Corrected Defects

Communication Panel

If an agent manually handled a callback, it was possible to close the callback script without answering the mandatory question. SCC-648

Incoming phone calls/WebRTC streams to Communication Panel contained fake RTP media information.

SMS and WhatsApp messages created using the Create New button were shown as direct conversations with the agent's chat address as the source address.

When other than message events, for example delivery and read events, were activated in Facebook (with direct configuration), these were shown as empty messages in the discussion.

The Send and Clean up input buttons were not disabled when there was no text in the input box.

Occasionally, when opening a conversation into the History view, error descriptions in the chat transcript were shown with broken HTML.

If a chat visitor name contained trailing spaces, the chat avatar with initials was broken.

When an agent copied and pasted text to the chat input box, spaces between some words were removed. SCC-1672

When the multi-chat and auto-answering settings were enabled and an agent had entered text into the chat input box, the text was cleared when another chat or a direct email was received. SCC-1797

Incoming chats that were accepted by an agent and then transferred to a queue, were ended after the defined timeout for idle chats was reached. Now this timeout is calculated only when the chat is in active handling by an agent.

A chat might have been allocated simultaneously to two agents who were not able to handle it if the queue had the following configuration: the Max. Waiting Time value shorter than Timeout for Contacts to be Picked or Rejected and the forward option Forward when Maximum Waiting Time Has Elapsed and the default queue specified. SCC-1747

If an email had several recipients, My Conversations showed all recipients instead of showing only the first one and the ellipsis (...).

When a user created a new email, the font in the first line was different from the rest of the lines. SCC-1063

Reply template attachments were added several times to an email although the agent added them only once. This occurred if during the email handling the connection was lost and restored or the agent logged out and logged in again.

Forwarded or replied emails were occasionally missing attachments. The issue happened if S3 was used for storing attachments. SCC-235

Sometimes when agents replied to emails, the email body was changed so that instead of the original email they saw the source code. SCC-1018

An outgoing email having around 20 selected recipients failed to be saved correctly. The History view showed this email with empty body and the list of recipients was truncated.

The following issues have been fixed:

• HTML style of an incoming email broke Communication Panel HTML style and prevented email handling completely. SCC-1498
• After picking an email containing a certain HTML style, the buttons for email handling disappeared. SCC-1462
• When opening mails with hyperlinks, the screen size and resolution changed so that it was not possible to click any of the email handling buttons. SCC-1408
• A user was not able to handle an email, and it was constantly offered to the user preventing them from any other conversation handling. SCC-1555

The content of forwarded emails was not shown because a wrong GUID was used when these emails were searched. SCC-1465

If an agent opened another view (for example History) while writing an email, extra lines were added to the email when the agent navigated back to the email view.

When a csv file attached to an email was downloaded from the Conversation History, the file was empty.

An incoming e-mail message could have the wrong queue name in the recipient fields (To and Cc) if the same e-mail address was used for both the email queue and voicemail for a phone queue. The issue occurred when opening the email view from Picklist or History, and in the Restful Contact Management Interface's (CMI) emails resource.

The email ID was not shown for an active email.

When a new email was created, the Attachments view automatically opened and agents had to minimize it manually. SCC-1643

When a new email was created and saved as pending, the To address was empty when the draft was opened in the History view.

The phone was disconnected and the session was closed forcing agents to reload and log in again. SCC-1244, SCC-1436

Occassionally, when some queue settings were updated, the manually selected serving queues were restored although the agent had an active profile with a queue group linked. SCC-165

It wasn't possible to choose a reply template if it contained a percent sign %. SCC-1422

The Directory view did not automatically show directory items according to a saved filter or sort when the user opened the view. The user needed to first click the Search button.

Using Communication Panel in reduced window size showed an empty area in the lower part of the UI and hid conversation information. SCC-1399

Supervisor Dashboard

Restful Monitoring Interface's (RMI) agents query was slow, especially when parameter showQueueInfo was used. This caused slowness in Supervisor Dashboard's Agents view. ID: SCC-1576

System Configurator

Superusers were not able to change the value of the setting Timeout for Answering in Consent IVR.

When the Self rights (for example Logon Authentication Info and User Queue Setting) were added to a role, saving the role failed.

Some time zones, such as Europe/Oslo, were missing from Time Zone drop-down fields (for example, for campaigns or queues).

QueueDialer did not use all phone lines configured for a predictive campaign or dialer when using IVR.

RESTful Interfaces

Restful Analytics Interface (RAI) query contactStatistics could end in an error (arithmetic overflow).

The search in Restful Contact Management Interface (CMI) didn't support IDs with hyphens and therefore the search for emails and chats failed. SCC-1426

An incoming e-mail message could have the wrong queue name in the recipient fields (To and Cc) if the same e-mail address was used for both the email queue and voicemail for a phone queue. The issue occurred when opening the email view in Communication Panel from Picklist or History, and in the Restful Contact Management Interface's (CMI) emails resource.

Restful Monitoring Interface's (RMI) agents query was slow, especially when parameter showQueueInfo was used. This caused slowness in Supervisor Dashboard's Agents view. ID: SCC-1576

If an email message contained an invalid character, Task Management Interface (TMI) did not handle the character properly, causing an error in Restful Task Management Interface (RTI) after an agent accepted the email conversation.

Integrations

The system chat events were not filtered out but were added to the chat transcript in SAP Service Cloud (C4C) and Salesforce.

Visitor Chat

The Send button was not enabled when using the swipe feature on the keyboard on Safari. SCC-251

Customized welcome texts were not shown in Chat Configurator but instead the standard texts were always visible.

The color of the Close icon ( X ) could not be set. Now the color for the icon is the same as the Launchpad body text color.

If a chat queue address was renamed or deleted, the old queue address/the deleted queue still appeared in the queue list, and customers were able to choose it and start a conversation. A prompt was sent but no agent joined the conversation. This issue didn't appear in queue lists that were received via a Restful Interface request.ES-57263, SCC-138

When customers using visitor chat pressed Enter when the cursor was not at the end of the message, the system added an extra line break and then sent the message to the agent. SCC-1894

The url of the Visitor Configuration UI in Launchpad was .../visitor/ecf/latest/VisitorConfigurator/index.html instead of ../ecf/latest/VisitorConfigurator/index.html.

Reporting and Monitoring

Secondary agent was never reported for conversational chats.

Reporting data collection failed if email forwarding address was longer than 64 characters.

Online Monitoring & Supervisor Dashboard: Chat arrival statistics showed chats for the time when they were marked as handled instead of the time when they arrived.

The calendar in Supervisor Dashboard showed Sunday as the first day of the week despite the used localized version. SCC-1003

Call recording information was not correctly reported in external agent calls and therefore call recordings were not visible in Online Monitoring.

Miscellaneous

WebClient occasionally crashed during email handling. SCC-1022

An incoming call was answered when the Poly Savi 8220 headset was undocked although the answering should happen only if the call is accepted.

A potential memory leak preventing agents from logging in to the system has been fixed. SCC-423

Sometimes emails were not registered to a queue if the connection to the email server with OAuth failed, or if fetching email headers or a single MIME message failed.

E-mail parsing failed if the Content-Type header was missing. As a result, the email wasn't being registered to a queue.

Unencoded special UTF-8 or ISO-8891-1 characters in attachment names caused such attachments to be dropped from incoming emails. 525941 2021

If customers had been added to an active campaign via Restful Outbound Campaign Interface (OBI), sometimes the system made a duplicate call.

In the Generate Personal Data Report tool, sometimes a search based on a phone number did not finish or was slow because the search used the last digits in the number, causing weaker performance. The search has been improved by adding an option to use an exact phone number. The new option Exact is now the default in the Digits Used in Search field. ID: SCC-1598