Latest updates in Aurora teleQ

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1: Choice blocks update

The functionality of inserting choice (menu) blocks within a dialog tree has been enhanced. Previously, the system assigned the next dialog block to the first choice ("1") when a new choice block is inserted. The new behavior allows users to select the desired assignment for the following block through a pop-up, including the "At no choice transfer to" option.

Before: Automatic placement of Picker

After: Option to decide placement of Picker

1: New Duo option

Duo now has the same “Omit A-number question” option available, similar to what already exists in callback.

2: SMS message clearing improvement

After sending a manual SMS, the system will now keep the message that you sent (until the window is closed) and clear the phone number field. This facilitates the process of sending the same message to multiple recipients. Additionally, there is a new button inside the SMS message box, in the top right corner, which allows you to clear the text in one click.

1.1: Bug fix New Reports

Bug with orange triangle being visible all the time in New reports is now fixed. The orange triangle now only shows up when changes have been made, and it then indicates that the user needs to regenerate report with “Create report”-button.

1.2: Bug fix New Reports

Sorting issue in New reports now fixed. Clicking on the sorting arrow next to the column header for sortable columns did not generate correct sorting.

2: Bug fix Availability (SKR) report

Bugfix in the Availability (SKR) report, where the numbers of “Incoming calls” in the report were incorrect when taking out the report for a longer interval then one day. Hotfix into Aurora teleQ 11.9.

3: Manage numbers from task

In addition to add the a-number from a callback task to a number, it is now also possible to add the telephone number from a manually created task. The telephony number can be in either national or e164 format, and will be validated, and if needed converted to e164 and added to the selected number list.

1: New Web Entrance

1.1: New task type

A new task type has been introduced. It is called Message and is a non-booked task type. It can be created through Web Entrance. You have the same information and features in those task as you have in a callback task. Icon in task list shown below.

Tasks will also be shown in the reports, see picture below.

1.2 Web Entrance – New version

If Web Entrance is activated on your teleQ unit you will might see two different setting pages.

• Settings (Deprecated) – This is the Settings page for our oldest version of web booking. And will be completely removed in the future.
• Web Entrance – This is the setting page for your Web Entrance. It has two URL’s s, one old and one new.

There is no need to take any actions on this at this time. Affected teleQ units will be informed when they need to do the switch to the New Web Entrance and the new URL.

1.3. Web Entrance – According to schedule

You now have the possibility to have your Web Entrance always open or according to schedule. See picture of the settings below.

1.4 Web Entrance – visual update
The patient side of the Web Entrance has received a more modern look and feel.

1.5. Web Entrance – video booking
The possibility to book a video call through Web Entrance has been reintroduced.

For those teleQ units using our oldest version of web booking, configured by Administrators under the Video menu, this will now be replaced by creating a new Web Entrance choosing the task type "Video call" instead. See topic 1.6 below for more information.

1.6 Web Entrance – multiple entrances
You now have the possibility to have more than one Web Entrance. You can for example have one for Video calls, one for Callback tasks (for example counseling calls), one for renewals of prescriptions and one for Cancellation of doctors appointments. The last two examples could preferably make use of the new task type, "Message".

Each entrance will have their own setting page, with their own set of questions, layout and fields as well as their own URL. And for each new entrance you can choose between three different task types: "Callback", "Video" and "Message".

To add a new entrance go to the ordinary setting page for Web Entrance and click on button New Web Entrance.

A new line will appear on the left side of the setting pages.

You can then set your own name of the entrance.

1.7 Web Entrance – E-identification

If enabling the following checkbox (see picture below), the patient will be asked for e-identification, when trying to create a task.

*Note that this feature will only work for the New Web Entrance URL.

2: Video meeting view

For video meetings patients will see themselves in addition to the agent in teleQ as a default view in mobile. In the pre-video meeting page for the patient and agent we show an Aurora logo.

3: Video bug fix

A bug was introduced in the last upgrade of the video server, which made no video calls being registered by teleQ, even when they had actually been taking place. This also led to no video call time and start and end time of the call in the Log report task details. Bug is now fixed.

4: Administrator permissions

Unchecking the administrator permissions now also unchecks the calendar permission.

5: Support removed for old system versions

Removed support for very old encryption standards TLS1.0 and TLS1.1

• Internet Explorer 10 and earlier: 2012 and earlier.
• Early versions of Microsoft Edge: Pre-2015 versions (Legacy).
• Google Chrome 29 and earlier: 2013 and earlier.
• Mozilla Firefox 26 and earlier: 2013 and earlier.
• Safari 6 and earlier on Mac OS X 10.8 (Mountain Lion) and earlier: 2012 and earlier.
• Safari on iOS 5 and earlier: 2011 and earlier.
• Opera 16 and earlier: 2013 and earlier.
• Android 4.3 (Jelly Bean) and earlier: 2013 and earlier.
• iOS 6 and earlier: 2012 and earlier.

6: Booking status

"Show last booking" status is now available for all users.

An admin can set up a warning with the waiting time for the latest task here.

7: Information message

It is now possible to select "information message" in all menus.

8: Function activation

All administrators can now activate the function "Warn if a category can take fewer bookings than", by entering a number.

9: Task list maximum

If on, the agents will see a warning, a yellow circle, beside the task list. The warning indicates when it will not be possible to book more than the specified number of tasks for a specific category.

10: New feature on number filtering

A new feature for filters on phone numbers and national ID - a checkbox called “Simplified forwarding” (SE: “Förenklad vidarekoppling“). It is accompanied by a tooltip explanation: “Forward all rows to the same function, such as Callback” (SE: “Koppla vidare samtliga rader till en och samma funktion, t ex återuppringning“). This solves an annoyance where you weren’t able to just add categories using these filters and move to a common follow-up dialog, which is now possible.

11: Managing number lists

Number lists can now be managed by users from the task view (both removal and addition). This feature is disabled by default. It can be enabled by checking a unit setting under the name of “Manage number lists from task”. It has a tooltip which further explains it: “If this setting is enabled, the task view will show a button "Manage number lists", allowing you to add or remove the caller's A-number from number lists directly from the task.”

12: Incoming message improvements

The “Incoming message” field in a task in teleQ have been improved to dynamically change its size to fit its contained text. In addition there has been added a “Copy to clipboard” button next to the text field.

13: Availability Report improvements

The Availability (SKR) report will exclude calls and tasks that meet certain criteria if they are made outside of office hours. It is also possible to exclude those calls and tasks if they are made on a Swedish holiday.

1: Updated Swedish translation for automatic A-number

The new callback feature has been renamed from "Bypass A-number question” to “Omit A-number question” (“Utelämna A-nummer fråga” in Swedish). The matching tooltip has been improved too.

2: Search for a number without the country code

You can now search for numbers in the national format in the number list view. Simply input the number starting with 0, and the system will match it with any country code.

3: Move the "Add to number list" setting to unit settings

The general setting "Add incoming number to list" has been moved to unit settings instead, and is now named "Add number to number list from task". The only effect on setting is to enable or disable the "Add A-number to list" button in the task view. Additionally, a tooltip has been added to furter explain this setting.

View in unit settings:

1: Automatic A-number in a callback

The callback dialog now has a new feature related to automatic A-numbers. Usually, with the automatic A-number option, callers press 1 to confirm their number for callback, or 2 to change it. With this bypass, the system automatically tries to use the caller's number, no button presses needed.

(Swedish translation for this new function will be improved in next version)

1: Old Reports

A fix is made regarding the inactivation of old reports as this was giving an error message when agent only had access to the Log report. For this case now, the agent will instead get a message that there are no available reports.

2: Web Entrance

As a preparation for the soon to come launch of Aurora teleQ new Web Entrance, in this version we have added the possibility for Administrators to see both the old Settings page marked by “Deprecated” for customers using our oldest version of web booking and the Settings page that will still be used in the future. The latter Settings page will in the upcoming versions of Aurora teleQ be updated with new features for the WE and a new URL. There is no need to take any actions at this time, affected customers will be informed when they can and should do the switch to the new Web Entrance.

3: Spelling fix

Minor spelling changes in Dutch for the password change dialogs.

1: Categories

A fix has been made for sorting orders of categories. Earlier, sorting by time, was not working but it is working now.

2: Question Box

Changed message in swedish to clarify for the user in teleQ when the question has been deleted by the end user or the question has not been answered in time. The english text was already explaining this clearly.

Old text:

New text:

1: New SKR Report

The NEW Availability (SKR) report is now enabled for all units and customers. The report follows the new guidelines established by SKR on how to measure phone availability as an indicator of Primary Care Quality.

2: Video

Multipart video is now available as default if video functionality is enabled.

3: Push login

Login to push from the web or mobile view has been improved, to ensure that a user isn’t logged in to more units than expected. If a user has access to more than 1 unit, you will now have to log in/log out the user one unit at a time. The user will be listed once for each unit.

4: National ID filter

It is now possible to use a custom voice message for the national id filter. For example, when a personal identity number is required, either a standard message can be played, or a custom one.

5: My Settings Push

In the My Settings dialog, the PUSH-numbers are now listed in the order they were added, if there is more than 1 number.

6: Password policy text

Clarified the text messages related to password change dialogs in Spanish and Norwegian.

7: Customer Log 2.0 (CL2.0)

An option is now added for a remote agent sending a request to the CL2.0 API to verify that all data is retrieved without the database timing out. By adding the parameter footer=true to the url request the output data will have a line with “EOF” in the end when all data is retrieved.

https://testsite.com/teleq/customer-log/v2/log?start=202403200000&end=202403312359&header=true&footer=true

1: National ID filter

National Id Filter is a new type of filter that can be added in a TeleQ dialogue tree. The filter requires that the caller enters either their Swedish national id, 10 or 12 digits, or their date of birth. This information can then be used to set up a number of different filters, where the call can be handled in different ways, similar to the existing telephony number filter.

Currently the filter supports filtering on year of birth, month of birth and day of birth, in addition of age, which is calculated from the current date. These fields can be filtered by the following operators: Greater or equals to, lowest of equals to, between or equals to and equals to, taking one or two arguments where appropriate.

If the user has entered their Swedish national id number, they will not be prompted for it again in subsequent steps of the dialogue.

In addition to the new filter there is also a wizard to help the users configure their filters. The wizard is opened by clicking on the line with the question mark in the image below.

Rows in the filter can also be rearranged by simply dragging them with the up-down arrow and they can be deleted by clicking the red cross icon at the end of the line.

The National Id Filter component supports the same national id formats as the ones that as set on the setting page.

When date of birth is used for filtering instead of national id, the caller will be asked to enter year of birth with four digits, followed by month with two digits and finally day of birth with two digits.

2: Mask phone numbers in reports

There are now two options available for “Masking phone numbers”. Choose between masking all digits or the last three digits. To change this, please contact support at Aurora.

3: Spelling error fixed

Fixed spelling error in Dutch error message warning the user that there are more users logged in than the licensed amount. Message has been changed from:

Er zijn meer gebruikers in Aurora TeleQ ingelogd ´als´ uw licentie toestaat.”

to:

4: Multiparty video

• In the Video call settings module, there is a possibility to set SMS reminders and updates.

Earlier, when using multiparty video calls, only main participant got reminders via SMS. Now all added participants will receive the reminders.

• When adding multiple participants to a video task, it is no longer possible to use the same phone number as the one used for the main patient in the task.

5: Web entrance

A checkbox has been added for possibility to enable/disable “Custom confirmation message” in the settings page for Web entrance. This can be used when ‘Automatically book first available time’ is activated.

6: Swedish Bank ID

E-identification with Swedish BankId has been updated to comply with their new usage standards. This is a mandatory change that aims at improvding security and decreasing the risks of fraud. The change is applied automatically and no action will be required.

Changes to the Identification Process:

1. Animated QR-Code: The QR-code used for identification is now animated, changing every few seconds.

2. Removal of Manual Start Option: The option to manually enter your personal identification number and start BankId has been removed.

Before change:

After change:

1: Telephone book

In Aurora teleQ, there is a telephone book that can be used when calling out manually or to show a name instead of a telephone number in the task list. There is also a search function in the telephone book to find entries more easily. Earlier, the search was case sensitive, but a fix has been done so it’s no longer case sensitive.

2: Reports

• As communicated earlier, we are now taking the first step in closing the old report. The corresponding data are available in the new reports.

  The reports that no longer will be available in the old reports are:

  • Log report
  • Agent report
  • Session report
  • Session Overview
  • SKR report

• The column "Video switches" in the Video report is now counted up at the same time as the switch is actually made and not when the task is closed, as it has been before.

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1: Automatic SMS

• When using SMS, you can send an automatic SMS when a task is marked as done. Now there has been a change so no SMS will be sent when calling without a task, as it has been done before.

• Automatic SMS reminders were sometimes sent despite the function being inactivated. This has now been fixed.

2: User admin

Restrictions have been added to the Given name and Family name fields. It is no longer OK to have spaces at the end of the input fields. The restrictions also apply to the same fields in My Settings.

3: Schedule

There has been a visual bug how to show number of agents in the block for outgoing calls, when selecting 1,4 agents. This has now been fixed.

Before fix:

After fix:

4: New reports

Filters in New reports are now carried over to the excel export. Also, the columns chosen in the New reports will be the ones also shown in the exported excel file.

Link to release notes Aurora teleQ version 10

Link to release notes for Aurora teleQ version 9