Fixed bugs

Communication Panel

Call issues

Non-ASCII characters (such as accented characters and characters with umlauts) appearing in live call transcript content were incorrectly encoded when stored in the database. This means they showed up incorrectly in the History view.

Incoming queue calls weren't always auto-allocated to agents who were chatting, even though Allow Queue Calls When Chatting was enabled and the agents were eligible to receive new calls. ID: SCC-20959

If an agent with auto-answer enabled had an active call and a second call was offered, the first call was put on hold while the second call was auto-answered. This happened if the agent's queue size was greater than zero, a transferred call wasn't answered and returned to the agent, or if the agent was the preferred agent for the second call. To prevent this, auto-answer is no longer triggered for these scenarios, and the agent must now manually accept the incoming call. IDs: SCC-21361, SCC-10898

When an agent changed from an absence profile linked to a queue group to a presence profile, the agent might have still been allocated conversations from the previous profile's queue group. ID: SCC-16963

Accidental press of a button in an audio device caused ringtone/progress tone to be played.

Several customers have reported various audio issues, such as one-way audio where the agent can't hear the customer, but the customer can hear the agent.

Despite Busy During Wrap-Up being enabled and call being in wrap-up another call was offered to the user, if the registry value LogModule.Cem.Level was set to info or lower level (always, error, warning).

Instead of adjusting the font size, the call view showed a scroll bar in the information field for active and ended calls.

When playing back a recording without a transcript from the History view, clicking on the timeline caused the playback slider to jump back to the beginning of the recording. ID: SCC-21228

The conversation ID of the transferred call was incorrectly used for wrap-up reporting events of the returned call.

In some cases the AI analysis generated for the call wasn't anonymized.

Campaign issues

A rare JSON encoding issue in Agent Server, which caused campaign call handling disruptions, has been fixed. ID: SCC-20508

Agents were unable to handle campaign calls correctly in a campaign added to system with a call schedule, which wasn't active yet. ID: SCC-20508

Predictive campaign calls could fail when the field Visible A Number in campaign settings was empty. Now if the field is empty, the queue number is used. ID: SCC-21235

Previously, CP always resolved the redial delay from the CP settings (default value 600 seconds). Now it first checks if a valid retry interval value is defined in the SC campaign settings and uses it instead of the default value.

Email issues

When an email that was pending with one agent was picked by another agent, the Picklist still showed the email, even though it was already assigned to and being handled by the new agent.

A user sending an email with multiple embedded images with same filenames could have resulted in those images being shown in the wrong order when received. CP now checks the filenames of new attachments and changes them when necessary to prevent duplicates. Unique filenames are always recommended for reliable delivery in any email client. — changed September 28 2026

Table cells with lengthy text showed a horizontal scroll bar that didn't work correctly. ID: SCC-21286

Chat issues

Previously, an agent wasn't able to see attached data of a transferred chat if they didn't have rights to the original queue. Now it's enough to have the rights to the queue where the chat was transferred.ID: SCC-21221

Occasionally, Communication Panel showed the "[Agent] joined the chat" message twice.

When a transferred conversational messaging chat was accepted and the Customer details opened, it showed incorrect information.

In chat transfer cases:

• The agent's name was shown instead of a customer’s name in My Conversations. Now it correctly shows the customer’s name.

• Conversation details didn't indicate the customer and original queue info. Now it shows these along with the transferring queue info to the current queue.

Other issues

The subject was occasionally missing from the Picklist.

The word log was translated incorrectly into Danish. ID: SCC-20910

Agents with more than 500 queues in their Home view couldn't join queues beyond the first 500. ID: SCC-20766

Logging improved for real-time transcripts.

System Configurator (SC)

When a campaign was deleted in SC, CEM could incorrectly print an error to the log.

Deleting a mobile app user in SC failed.

The following schedule issues have been fixed:

• Queues were not always opened and closed according to schedules.

• Conversations weren't always forwarded according to Forwarding Destination for Scheduled Queue Close when the queue was closed.

• Using ad-hoc calendar for a schedule could cause too long opening hours.

• Queue status could change too early or too late when daylight saving time was changed.

ID: SCC-16934

Opening the event-driven integration configuration view was slow if the integration contained a large number of linked queues.

Dashboard

When an agent called another agent, the Dashboard incorrectly showed two active calls for the receiving agent instead of one.

Today's statistics data grid remained empty when the default filter was changed because the query didn't correctly use the start time. IDs: SCC-21283, SCC-21227

The terms queuing duration/queuing time and waiting duration/waiting time used identical translations in Polish. The terms have now distinct translations in Dashboard and CP. ID: SCC-21118

Keywords in the Keyword cloud card didn’t scale according to popularity.

The queue dropdown menu in the queue tracking cards was empty.

The Keyword cloud card was unnecessarily refreshed considering the data is available on 15-minute intervals.

Integrations

Every failing email send in Microsoft Office 365 left a draft message in the Drafts folder. This resulted in multiple drafts as the sending was retried several times. Now only one draft is kept if sending fails, regardless of the retries. ID: SCC-21120

Event-driven integrations

Event-driven integrations triggered by the Closed event failed if the associated agent's session had already been terminated. This could happen, for example, when the agent's session timed out because they had closed the Communication Panel browser tab or window with one or more conversations in wrap-up without first logging out.

Opening the event-driven integration configuration view was slow if the integration contained a large number of linked queues.

Online Integration Interface (OII) / SAP CRM

SAP CRM failed to retrieve information about a predictive campaign call via CMI because the contact ID (that was used in the query) couldn't be resolved.

In case of outbound chats, customer address wasn't shown correctly in SAP CRM but instead the customer was identified as visitor@chat. ID: SCC-16273

An SAP CRM user failed to accept a transferred call that returned to them as a waiting call. The call returned because the recipient didn't accept the transfer, and the original/transferred call was still in the wrap-up state. This also prevented the agent from accepting the next incoming call. ID: SCC-21140

Miscellaneous

Previously, a choice response message could trigger a new chat discussion. These are now treated as unsupported requests.

Enhanced logging in exceptional situations and improved debugging information to threads. Additionally, revision to add key log entries regardless of log level setting.