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

Downloading recordings failed when the SC setting Log recording listenings was in use. ID: SCC-17801

Other call issues

When a consulted party left a conference call but the caller and consulting agent continued talking, audio issues could occur in some environments because the agent's audio stream wasn’t routed correctly.

CP stopped polling for hunt group calls if it received a failure response during this action. ID: SCC-15808

An operating system notification for a hunt group call was shown after the call had already been answered.

When picking a conversation from the Picklist, a system notification message flashed briefly.

Sometimes, picking a call from the Picklist didn’t work because CP tried to accept it too quickly. ID: SCC-17542

CP offered hunt group calls to agents when an ongoing call was placed on hold or when a conversation was in wrap-up or when an absence profile was set. The hunt group offering popup and ringtone are now prevented in these cases although, the hunt group icon and its call number indicator are still preserved to inform the agent without disturbance.

The browser generated system notification for a hunt group call offering was not always shown in sync with the actual hunt group call offering popup in CP.

Calls made with a Sennheiser device experienced call control issues.

Customer lost audio in a three-way conference call after the agent dropped the consulted party from the call.

Chat issues

Time stamps in active chat conversations were missing seconds. Now active chats show the time in the same format as chat conversations opened from the History view: hh:mm:ss.

The customer name was not shown when they used Sinch Chat. It is now shown in the Picklist and on the offering screen, except when a chat is returned to the agent. IDs: SCC-16224, SCC-17348

The Preview and History views didn't show attached data for transferred chats unless one of the following applied:

  • EDI was used to modify the attached data after the transfer and before the chat was either auto-allocated to or picked by an agent.

  • Updated customer attached data for conversational messaging chat was received after the transfer.

Email issues

Communication Panel blocked emails if the To address contained characters like ä. ID: SCC-17152

It wasn't possible to include the original attachments in the email reply.

The following issues have been fixed:

  • Emails containing tables in the HTML body, generated by third-party applications, didn't show correctly in CP’s email editor.

  • When viewing an email, clicking the Reply template row to start a draft could either activate a default reply template or insert the template body text in the wrong position (not at the beginning of the email body).

  • Clicking the Reply template preview with attachments and then using the Copy button failed to load the attachments due to invalid attachment IDs.

    IDs: SCC-17719, SCC-17699, SCC-17829

Chat messages sent by the customer while the agent was experiencing a network connection loss were not delivered to the agent after reconnection.

Other issues

Conversation tab content was occasionally lost after reloading CP.

Occasionally, the PDF feature failed to show or print the conversation's text. Updating the style sheet and setting Arial as the new default font fixed the issue.

Active timers for the Not ready status and absence profiles were not stopped when a user logged out from CP.

Occasionally, AI analysis content was not shown.

After restarting the PC, the first outgoing or incoming call had no audio.

Agent sending out an outgoing message was not considered as preferred agent when customer sent a new message to the contact center.

When a user changed a setting in User menu > Settings (for example, the ringtone), the browser sometimes auto-filled the Current password field and showed an error about mismatched new passwords.

Transferring Communication Panel tasks wasn't possible if agent didn't have the SC setting Use Communication Panel for email selected or no sender address defined for the task queue. ID: SCC-16583

Dashboard

Less than 24 hours after a call to an IVR, the user couldn't see the header info for the call in the Conversation Details view if they didn't have Control Contact rights to queues. This has been fixed so that these rights are no longer needed. Note that for the user to be able to mark the conversation as handled, they still need the Control Contact right. ID: SCC-17346

Outbound campaign export failed and caused a NullPointerException in the ImportExport log if the campaign wasn't found by its ID. This happened if the campaign had been removed before the export job. ID: SCC-17145

RESTful Interfaces (RI)

contactHistory and agentHistory searches in RESTful Analytics Interface (RAI) returned data based on the selected default timezone instead of UTC. ID: SCC-17063

If RI ran out of memory, it created dump files in a loop, filling the disk instead of terminating the process and recovering. ID: SCC-17196

Integrations

If single sign-on (SSO) was in use with an embedded Communication Panel in a CRM (C4C, SAP CRM, ServiceNow, Salesforce, or Microsoft Dynamics 365), the login page didn't load. To apply the fix for this, change the URL in your configuration from .../communicationpanel/embedded.jsp to .../communicationpanel/embedded_sso.html. ID: SCC-15575

EDI configurations didn't work if triggered by the Closed event in a Contact Pro system integrated with a SAP CRM.

The Ready button on the SAPphone interface did not end the wrap-up when using Communication Panel. ID: 283072 (2025)

Reporting and monitoring

Internal notes for calls were not included in reporting.

In some cases, agents were shown as active in the monitoring database although they were logged out. This means they were incorrectly calculated as agents in free, busy or away status. A clean-up has been added to the Monitoring Database Maintenance batch job run. ID: SCC-17477

Voice, SIP, and recording

Call Dispatcher crashed, causing all calls in the system to get disconnected, in some complex call scenarios where there were two related calls (for example consultation and transfer) and one of them wasn't timely disconnected.

Miscellaneous

Chat Server stability after SQL Server reset has been improved.

If a recording was downloaded by using RI, no log entry was written about the download. Now the setting formerly known as Use Recording Activity Log in System Configurator's user settings template also applies for RI. The setting has been renamed Log recording listenings and moved from the Communication Panel (CP) Contact Center block to the Recording block. In addition, the setting has been added to the user's settings in the Recording block. Also the names of the corresponding settings for other user interfaces have been clarified:

  • Log recording listenings (CDT only) at User Settings Template > [template] > Recording

  • Log recording listenings (Online Monitoring only) at Reporting > Statistics Settings > Monitoring Settings