and it is not a fully configurable and general feature that would cover other possible requirements. To enable split recordings, add one or both of the following to the config.xml file as required:

<makeSplitCustomerRecording>true</makeSplitCustomerRecording>
<makeSplitAgentRecording>true</makeSplitAgentRecording>

To specify where they should go, add this:

<splitRecordingsPath>C:\SplitRecordings<splitRecordingsPath>

The path shown above is the default one, should that xml element not be in the config file. To specify how the filenames should be formatted you can specify an element in the config file, it is a .net format string and the available options are as follows:

/// If using split recordings, this defines how the name should be formed using the available information. ".wav" will automatically be appended.
/// {0} = Tenant Name (TD param)
/// {1} = Campaign Name (CN param)
/// {2} = Session Id (SI param)
/// {3} = Telephone number
/// {4} = Recording Unique Id (YR param)
/// {5} = Date (yyyy-MM-dd)
/// {6} = Time (hh-mm-ss-fff)
/// {7} = Type ("Customer" or "Agent")

The default is like this:

<splitRecordingsNameFormat>{2} {6}_{7}</splitRecordingsNameFormat>

which gives filenames containing the session id, time of day and specifies the contents (either 'Customer' or 'Agent' at the moment).

Any characters in the resulting string that would be illegal in a file name such as ':' in 'sip:' are converted to '-'.

The files generated using this feature are NOT intended to be used in any way by recording monitor. They are ONLY intended to be monitored and analysed by a 3rd party developed service which will perform speech analytics. Softdial Recording Monitor™should continue to monitor for, convert and store the regular recording files.

1. Any cache larger than 400 Cache is topped up when it drops 200 below the maximum.
2. Campaign closedown forces cleanup 60 seconds after campaign close(and waits another 60 seconds for cleanup activity to complete). The cleanup timer defaults to 60 seconds but is configurable on a Softdial Campaign Manager™ tenant registry value DBCloseTimeout, type REG_DWORD.
3. Fixed issue of duplication of newly added retries during campaign close.

Configuration elements exposed in config.xml . Two new option elements :

1. <DropCallIfNoAudioSeconds/> defaults to 3.0 and sets the length of time after a call connect that Softdial Telephony Gateway™ will wait for audio RTP packets to start arriving.
2. <NoAudioDetectionLatencySeconds/> defaults to 2.0 and sets the length of the gap in received RTP packets which will be accepted before Softdial Telephony Gateway™ decides that the far end is no longer connected.

See also note for 10.6.699 above

Registry Key:

• V10.6 (64 bit): HKEY_LOCAL_MACHINE\Software\Wow6432Node\Sytel\CMServer\[Tenant]\CleanOnStart
• V10.7: HKEY_LOCAL_MACHINE\Software\Sytel\CMServer\[Tenant]\CleanOnStart

Type: REG_DWORD

Value: If the key is omitted the default value is 1, perform this cleanup on start. To disable, set value to 0.

for more details, see Softdial Campaign Manager™ Registry Settings

Softdial CallGem™ Registry Key: TelephonySelectScript, type, REG_SZ

Set value to indicate the file name of an alternate script in the %SOFTDIAL_ROOT%\SP\Scripts folder.

The installer has been updated to always overwrite SelectTelephonyNode.py. so an edited file must be saved and restored after updating the installation.

This change adds support for a registry value DebugDNC (type REG_DWORD).

If set to a nonzero value Softdial Campaign Manager™ will exhaustively log DNC actions to the Softdial Campaign Manager™ log. In a dispute situation, this value should be set and Softdial Campaign Manager™ restarted. When active, loading of the tenant DNC and any subsequent updates are audited.

This generates verbose logging. It can be turned off in real-time and this will take up to 1 minute to take effect.

In the event of a failure to select a node the behaviour is to select the first node with free trunks or the node with maximum trunks if all nodes have all trunks in use.

1. Case 8161 has also fixed this to some degree. Softdial Campaign Manager™ now handles EC33, EC38 and EC675 notifications instead of sending a Number Back [NB] message. Calls returned with these error codes are rolled back to the same state they were in prior to being cached. Other errors not handled in a specific way, ie unexpected errors, have their Switch Outcome and Agent Outcome values both set to '999'.
2. When a Close Campaign [CC] message, no further numbers are sent to Softdial CallGem™ from Softdial Campaign Manager™. If this occurs in a linked campaign the block is propagated to all other running or opening linked campaigns of the same master.

A new field has been added to the tenant configuration section of the namespace. This sets an address which will be used in the case where a queue does not have one set, thus it is a default overflow address. The default LFO configuration is now used if there is no overflow address specified for a given overflow from queue.

POTENTIAL BREAKING CHANGE - see below

Implemented database connection failure, reconnect/ rollforward.

The interfaces for database and Softdial CallGem™ now behave slightly differently. Publisher now only creates temporary sql db3 files if the connection between Publisher and the SQL data source fails. Each XSLT transformation has a specific rule for whether the statement is allowed to fail. So for example all inserts to the agents table are allowed to fail:

<xsl:value-of select="odbc:Insert('agents',true)"/>

whereas most other standard inserts are not:

<xsl:value-of select="odbc:Insert('agentlogins',false)"/>

Statements that are allowed to fail will be ignored on failure. Statements that are not allowed to fail will result in Publisher operating in 'database failed' mode and caching statements in temporary db3 files.

Publisher should be able to deal with long-term disconnection from the SQL database and will add to the db3 file. Publisher polls for reconnect to the database every 30 seconds. On reconnect the rollforward mechanism throttles database throughput according to how fast inserts are processed, ensuring that it won't take up more than about 40% of the CPU load on the host. Until rollforward is complete, any new SQL is also cached in the db3 files.

On completion of rollforward Publisher reverts to directly writing SQL to the database.

Customers who upgrade to this change and need to retain their previous XSLT transformations may need to adjust the XSL insert statements as described above. For more information, please contact your local Sytel representative.

• 1 - if no date is selected, the date presented in the outcome of the control is the current date. When set to
• 0 - if no date is selected, the outcome of the control is blank.

A button for clearing the outcome is also enabled. The default setting is 0, i.e. no change from previous behaviour. See Softdial Scripter™ Engine Server Configuration

• # (hash character) - Route External without Recording.
• 0 - Route External with Recording.

The namespace client in Softdial CallGem™ has been updated to make this translation.

Added protection against campaigns closing before all Number Back [NB] messages have been sent. Additional logging to log why the campaign close is being delayed and which number back messages are involved so that their histories can be traced if necessary.

BREAKING CHANGE.

The i parameter of the XML document used with the Data (DT) parameter is no longer used to index the column field names. The n parameter (column name) is now used instead.

This change is required to make the data contained in this document extensible. The i parameter is retained in the document but set to '0' to avoid potential issues with XML/ XSD validation elsewhere.

New parameters had been added with type double - Routernet.dll code generation only supported float and has been updated to use double instead of float.

Also added support for handling floating point values on messages received from Softdial CallGem™. RouterNet.xml file has been updated to replace float with double on all messages.

In addition, if there is a choice of agents to select for blend, the system will select an agent without callbacks in preference to one that has callbacks. In the event that an agent with callbacks is subject to blend, the callbacks are returned planned not made (CA32 by default).

There is a new registry option - CallbackTrumpsBlend, type REG_DWORD - which is static and system-wide, that allows users to set callbacks to have a higher precedence than blending. This will result in the behaviour being as at prior to build 536, but with the system favouring selection of agents without callbacks.

Default if not set is 0. Any non-zero value will result in callbacks being treated as higher precedence than blend requests.

Secondly, when doing SIT or tone detection for dialed calls, if a SIT or Busy tone is detected then Softdial Telephony Gateway™ will no longer terminate the call immediately but will instead wait for qualificationTimeBeforeConnect (in the config.xml) seconds of time before acting on the detected tone.

This allows for slow arriving connect signals to take precedence. This is needed because there are some devices connected to phones that play a busy tone for a moment when the call is answered to fool dialers into detecting that the line is busy and drop the call (privacy device). With the new scheme the busy signal would be ignored because the connect signal will come quickly enough to take precedence.

1. Leading spaces are removed.
2. If the first char is a '+' it is replaced with International access code as per the registry.
3. All other non digits (anything other than 0-9) are removed.
4. Absolute size limit on this 'digitised' number is 18 digits.

This is purely for validation purposes; the stored numbers are not modified, i.e. they will remain in the database in the original format. It applies to DNC storage, lookup and also to numbers before they are sent to the dialer. In the latter case, the steps 1 thru 3 are now applied prior to checking against maximum length, but the numbers are sent to the dialer in their original format.

If length validation fails and this is for DNC insertion from file, the number is not inserted and an error is logged. If this is a DNC lookup, to err on the side of caution, the number is reported as DNC and an error is again logged.

The replacement of the '+' and the removal of all other non digital characters is so the length validation can be carried out on the true number.

The absolute limit of 18 digits is due to the DNC lookup and comparison. Using int64, anything over 18 digits will be truncated and will appear as the same number.

Previously, any number containing a non-digit would be handled such that only the most significant portion of the number up to the first non-digit would be used ie, '0123456|789' would become '0123456'.

<!-- Sets the way filenames are generated, "session" for the original style with the session id and timestamp, "guid" for the newer style using a Softdial CallGem generated GUID.-->
<recordingFileNameFormat>guid</recordingFileNameFormat>

This applies to DNC insertion and lookup and to validation applied during cleaning of numbers before sending to the dialers, though validated numbers are still sent in original format.