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Tenfold Cloud Connect (TCC) v5.2.0 release notes

Released 23 December, 2021

RPM packages

RHEL-8: https://downloads.tenfold.com/app/tcc/tcc-5.2.0.x86_64-rhel8.rpm

RHEL-7: https://downloads.tenfold.com/app/tcc/tcc-5.2.0.x86_64-rhel7.rpm

Windows installer

https://downloads.tenfold.com/app/tcc/tenfold-cloud-connect.5.2.0.exe

Certified phone systems

This release is certified for the following phone systems and operating systems:

  • Avaya AES: Redhat 8, Ubuntu 20.04

  • Cisco Finesse UCCX: Windows Server 2019

  • Cisco UCM: Windows Server 2016, CentOS 8

  • Genesys PureEngage: Ubuntu 18.04

This release is not certified for the following phone systems:

  • Cisco Finesse UCCE

  • IPC Turrets

General improvements

  • TF-12542: Fixes an issue found in TCC v5.0.0 where it was not possible to start TCC using the command winsw.exe start tcc.xml after installing TCC on Windows 2016.

    This change removes the need for the manual commands winsw.exe install tcc.xml and winsw.exe uninstall tcc.xml, as the installer now performs these steps automatically.

  • TF-12579: Improves the TCC monitoring and configuration experience for users as follows:

    • Restarting TCC no longer requires users to log out and then back in again.

      When the service tcc stop command is issued, the server copies all current state information to a file in this location: /opt/tenfold/tcc/.tcc-state. When the server restarts, it checks for /opt/tenfold/tcc/.tcc-state and initializes using this state when the file is present.

      NOTE: This feature is currently applicable to Avaya AES only.

    • Restarting is no longer necessary after updating dial rules, format rules, or other configurations.

    • TCC heartbeats include CPU, memory, and disk usage percentage remaining, plus the hostname and IP address of the TCC server.

      No additional configuration is necessary to receive the enhanced information.

  • TF-12875: Adds the ability to download TCC logs using the API with tools such as Postman on Windows by copying the log directory to C:\Program Files(x86)\Tenfold\TCC.

  • TF-12908: Adds the ability to TCC to remove non-alphanumeric characters (with the exception of +) from phone numbers by default.

    For environments where removing these characters is not appropriate, use the following setting:

    phonesystem.command.dial.rule.numberonly.enable=false

    Note that disabling the setting is not recommended.

  • TF-13394: Fixes the vulnerability to the log4js exploit.

Phone system-specific improvements

Avaya AES

  • TF-11537: Fixes an issue with mapping agents and extensions to orgs.

  • TF-12547: Fixes an issue which could cause agents to have the wrong TCC instance ID assigned, causing agent instances to fail to function properly. Adds the option to check if an agent belongs to a configured skill during login and logout.

  • SUS-1365: Adds the ability to transfer a call to a coverage group using a virtual extension (previously, the transfer buttons did not display).

  • SUS-1368: Fixes an issue causing warm transfers to fail with no errors reported in the log files.

  • SUS-1377: Fixes an issue causing calls with invalid UUIDs to fail to appear in the Tenfold UI. Calls with invalid UUIDs now display properly.

Cisco UCM

  • SUS-1177: Fixes an issue where an agent rejected a call before answering it and the call returned to a ringing state.

  • SUS-1246: Adds support for the voicemail pilot extension so that calls are directed to voicemail when an agent rejects a call (instead of simply disconnecting the caller).

    Adds two new optional configurations for Cisco UCM:

    • ciscoucm.voicemail.server.port

      default value is 8080

    • ciscoucm.voicemail.server.connection.timeout

      default value is 1000

  • SUS-1253: Fixes an issue ensuring that connected warm transfers show as Connected for the receiving agent.

Known Issues

  • TF-12737: Cisco Finesse: Transferring a call to a queue fails if the call came from a queue.

  • TF-13160: Cisco Finesse UCCE: Cannot originate a call if the caller's status is "Available."

  • TF-13205: Avaya AES: Changing a value in TCC config.properties causes the first login to be invalid after TCC is restarted.

  • TF-13230: Avaya AES: After 9,000 agents are added to the config.properties file, events slow down, making it impossible to log in or use call controls.

  • TF-13281: General: After a call passes through multiple merges and handovers, the handover button fails to display.

  • TF-13282: Cisco UCM: The call timer freezes randomly on calls answered through the Tenfold app.

  • TF-13298: Cisco UCCX: When Agent A answers a call, transfers it to Agent B, and merges the call, the consult call is split after Agent B leaves the call.

  • TF-13303: Cisco Finesse UCCE: When an agent changes status in Finesse, the status does not also change in the Tenfold app.

  • TF-13304: Cisco Finesse UCCE: Calls from external numbers do not appear in the Tenfold app.

  • TF-13319: Service Cloud Voice (BYOT): Once Agent B leaves the conference, all other participants are disconnected from the call.

  • TF-13321: Service Cloud Voice (BYOT): Agent cannot create a consult call.

  • TF-13325: Cisco UCM: Tenfold shows "incoming call" instead of "transferred call" when a call is blind transferred.

  • TF-13359: Cisco Finesse: After Agent A performs a blind transfer to Agent B, a call is still visible for Agent A in Finesse, though it is not visible in the Tenfold app or on softphones.

  • TF-13497: Cisco Finesse: Finesse displays an active conference after a blind transfer.