Verba Release Notes

New mute recording softkey button for Cisco phones which invokes recording mute for PCI DSS

New Cisco Unified Contact Center Enterprise (UCCE) integration which allows collecting UCCE specific metadata for recorded agent calls (agent ID, skill group number, campaign ID, call variables, etc.)

New supported modalities for Lync/SfB recording: peer-to-peer file transfer. It allows recording/capturing files sent over P2P chat conversations.

New chaperone feature for communication policies. Chaperones can participate in conversations in a ‘regulatory’ role so that their presence enables regulated users/groups (otherwise blocked) to communicate. - learn more

New CDR reconciliation for Cisco Unified Communication Manager - learn more

Summary

Lync / Skype for Business IM conversations might not be recorded after recording and processing 10,000 RTF based messages.

Am I affected?

All Lync / Skype for Business IM recording deployments are affected. This issue affects IM conversations which are using the RTF format. Lync 2013 or newer desktop clients are using the RTF format for P2P IM conversation when both participants are using a desktop client. Conferences, mobile, and consumer Skype conversations are not affected by this issue.

Impact

- When the instant message is transmitted using the RTF format, the Verba Lync / SfB IM Filter application (on the FE servers) can use all available Window handles due to the improper deallocation of the RTF parser. - The service stops processing RTF based instant messages after approx. 10,000 RTF messages (after all Windows handles are consumed) - No alert or notification sent when the issue occurs

Workaround

- The RTF message format can be disabled by a client policy, for more information see https://docs.microsoft.com/en-us/powershell/module/skype/set-csclientpolicy, DisableRTFIM

Summary

Certain calls between Skype for Business and Teams or Azure VoiceMail cannot be recorded

Am I affected?

All Sykpe for Business recording installations are affected where the recorded users can call Teams users or place voicemail messages in Azure VoiceMail.

Impact

Certain Skype for Business calls cannot be recorded when a recorded Skype for Business user is calling a Teams user and one of the participants is outside of the corporate network, or a recorded Skype for Business user is placing an Azure VoiceMail message. This limitation is caused by the new call setup procedure, and specifically in ICE negotiation, introduced in Teams and Azure VoiceMail, which prevents the recording system to redirect and force the calls to the Skype for Business Edge Server where the Media collector can fork the related media streams. Since the system is not able to capture the media streams related to these calls, these calls are not recorded. No alerts are raised unless CDR reconciliation is enabled.

Workaround

Currently there is no workaround other than disabling Teams or Azure VM calling entirely for the recorded users. We are actively working on implementing a new solution which extends the capabilities of the Proxy Server to be able to relay these type of calls too. It requires a major change in the architecture by allowing the Proxy Server to relay calls with external participants through a public interface. It also means that that calls which are currently routed through the Skype for Business Edge Server and forked by the Media Collector Service will be routed through the Proxy Servers that same way as calls with internal or PSTN participants. We are currently targeting July 2020 with the enhanced version of the Proxy Server.

Summary

In case a large number (hundreds) of concurrent conference calls are active or there is a large number of participants (100+) in a single conference call, the SIP message queue on the SfB Front-End Server can significantly increase. This causes delays in call setup and other aspects of call control actions. As a result, users may experience a slow or unresponsive UI. The root cause of the issue is the Verba Lync/SfB Call Filter Service, running on the SfB FE Servers, which is not able to process the large number of SIP NOTIFY and BE-NOTIFY CONFERENCE messages in a timely manner.

Am I affected?

All version 8.9 or later Lync/SfB recording deployment using proxy based recording is affected. However, Mediation or AVMCU based recording deployments are not affected.

Impact

- Due to the large number of SIP BE-NOTIFY and NOTIFY MESSAGES, the Verba Lync/SfB Call Filter Service spends an increased amount of time with processing, causing an increase in the SIP message queues on the FE Servers, which can cause a delay in call setups and other call control actions. - As a result, users may experience a slow or unresponsive UI.

Workaround

Until the issue is permanently resolved, the following temporary workaround is available: The AM script file for the Verba Lync/SfB Call Filter Service needs to be replaced to disable SIP NOTIFY/BE-NOTIFY CONFERENCE message processing in Verba. As a result, the above issue will be fixed, but the Verba system will no longer store conference participant information.

Numerous security enhancements to eliminate various vulnerabilities

TLSv1.2 is enforced for secure connections in internal communications

CNG crypto provider support has been implemented to support certificates stored in the Windows Certificate Store using the next generation crypto provider

Support for Cisco Owner User IDs which allows assigning calls to users based on the Owner User ID (Agent ID field). It allows assigning shared line calls properly to users.

Competella Contact Center integration for SfB/Lync recording. The system recognizes the Competella calls with the right meta information and call directions.

BlueJeans interoperability for proxy based SfB/Lync recording

Storing the Physical Device Name in From Info / To Info fields

New Collect Configuration and Logs feature. It allows collecting local and central configuration related data such as service configuration, extension configuration, license information, AD sync profiles, etc, and log files.

Legacy export data retention policy has been removed (can be restored by registry setting)

New filter for Storage Policy and Labeling: Source Platform New CDR columns for Conversation Export: Source Platform, Conversation Type (Modality)

New permission is introduced to define the scope of the agent view if the supervisor has the ability see idle screens too

Playback / download multiple voice call recordings (call legs) as single audio file

New option to select metadata fields for the CSV export on the Conversation Export page

New search criteria to filter for scorecard questions and responses for QM reports

Support for seconds in time parameters on the reporting page (the "Fix date interval" calendar still does not support seconds)

SfB /Lync communication policy related events for meetings are now stored in the audfit log

New conference notification target added: "Host"

Input text size limitation is removed for the following fields: scorecard comment, scorecard text fields

New phone based silent monitoring allowing monitoring calls using a phone. The feature can be invoked through the web application.

Configurable music on hold audio file for outbound announcements

New announcement feature for Cisco inbound calls

New HTTP Business API Call: MuteRecording

SearchCalls HTTP API can be used to filter based on metadata values (example: meta=Default:Phone XML List=Item1), also, metadata can be listed by adding returnMetadata=1 parameter

SMTP template hint updated with new available fields: Duration in Minutes, Modality, Modality id, Policy Name, Number of Messages, Number of Participants. Also added modality filters to be able to print values only when the attachment is for example IM or voice or video or desktop screen or app share.

SQL Server connection is no longer required (optional) for Media Collector and Lync Filter, Media Collector and Proxy Server, Speech Analytics Server, Desktop Recorder, Announcement Server, and Lync Filter server roles

Installer logs contained passwords in clear text in certain cases

Issue in Cisco XCC/WSAPI based gateway recording generated false connection alerts

The recorder service might crash using Cisco gateway based recording (WSAPI/XCC) when the recorded call was initiated from an analogue port

Maintenance mode did not work and the Cisco IM&P connections could not be restored

SfB/Lync mobile calls were not recorded when the mobile phone was connected to the Internet on 4G networks and the provider was using NAT

SfB/Lync app and screen share streams were not established when announcement was configured for the recorded user with announcement configured

SfB/Lync file transfer and content import recordings were not decrypted before downloading

Incorrect direction was set (based on pattern) in case of incoming calls from PBXs connected to the SfB/Lync environment

When a call was ringing out and put on hold then resumed, the CDR information was missing the other party number

SIPREC: video call recording was not working properly

Speakerbus 5th channel address was not parsed properly in heartbeat messages, recording was lost for the 5th channel in case of recovery mode

Capture agent now tries to reconnect in case of recorder connection failure before considering failed connection (and so stopping screen recording)

When the connection between the screen capturing agent and the recorder was lost, the multiplexer generated invalid filename for the multiplexed file

Agent View Scope permissions were in the wrong precedence order ('On the phone' screen only, 'On the phone' and idle screens)

Publishing Server users were unable to log in to the Publishing Server

Name and Auto-Approve filters did not work on Workflows List

Download did not work on View Shared Items screen

Agent View: Improved handling of desktop agent registration. When the desktop agent is registering again then the web application is not clearing the current image store for the agent.

In a Multi-Tenant Environment, Database Purging worked on the root tenant only

When the user tried to create a Role with a name that was already used by another Role, an error page was shown

Active Directory synchronization error was not available on the web interface when some users were successfully synchronized

The QM icon appeared on the search interface (to add a conversation to a project) even if the customer did not have QM licenses

List filter disappeared on refresh on the Ongoing Conversations page

Changing the playback speed did not work after pause in Internet Explorer

An error occurred when a non-supervisor user tried to filter for Conversation Identifier

Apply extension configuration was not triggered automatically after a new Verba Announcement Server registration

Users CDR Reconciliation Summary report was showing months in wrong order

Reporting did not work when "Past" or "Previous" text inputs did not contain a valid number

Not Recorded and Incorrect Conversation Details report did not show calls with End Cause is Unobtainable

Simultaneous Calls Trend report did not work

An error in the direction handling script caused infinite loop then an exception

Certain fields were split and truncated over a certain size depending on the available length of the fields

Agents Call Activity Summary report failed when the call end time field was set to 1900-01-01 due to recording error

Content Filter for File was using OR logic between the filename regexp match condition and the allowed maximum file condition, now it uses AND operator. OR logic can be achieved by creating multiple content filters.

QA scores counted text fields too if they contained numbers

QM project update did not work after the project was started

Announcement service might invite participants to an IM conference which is not yet setup completely. It caused unwanted errors in SfB/Lync reports, there was no impact on user experience.

HTTP Business API's HTML and JSON formats did not work properly when additional information had to be returned (metadata, instant messages, etc.)

Error was thrown when multiple metadata filters were specified in GWT Direct Call Search and HTTP Business API

SQL Server multi-subnet failover setting was not applied properly using the ODBC 13.1 driver

MP4 multiplexing did not work for video calls longer than 15 minutes

The Verba SfB/Lync Call Filter, the Verba SfB/Lync IM Filter and the Verba SfB/Lync Communication Policy services were using incorrect alert types in case of connectivity issues

Background task total counter was maximized at 1000 (batch size) showing inaccurate status information

Recordings without media file were not handled properly and generated alerts and error log entries

Storage Management service crashed when recordings without media files were in the WORM cache

When there are multiple CA certificates in the Windows Certificate Store, the certificates used by the system were only validated against the first matching CA certificate and this might cause that the certificate was considered invalid

Storage Management service might crash if RDP based application share transcoding session is terminated prematurely (because of error during processing or application exit)

When a video transcoding job is canceled (service stop), the service closed the transcoding as a successful job

In some rare cases, encryption failed and the upload process was not able to upload the recordings