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 issues

Timing issue prevented agent from joining a queue in a campaign run by the Campaign dialer.

It was possible to initiate more than one consultation call using either the Communication Panel Control (CPC) API or the Search queues and agents field.

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.

When a chat was waiting for a preferred agent who was Not ready, the customer's name wasn't shown.

The chat discussion ended falsely at the time it was accepted if the chat had already been removed from the offering (timing issue). ID: SCC-19790

User wasn't offered a new chat when the currently offered chat ended (by the customer) and another chat was waiting in the queue.

Chat issues

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

Sinch Contact Pro was missing a way to handle C0 control characters preventing, for example, from showing attached data in CP when such a character was present in customer metadata. ID: SCC-19977

The required agent information was missing from the offering screen and Picklist when only one required agent was configured in the SC setting Max. number of required agents and the previous chat with the customer contained no agent messages.

Sometimes playing video and audio sent in a chat conversation wasn't possible because the controls were disabled. ID: SCC-19864

When an active chat containing a video was opened from the History view, the video was unnecessarily interrupted during CP data updates. ID: SCC-19864

When a mobile phone number without the plus sign (+) and country code was pasted into the number field of an outgoing chat message, CP interpreted the first digits as country code and split the pasted mobile phone number. ID: SCC-20210

Email issues

Email editor removed spaces and incorrectly positioned the cursor when pasting formatted content. ID: SCC-19767

Pasting HTML content multiple times into the email body caused CP to lose the cursor position. IDs: SCC-19278, SCC-19369

When an image was inserted or pasted into the email body, it couldn’t be resized. ID: SCC-20381

When a table was pasted to the email body, any custom column widths made were lost. Custom scaling is now maintained and can be adjusted in the editor. ID: SCC-20445

Embedded images were not always shown correctly in CP. ID: SCC-20041

Other issues

Occasionally, Conversation history and Conversation details extensions showed incorrect data. ID: SCC-19897, SCC-20069

Accepting or picking a chat where the picking agent was set as the preferred agent failed if a call, chat or email was waiting to be accepted/picked by the agent.

If the agent was already viewing the same conversation that was also offered to them, the conversation might end up showing twice and incorrectly.

An agent guidance request didn't notify the supervisor with a ringtone.

The Swedish translations for the UI texts Create SMS message and Create RCS message were reversed.

Dashboard

The Filters dropdown didn't share the same method for closing it. It now closes by clicking in a space outside of the dropdown.

Dashboard’s search functionality for Body text, Internal notes text, and Subject filters has been improved. Searches enclosed in double quotes now return exact matches, while searches without quotes perform an AND-based query.

RESTful Interfaces (RI)

The CMI/contacts request with type=CallIn didn’t return all conversations that were active or handled within a day. ID: SCC-20207

The CMI/contacts request with the search parameter occasionally failed to use indexes, which increased the load on the Reporting database. Now the behavior of the search parameter in GET /RI/cmi/contacts is optimized when the parameter value doesn’t contain wildcards * or ?.

Integrations

EDI attached data wasn’t available via CMI/contactData before the chat was allocated to the agent.

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