AX2022.0

Overview

Improvements to Agent Emulator product with Liferay upgrade/tech stack refresh, accessibility support for Agent Experience (AX) platform, implementing support for Genesys multi-Cloud private edition, integration of recording assurance solution with Word watch, and integration of CX Assurance (CX) product with Agent Emulator platform.

Technical Notes

N/A

New Features, Improvements, and Bug Fixes

New Features and Improvements

• CXA-2089 - AX integration with WW
• CXA-774 - CX/AX Integration
• CXA-2439 - Agent Looping Termination during AX-CX integration
• CXA-2402 - AX Accessibility High Contrast Issues
• CXA-2289 - Mismatch in Call reports of CX and AX
• CXA-2288 - Not Allowed to edit the Service Account page
• CXA-2287 - Alarm feature for Low Recording Size
• CXA-2249 - A new control needs to be added in CX campaign, to mention time in mins
• CXA-2248 - MoS score in report format to display
• CXA-2201 - Check if BSL recordings can be played in browser like CX (BSL recordings being different codec format)
• CXA-2200 - Store recordings within AX application
• CXA-2199 - Process shared BSL metadata and recordings and do size checks
• CXA-2198 - Show MoS threshold and score (fetched via pjsua/RTCPXR) in reports
• CXA-2197 - Make it deployment configurable to run RX as Internal or external 
• CXA-2196 - Add settings in testcase screen for mos threshold, recording size threshold
• CXA-2188 - Support options available in Agent Groups for Genesys MCP
• CXA-2187 - Authenticating programmatically controlled agents to Genesys MCPE API
• CXA-2186 - Implement options for conference and transfer
• CXA-2185 - MCPE- Implement option for Basic call controls
• CXA-2184 - MCPE-User should be able to select Reason code in front end while setting test step - Implement option for Basic call controls
• CXA-2183 - MCPE- Implement option to change agent states to Not Ready along with reason
• CXA-2182 - Implement option to change agent state to Ready
• CXA-2181 - Create general API wrapper to support AX connectivity to Genesys MCPE
• CXA-1693 - Genesys Engage Cloud Private Edition Support
• CXA-1054 - Cx/Ax Integration Alarm feature
• CXA-849 - CX and AX campaign linking

Tasks

• CXA-2273 - AX/CX Integration - Historical Report - Under "Results Summary Report", Section title could be provided along with a change in column header name.
• CXA-2211 - Accessibility support for AX
• CXA-2090 - AX integration with WW 
• CXA-2077 - Tech stack refresh RXA - Settings -  Description under "Organization" and "User Management" panel is inappropriate.
• CXA-1997 - Tech stack refresh AX  - Manage Campaigns - Field "Enable Web RTC" could be removed.
• CXA-1995 - Tech stack refresh AX  - Manage Campaigns - Field "Max Call Concept could be removed.
• CXA-1974 - Tech stack refresh RXA - Manage Test Cases - Tab "Phone Test Cases" could be renamed to "Manage Test Cases".
• CXA-1908 - Tech stack refresh AX  - Manage Groups - System could let the user know, once a agent is logged in/agent state is changed to any other status.
• CXA-1903 - Tech stack refresh AX - Consolidated list of tab names which could be renamed for better usability.
• CXA-1895 - Tech stack refresh AX  - Manage Campaigns - System could change the end time (+1 minute from start time) automatically, when a start time is selected.
• CXA-1893 - Tech stack refresh AX  - Manage Test Cases - System could let the user to know the agent group id through UI, as this id is required to be known during test case import.
• CXA-1880 - Tech stack refresh AX  - Manage Campaigns - For better usability, Manage Campaigns section could have a column for displaying campaign's creation date under "Agent Campaigns" tab.
• CXA-1852 - Tech stack refresh AX - Manage Agents - Text "PeripheralId" could have space between Peripheral and ID.
• CXA-1832 - Tech stack refresh AX - Session expiry alert title could be renamed to "Warning" instead of "Danger".
• CXA-1827 AX / WordWatch Integration
• CXA-870 - Genesys Engage - Manage Groups table, login button returns error
• CXA-828 - AX - Prepare/update installation/setup manual 
• CXA-1223 - Create a service account on AX for every organization.
• CXA-1212 - Open linked AX Test Case report in a new tab (within AX application)
• CXA-1110 - Update AX Org settings section to generalize CX connection settings
• CXA-1109 - Support auto login in AX when report link is accessed by CX
• CXA-1108 - Create a report deep link feature in AX
• CXA-1107 - Show link to open AX report from CX report detail
• CXA-1106 - AX should send/post its testcase execution output to CX
• CXA-1105 - CX should wait for linked AX call outcome before sending any alerts
• CXA-1104 - Stop AX campaign if a user stops linked CX campaign
• CXA-1047 - Create API in AX to get campaigns information
• CXA-893 - Any failures on AX should also have possibility to trigger alarms from CX
• CXA-892 - Investigate how to fetch common ANI in AX received call
• CXA-737 - AE Middleware : Make call to another extension or sip number

Bug Fixes

• CXA-2431 - Regression for MS3 - AX - Intermittent issue - System is unable to change the agent group for an existing test case.
• CXA-2430 - Regression for MS3 - AX CX Integration - Historical Report -  System displays MOS score as "0" for a completed call.
• CXA-2429 - Regression for MS3 - AX CX Integration- System displays the value of "Next Run" inaccurately, when an AX linked CX Campaign is set to run on daily run.
• CXA-2412 - Regression for MS3 - AX - Time selected in the placeholder of "Daily Run" is not reflected in the "Scheduled" field.
• CXA-2411 - Regression for MS3 - AX - Real time reports - For a daily run campaign, system does not display the scheduled campaign end time appropriately.
• CXA-2410 - Regression for MS3 - AX - System does not update %complete under "Real Time Agent Status" and "Real Time Test Cases" reports (happens only for individual AX campaign runs)
• CXA-2409 - Regression for MS3 - AX - For a daily run campaign, system runs the campaign multiple times (until the end time is reached), though the frequency is set as 0.
• CXA-2408 - Regression for MS3 - AX CX Integration - Test step type "Verify User Data" is not working.
• CXA-2407 - Regression for MS3 - AX CX Integration - Historical Report -  System does not display agent’s duration at current state (Ready, Answer, Logout).
• CXA-2406 - Regression for MS3 - AX CX Integration - Real Time Report -  Total Duration displayed in "Real Time Agent Status Report"/Real Time Test cases Report" is incorrect.
• CXA-2397 - AX CX Integration - Historical Report -  Failure reason is displayed multiple times (which worked as expected earlier) under View Test Cases Report/Result Summary Report. 
• CXA-2394 - AX CX Integration - Campaign Manager -  Campaigns (created newly) is not displayed as sorted, when "Created Date" is default sorted.
• CXA-2393 - AX CX Integration - Real Time Report-  System does not show Agent status report and Result summary detail report (which worked earlier) during campaign run.
• CXA-2391 - AX CX Integration - Historical Report - Filtering out a campaign  with start and end date (for a specific date) displays the campaign run for all the dates.
• CXA-2390 - AX CX Integration - System logs out an agent even before "disconnect" test step type is executed.
• CXA-2388 - AX CX Integration - Campaign Manager -  During "Daily Run" campaign edit, clicking on "Delete Row" icon makes the field "Daily Run" (place holder to schedule) to disappear.
• CXA-2387 - AX CX Integration - Campaign Manager -  Alignment for the field "Daily Run" changes upon editing a campaign.
• CXA-2386 - AX CX Integration - Campaign Manager -  System displays "Next Run" date, though the corresponding campaign (scheduled for daily run) is stopped from its schedule.
• CXA-2385 - AX CX Integration - Historical Report -  System opens up call detail screen, when any of the recording controls are accessed.
• CXA-2384 - AX CX Integration - Historical Report - System is unable to download recording from  "Test Cases Report".
• CXA-2375 - AX CX Integration -  Manage Campaigns - Campaign run is aborted for individual AX campaign runs.
• CXA-2373 - AX CX Integration - Historical Report -  For an Aborted status of a campaign run, System does not display value of "MOS Threshold"  that is set during AX test case creation.
• CXA-2372 - AX CX Integration - Campaign Manager -  System is unable to run a AX campaign (was working earlier) when a CX campaign (linked to AX campaign) is scheduled to run using "Interval Schedule".
• CXA-2370 - AX CX Integration - Campaign Manager - Search text fields (which were working earlier) is not working/non editable.
• CXA-2298 - AX CX Integration - Campaign Manager -  System is unable to schedule a campaign through Daily schedule.
• CXA-2293 - AX CX Integration - Test Case Manager-  During edit, system loses the data (updated data) related to test case details, when User tries to add/delete a test step.
• CXA-2291 - AX CX Integration - Campaign Manager -  System is unable to run a AX campaign when a CX campaign (linked to AX campaign) is scheduled to run using "Daily Run". 
• CXA-2285 - AX CX Integration - Alarm Feature - Alert email displays local host url for accessing CX Report.
• CXA-2282 - AX CX Integration - Historical Report - System does not display a column "Status" under "Result Summary Report" tab.
• CXA-2276 - AX CX Integration - Real Time Report - System remains as it is, while trying to view agent status report, during a campaign run.
• CXA-2275 - AX CX Integration - Historical Report -  System displays incorrect duration  under  "Test Cases Report". under  "Test Cases Run Report".
• CXA-2269 - AX CX Integration - Real Time Report-  System does not update the "Status" and "End Time" for a completed campaign run.
• CXA-2268 - AX CX Integration - Real Time Report - Format of "Start Time" could be changed under the tab "Real Time Campaigns In Progress". 
• CXA-2267 - AX CX Integration - Campaign Manager - Hitting "Refresh" on "Campaign Manager" displays a message related to "Confirm Form Submission".
• CXA-2265 - AX CX Integration - Historical Report -  System does not display duration for individual test step type.
• CXA-2262 - AX CX Integration - Historical Report -  System displays negative value for the column "Duration".
• CXA-2259 - AX CX Integration - Historical Report -  System displays incorrect duration under "Test Cases Run Report".
• CXA-2257 - AX CX Integration - Campaign Manager -  System remains as it is and unable to execute a campaign using "Reschedule" option.
• CXA-2255 - AX CX Integration - Group Manager - Alignment of button "Add New" could be corrected.
• CXA-2254 - AX CX Integration - Server Manager - Screen remains as it is, while trying to add details for creating a new server and save.
• CXA-2245 - MCPE – Test Case Manager - Single step/Complete Transfer calls and Single step/Complete Conference Calls are not working appropriately.
• CXA-2244 - AX - Search text fields (which were displayed earlier) are missing in Agent Emulator.
• CXA-2236 - MCPE - Campaign Manager - System is unable to execute test step type "SendDTMF" when user tries to make a call and then send DTMF through test step.
• CXA-2234 - MCPE – Historical Report - Reason  (Failure reason) displayed under “Historical Report” is inaccurate.
• CXA-2232 - MCPE - Test Case Manager - Test Step type "Make Call Step" is not working. Unable to make a call from AX agent (Agt 5)
• CXA-2231 - MCPE – Test Case Manager - Unable to perform transfer as system does not save the destination number entered for calls transfer.
• CXA-2224 - MCPE - Report - Real Time Report/Historical Report - Value displayed in "No. of calls" is incorrect.
• CXA-2222 - MCPE - Report - Real Time Report - Duration displayed in "Real time test cases report" is incorrect
• CXA-2221 - MCPE - Report - Historical Report - Status displayed in "Real time test cases report" is retained as "In Progress" and does not change (in case of failure).
• CXA-2220 - MCPE - Report - Real Time Report - Status displayed in "Real time test cases report" is retained as "In Progress" and does not change even after the test case run is completed (in case of failure).
• CXA-2219 - MCPE - Campaign Manager - System is unable to schedule a campaign through interval schedule.
• CXA-2217 - MCPE - Test Case Manager - Adding a new test step is retaining the old test step, during test step creation.
• CXA-2069 - Tech stack refresh RXA - Manage Campaigns - Rows added for the Daily Run schedule does not populate the time selected in "Time placeholder".
• CXA-2066 - Tech stack refresh RXA - Report - Historical Report  - System opens up the calendar automatically on clicking "Historical Report" section.
• CXA-2035 - Tech stack refresh RX  - Report - Description under Report navigation panel is inappropriate.
• CXA-2030 - Tech stack refresh RXA - Manage Campaigns - System does not display the current time, when clock icon available in "Daily Run"  option is clicked.
• CXA-2004 - Tech stack refresh RXA - Manage Test Cases - Addition of a new test step always sorts the test steps descending.
• CXA-2003 - Tech stack refresh RXA - Manage Test Cases - System allows duplicate test step types to be entered.
• CXA-2001 - Tech stack refresh RX  - Manage Test Cases - System does not display "System Variables" section on clicking its icon under column "Actions".
• CXA-1972 - Tech stack refresh RXA - Manage Test Cases - System does not create a test case when description provided is lengthy.
• CXA-1969 Tech stack refresh RXA - Manage Groups - System does not  consider the field "CTI Server" as  mandatory.
• CXA-1925 Tech stack refresh RX - Manage Phones - System creates duplicate Phone details, while trying to import already existing Phone details.
• CXA-1923 Tech stack refresh RX  - Manage Phones - System allows to import phones without selecting the CTI server.
• CXA-1922 Tech stack refresh RX  - Manage Phones - System does not display error message when an invalid file format (say any format other than CSV) is chosen for import.
• CXA-1914 Tech stack refresh RX - Manage Servers - System accepts alpha characters for the field "Port".
• CXA-1913 Tech stack refresh RX - Manage Servers - System does not consider the mandatory fields and  allows user to create a blank record.
• CXA-1911 Tech stack refresh RX - Manage Servers - Misalignment of icons are noticed under the column "Actions".
• CXA-1904 Tech stack refresh AX  - Settings - User Management - Roles assigned during user creation disappears as soon as the user creation page is saved.
• CXA-1899 Tech stack refresh AX  - Report - Real Time Report -Value displayed for the field "No. of calls" under "Test Cases Report" is inaccurate.
• CXA-1896 Tech stack refresh AX  - Report - Real Time Report - Duration displayed under "Agent Status/Test Cases Report" is inaccurate.
• CXA-1882 Tech stack refresh AX  - Manage Campaigns - Field "Select Test Cases" to be labelled with mandatory symbol, as system would not allow to create a campaign without selecting test cases.
• CXA-1881 Tech stack refresh AX  - Manage Campaigns - System allows to save a campaign without naming it, though the field "Name" is marked with mandatory symbol.
• CXA-1878 Tech stack refresh AX  - Manage Test Cases - System shows inappropriate drop down options for the field "Attached Data Key", while trying to add new test step.
• CXA-1877 Tech stack refresh AX  - Manage Test Cases - System does not delete attached data key and its values when "Remove row" icon is clicked.
• CXA-1876 Tech stack refresh AX  - Manage Test Cases - Summary:  System does not retain the parameters and its value entered under "Verify User Data" test step type.
• CXA-1874 Tech stack refresh AX  - Manage Test Cases - System does not display an error message when "Import" button is clicked with out any file being chosen for import.
• CXA-1872 Tech stack refresh AX  - Manage Test Cases - System does not display error message when an invalid file format (say any format other than XML) is chosen for import.
• CXA-1863 Tech stack refresh AX - System allows to create test cases with the same test case name repeated.
• CXA-1859 Tech stack refresh AX - Manage Groups - System is unable to login a agent to Genesys on clicking "Login to Genesys" icon.
• CXA-1855 Tech stack refresh AX - Manage Servers - System accepts special characters  (without any number included)  for the fields "Server FQDN" and "Server Port".
• CXA-1850 Tech stack refresh AX - Manage Agents -System does not display error message when an invalid file format (say any format other than CSV) is chosen for import.
• CXA-1847 Tech stack refresh AX - Manage Agents - System allows to import a blank CSV file under "Manage Agents" section.
• CXA-1838 Tech stack refresh AX - Manage Agents - System allows to create a new agent by leaving all the fields blank, though it's labelled as mandatory in the system.
• CXA-1837 Tech stack refresh AX - System does not consider "Server FQDN" and "Server Port" as mandatory and allows user to create a new server by having these fields blank.
• CXA-1751 In genesys test case run hold test step is not working.
• CXA-1076 RXA - Old campaign name is retained under "Available filter campaigns" along with the updated campaign name in Historical reports section
• CXA-1075 RXA - When a campaign report is filtered out for a specific date, system displays the report (for different dates) though the filtered date does not have the intended campaign run made.
• CXA-1073 RXA - Selected Campaign names are not visible properly under Historical Reports section
• CXA-1070 RXA - Filtering out a campaign with no start and end date provides all the campaign runs instead of searched one
• CXA-985  Genesys Engage -Usability issue: The campaign run report closes when the testcase report is closed

Known Open Issues

• CXA-2451 - AX- Real time Report- Status of agent is retained as "Ready" though the campaign run is completed and agent is logged off (per Genesys portal)
• CXA-2452 - AX- Manage Campaigns- Time slider moves to an inappropriate position, on clicking "Now" under "Choose Time" section.
• CXA-2277 - AX/CX integration - Real Time Report - System does not display progress details, while trying to view real time test cases report, during a campaign run when frequency is set for a CX campaign
• CXA-2216 - MCPE- Agent Manager - System does not display the field "Agent API token" as mandatory.
• CXA-2225/CXA-2226 - MCPE- "MOS threshold & MOS score" and "recording size threshold & score" will be not be supported. (This will not be implemented)
• CXA-2283 - System does not run AX campaign as per the frequency set through CX campaign. It performs additional AX campaign runs.

Documentation