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Release Notes

3.15.9 Release Notes

This patch release covers the following issues.

Key Summary Description Status
CSN-5945 Ghost interactions appearing again

LLA raised a ticket again about ghost chat appearing again. 
On Analysis of the case with Awais Aslam, stuck chats were cleared manually but logs gdrive link is attached for further investiage the case.

ghost interactions logs gdrive link:
https://drive.google.com/file/d/1Zq05_oxxQXxP8lCVKpLK8SDHCcf29fQC/view?usp=sharing

Two task ID's are : 

b6a12e12-9b8e-46dd-a554-8233ff32faca
97ad0f57-5032-462c-ae14-f2119ef534ef

against the Conversation ID's :

QqV-WLmv0rYPQfjl3aD09

egBnurY03osUweIl7UmkQ

 

Resolved
CSN-5943 Queue wait time resetting on RONA

Overview

Queue wait time resets after the chat is RONA, (though this is as per the product's feature) but Lifeline has requested a CR, that after the chat being RONA, the wait time should continue where it stopped before instead of resetting.

Dear all, 
Please find below the story as per Rakesh's email.

  • 1 X Interaction waiting in LL_Chat for (for example) 3 Min
  • LL_CHAT real-time report shows MAX time as 3 Min
  • Interaction gets offered to Agent A
  • Agent A ignores the offered interaction
  • Interaction gets offered to Agent B          
  • LL_CHAT real-time report shows MAX time as 0 Min

Acceptance Criteria

After RONA, Queue wait time should not reset, instead, it will continue to where it stopped for that particular chat wait time in queue. (i.e timer_Stopped_at_value + Timer_starts_after_RONA)

 

 

Resolved
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Upgrade from 3.15.8 to 3.15.9

To upgrade from 3.15.8 to 3.15.9 follow these steps

  1. Navigate to HC deployment directory
  2. Edit coreversion.env file
  3. Update the tags of the images
    1. databaseconnector=3.15.9

    2. commserver=3.15.9
    3. mre=3.15.9
    4. chat=3.15.9
    5. ccm=3.15.9
  4. Save and exit coreversion.env file
  5. Edit the <hc-deplyment-dir>/docker/environment-variables/database-connector-variables.env file and add the following environment variable:
    • ERR_FILE_PATH=/usr/src/app/err
  6. Start all components by using the following command
CODE
$ efutils all up


3.15.8 Release Notes

Upgrade from 3.15.7 to 3.15.8

To upgrade from 3.15.7 to 3.15.8 follow these steps

  1. Navigate to HC deployment directory
  2. Edit coreversion.env file
  3. Update the tags of the images
  1. reportingconnector=3.15.8

  • Save and exit coreversion.env file
  • Start all components by using the following command
  • CODE
    $ efutils all up

    3.15.7 Release Notes

    Key Summary Description Status
    CSN-5779 Implement a quick fix for Log4J vulnerability in HC
    Vulnerability

    The CVE-2021-442288 vulnerability was found in the following Java-based components in HC:

    1. CCM
    2. Communication Server
    3. Routing Engine

     

    Implementation

    This vulnerability is caused by Log4J2 in versions older than 2.15.0. It is recommended to update the Log4J2 library to at least ≥ 2.16.0 which resolves the following two vulnerabilities:

    1. CVE-2021-44228 - Critical
    2. CVE-2021-45056 - Low

     

    Resolved
    CSN-4876 CCM cannot process outbound messages with % sign in text

    Whenever a bot or an agent tries to send an outbound message with % character to Twilio SMS, CCM gets stuck in retries and generates a lot of logs. The message is never sent to the customer. However, queues messages are not blocked due to this issue.

    Resolved
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    Upgrade from 3.15.6 to 3.15.7

    To upgrade from 3.15.6 to 3.15.7 follow these steps

    1. Navigate to HC deployment directory
    2. Edit coreversion.env file
    3. Update the tags of the images
    1. ccm=3.15.7

    2. commserver=3.15.7

    3. mre=3.15.7

  • Save and exit coreversion.env file
  • Start all components by using the following command
  • CODE
    $ efutils all up


    3.15.6 Release Notes


    This patch release covers the following issues.

    Key Summary Description Status
    CSN-5433 Agent MRD State Change Time is not consistent in Reporting Database
    Scenario

    The Communication Server is responsible for changing the agent state for Chat MRD. The Communication Server sends agent MRD state updates to the Reporting Connector. This state update message also contains the time when the agent state was changed. The agent state time is usually maintained for two digits precision for milliseconds in the Comm Server. However, the timestamp can contain three digits when milliseconds are ≥ 100 at the state change time.

    Resolved
    CSN-5116 Segregate Customer Reconnect Time Settings for Mobile & Desktop Browsers

     

    Scenario:
    • Customer initiates a chat via new gadget
    • The customer's iPhone screen turns off due to inactivity and the session gets ended.
    • Agent accepts the chat request
    • Chat status on the agent gadget is already greyed out.
    Proposed Solution:

    Enable to store cookies/local storage for detecting a mobile device and keeping the session alive.

    Issue:

    The chat session is closed and appears greyed out to the agent when he accepts the chat if the iPhone screen turns off.

    Note: 

    This scenario is iPhone-specific. 

    Resolved
    CSN-5050 Chat Volume By Channel Resolved
    CSN-5037 Finesse SSO Support
    Use case:

    As a Cisco UCCE SSO-enabled agent, the user should be able to log in to the embedded Cisco Finesse embedded agent gadget. The current implementation HC 3.18 doesn't allow login to HC Agent gadget for an SSO enabled Cisco UCCE agent

    Acceptance Criteria:
    • SSO-enabled login should work for agents using Cisco Finesse.
    • All UCCE versions supporting SSO should work. This story should however be tested with at least Cisco UCCE 12.5.
    Limitations:
    • Direct web-app of the agent gadget may still not work.

     

    Resolved
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    Upgrade from 3.15.5 to 3.15.6

    The updated upgrade process is as follows:

        1.Stop Comm Server service.
        2.Login to MongoDB shell and execute the following commands:
    CODE
    $ efutils login
    # select mongo
    > mongo
    > use chatsolution
    > db.agents.updateMany({},{$set:{"LastStateChangeTime":""}},{"upsert":false});
        3.Edit the coreversion.env file and update the following tags.

                chat=3.15.6

                customergadget=3.15.6

                databaseconnector=3.15.6

           4. To enable SSO edit <hc-3.15.5-installation-dir>/docker/environment-variables/umm-variables.env

                a. Set SSO_ENABLED=true

                b. Set the IDS server path in IDS1_URL and IDS2_URL environment variables

            5. Edit <hc-3.15.5-installation-dir>/docker/environment-variables/chat-variables.env

               a. Add MOBILE_CUSTOMER_RECONNECT_TIME environment variable for reconnect time of mobile based customers. It expects values in seconds e.g. MOBILE_CUSTOMER_RECONNECT_TIME=120. Save the changes.

           6. Start all services

    CODE
    $ efutils all up

    Finesse Gadget Deployment:

    Please re-deploy the finesse gadget from 3.15.6 Finesse Gadget Deployment.

    To revert to older Comm Server images from 3.15.6, please follow:

    1. Stop Comm Server service.

           2. Login to MongoDB shell and execute the following commands:

    CODE
    $ efutils login
    # select mongo
    > mongo
    > use chatsolution
    > db.agents.updateMany({},{$set:{"LastStateChangeTime":""}},{"upsert":false});
        3.Edit the coreversion.env file and revert the Communication Server tag.

            4. Start Comm Server service using efutils.


    3.15.5 Release Notes


    This patch release covers the following issues.

    Key Summary Description Status
    CSN-5285 ActiveMQ Tuning for optimized memory usage

     

    Problem:

    ActiveMQ gets crashed with reason OOM when there are ≥ 10000 ActiveMQ queues created.

    Proposed Solution:
    • Auto destroy <agent-uuid> queue(s) if no activity for more than 12 hours
      1. An inactive queue is a queue that has no pending messages and has no active consumer
      2. ActiveMQ should check once every hour for the queues which are inactive for the last 12 hours
    • Remove support for unnecessary transports that are not used by HC
      1. Support only OpenWire (61616), OpenWire+SSL (61617), STOMP (61613) & STOMP+SSL (61615)
      2. Remove transport connectors for AMQP, MQTT, and WebSockets
    • Use OpenJ9 instead of OpenJDK base image, use JRE version 8
    • Increase max memory usage from 1G to 4G in the default ActiveMQ image
      1. Set -Xmx4G instead of -Xmx1G

     

     

    Resolved
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    Upgrade from 3.15.4 to 3.15.5

    Follow these steps:

    1. Update following tag in coreversion.env
      1. ActiveMQ: 5.15.9-alpine-openj9

    2. Run the following commands: 

      CODE
      $ efutils all up

    3.15.4 Release Notes

    This patch release covers the following issues.

    Key Summary Description Status
    CSN-5105 Comm Server caching Agent Password
    Issue

    Comm Server saves agent credentials in its memory and uses them to authenticate the agent if the agent is already logged-in or the agent service object is already created for that agent id.

    Implementation

    Remove the cache and authenticate via Finesse APIs. The agent cannot log in with an incorrect or old password. However, the agent can log in if the password is changed.

     

    Resolved
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    Upgrade from 3.15.3 to 3.15.4

    Follow these steps:

    1. Update following tag in coreversion.env
      1. commserver=3.15.4
    2. Run the following commands: 

      BASH
      $ efutils all up

    3.15.3 Release Notes

    This patch release covers following issues.

    Key Summary Description Status
    CSN-5022 Calculate estimated position and estimated wait time for a Queue before initiating a task
    Acceptance Criteria

    The EWT API should take the following parameters:

    • SkillGroup / Queue Name - Mandatory -
    • Conversation ID - Optional
    • Task ID - Optional - if specified, the API return the EWT for this queued task. If not specified, the estimated wait time is calculated based on the last task enqueued in the specified queue.
    • Priority - Optional - if specified, the EWT for a new task with the given priority is estimated.
    Implementation

    Updated MRE API documentation is available from Postman.

    Resolved
    CSN-5006 Database APIs for Chat Transcripts

    Chat transcript APIs were made available in 3.16. The APIs are made available in 3.15.3 release as well.

    Resolved
    CSN-5005 Sort messages in chronological order in transcripts UI

    The CUIC transcript doesn't show chat activities in chronological order in the case of abnormal system failover.

    Resolution.

    Activities are now shown in the chronological order and not according to the sequence of insertion.

    Resolved
    CSN-5003 Some records not added to the reporting database due to no Async Await

    Due to this issue, some agent chat legs, where the chat was handled by the agent, were not inserted in the database.

    Resolved
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    Upgrade from 3.15.1 to 3.15.3

    Follow these steps:

    1. Update following tags in coreversion.env
      1. chat=3.15.3
      2. databaseconnector=3.15.3
      3. reportingconnector=3.15.3
      4. mre=3.15.3
    2. Run the following commands: 

      BASH
      $ efutils all up
      


    3.15.1 Release Notes

    This release covers a major issue identified in the Reporting Connector.  

    Resolved Issues 
    Reporting connector stops working

    CauseWhen the Reporting Connector receives an Unexpected ack received for message-id, the Reporting Connector is unsubscribed from the queue. The issue is rare and may occur in the previous versions too.

    Impact:

    • All the new reporting queue events start piling up in the queue.
    • No further logs are written in the Reporting Connector component.
    • No transactional reports from this time onwards work. 

    Workaround: Restart the Reporting Connector.  

    Resolution: this issue has now been fixed by graceful handling of the exception. The Reporting Connector now re-subscribes to queue.

    Related issues

    • PTCL-428
    • TEL-182

    Upgrade from 3.15.0 to 3.15.1

    Follow these steps:

    1. Update following tags in coreversion.env
      1. mre=3.15.1
      2. mremicroservice=3.15.1
      3. reportingconnector=3.15.1
      4. agentgadget=3.15.0.TEL-96
      5. customergadget=3.16.0
      6. activemq=5.15.9-alpine-3.12
    2. Run the following commands: 

      BASH
      $ efutils all up.
      $ efutils service → mre → restart


    3.15.0 Release Notes

    New In this release

    WhatsApp via Dialog-360

    WhatsApp integration was supported only via Twilio. With this release, Dialog-360 may also be used for WhatsApp integration. 

    Twilio MMS Support 

    With Twilio integration, both SMS and MMS are now supported. 

    Validate signature in the Header for Viber 

    Viber signature was not being validated in the earlier releases. With this implementation, Viber signature received in the request header is validated. 

    Validate signature in the Header for Facebook 

    Facebook signature was not being validated in the earlier releases. With this implementation, Facebook signature received in the request header is validated. 

    Merged BT-38

    Some development for Hybrid Chat integration inside Microsoft Dynamics CRM and Hybrid Chat deployment on Windows were done in this branch and have now been merged in 3.15. 

    Completed Stories


    Load Test Improvements and Results

    A load-test cycle for customer-to-bot only conversation on WhatsApp channel was performed with a 360Dialog mock and customer traffic with dummy numbers. The system is capable of handling 5000 active chats with an average traffic rate of 150 messages per second. This is a load average for the test performed for eight hours.

    Test Scenario: 

    1. New chats are being active every second until they reach 5000 active chats (It will take around 84 minutes)
    2. After every 20 seconds of every chat, a message will be sent and BOT will reply to it 
    3. After 30 minutes of test start the chats will be closed in every 3 seconds System will achieve 5000 chats because the closing chat frequency is 3 times lesser than adding new chat
    4. As soon as the active chats count will decrease from 5000, the new chat will be added to maintain the active chat count Roughly the message frequency would be 150 messages per second in overall system
    5. The test is carried out for 8 hours with the system health normal and with everything functional, then we decreased the load gradually and stopped the test


    All Known Issues of 3.15.0 and older

    Key Summary T P
    CSN-5451 Agent chat stuck in interrupted after transfer call Bug Critical
    CSN-4595 Memory Leak issue in Rasa BOT Bug Critical
    CSN-1955 Load Test --> There were around 5000 SMS requests in the system and after restarting chat server it is behaving abnormally. Bug Critical
    CSN-5129 UMM taking long time syncing agent Bug Major
    CSN-5127 chats remain in open state Bug Major
    CSN-5452 Scheduler is affecting Customer gadget Bug Major
    CSN-4498 Agent's "Active" state gets stuck on restarting Comm-server in a particular scenario Bug Major
    CSN-4494 Agent can login with upper & lower case, case sensitivity is not applied Bug Major
    CSN-4225 Supervisor-gadget--->sms label wise chat in queue isn't working with "+" sign in phone number. Bug Major
    CSN-4211 MRE-UI --> Attribute deletion issue Bug Major
    CSN-4195 Agent is not able to change the state after restore mre ,comm server and database-connector. Bug Major
    CSN-4185 HA--> vm failover issues Bug Major
    CSN-4181 HA--> Agent state becomes greyed out in failover scenarios. Bug Major
    CSN-4112 Multi Stpes - Chat Doesn't route to last step agent Bug Major
    CSN-3793 Reporting Connector -->Reporting connector is up but there is no consumer against reporting queue on activemq Bug Major
    CSN-3721 Chat is not being routed to agent when CIM APIs are not accessible Bug Major
    CSN-3720 Chat is not routing to agent as not socket connection is establishing. Bug Major
    CSN-2802 Reporting connector doesn't work if connection is restored between reporting connector & SQL. Bug Major
    CSN-1952 Load Testing --> database-connector/getQueues doesn't show all the en-queued tasks rather it gets data in chunks Bug Major
    CSN-4877 Agent cannot fetch history for WhatsApp and SMS channel in Standalone mode Bug Minor
    CSN-4754 Chat Server generated two handoff messages Bug Minor
    CSN-4655 HA--> Not Ready Agents appears in the agent list for conference or transfer chat. Bug Minor
    CSN-4236 USD, Mobile app --> Agents and team are being merged on supervisor (agent chat info) panel Bug Minor
    CSN-4197 SD --> There is no profile for portainer so if its down or removed you've to fix it manually Bug Minor
    CSN-4174 Tooltip is not being shown in mobile view response (agent-gadget). Bug Minor
    CSN-4020 Agent's toolbar functions name are not showing in IE. Bug Minor
    CSN-3869 Agent become logged out when he opens an attachment file while chat is active, in mobile app testing. Bug Minor
    CSN-3868 HTML code displays on screen-->when file size exceeded 5mbs .. see attachment Bug Minor
    CSN-3861 Send Outbound Message Window -> The agent can send same message multiple times Bug Minor
    CSN-3792 There is a PTCL folder under chat-solution folder. Either we've to remove it if not required or rename it Bug Minor
    CSN-3724 Agent's Queues are not being removed by AMQ Bug Minor
    CSN-3601 Agent Gadget->> Alignment of text box is from left to right instead of right to left in Arabic Language. Bug Minor
    CSN-3246 Chat server doesn't close chats whose customer left when chat server was down Bug Minor
    CSN-4456 Bot is not responding properly with different font styles. Bug Minor
    CSN-4266 iphone--> cursor misaligned after selecting an emoji Bug Minor
    CSN-3044 Agent Gadget->>Login Button text doesn't show in browser language. Bug Minor
    CSN-3039 Customer Gadget->> EWT doesn't show after chat is initiated. See description Bug Minor
    CSN-4208 Double date issue is in efutils logs (ccm). Bug Trivial
    CSN-3045 Agent Gadget->> Broken image shows in agent gadget when sms is sent through smpp sim client. Bug Trivial
    CSN-3041 Customer Gadget->> Mouse pointer should be change while hover on header as it change on plus button. Bug Trivial
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    Release Test Highlights

    Tested with:

    • This release was tested with UCCE 11.6, UCCX 11.6 and UCCX 12.5.
    • Rasa bot is trained only for English language and tested with Standard Rasa 1.4.5.
    • Tested with Articulate in English, French and Arabic language. 
    • For other channels (SMS, WhatsApp, Facebook & Viber), this release is only tested with Twilio trial account, Facebook developers tester account, Viber tester accounts.
    • Agent gadget mobile app has also been tested.
    • Agent and customer gadgets are tested on Google Chrome Internet Explorer and Firefox only. 
    • The solution was tested for up to 5000 active chats exchanging messages every 20 seconds for 8 consecutive hours.

    Not tested with:

    • The release was not tested with any Facebook, WhatsApp, or Viber production environment.
    • Embedded Agent gadget is tested in Cisco Finesse only.
    • The Agent gadget was not tested for embedding in USD or as an app in CRM.
    • Test cycle for Windows based deployment is not done for this release.


    Release Limitations

    • This release is not compatible with Rasa version 0.x.
    • Some functions in High Availability deployment may not work. 
    • Separate deployment of Customer-Gadget via deployment script is not functional 
    • Windows based deployment is not available with this release.
    • In case of outbound message via agent interface, the agent will get the confirmation message "SMS sent successfully" for failed or not-delivered messages also.
    • The system behavior for 5000+ concurrent chat sessions is unpredictable.

    Please note that the end of support is three years after a version is released. After this period, Expertflow will not provide updates and technical support for the particular version.

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