2.38.0

When you opt out a person, you can now configure the number of days that need to pass before the agent can offer the person to opt in again. The configuration accepts the following values:

• -1: Never offer to opt-in
• 0: Reset, which means offer to opt in next time a person calls
• Any positive integer: Future days from now plus 1 day. Accepted values are from 1 to 36500.

On the Engagements page, you can now combine the number of correlated engagements count within a configured timespan (for example, 48-hour time window, forward and backward) on a per scope basis. This helps when the Correlation ID might not be unique over longer time intervals. To use this feature, open a support ticket.

The Gatekeeper web admin portal now uses AnalyzeAudio API instead of the standalone APIs (Verify and DKF) for the following UI actions:

• Verify
• Compare to Person(s)
• Compare to Fraudster(s)

The following self-hosted connectors have been updated:

Self-hosted connector	Version
AES Agent Status	1.0.1
Avaya AES	1.5.6
Cisco CUCM	1.7.4
Cisco GED188	1.0.1
Genesys Cloud BYOC	1.7.6
Genesys Engage	1.9.4
Media Connector	2.5.0
OVS RCC	1.2.0
SIPREC RCC	1.13.3

Issue Description	Issue ID
When a network disruption occurs during a live call, the Web Agent Console displays an error message and transitions to waiting for the next call.	5881292
When a network disruption occurs during a live call, the Web Agent Console tries to reconnect automatically.	5881293
When using v2 flow (for example, for NVSL 12), the Web Agent Console displays an error (Oops Screen) when enrollment fails due to audio being too short.	5891995
On the Configuration page of the Gatekeeper web admin portal, the list of categories don’t display all the way down when the view can actually contain more categories.	5892070
In edge case with many CTI events arriving within milliseconds, a few CTI events are processed as part of the next call.	5947462

In some cases, Media Manager may experience a crash that disrupts media streaming, particularly during voice-biometric operations. This issue can result in agents encountering an Oops screen within the Web Agent Console (WAC).

Shared browser storage between parent-child WAC iframes may fail due to storage partitioning changes in Microsoft Edge and Google Chrome, causing unauthorized errors in child WAC. For more details, refer to the Storage partitioning in Web Agent Console topic.

When using multiple tabs in the Gatekeeper web admin portal, users may be prompted to re-authenticate periodically, typically every few minutes.

If the fraudster was deleted but was still in the cache, it’s possible that the export services might still show it up as empty string. However, when the context-manager tries to get gk_fraudster_id by gk_voiceprint_profile_id, it gets NOT_FOUND as the voiceprint was deleted.

In the Gatekeeper web admin portal, when you add comma to the autocomplete in the search box, it’s used as a separator (like space), and search of only a comma returns no results.

When Contact Center Flow version is set to v2 and Detect Fraudsters is enabled on enroll, the Detect Fraudster widget doesn’t show a pass label.

WAV header duration value is unreliable when fetching media through GetMedia API, GetMediaUnmasked API, or through /media URL obtained from the PublishMedia or PublishUnmaskedMedia API.

Use duration provided by the GetMediaInfo API instead of relying on the duration of the WAV header.

In the Web Agent Console miniature view, language prompts aren’t localized to match the miniature view.

In Web Agent Console, some Dutch prompts aren’t localized, and they default to the English locale.

Any NVSL frameworks at 16 kHz don’t work, as Gatekeeper doesn’t support 16 kHz audio yet:

• FACTORY_TI_16kHz_10
• FACTORY_TI_16kHz_9
• FACTORY_TI_16kHz_8_2
• FACTORY_TI_16kHz_8
• FACTORY_TI_16kHz_7_2

Rarely it may happen that a post call session is isolated in a separate engagement and not aggregated with the other live sessions.

DEMO and Bootstrap risk engine calibration models might not work properly and they show poor accuracy. Use these models only for non-production use.

Gatekeeper Web administrator applications don’t officially support Private Browsing Mode. Without them, the Console may display an authorization error. This isn’t required for agents authorized for a single scope.

The autocomplete for first name and last name doesn’t work when using special character, such as ‘@’ or ‘_’.

Web Admin Portal has a time zone selection issue related to browser updates.

Kibana Dashboard – The Generate PDF feature doesn’t work when Optimize for Printing is enabled.

A Clustering or Backward Search action may time out due to the memory required for media collection exceeding configured limits. This is likely due to a collected engagement containing more than an expected number of sessions but could have another cause.

Clustering and Backward Search have the following limitations:

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

Audio streaming for transcription is limited to one realtime (this value isn’t configurable).

For Stereo audio, the redacted overlay interval applies on both channels in the audio viewer.

Realtime redaction isn’t supported when Transcribe API is used.