Fixed bugs

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

Fixed issues 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 recording issues

Sometimes the transcription service returns speaking turns so that the start time of the next speaking turn is earlier than the previous one. This meant that the post-call transcript wasn't saved because Contact Management Interface (CMI) found the data invalid. Now CMI accepts this type of cases.

The Talking time distribution pie chart (created from the transcript) did not truly represent periods of crosstalk - where both parties talked at the same time. Therefore, the statistic can now exceed 100%, indicating that crosstalk has occurred.

CP allowed the same recording to be sent to a customer multiple times.

Other call issues

An unterminated conference call created a duplicate audio stream when transferred. This change corrects the call termination process, eliminating the audio quality degradation and glitches that previously occurred during call transfers.

Chat issues

In some rare cases, it was possible that when an agent closed a conversational messaging chat, a new one was automatically created. ID: SCC-18184

If an agent lost network while a chat was allocated to them, the chat may fall back to the queue and subsequently be allocated to two agents simultaneously. ID: SCC-17806

Recovered SMS chat wasn't aware of the configured SMS Sender ID. As a result, replies sent to recovered chats failed to deliver to US numbers, and all other numbers showed incorrect sender (100). Recovered SMS chats now correctly use the SMS Sender ID if configured.

The recovery message System recovered chat might have appeared in the middle of an ongoing chat. This can happen if an original chat was abandoned during a system restart, and the customer initiated a new chat while the recovery process was still running.

Chat messages from a Communication Panel agent to a customer were sometimes sent several times if Communication Panel didn't receive an acknowledgement to the sent message. ID: SCC-18549

Email issues

If a template containing plain text line feeds - instead of HTML line breaks (<BR/>) was inserted into the email editor, a leading space was seen added to each new line of the reply template when the content was converted to the simplified HTML format.

When an email had a bulleted list and the email was sent or saved, the list changed to a numbered list. Also nested lists weren't shown correctly.

The email editor has been enhanced to better handle the insertion of tables.

A line break that was inserted automatically before a reply template insertion in the CP's email editor has been removed.

Opening an email from the Pending list incorrectly flattened multi-level indented lists in the email's content down to a single level.

Other issues

If a reply template had several keywords that matched the search, the template showed up in the result list as many times. ID: SCC-18151

A past browser update may have caused Communication Panel to use the computer’s default microphone instead of the one the user has selected. This can be confusing on systems with several audio devices, where the intended device isn't the one actually used.

When EDI was configured, CP incorrectly showed duplicate attached data items in the conversation details of a chat.

In the Quartz Dark theme, the color contrast between some UI elements and text was too low in places. ID: SCC-18480

Reopening a conversation for viewing in CP via Dashboard didn't work if it was previously opened from Dashboard. ID: SCC-17868

Opening a directory entry for viewing in CP via Dashboard didn't always work.

When an agent answered a call from a queue with a mandatory script, the script failed to appear. This subsequently caused CP to get stuck in the wrap-up state after the call ended, forcing the agent to reload CP to proceed.

Calls sometimes failed to connect when initiated via the extension area.

CP incorrectly showed directory entries that had compound last names (for example van der Velde or Smith-Jones) when those entries were opened from the Dashboard.

If an agent clicked Accept first in the CRM and then again in CP, a backend error would prevent the call from connecting. ID: SCC-16841

An agent couldn't pick another agent's pending conversation if Communication Event Manager (CEM) had been restarted and after the restart the agent who had set the conversation as pending had not yet logged in to the system. If the agent with the pending conversation logged in to the system, the problem disappeared.

An unnecessary error was shown in Communication Panel when the user opened a custom IVR conversation's details from the History view. ID: SCC-18756

System Configurator (SC)

When using SC on Mac or when using the Alternative option for SC login in Windows:

  • SC didn't prompt the user to change their password although this should have happened based on the configuration.

  • SC didn't reconnect if the connection with Connection Web Server (COWS) broke.

The setting Automatic file removal in System services > Recording settings didn't remove recordings and call metadata files from the system.

Creating objects from SC or RCI may have created unnecessary user rights.

Sometimes a third-party extension couldn't be opened from the list view.

Dashboard

SMS messages sent from Dashboard were not aware of the configured SMS Sender ID, which caused delivery failures of sent messages to US numbers and showed incorrect sender (100) for delivered messages to other numbers. Now SMS messages sent from Dashboard will use the SMS Sender ID if configured.

RESTful Interfaces (RI)

When using resource GET /rci/replyTemplates with keyword as query parameter, if a reply template had several keywords that matched the query, the template showed up in the results as many times. ID: SCC-18151

The CMI resource /messages wasn't aware of the configured SMS Sender ID, which caused delivery failures of sent messages to US numbers and showed incorrect sender (100) for delivered messages to other numbers. Now /messages will use the SMS Sender ID if configured.

Query parameters offset and limit didn't work correctly in resource GET /RI/rmi/contacts. ID: SCC-17973

If the attachment paths configured in System Configurator for emails (System Services > E-Mail Settings > Attachment Settings > Attachment Folder) and chats (System Services > Chat Settings > File Location Settings > Chat Attachment Location) were different, Contact Management Interface's GET chats/{chatId}/attachments/{attachmentId} request couldn't download attachments from a chat conversation. This only happened if the attachment wasn't yet moved to the S3 bucket.

Integrations

The execution of an event-driven integration failed for an incoming conversational messaging conversation when the integration was triggered by either the Abandoned or the Ended event.

Too long customer ID caused problems when integrated with Contact Offload or Orchestrator. The root cause was database size, which is now extended to support longer customer IDs. ID: SCC-18016

Picking through a third-party extension didn't work.

Although an agent had set an absence profile (for example Busy or Away) in Communication Panel, calls might still come through. This happened because the synchronization interface set the user as Ready when they ended a Teams call. ID: SCC-18046

The Presence Synchronization Interface (PSI) failed to process long WorkspaceDocument messages from Agent Server.

Visitor Chat

Web chat's user name field was missing a maximum length limit. The limit has now been set at 256 characters.

If the agent typed a message and soon after ended the chat, the typing indicator remained in the visitor chat window.

A web chat conversation scrolled to the beginning after the user minimized and maximized the chat. The user had to scroll back down to the latest message. ID: SCC-12224

Error "Failed to execute 'postMessage' on 'DOMWindow': ..." was shown in the browser's console related to the browser's handling of the postMessage method. It didn't cause any issues but has now been removed. ID: SCC-7385

Miscellaneous

B-number modifications done with edit masks did not affect R-number when a caller transferred the call and the R-number was the original unmodified B-number and not the modified B-number as it should.

When an active custom IVR application version was changed, the default script name wasn't applied before CEM was restarted, and the old script name was used in reporting until CEM restart.