Corrected Defects

Communication Panel

If Visible A Number was defined in System Configurator as the number of a queue to which the agent did not have rights and Deny User-Level Modifications was also selected, the number was not shown to the agent in Communication Panel (User Menu > Settings > User Info).

A callback request with the initial call time very close to the current time could cause the callback request to be queued again after the associated phone conversation entered wrap-up state. ID: SCC-963

When a callback request was accepted and the call was made but no call result was selected, the automatic wrap-up timer started but no error message about the missing call result was shown.

When rescheduling a callback, the phone number was missing and the current date and time was set as a new callback time.

Users who had simultaneous ring in use could not always transfer calls. ID: SCC-2616, SCC-2704

Customer wasn't disconnected from a conference call when agent hung up the call. ID: SCC-2900

When an agent had an ongoing chat conversation and picked an e-mail, the chat ended. ID: SCC-1893

Font weights (bold, italic, strikethrough, and monospace) supported in WhatsApp were not supported in Communication Panel.

When a new chat was offered to an agent who already had an ongoing chat conversation, the focus in the input field of the active chat first jumped to the start and then to the end. ID: SCC-1844

Occasionally outbound messages to conversation channels could not be sent from Communication Panel. When trying to open a new chat (for example SMS), it flashed on the screen but closed immediately. ID: 50845 (2022)

The last used From address should be offered as a default address for the next outgoing email - if the address was still available. Instead the first email address in the From the dropdown list was used. ID: SCC-1952

It was possible for an agent to pick an email conversation that had already been accepted by another agent.

When picking an email conversation from another agent, the conversation was not allocated to the picking agent if the agent was not logged in to the associated queue. (It is possible to pick another agent's email conversation from their list of pending conversations or when the conversation is being offered to the agent but has not been accepted yet.) ID: SCC-1535

Original attachments were added several times to a response email.

If the conversation list had several items and an agent working on an email response saved the draft, the focus occasionally moved to another conversation.

Emails were not offered to the agent from auto-allocation queues if the agent picked an email from the pending list and saved it quickly (in about two seconds) back to the pending list.

The email reply template variable {CUSTOMERNAME} was not inserting name from directory entry.

If the percent sign (%) was included in an email reply template, a backslash (\) appeared in front of the % sign in the received email. ID: SCC-2963

If copying an attachment failed, Communication Panel showed Unknown error instead of a clear error message.

When an email was picked from the pending list, it didn't show the original and draft modes.

There was a memory leak related to active TCP connections that could affect system performance in a few weeks. Users could encounter issues such as inability to log in, to read email attachments, or to listen to call recordings.

Using a double asterisk in the Check Availability field to fetch all results did not show the error message properly when there were too many results to display.

Instead of showing waiting time in [<n> days]/[HH:MM:SS]/[MM:SS] format, queue alerts showed the waiting time in seconds.

The default language for reply templates was always Czech regardless of users' UI language. ID: SCC-2833

Using wildcards in the picklist's Search by Source or Destination did not work. ID: SCC-2482

Saved table settings in the Picklist and History views didn't correctly indicate the current active filter button.

To prevent cross-site scripting (XSS) attacks, vulnerability issues have been fixed in Communication Panel and DPO UI. This was done by improving message input validation.

Communication Panel wasn't able to resolve a saved audio device name. ID: SCC-2264

Instead of showing conversation details for outgoing emails and social chats, the view showed an error.

The following alerting tones didn't stop playing when an allocated email or chat was accepted: Bells, Magic, Marimba, and Xylo.

Dashboard

Using the details button for viewing a conversation in Communication Panel occasionally caused it to reload. As a result, calls were disconnected.

When users used the browser's feature to maintain username and password for ease of login to Dashboard, the Current Password field in Settings maintained the value, creating a security risk and a nuisance when changing and saving other setting options.

Dashboard did not use custom favicon or browser tab naming.

Dashboard had significant delays for example when applying queue changes to agents. ID: SCC-1576

RESTful Interfaces

If feature Collect Statistics for Agent Status Change Log was not in use for Monitoring Database Server, Restful Analytics Interface (RAI) request agentStatusHistory gave an error "Table does not exist". The error message has been changed to "Monitoring Database Server installation: feature 'Collect Statistics for Agent Status Change Log' not selected."

Integrations

A callback request made through the Restful Contact Management Interface (CMI) with the initial call time very close to the current time could cause the callback request to be queued again after the associated phone conversation entered wrap-up state. ID: SCC-963

Conversations were allocated to an agent despite the not-ready status due to a timing issue in SAP CRM integration. ID: SCC-1548

Visitor Chat

Mobile notification position in web chat did not follow the configured position.

Reporting and Monitoring

Online Monitoring > Contact View: Searching for past days' contact history may have failed when the preferred agent feature was used.

Miscellaneous

Communication Event Manager (CEM) made one call attempt less than configured to notify the specified number that there is a new voicemail.

Emails were registered to a queue multiple times because the IMAP connection to the email server was closed due to a long-pending database transaction. ID: 736850 (2021)

In some situations, a call recording was lost even though a file was found in the S3 bucket. ID: SCC-2328

To prevent cross-site scripting (XSS) attacks, vulnerability issues have been fixed in Communication Panel and DPO UI. This was done by improving message input validation.

The system failed to recover from a database connectivity problem due to all threads accessing a particular database being blocked. This problem caused, for example, an outbound campaign to stop.

New or modified directory entries were occasionally not updated to their associated directory. Synchronization handling of Batch Job Server was improved to fix this. ID: SCC-686

If an outbound campaign used queue dialer in Predictive mode with IVR and Preview mode was used for some customers, queue dialer did not make the predictive IVR calls efficiently.

The system entered outbound campaign call classifications agents had made in Communication Panel to database as a GUID only. Now classifications are entered to database in their plain text form in addition to GUID.

Memory leak related to closing chat channels has been fixed. The leak could cause crash in a system with several millions of opened and closed chat channels.