Corrected Defects

This section lists issues reported by customers and found during system testing.

Fixed defects related to customer reported incidents are marked with the support ID. If you have encountered an issue in your system and have created an incident, you can use that number to find the issue description in this document.

Communication Panel

Call issues

Call could be lost when it was offered to an agent working in Simultaneous Ring Mode (SRM) mode if the previous call to the agent was ended by the caller before it was answered. ID: 265617 (2022)

During a very specific time window, it was possible CallDispatcher deactivated some of the system's routing destinations. Calls based on the deactivated routings were then prevented from connecting to Sinch Contact Pro.

Due to a timing issue, Communication Panel played a ringtone, although the customer had disconnected the call before it was allocated to the agent. ID: SCC-6573, SCC-4930, SCC-5244, SCC-5895

When downloading a call recording, the date in the filename showed the wrong month.

Chat issues

Sometimes agents were not able to pick a chat from the picklist.

The chat input box and related Send button occasionally became unavailable for use. The code is now improved so UI events are refreshed every time the view has been rendered.

Email issues

User was unable to save a script for an email conversation picked from a pending state.

Scripting added did not load for an email that was put to a pending state and then picked from the pending state by another agent.

A recipient of a reply or forwarded email with attachments did not always receive all the attachments if using Microsoft Outlook due to incorrect use of Content IDs (CID).

Saving an email as PDF could occasionally be missing its content.

Callback issues

If a callback request was open in the user's Communication Panel while it was marked as handled elsewhere, the request could no longer be closed in Communication Panel. The user can now close the request and gets a supporting toast message ("The callback has already been handled") informing of such a situation beforehand.

Connection issues

Communication Panel became unresponsive in rare cases when agent server crashed if a user logged out when an ongoing database operation took a long time. This only happened in exceptional cases. ID: SCC-6072, SCC-6394

Other issues

When changing from profile with a linked queue group to one without, serving queue changes seemingly succeeded but failed due to a bug, which changed queue from auto-allocation to hunt group mode. This caused allocation problems for incoming chats in these queues.

When an agent logged into Communication Panel, occasionally they were offered conversations immediately without being assigned to a queue. This was due to a missing handling event in the Communication Event Manager (CEM). ID: SCC-6380

New outgoing SMS messages (Communication Panel > + > Create SMS) which were sent to US mobile numbers via Conversation API were not delivered to the destination.

The country code list used in Communication Panel's Create SMS dialogue was presented incorrectly as a narrow view along with a scroll bar. Correct width is now restored so the scroll bar is removed.

Communication Panel didn't follow the configuration for any additional sockets that may have been defined .

In the previous version, Communication Panel was changed so it retrieves wrap-up and script information in the following order:

  1. Current queue

  2. Original queue

  3. User-specific settings

This change caused backward capability issues for existing use cases. Therefore, the change is now revised so that only wrap-up information follows this principle. Scripts are retrieved only from the current queue.

Conversations seemed to be sticking and were not closeable. This happened because Communication Panel continued polling pending conversations even though the user model data had been lost or cleared. ID: SCC-6115

When the user opened the Directory view, Communication Panel made an unnecessary blank search if a default search was applied in My Preferences. To prevent unnecessary vague directory searches when opening the directory view, the directory searching is now prevented unless there is at least one character provided as the search criteria.

Searching with subject or body text options in the Picklist view didn't work.

Communication Panel has been improved to minimize excess activities to backend server.

A user providing agent guidance occasionally could not monitor consecutive calls of an agent as the needed buttons were disabled. ID: SCC-5988

Communication Panel didn't ask permission to send operating system notifications.

Clicking a notification didn't move the focus on Communication Panel. ID: SCC-6976

Dashboard

Waiting time was shown inaccurately due to rounding up. ID: SCC-6010

The source number was missing from a system-created chat that was created when an agent had a social chat and lost network connection. ID: SCC-6991

The donut chart shown in Campaign Details was showing results of calls based on the language used in the classifying agent's UI. This caused misinterpretation for the Dashboard user. Now translations are applied after classification to match the Dashboard user's set language.

System Configurator

Loading reply templates was very slow because every time a reply template was loaded its reply template folder was also loaded. ID: SCC-5831

Deleting scripts that were assigned to a queue caused an issue in Agent Server. ID: SCC-6611

The Save button in an outbound campaign was disabled due to an issue in user rights. ID: SCC-6544

To prevent conflicts with timeouts used by JsSIP, System Configurator parameter Timeout for Contacts to be Picked or Rejected has had its default value changed from two minutes to one minute.

RESTful Interfaces

A rare case of user group hierarchy with recursion caused an issue in RI. ID: SCC-5800

Deadlock occurred and was caused by a bug in the Sinch Contact Pro software component that handles Restful interfaces. ID: SCC-6098

A Communication Panel user could not view agents serving in queue but instead the message Loading agent statistics failed. Contact your administrator. was shown. The issues is now fixed in RMI. ID: SCC-6309

Integrations

OII allowed agent to end wrap-up in SAP CRM IC although there was a callback call without call result in Communication Panel. ID: SCC-4283

The URL parsing of embedded Communication Panel (My Conversations view) failed if the parameters denyPopout, minWidth, and minHeight were for example in lowercase letters (denypopout). Now there's no case sensitivity and other forms than denyPopout, minWidth, and minHeight are also accepted.

Visitor Chat

The following issues in the Launchpad application have been fixed:

  • the Launchpad opened incorrectly in full size view on a mobile client
  • the list of messaging channels wasn't scrollable
  • the API function cvc.getOption wasn't returning values of configuration parameters

In addition, to improve functionality in cases where the browser resizes and mobile orientation changes, dynamical resizing was added. ID: SCC-5584

Resilience for social chat channel has been improved. ID: SCC-5763

Moving the Visitor Chat or Launchpad window with a mouse didn't work properly. ID: SCC-4080

The following issues have been fixed:

  • Chat ending on a non-visible tab caused issues.
  • After chat had ended, WebSocket was unnecessarily left open on the active tab.
  • Starting a new chat soon after the previous one had ended could cause authentication/cookie/session issues, which then prevents chat from starting properly.
  • Starting a new chat within 1 second after the previous one had ended caused issues with managing WebSockets.

ID: SCC-6441

If customer left the conversation, the agent saw the disconnect prompt twice. ID: SCC-6407

Reporting and Monitoring

Metadata queries for SAP BusinessObjects (BO) reports caused high CPU usage because unnecessary measures were included in the queries.

Miscellaneous

MRS automatic file removal was only removing .wav recordings. Now .ogg and .opus file extensions are added to the list of file types removed by the automatic removal process. ID: 121432 2023

An issue in Chat Server prevented a chat from being reforwarded after a failed forwarding. ID: SCC-6394, SCC-6509

SMS sender ID was always changed to lowercase. Now it follows what is configured in System Configurator. ID: SCC-2652

Agent Server could crash while disconnecting logged in users during CEM disconnection. ID: SCC-6365

Metadata files were not generated in all recording scenarios.