IVG 3.10 release notes

Released 2019

Read about the latest system updates, feature enhancements, and new features in Interactive Voice Gateway (IVG).

In addition to new and updated features, and fixed issues, Mindful shares known issues that our developers, testers, and customers have identified. Visit our Known Issues page for more information.

Release highlights

Agent Priority

Agent Priority is a VHT Callback feature that reserves an agent before launching a callback to a customer.

Agent Priority has been enhanced for the following:

  • The agent has the ability to preview the call data in advance of the callback being launched to the customer
  • Agent Priority compatibility with Avaya UUI routing
  • Agent Priority voice prompts in all supported VXML Interaction Server (VIS) languages

CTI Event Consumer

A new CTI Event Consumer application is installed as part of the IVG installation when using Agent Priority. The CTI Event Consumer registers itself with RabbitMQ, and identifies the IVG endpoint used for an Agent Priority interaction.

Updated users and groups

The default Linux user and group names have been updated to non-standard names for the following applications:

  • PostgreSQL
  • Voice Platform
  • Tomcat

The Linux user names and have been appended with -ivg, and database objects have been appended with _ivg.

OCC high availability

Each instance of Outbound Contact Client (OCC) now connects to all Core servers in a solution. This introduces high-availability architecture to OCC, allowing outbound calls to post when the primary OCC server is unavailable.

New HVP patch

The install_ivg.cfg configuration file for the IVG installer now points to the new HVP patch 6.3.27.

Installed dependencies

While installing IVG 3.10.0, the installation process also installs the following operating system packaged dependencies:

  • cyrus-sasl-plain
  • dos2unix (RHEL)
  • expat
  • expect
  • gzip
  • ksh
  • libaio
  • libcurl
  • libogg
  • libvorbis
  • libxml2
  • libxslt
  • libyaml
  • mailx
  • ncurses
  • net-snmp
  • net-tool
  • nfs
  • nfs-utils
  • openjdk
  • openssh-clients
  • openssl
  • pcre
  • perl
  • postgresql95-server
  • ruby
  • selinux
  • speex
  • tcsh
  • xerces
  • zsh

Fixed issues

ID Description Versions affected
66354154 In Cisco UCCE environments, the CTI listen port, configured using the **icm-cti-listenport** config key, was not opened in the firewall by the voice platform. This resulted in connectivity issues between IVG and ICM. Now, the ICM CTI listen port is opened in the firewall by the voice platform. 3.7 - 3.9
165144720 During some installations, the IVG installer would throw an error stating, "Unable to start Tomcat service." This was caused by the installer being unable to access the VIS URL. The installer now restarts Tomcat and checks for VIS access three times, before failing the install. 3.5 - 3.9
165907558 The logmgr_expire.sh script contained the plain text password for the voice platform database. Now, the password is correctly encrypted. 3.2 - 3.9
165059696 Callbacks that were unanswered by the customer were incorrectly reported as 099 - CallbackFailed,"Callback failed for an unknown reason". Now, unanswered callbacks now correctly OutFate as O0 - No answer. 3.0 - 3.9
168816862 Call Control Interaction Server (CCIS) does not wait for confirmation that all interaction data, such as UCID, has been updated before creating an outbound session. This can cause outbound calls to fail and new holding calls to be created unexpectedly. 3.1 - 3.11
165406533 When Answering Machine Detection (AMD) was disabled in OCC, and enabled in IVG, the application incorrectly interprets an answering machine as an answered call. This caused the hailing voice prompt to play until the number of max invalid attempts is reached. Now, the answering machine is correctly detected. Prior to 3.10
165452961 When special information tones (SIT) were detected, the callback incorrectly fated as O14 - CBFailNoIVRResp. Now, IVG correctly recognizes SIT and fates calls as O6 - NoRingBack. Prior to 3.10
166531942 The value for warn ports in the voice platform previously defaulted to 5, which resulted in excessive log messages when more than 5 ports were in use. Now, the value for warn ports defaults to 990. Prior to 3.10
164243576 When using Outbound Contact Client (OCC), the outbound ANI configured in the site.config file located at \\Virtual Hold Technology\Peripheral Monitor could be overwritten after the outbound call is posted in some scenarios. A change to the packaging of SIP requests now ensures the configured Outbound ANI is passed along properly. Prior to 3.10

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