2.10.0

The rules for caller ID risk assessments are cached and refreshed every 5 minutes.

G.729 is a royalty-free narrow-band vocoder-based audio data compression algorithm. It’s a compression codec that compresses and decompresses voice data into units of 10 milliseconds.

We’ve added limited support for G729A audio codec:

• Steaming in live media RAW/G729A
• Uploading media RAW/G729A (single upload)
• Media masking
• Get media in PCM format, u-law, or a-law

Currently, we don’t provide the following:

• Getting media in G729A format or any format other than PCM, u-law, or a-law when the source is G729A
• Media redaction
• Multiple uploads for a single URN

Contact center workflow now supports configurable light rules.

The configuration parameter is a JSON format with rules that enables customizing the business logic by configuration instead or in addition to webhook service:

• A rule can reference the same inputs (session variables) and same outputs (operations, session variables) as a webhook service.
• A rule can’t access any external resource (database, URL, or any other external resource).

Below is an example of using business light rule that demonstrates how to set session custom data, business type, and custom data:

{
  "update-session-custom-data": {
  "condition": "! empty cti.callId && ! empty state.sessionId && ! state.setSessionCustomData",
  "actionsToPerform": [
      {
        "action": "SET_SESSION_CUSTOM_DATA",
        "parameters": {
          "sessionId": "${ state.sessionId }",
          "key": "info.datacenter",
          "value": "${ cti.callAttributes.connectionId }"
        }
      },
        {
          "action": "SET_SESSION_CUSTOM_DATA",
          "parameters": {
          "sessionId": "${ state.sessionId }",
          "key": "info.business_type",
          "value": "partner"
        }
      },
        {
          "action": "SET_SESSION_CUSTOM_DATA",
          "parameters": {
          "sessionId": "${ state.sessionId }",
          "key": "callId",
          "value": "${ cti.callId }"
        }
      }
    ],
      "sessionVariableUpdates": {
      "state.setSessionCustomData": "true"
    }
  }
}

Below is an example of using business light rule that demonstrates how to implement a recording delay:

{
  "start-record-timer": {
    "comment": "If the call started in a \"virtual hold\", delay the recording start by 40 seconds",
    "condition": "state.currentEvent == 'CALL_START_EVENT' && cti.kvps.VIRTUALHOLD == '1'",
    "nodesToOverride": [
      {
        "comment": "Disable the built-in node that auto-starts recording on call start",
        "nodeNames": [
          "RecordStartOnCallStarted"
        ],
        "enable": false
      }
    ],
    "actionsToPerform": [
      {
        "comment": "Schedule an event in 40 seconds with ID 100 (which we use to mean \"a scheduled event for virtual hold\")",
        "action": "SCHEDULE_EVENT",
        "parameters": {
          "delaySeconds": "40",
          "id": "100"
        }
      }
    ]
  },
  "timer-finished": {
    "comment": "Once the virtual hold timer finishes, start the recording",
    "condition": "state.currentEvent == 'SCHEDULED_EVENT' && result.scheduledEvent.id == 100",
    "sessionVariableUpdates": {
      "state.record.doStart": "true"
    }
  }
}

A new session variable cti.recordingId is exposed to the webhook. This field presents the recording ID that was part of the Computer Telephony Integration (CTI) event.

The logic for selecting the configuration set that’s used to calculate the session’s decision at end session has been enhanced.

Known fraudster detection can be triggered in Enrollment sessions even when no customer consent was given. This operation is triggered when DetectFraudOnEnroll is enabled and minimum amount of audio was recorded.

Enabling update of session specific fields as part of webhook response to update custom data.

• SET_SESSION_CUSTOM_DATA uses info.data_center or info.business_type as key to update the related fields for a session.
• SET_PERSON_CUSTOM_DATA uses info.first_name or info.last_name as key to update the related fields for a person.

In the web portal UI, the following support has been added:

• Download/playback audio - Allows playing G.729 audio
• Upload - Allows creating new prints and uploading G.729 audio

The fraudsters watchlist user interface (UI) has been updated to support the ability to sort fraudsters by Fraudster ID and the statistics columns such as Engagements Involved.

The clients can embed the Web Agent Console and host it on the client’s own domain.

The client application can programmatically interact with the Web Agent Console:

• Receive agent events
• Receive call events
• Update agent actions (for example, set person ID, opt-in, or opt-out).

Agent Helpdesk login button now shows login status when clicked while waiting to login.

Export Data API endpoint /v1alpha/ is now deprecated and replaced with the new /v1/ prefix.

The /v1alpha/ endpoint will be removed in 2 months.

Gatekeeper supports NVSL 10 engine but:

• NVSL 10 can’t be used with the factory framework of the Risk engine 1.4 version.
• NVSL 10 frameworks are only used as baseline for the creation of new custom calibration model.

NVSL TI_9 and TD_9 frameworks aren’t supported by the following bootstrap NRSL models:

• FACTORY_TI_RISK_ENGINE_BOOTSTRAP_1_2
• FACTORY_TD_RISK_ENGINE_BOOTSTRAP_1_2
• FACTORY_TI_RISK_ENGINE_DEMO_1_2
• FACTORY_TD_RISK_ENGINE_DEMO_1_2

The following services require manual horizontal scaling:

• data-query-manager
• voiceprint-coordinator
• fraud-analytics-manager
• biometrics-supervisor
• transcription-coordinator

Clustering and Backward Search have the following limitations:

• No estimations available for media collection.
• Clustering and Backwards Search require manual scaling.