Fixed bugs

Communication Panel

Call issues

Audio of third party in a conference was not properly included in the recording.

Conference calls had audio issues if the trunk had silence supression feature enabled.

The agent was not offered a new call from an outbound campaign or from any queue after transferring a campaign call. ID: SCC-12053

Although the Allow Other Contacts When E-Mail Open setting was in use in Sinch Contact Pro, if an agent had an email open, a call was not offered to them.

The conversation offering screen showed the text "CLIR" (abbreviation for Calling Line Identification Restriction), meaning the caller has blocked their number from showing. This text has been improved so that the more recognized "Unknown" is shown instead.

Chat issues

Occasionally, downloading a media attachment from a social chat caused an error. ID: SCC-13848

If an agent asked for guidance and wrote something in the chat input field but didn't send and the supervisor accepted the guidance request, the unsent text disappeared from the chat input field. ID: SCC-12193

An outgoing chat conversation was abandoned if an agent had first transferred it successfully and then the receiving agent transferred it further to either an agent that was not available or a queue that had no agents available. ID: SCC-13714

Email issues

Conversation was offered to an agent bypassing other queueing conversations if the system registered the conversation soon after the agent rejected an offered email or the email offering was cancelled.

New multi allocation task (XRI) was not offered to an agent if the agent was handling an XRI task when a call or chat was offered and the agent rejected the offered conversation or the offering was cancelled.

Inline images inserted to the body of an email during editing were lost when the agent sent the email or navigated away from the view. ID: SCC-13986, SCC-13779, SCC-13963, SCC-13964, SCC-14070, SCC-14195

In a configuration where an email queue has Default Sender Address defined, the system might have incorrectly used GUID address for sending email. This caused email sending to fail. ID: SCC-12879

Other issues

Users handling tasks but not emails did not see the Pick button if either the Use Communication Panel for emails setting was not selected or queue address was not defined to be used as sender address. ID: SCC-13214

When adding a new directory entry, irrelevant conversation history was shown.

Conversation attached data (CAD) in JSON format was not parsed correctly.

System Configurator

An incorrect right was required for the Set User's Log Level as High setting. This has been fixed to use the User Setting user right on either user or user group level. ID: SCC-14399

If recording was set on both the user and queue levels, queue recording did not stop although a Stop queue recording when setting was enabled in System Configurator.

Integrations

Source address information of web chats didn't match the corresponding information in monitoring. ID: SCC-14007

Sync between My Conversations view and popped-out Communication Panel window wasn't working.

SAP Service Cloud (C4C)

For MMS and RCS conversations in SAP Service Cloud (C4C), email address phonenumber@channel.com was previously used to search for the contact. This has been fixed so that the contact is now correctly found using the phone number instead of this emailified address.

The user could not stop automatic wrap-up when using Communication Panel in a SAP Service Cloud (C4C) pop-out window. ID: SCC-14190

In SAP Service Cloud (C4C), a caller's mobile number may not have been displayed when calling to an agent's extension.

Microsoft Teams

Microsoft Teams integration stopped updating presence changes from Teams to Contact Pro after a few weeks.

Microsoft Teams integration didn't update agent status correctly after Presence Synchronization Interface (PSI) was restarted.

Microsoft Teams integration stopped working due to PSI not supporting a recent change in Microsoft's Graph API. ID: SCC-14025

Visitor Chat

Polyfill library has been removed and Internet Explorer support for Visitor Chat Client has been deprecated.

Visitor Chat didn't support email addresses containing multiple dots.

Miscellaneous

If the Sinch Contact Pro system used stereo recording and an agent transferred the customer call to another agent, the audio channels of the recording got switched. This meant that the customer's audio appeared in the agent's channel and the other way around.

SIP glare was not handled correctly, causing problems, such as agents not being able to hang up calls.

A SIP invite with a Uniform Resource Identifier (URI) parameter value that contained a colon character separating the IP and port number caused a parsing error that led to the invite being rejected. ID: SCC-13687

Polyfill library has been removed and Internet Explorer support for Visitor Chat Client has been deprecated.

If there was a system failure, a technical error was sent to the customer.

Queue Dialer made an extra call in predictive mode if some agent was not ready or on pause but serving in the campaign queue.