Release Notes

3.15.9 Release Notes

This patch release covers the following issues.

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

$ 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

$ efutils all up

3.15.7 Release Notes

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

$ efutils all up

3.15.6 Release Notes

This patch release covers the following issues.

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:

$ 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

$ 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:

$ 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.

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.

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.

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.  

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

Completed Stories

P	Key	Summary
	CSN-4476	WhatsApp via Dialog-360
	CSN-4669	Share Supervisor gadget queue stats API
	CSN-4565	Merge MPCP-39
	CSN-4564	Merge 3.10.2.BT-38 Release
	CSN-4493	CCM Enhancements
	CSN-4697	Twilio MMS Support
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6 issues

Resolved Issues

This release covers major performance improvements and resolution of some critical and major bugs.

Key	Summary	T	P
CSN-4646	All the records in MRE-UI are being deleted on MRE restart (intermittent issue)
CSN-4696	Scroll Issue on Cisco Finesse
CSN-4651	Chat history is not being shown after the migration (3.9.4 to 3.15.0)
CSN-4650	Queues data are not showing after the migration (3.9.4 to 3.15.0)
CSN-4624	HA--> CCM is in unhealthy state on the primary side.
CSN-4648	Participant left event is published on Conversation event queue.
CSN-4647	customer-widget-url is not precise in latest web init widget
CSN-4593	Conversation state ended event is published on realtime-events queue instead of conversation events queue
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8 issues

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

Open Issues 3.15.x

Key	Summary	P	Status	Fix Versions
CSN-4770	MRE-UI is not updating changes for existing agent IDs and displaying old info of agents		Resolved	chat 3.15.1
CSN-5129	UMM taking long time syncing agent		Open
CSN-5127	chats remain in open state		Open
CSN-5105	Comm Server caching Agent Password		Resolved	chat 3.18.0, chat 3.15.4
CSN-5005	Sort messages in chronological order in transcripts UI		Resolved	chat 3.15.3
CSN-5003	Some records not added to the reporting database due to no Async Await		Resolved	chat 3.15.3
CSN-4771	Unexpected ACK caused Reporting Connector cancel AMQ subscription		Resolved	chat 3.15.1
CSN-4755	AMQ Prometheus client library causing ActiveMQ OOM Kill		Resolved	chat 3.16.0
CSN-4677	Heap out of memory and socket hang up errors appear in Chat server logs.		Resolved
CSN-3749	File engine- unable to upload files .. see description		Resolved
CSN-4877	Agent cannot fetch history for WhatsApp and SMS channel in Standalone mode		Open
CSN-4754	Chat Server generated two handoff messages		Open
CSN-4655	HA--> Not Ready Agents appears in the agent list for conference or transfer chat.		Open
CSN-4648	Participant left event is published on Conversation event queue.		Resolved	chat 3.15.0
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14 issues

All Known Issues of 3.15.0 and older

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

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.