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

Occasionally, a call with both user and queue recoding active caused all calls to get disconnected when the call was transferred. ID: SCC-16502

Campaign call issues

An incorrect call count was displayed in the My Statistics view when an agent handled campaign calls made by a queue or campaign dialer in predictive mode. ID: SCC-5133

If a campaign using campaign dialer had a call schedule for campaign configured, the system didn't remove free agents that were logged into the campaign when it was closed according to the schedule. This meant that these agents remained as ghost agents when the campaign opened again, causing the number of free agents to be higher than the number of logged in agents. ID: SCC-15938, SCC-15988

Campaign dialer didn't make predictive calls if there was only one free agent and there was already a scheduled preview call that had another required agent. ID: SCC-16656

If a customer had several phone numbers and one was set as the default, CP ignored the default and called the Phone1 number instead. Now the default number is automatically selected and used in preview and progressive mode campaigns. ID: SCC-15877

Other call issues

When a call was made to a user's direct number and the user's presence profile had call forwarding to a queue configured, the call was only displayed as a direct call in monitoring and reporting. Additionally, if the queue's serving mode was Hunt Group, the call did not appear in Picklist and no popup with call information was shown. ID: SCC-16482

When a user made an outgoing call, two separate calls were created to the same number, each with its own call ID, and both were marked as abandoned. Now, calling the same number within a short interval (less than 1000 ms) is prevented ID: SCC-15913

Chat issues

The Send message button didn't work for outgoing conversational chats opened from the History view.

If the default Sinch theme was used in Communication Panel, configured words weren't highlighted in the agent's chat input box.

When a user viewed ongoing chat message in the History view, the messages sometimes appeared in the wrong order. This happened because the History view refreshes the latest chat messages every 15 seconds while the status is In Process, causing new messages to be merged incorrectly with the existing ones. Now new messages in an ongoing chat are added to the end of the message list, while messages from the previous chats are added to the beginning. ID: SCC-16132

Attached data for abandoned chats was not available in the Conversation details view. ID: SCC-16291

Pasting embedded images to the chat input field is now prevented.

CP's check for customer opt-in to WhatsApp conversations was too broad. It now only checks conversations from the past 24 hours.

If a customer already had an ongoing conversational messaging chat with one agent, and another agent in the same queue tried to start a new chat with the same customer, CP didn't notify the second agent about the existing conversation. Instead, the chat attempt failed. Dashboard showed the new conversation as abandoned and reason number busy.

Email issues

If a user saved an email and quickly logged out of CP, a notification about setting the email as pending was incorrectly displayed on the login screen after logout.

Clicking an email link in the Email chain didn't open the email. ID: SCC-16561

Embedded images in emails sent from Contact Pro didn't show correctly in the new version of Outlook.

Triple-click to select the full text was not supported in non-editable email address fields.

Picking an other agent's pending email channel conversation failed with an error if the internal notes of the conversation had been modified while the conversation was in Pending status. ID: SCC-15410

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

Other issues

Multiselect in the Picklist allowed agents to pick conversations that were not currently available for picking.

Modifying user group members could cause timeouts when loading data using RESTful interfaces. This meant that agents and conversations didn't show correctly in Communication Panel's History. ID: SCC-16132, SCC-16147

If a user searched for a reply template by pressing the spacebar followed by Enter, CP returned duplicate entries. ID: SCC-4353

If the reason for listening to a call recording exceeded 128 characters, playback wasn't possible. CP now displays the remaining character count as the user types the reason. ID: SCC-16314

When an agent transferred a conversation, closed the wrap-up, and the same conversation was returned to the same agent, the previously stored wrap-up time setting was used. As a result, the wrap-up was not automatically closed. ID: SCC-16675

When a presence profile with a duration was activated for an agent, the system didn't always revert to the previous profile automatically when the end time of the activated profile was reached. ID: SCC-16660

Communication Panel didn't filter HTML content from reply templates. It now filters the content, and only plain text is sent.

Dashboard

After a system update, it was possible that a user's defined cards in the Home view disappeared. A sequence such as a failed authentication along with the user changing tabs, logging out, and then logged back in may have resulted in such a situation.

Modifying user group members could cause timeouts when loading data using RESTful interfaces. This meant that agents and conversations didn't show correctly in Dashboard's Agents and Conversations views. ID: SCC-16132, SCC-16147

When an agent ended an ongoing call by joining it with a consultation call, Dashboard incorrectly showed the agent remaining as busy although the agent was free after the call join. ID: SCC-15892

System Configurator

In some cases, if the user changed the log level (Personalize > General Settings > Log Level) to Tracing Information Messages (trace) or Debug Messages (debug), the change reverted back to Informational Messages (info) in a minute.

When adding a callout element to an IVR, the Expect Result Data checkbox showed up selected (true) by default even though the default behavior actually follows a false value. Now the checkbox shows up not selected by default.

RESTful Interfaces (RI)

Modifying user group members could cause timeouts when loading data using RESTful interfaces. This meant that agents and conversations didn't show correctly in Dashboard's Agents and Conversations views or Communication Panel's History. ID: SCC-16132, SCC-16147

RI/rai/userStatus returned wrong status values for a logged out agent. ID: SCC-16891

contactHistory and agentHistory searches in RAI returned data based on the selected default time zone 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

When the user logged out of an integrated CRM, the popped-out Communication Panel didn't automatically log the user out and close. Now CP logs out and closes 10 seconds after the CRM logout. ID: SCC-16580

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

SAP Service Cloud (C4C)

In embedded mode, CP sometimes displayed a blank conversation screen with no Accept button during incoming calls.

When an incoming conversation contained attached data in JSON format, CP didn't send a notification message about the customer details to C4C.

With SAP Service Cloud (C4C) integration conversations from Viber Bot were incorrectly indicated as Viber Business Messages channel. Now a conversation from Viber Bot channel is identified with ID@viber-bot.com and Viber BM is identified with phone number.

The scroll bar was missing making it impossible to define all search fields in the Detailed search. ID: SCC-14614

Messaging and chat

If the EndConversation event triggered by Sinch Chat—when the customer ended the chat—contained metadata, the chat discussion wasn't closed.

If a messaging service or authentication was modified or deleted either in System Configurator or via an external API during user's message sending, it was possible that delivery of the message occasionally failed. IDs: SCC-16456, SCC-16489

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

Timing problem when deleting several users caused slowness and failures in user interfaces until RI was restarted. ID: SCC-16504

Reporting events were missing for the conversations that were created while the databases were switched to another instance in a database cluster.