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20.4 Release & Support Timetable

Note: "End of Life" states that no more new deployments are allowed of this version.
End of Support is that no more issue fixes or patches will be made available for this version.

2020.4 New Features

[VEL-23] - Feature: 0 Second PSST Support in CX Models
Cyara CX Models now support a PSST value for an Element of zero seconds, this allows for multi-step prompts to be correctly separated within a CX Model flow.

[VEL-34] - Feature: Test Case Validation inside the CX Model Editor
Test Cases that are generated from a Cyara CX Model will now be validated before being created. Any potential errors are displayed to the user with links to the Elements within the CX Model that are causing the validation issues.

[IMP-20] - Feature: CX Model Tag Validation
Cyara CX Models will confirm the syntax of Tags entered within an Element and will display an error notification to the user if a Tag is entered incorrectly.

[POR-1648] - Feature: Cyara Virtual Agent Switch Password Masking
The Switch Password for a Cyara Virtual Agent will now be masked after being entered into the Cyara Portal Virtual Agent setup page.

[SP-112] - Feature: Automatic Approval for Load Test Bookings
Load Test Bookings made via the Cyara Load Test Booking Calendar available in the Portal will now be automatically approved if the pending Load Test Booking is within the criteria set by your Cyara Portal Administrator.

[CP-15861] - Feature: New Codec - g729a
New Codec name added: g729a

This codec is to differentiate from g729 which defaults to g729b or g729ab it can be used in CENext config SIP section and Codecs tag in the Dial number.
CEN will default to annexb=no in it's offer when g729a codec is configured like in this example:
Note: that unlike other codecs we will always accept annexb=yes even when it is not configured like in the above example.

The following configuration is also possible and allows selecting annexb by using {Codecs} tag in the dial number
Without Codecs tag in the dial number outgoing offer will use annexb=no|
With {Codecs g729} CEN will use annxb=yes.

[CP-16144] - Feature: User Last Login
Upon logging into the Cyara Platform, you will now see the session time of the last successful login of this account and have the ability to export this data to a CSV file.

[CP-17729] - Feature: Genesys Engage (Legacy) TLS Connectivity
Genesys Engage now supports TLS connections to SIP Server. The non-mutual connection mode is supported at the moment.

Connectivity requires EnableTls flag and a root CA certificate deployed on the CVA machine (if not already deployed).

[CP-15998] - Feature: SAML - Support for Single Logout
You can now configure your SAML setup to log off from the identity provider if the user logs out from the Cyara Portal.

2020.4 Feature Changes

[CP-15547] - Changed: Transcription Result Logging Improvements
The Log files generated by Transcribers as they perform transcription have been improved, standardising time increments recorded into milliseconds.

[CP-15650] - Changed: Result Details in Test Result Email
Test Result errors will no longer be duplicated in the test result email.

[CP-16027] - Changed: PhoneNumber Fields Validation Before Calls Are Made
The new Call Engine Next (CE.Next) will check phone number syntax for errors and produce some feedback messages to the user to explain why it failed.

In the past CE.Next would try to parse the phone number and return what it can without yielding errors, which in most cases then failed on the Carrier side because resulting SIP Uri is invalid. This change is designed to prevent these invalid types of calls being placed.

[CP-16138] - Changed: API - Allow Load Campaign Run Flag has been removed
The "Allow Load Campaign Run" Flag has been removed from the API when creating a load test booking.

[CP-15965] - Changed: log4net config file is set to read-only after install
Web installers (Identity, API and Portal) now set "log4net template.xml" file in their root folder into read-only mode to address possible security vulnerability.

[CP-16838] - Changed: Transcription Profanity Filter
Transcription results that contain inappropriate or obscene language will be masked with asterisks after the first letter of the word.

2020.4 Issue Fixes

[CP-15746] - Fixed: jQuery Library has been Upgraded to 3.5.1
Recently a few vulnerabilities were identified on multiple versions of jQuery and fixed in version 3.5.1
Cyara Portal and related pages have been upgraded to use the latest jQuery 3.5.1

[CP-12480] - Fixed: CE.Next - High CPU and Disk Usage
In rare circumstances after a network connectivity fault, CE.Next and VoiceScheduler Services could display higher than expected CPU usage and Disk I/O. A fix has been deployed to address this situation, these services will attempt to reconnect as normal.

[CP-13969] - Fixed: DTMF Tag Logging Improvement
For steps using the DTMF tag, the corresponding FireUtteranceCompletionEvent log now contains the correct segment end time and duration.

[CP-16691] - Fixed: CX Model - Cannot download dataset after a "Crawl Failed" notification
Resolved issue where users could not download an attached Data Set if their CX Model contained a "Crawl Failed" notification.

[CP-14027] - Fixed: CX Models - UI Elements Out of Bounds
When trying to bring up the context menu for an element in a CX Model that sits at the bottom of the screen, the context menu could incorrectly render outside of the visible screen space.

[CP-16835] - Fixed: CX Model - Prompt becomes user-verified from multiple Crawls
Resolved an issue where in rare occasions CX Model Prompts become marked as "user-verified" when there are multiple crawls in progress.

[CP-16623] - Fixed: Invalid Character Prevention
The prompt text box of a CX Model will no longer allow the entry of invalid characters, validation error messages will now appear when attempting to save a CX Model with invalid content.

[CP-16864] - Fixed: CX Model - Generating Duplicate Test Cases
Resolved a rare circumstance where a CX Model would incorrectly generate duplicate Test Cases.

[CP-14320] - Fixed: CX Models - Changing ReplyWith Type
When an invalid speech/DTMF reply is entered in the "Reply With" field on an Element in a CX Model by changing that element's reply with type (Speech/DTMF), the CX Model will now correctly revert that element's type to the previous valid selection and display a validation error.

[CP-16619] - Fixed: CX Model - Confidence Score is Hidden
Resolved an issue with CX Models where the confidence score would incorrectly be hidden from view in the UI.

[CP-14567] - Fixed: Cyara Notification Service - Unable to Stop
In certain scenarios, when there were networking issues connecting to SMTP server (including TLS negotiation, packet loss and similar), Cyara.Notification service would not be responding to stop requests. A timeout value has been introduced, if a sending operation takes longer than the timeout value it will be cancelled.

[CP-15804] - Fixed: Assigning Agent Behaviors Performance Improvement
When a behavior was added to several hundred of agents as a default, it caused loading delays of the index page. This has been resolved.

[CP-15823] - Fixed: Cyara.Dashboard.Notification Log Level Adjustment
Lower the log level from ERROR to WARN in Cyara.Dashboard.Notification if SMS sending, email sending or webhook trigger encounters failure due to invalid user input

[CP-15926] - Fixed: Cyara Booking Calendar - Modify Booking Email
Resolved an issue where the email notification for modifying an existing calendar booking would not be sent correctly.

[CP-16018] - Fixed: Brief Test Case Error Messages
When an inbound Test Case was opened, a warning message would incorrectly flash and immediately disappeared if outbound dialling was not enabled on the account, even though outbound dialling is not required for an inbound Test Case. This has been resolved.

[CP-16322] - Fixed: Improved Database Contention
Exporting all details from a campaign result summary could result in a long running query which may block other operations on the results table. This query has been correctly isolated so that it will no longer impact data updates.

[CP-16512] - Fixed: Multi-Step Prompt Transcriptions
Resolved an issue where Cyara would not detect a multi-lingual step in case it was a multi-step prompt, and would try to transcribe it. Multi-lingual steps are not supported for transcription.

[CP-16579] - Fixed: CAPS V. Unsuccessful Report
In case when a Cruncher or Cruncher Lite Campaign is Aborted during Ramp Up time, CAPS V. Unsuccessful Report would show a spike in CAPS at the point of Abort. Aborted Calls that never attempted dialling were included in CAPS calculation incorrectly. This has been resolved, but reporting on old campaigns will remain unchanged, it will only apply to new Campaign runs.

[CP-16614] - Fixed: Web Test Case - Added support for wildcard frames to the BeginFrame function
To enable better support for dynamic iframe injection we have added wildcard frame support to the BeginFrame function. It's syntax is now as follows;

BeginFrame("frame");

BeginFrame("*", "selector")

[CP-16676] - Fixed: Table Layouts
Various tables in the Cyara Platform have been adjusted so that they will no longer run off screen and a scroll bar will be included instead.

[CP-16722] - Fixed: Special HTML Characters in Virtual Agent Key-Value Attributes
Special HTML Characters (e.g &#) are no longer permitted in the Attributes field on an object, a validation error will be displayed when attempting to save these details.

[CP-16821] - Fixed: Pulse Dashboard - Test Case Results on Same Line
When you click on a spot in the Dashboard the results were being incorrectly listed on the same row. After this fix, Pulse Dashboard Test Result details will now correctly list vertically.

[CP-16897] - Fixed: SMS - Number Incorrectly Shown In Use
Resolved an issue where a SMS Number could be incorrectly flagged as being In Use when it wasn't, preventing Test Case execution.

[CP-16926] - Fixed: Genesys Pure Cloud Agents Stuck Off Queue
In Genesys Pure Cloud if an agent does not answer a call he/she is removed from the queues and routing status is set to not available.

When this happens CVA was not returning agents to the queue to process the next interaction.

Now the scenario will be correctly detected and agents forced back onto the queue.

[CP-17074] - Fixed: Add Agent Server Popup Details
The add agent-server relationship popup will now display correctly when scripts with or without parameters are chosen.

[CP-17306] - Fixed: Synchronized Campaigns – Abort
In some scenarios, when a synchronized Campaign got Aborted, Voice Scheduler would not close the Campaign job and Campaign report would appear without End Date. In these cases, an ERROR level log entry would appear in Voice Scheduler log file, mostly to do with database operation issue (e.g. a deadlock). This has been resolved.

[CP-17377] - Fixed: Sorting Campaigns by Campaign Name
The sort function on the Cyara Portal homepage to sort Campaigns by Name has been restored. Campaigns with leading or trailing spaces in their names will have this extra space character trimmed so that sorting is easy to understand.

[CP-17716] - Fixed: Special HTML Characters in Dashboards
Entering HTML in the names of objects that appear in Pulse Dashboards (e.g Test Cases or Campaigns) will now be displayed in plaintext.