Verba Release Notes

Multiple security enhancements for the Web Application and other services: - Application level encryption (client side asymmetric certificate based encryption using RSA/ECB/PKCS1Padding) for sensitive information (e.g. passwords) above the encrypted transport layer - Allow only strong ciphers on the Verba API Server Socket

OpenSSL library is updated to the latest v1.1.1s

The Verba SfB/Lync Filter Service now can use and prioritize the gateway/SBC's IP address in the case of subnet-based proxy assignment.

The Skype for Business IM recorder now stores the participants of the chat sessions.

Microsoft Media SDK upgraded to v1.24 which fixes the following issues: - fixed a crash that could occur for bots receiving video - for bots that send encoded H.264 video, fixed a bug where the VideoSocket.KeyFrameNeeded event was not being raised, potentially causing the video feed from the bot to freeze. - fixed a bug in which the VideoSocket.VideoReceiveStatusChanged event could be raised prematurely before VideoSocket.Subscribe API requests could be processed.

New Microsoft Teams Application which enabled recording controls such as start/stop recording, and pause/resume recording. The Teams app provides seamless authentication in Teams when Azure AD based authentication is configured.

New integration option for Microsoft Teams chat and channel archiving using the Microsoft Teams Export API: - Export API based integration, which allows querying and downloading chat messages for users, and channel messages for teams - Support for on-prem, cloud and hybrid deployments - Supports all instant message scenarios, channels, P2P, and meeting chats - Supports all formatting options, emojis, giphys, stickers, and other apps - Supports selective capturing/archiving for users and teams

Microsoft Teams chat archiving: Sharepoint attachments are now first tried with their download URL instead of file listing and filename matching

The sender of a Microsoft Teams chat or channel application message (e.g. Forms) is now identified and stored instead of the name of the application for DLP/Webhook based integrations (Export API based integrations still display the name of the application as sender)

New Verizon Conference CDR fields: Leader Passcode, Participant Passcode

BT IPTrade SIPREC integration for secure connectivity between the recording system and the IPTrade platform. The SIPREC integration provides the same features and metadata as the proprietary recording protocol based integration. The SIPREC based integration also provides mid-call failover for Media Recorder failures.

Added connection timeout UI configuration for Cloud9 Call Data API import source

External user's that join recorded tenant's meeting now will show up in the participant list with their display name instead of being 'unknown'

The Data Management Policy Events page has been deprecated and removed on the Conversation Detail page

Added the Participants field to the Export metadata, and Conversation List Layout

Active Directory Synchronization will not overwrite: - Users' Custom User attributes when they are not configured in the Active Directory Synchronization Profile - Users' Retention settings when they are not configured in the Active Directory Synchronization Profile

Log Out of All Sessions feature added to the User details screen allowing administrators to forcibly log out a user

Change string "Recorded Extension" to "Owner Identification" to better reflect the content of this field

Improved the speed of the User Suggest (autocomplete) feature

Add the Extension Description field to the Bulk User and Extension Update feature

Improved configuration checks for compatible storage targets when configuring data management policies

Group filter added to Users Without Recording Report

New Report: CDR Reconciliation for Skype for Business Summary added to show some of the new diagnostics information created for Skype For Business CDRs if the call was missing or not correctly recorded (recording errors were detected)

New Report: Users Most Recent Conversations displaying the date and time of the most recent conversation recorded for the configured users, and it also shows extensions or users without any recording in the query interval.

The "Conversation ID" field added to the Call Activity Detail Report

New Intelligent Voice (compatibility mode) processor added for basic speech transcription integration with the Intelligent Voice solution. The integration supports single language transcription and diarization.

New custom recording announcement for Microsoft Teams. The configurable audio prompt can be played back for the following call scenarios: - Peer to peer internal calls - Peer to peer PSTN calls - Peer to peer federated calls The announcement can be configured using the existing user configuration, and supports announcement audit logs, but does not support announcement whitelists.

New Conversation API to allow recording controls using the new REST API framework: startRecording, stopRecording, muteRecording, keepOndemand

Improved bulk conversation association with users when invoked on the Extension configuration page. Previously, when the call volume was high, the association requested could have timed out.

Media stitching for advanced voice data (e.g. trader voice) performance improved for GSM-FR based audio

Media files that are corrupted now automatically have the worst voice quality score instead of being ignored.

Muting/pausing voice recordings no longer impacts the media statistics which can generate false voice quality check or no media alerts

Enhancements for IM transcript files exported by an Advanced IM export policy (Microsoft Teams): - Original JSON content, received via the Microsoft Graph API, is added to the exported IM transcript file (XML files with .im extension) - Attachment information (original filename, attachment location on storage) is added to the exported IM transcript file (XML files with .im extension)

SMTP target attachment options are improved: - The type Media File means file attachments only in the case of IM conversations (the IM transcript files with .im extension will no longer be attached with this option) - New type "IM Transcript File" attaches the .im IM transcript file if available With these new settings, someone can configure the system to attach the IM transcript files without attaching the files shared in the chat conversations.

SMTP Header To address field could only contain/use the first email address when multiple addresses were defined. From now on it will support multiple email addresses.

Instant message export via SMTP displays the participant join and leave events at the right place (at the right time) in the message flow. Before the join events were listed at the beginning of the conversation (regardless of when the participants joined) and the leave events were displayed at the end of the conversation.

New Add Media Error Fields setting, under Storage/Export for advanced export which allows exporting the media errors

New option to disable Voice Quality Check for Skype for Business screen share recordings under Storage Management / Voice Quality Check / Process Skype for Business Appshare Conversations (by default is is enabled)

Additional validations added to prevent unsupported data management policy actions for EMC Centera: Move, Copy, Archive, and Export actions are not supported when both source and destination are EMC Centera.

The PowerShell Deployment Toolkit can check for previous installations

New Local IP configuration for the PowerShell Deployment Toolkit. If not provided, the IP address of the first NIC will be used. If provided, then the given IP address will be used. It is also possible to provide a partial IP address as a wildcard with the asterisk symbol. In this case, the script will check the IP addresses of the NICs, and the first one will be used that is matching the provided wildcard. If none of the IP addresses are matching to the wildcard, then the first NIC IP will be used.

New Vodafone Import Source added to enable the integration with Vodafone Mobile Recording solution. The integration utilizes the FACE API to download and ingest the recordings from the Vodafone platform.

Cisco Webex Teams import source was slow due to participant chance inefficiencies: - automatic cache cleanup - 404 not found users won't be queried for each conversation - logging improvements

Import sources use the valid from and to values from the recorded extension configuration to determine if the conversation record related to the extension should be imported or not when recording rules are enabled. Before the service only used the extension change log database table which did not allow configuring extensions valid before the installation date of the system.

WFO-Verba Migration: when a call is archived to the same storage multiple times, then prefer the last one for playback

The internal API ports did not take into account the TLS cipher restrictions configured under Server Certificate/Advanced TLS Settings/Suite Constraints for the following services: Verba System Monitor Service, Verba Passive Recorder Service, Verba Node Manager Agent, Verba Analogue and Radio Recorder Service, Verba Storage Management Service, Verba Media Utility Service, Verba Media Streamer and Content Server Service, Verba Dial-in Recorder Service Verba Screen Capturing Service, Verba Screen Capture Multiplexer Service, Verba Centile Connector Service, Verba Media Collector and Proxy Service, Verba Speech Analytics Service, Verba Import Service, Verba Unified Call Recorder Service, Verba Unified IM Recorder Service, Verba Cisco Announcement Service, Verba SMS Recorder Service

The Owner User ID was not determined in some Cisco Barge and cBarge scenarios and user assignment did not work for these call legs

The Cisco JTAPI Service ran out of memory and crashed when the Cisco UCCE or UCCX integration was enabled. The system raised an alert after the service failure. During the service failure, the system could have missed metadata.

After a Unified Call Recorder Service crash, the recovered partial record was closed and the event was always sent to the first JTAPI service in the list, which if was down/non-existing but not removed from the configuration, then the call could not be closed in the database.

Very short recorded calls caused the Cisco JTAPI Service to unnecessarily store the CDR information in the memory for a few hours

Microsoft Skype for Business and Teams interop call scenarios were not working when Citrix HDX RealTime Optimization Pack was used with VDI clients due to Citrix limitations. The issue impacted call scenarios with devices connecting external networks which require the SfB Edge servers. The new Citrix HDX version will be available, for more information, please contact your Citrix representative. An earlier partial workaround was implemented for the issue, which is now removed. It is necessary to deploy the new version of the Verba Media Collector and Proxy Service along with the new Citrix HDX version to fully resolve the issue. Update: the new Citrix HDX version is available for download at https://www.citrix.com/downloads/citrix-receiver/additional-client-software/hdx-realtime-media-engine-29600.html

When a P2P call was escalated into a meeting while one of the participants put the call on hold, the media packets were skipped from recording.

In the case of sending the RAW PCM-16 audio stream to the recording service, the recorded audio content became static noise.

If the meeting's organizer was not part of any provisioned tenants, the To Info doesn't contained the organizers display name.

Microsoft Teams video playback or transcoding failed if PCM16 audio was recorded in VMF format

The Microsoft Teams Bot service didn't reread the environments.xml for changed multi-tenant configuration in the case of configuration reread. It required a service restart to apply the new tenant configuration.

The Microsoft Teams Bot was not prepared to handle transferors other than type user. In the cases of service transferred calls (e.g.: Call Queue) the bot failed to process the INVITE. The issue only affects v9.7.6 or later versions.

Stereo recording didn't work since v9.7.6. It caused both P2P and meeting stereo recording to produce one-way audio in the recordings.

Microsoft Teams instant message archiving fixes: - Archived channel from teams point of view: file share recording was evaluated only from the participants' point of view, i.e. if only the team was archived, file attachments were not fetched - Webhook subscription license model change was not handled properly, did not delete the existing subscription but created a new subscription leading to subscription errors/alerts till the previous subscription expired - CDR information was not always updated with participant changes for P2P and group chats (To and To Info fields) - SQL insert error due to possible truncations revised - Attachment download failed when the server returned the content with gzip/deflate content encoding - In case of a high number of processing queues, the service stopped slowly - Queue processing might have stuck if another process deleted the batch files meanwhile the service processed the queue folder

Upload could fail due to database error when multiple threads uploaded Microsoft Teams chat attachments related to the same chat or channel when multiple attachments were sent in a short timeframe. The system raised an alert and retired the upload.

Microsoft Teams chat message history showed duplications for the Microsoft Teams Export API based integration. Channel messages were not impacted.

Microsoft Teams chat or channel attachments were not visible randomly in the viewer when stored on a network drive that needed custom credentials

Microsoft Teams chat or channel attachment download failed with error code 404 (file not found) if the file name contained more than one space after each other

Q.850 cause 31 ("normal, unspecified" call clearing) was considered as abnormal/premature call termination leading to call processing alerts in SIP integrations once the call was terminated with this reason. The issue was identified in a Ribbon SBC SIPREC based integration.

The Unified Call Recorder service ignores the CDR-Only records when calculating the maximum concurrent call count for the service overload report because those records have no performance impact on the server. This improvement is relevant for configurations where the Media Recorder and the Recording Director roles are co-located and cross-connected.

IPTrade turret playback with password authentication did not work

IP Trade device type might have changed from/to 'Unknown' which caused CDR termination/new CDR because of the device change

Conference participants were not stored properly for BT IP Trade SIPREC based integrations

When the system missed the initial call start event and the call was created based on the heartbeat event, the media stream - call association was shifted causing wrong mixing during playback. In the case of the first recording channel/mix, the system did not record the media stream and generated a "Media descriptors are not available for the call" alert. Also, the metadata was not complete, because the system did not update the metadata using mid-call events causing incomplete data for segmented records.

IPC Unigy: race condition between SIP and CTI messages at agent logoff might have caused a false positive media mix lost alert

When using the Cloud9 Recording System API based integration, after successfully importing the data, the C9 client expected a blank HTTP response with status code 201

SMS Recorder Service did not insert data into the right tenant, instead it inserted all data into the reference tenant in multi-tenant deployments

The Verba Genesys CTI Service sent a stop recording command to the Genesys T-Server in the case of hold scenarios even when the recording was not triggered by the CTI service. When the call was resumed, the CTI service didn't sent the start command therefore the T-Server never restarted the call recording.

Zoom import did not work due to timeout issues when the system was configured to retrieve a large amount of data via thousands of result pages

Zoom Meeting import did not work when a date field was empty (unexpectedly)

When using a redundant Zoom import configuration (multiple serves were enabled for importing the same data), in very rare cases, a single or few participants of a meeting were missed during import without error messages. The issue was related to a database lock. If CDR reconciliation was enabled, the system raised alerts for missing recordings.

Right-click options / Same day features on the conversations screen chose the day in UTC timezone instead of the user's timezone

The Identity Providers were not saved when saving a Role, the issue only affects v9.7.1 and later

Conversations without media files could not be deleted on the web interface

The Advanced Export Rename Files feature was not always available for the selected Storage Target depending on the selected type

The Synchronized Active Directory Group could not be removed from the Active Directory Profile when the Group Name could not be determined

Transcript highlight was not followed when scrolling was needed, if manually scrolled it jumped back to the first sentence once releasing the scroll bar

The Recorded Voice Quality Issues dashboard widget search filter did not consider the Secondary flag when the Search menu opened through the widget

The back link at the "Configuration tasks to be executed" page caused an infinite loading screen

When a Data Retention Policy / Role / Label Rule filter with "Matches a Value in the List" operation changed, and the "Matches a Value in the List" operation was chosen again, then the filter input field did not show

After a successful login and logout and one more successful login, the login screen was displayed instead of the main screen

Transcription displayed unnecessary Speaker entries in the viewer when the user searched for a phrase

Phone Number Masking on the UI did not work for the Conversation Participants on the Conversation Detail and the Search page

The Roles and Permissions report did not work when there was a Role with the "Unable to Access Conversations Older than

The Not Recorded and Incorrect Conversations Details report only showed user related calls, while the Recording Assurance Dashboard has shown the non-user related ones too, thus the report was modified to show the non-user related calls too. Fixed the not user-related calls 'null' value to 'Unknown' and the reporter user's 'null' value to the creator user.

User Instant Messaging Details Report Participants - fixing "null" when having odd numbered participants

Dashboard widgets showed "No displayable content" when the widget was opened in full screen mode before their content has been loaded completely.

The form designer in the case of a Multiple Choice Question showed the wrong default value.

Verba Import API did not work in some cases and generated an error message about content length mismatch

When site configuration was used and the Recording Server recorded a call for the user using an integration that supported shared server recording rules, the system could have recorded calls on the server which should not have been recorded on that site.

Directory settings generated by the installer from the Media Folder set during installation, could not be changed later (ondemand, playback cache folders). These settings can be changed under Directories in the server configuration.

Database maintenance job alert was raised if the job was not able to insert a NULL value in the job logs table

Search related features became unavailable when an index rebuild was started while an advanced export was running at the same time.

The Unfiied Call Recorder, the Unified IM Recorder, the Passive Recorder and the Media Collector and Proxy services could have crashed if the service statistics could not be retrieved in a timely fashion (for deadlock detection) in the case of 3rd party processes running from a network share.

Certain Storage Management functions were not automatically retried after recoverable database errors

Transcoding from video/app share/desktop screen to audio format did not convert the call to voice only modality and did not delete the original video file

After transcoding a media in the local cache (non-SMB storages), the MP4 file was uploaded with the wrong filename in the case of SFTP target, causing the overwriting of the original media file (vmf/msrdp).

Shared recorder/remote cluster ongoing recordings were considered as crashed recordings too at recorder service startup if those were recorded by other recording service running on the same server. This could lead to healthy ongoing calls being terminated by the other recording service running on the same server prematurely in the database, but media was still fully recorded and uploaded properly.

FilePath metadata field in Advanced Export was not determined correctly when the file was renamed during transcoding (to mp3 for example)

Move policy was applied to calls under Legal Hold on Amazon S3 Storage Targets even if the Enable Object Lock and Legal Hold setting was turned on

AWS S3 virtual host style addressing has been changed on the AWS side and the integration did not work outside of Europe. Previously the virtual path was https://bucket-name.s3-region.amazonaws.com while the new format is https://bucket-name.s3.region.amazonaws.com

False dead transcoding detection (and service restart) during ad hoc transcoding if upload to WORM storage from processing cache did not finish within the dead session timeout.

EMC Centera Storage Target: when retention was not set for upload or when the calculated retention was pointing to the past then the system set 0 seconds for retention. This caused upload issues when the Centera Pool had a minimum retention configured. From now on if the calculated retention is zero or not set, the system does not set the retention on Centera.

Trader voice ongoing stitched media files might have been included in call exports if at the time of export they were present in the media cache on the Media Reposirty / Application Servers

Multiple deduplication issues fixed: - Media records were not deleted during the deduplication process for trader voice conversations for v9.6.17 or later - Better scoring logic to prefer keeping primary records with configurable thresholds - Possible crash at deduplication if another server/thread has already deleted the current CDR

Voice quality check scores were only inserted into the reference tenant in multi tenant configurations

The ConferenceParticipants placeholder in the SMTP storage target was formatting e-mail addresses wrongly

Media files with .ongoing postfix in the file name were generated during export or playback of CDR-Only records without media

Advanced IM export policy could export attachments multiple times when the Microsoft Teams Export API based integration was used

If there was an SQL query error in the policy manager thread, the thread exited, and the policy execution has stopped

SMTP export fixes for converting URLs to HTML links: - Long URLs might not be parsed properly - URLs copied from Microsoft Edge were not parsed properly - Default date format containing -0000 at the end fix - Fix for handling URLs with reactions

Verba Secure File Transfer (VSFT) server port did not take into account the TLS cipher restrictions configured under Server Certificate/Advanced TLS Settings/Suite Constraints

Amazon S3 and S3 Compatible storage targets do not support subfolders, only the root folder of the bucket is supported. However, the storage target configuration page allowed to enter a subfolder in the REST API endpoint configuration field, while the Storage Management service discarded that /subfolder and used the root folder for the action. In an extreme configuration, this could even cause data loss. For more details, see RI-033280. The Storage Management service now fails and raises the appropriate alert if an invalid bucket/container name or API endpoint is configured.

No limit (0) SMPT attachment (Storage Management/Storge Targets/SMTP/Attachment Size Limit (Mbyte)) did not work, the system applied a 5 MByte file limit instead.

Small resource/memory leak resolved in Amazon S3, S3 Compatible, EMC Centera, and SFTP storage targets. There was no impact on the behavior of the Storage Management service.

Verint WFO export target: media files were duplicated in ingest requests if the record type was standard causing Verint WFO to mix the files and generate strange artifacts in media

Background task page counter fixes: - If data management policy processing failed, the background tasks/total processed counter became invalid as it summed the number of total calls and failed calls. - For scheduled policies, the background task counter when the policy finished became invalid, it contained all other policy results which were processed starting from this policy (call based policy processing, default). - Policy execution in background tasks was not closed if it wasn't the policy from where the processing of call started (call based processing, default)

Playback did not work for migrated calls from a Verint WFO v11/v15 system if the files were stored on EMC Centera, and there were multiple archive copies for the same call

The installer should not accept commas when providing a port for the SQL server connection

Replaced the comma with colon in the registry when using custom SQL port. PowerShell Deployment Toolkit raised an error when using a custom SQL port during the test phase.

The installer always asked if the user wanted to partition the database, even if it was already partitioned and partition update scripts should have been run. The installer will automatically run these updates if the database is partitioned.

Skype for Business CDR reconciliation reported already processed non-recorded conversations in some cases

Generic Import - IM Content fields were duplicated in case of doing export or doing field mapping testing.

Import sources did not insert the data to the right tenant in multi-tenant environments, all data was inserted into the reference tenant, regardless of in which tenant the import policy and the user were configured.

Generic Import - Field mapping with a function couldn't be saved. Field with child fields with settings saving issue is resolved (saving only for the child field and save instant changes).

When no recoding rules were enabled for an import source and the import source was not created in the reference tenant (multi tenant system), the imported records were created in the reference tenant instead of the tenant where the import policy was running.

Vodafone mobile recording import source fixes implementing comprehensive Vodafone API support with a focus on edge cases, reliability and unexpected conditions, and the creation of detailed Vodafone metadata template for faster troubleshooting.

Segmented IM integrations such as Webex Teams or TeleMessage no longer create CDR XMLs in the media folder

When using External Server configuration, if the alerts raised by the external servers were imported by multiple servers (Import Service were enabled on the multiple servers for high availability), after the first server succeeded, the other serves raised errors