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

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

Campaign call issues

A campaign having several identical call results (for example REDIAL) with different IDs may have ended with the wrong one being used for the reschedule if the user first selected a call result, specified a time but then decided to change the scheduled a second time. ID: SCC-18977

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

Hunt group call issues

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.

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.

Conference call issues

When a consulted party left a conference call but the caller and consulting agent continued talking, audio issues occurred in environments without MRS for recording, QMS, NAT this resulted in caller stream going directly to agent instead of the conference HUB, which caused one-way voice issues where caller could not hear agent.

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

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.

In some rare cases, if one participant left a conference, this could result in the call continuing with no audio. ID: SCC-19309

Additional CP support added for a custom conference extension.

Other call issues

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

Calls made with a Sennheiser device experienced call control issues.

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.

Improvements have been made to the CP call handling with the Jabra Engage 75 (Dock/USB2).

Calls were rejected if a user had one CP session with a phone capability and one without it.

Due to timing issues the audio failed to connect when a supervisor tried to monitor an agent’s call either through agent guidance or silent listening ID: SCC-18903

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

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.

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).

Sinch Chat issues

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

PDF printing or saving a conversation from Sinch Chat failed. ID: SCC-19297

In Sinch Chat, if the agent had closed the conversation before the customer, and the customer later clicked Close, an empty chat session was automatically opened on the agent’s side.

Transferred chats

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.

CP accidentally showed the previous chat content instead of a current chat conversation content if the chat was transferred. ID: SCC-19325

Chat queueing and allocation

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

A chat welcome prompt with no prompt text content caused incoming chats to never enter the queue. ID: SCC-19101

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.

SMS issues

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.

Delivery status notifications were not working if the UseSecureLogging registry setting was 1 for SMS Server. ID: SCC-19248

Chat recovery issues

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

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.

Other 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.

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

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

Directory search in outgoing WhatsApp chats failed:

The search never completed and the view remained in a busy state until CP was reloaded.
History contact information appeared, but their context‑menu options didn’t open when the options link was clicked.

ID: SCC-19639

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

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 editor 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.

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.

The email editor did not insert a space between words in certain circumstances, for example when the text contained formatting such as underline or bold. IDs: SCC-19504, SCC-19767

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

Other 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

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.

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

CP moved the cursor from the email body text area to the To field when a new conversation was offered to the agent. ID: SCC-19206

An empty script extension was displayed when an email conversation was picked from Picklist and the related script was set to open when the conversation was answered.

When an email containing a clickable button with tables was received in CP, the button was shown as plain text. ID: SCC-18859

CP didn't specify list item types in bullet or numbered lists within emails, which could cause recipients to see the lists rendered incorrectly or appear broken.

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

Issues when opening Communication Panel via Dashboard

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.

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.

Issues with CP and Dashboard

Communication Panel's Picklist and Dashboard showed some handled conversations as unhandled. These conversations were found in the monitoring database. Now they are cleaned from the database daily. ID: SCC-11181, SCC-16581, SCC-15296

There were slowness and failing searches in Dashboard and Communication Panel because Contact Management Interface's (CMI) contact search was slow for active calls (In process, In queue, Pending, Wrap-up) in a predictive campaign. ID: SCC-19228

Integration-related issues

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

CP has been improved to show attached data from EDI correctly.

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

Audio device and player issues

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.

Revision to the method used to load ringtone audio files before being accessible to the audio player. ID: SCC-16542

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.

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

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

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

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

Searching the directory was slow if there were many directory groups in the system. This has been fixed by improving RESTful Interface's database caching. ID: SCC-19017

The following CP issues have been fixed:

For predictive campaign calls, CP used the incorrect number when doing a customer history search.
CP failed to prevent duplicate search filter items in customer history search.

IDs: SCC-19090, SCC-19228

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.

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.

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.

If the voicemail setting Compression was left empty, the value didn't remain unchanged after an upgrade and was automatically changed to GSM. ID: SCC-18989

The default sender address defined in System Configurator wasn't used as the From address in Communication Panel. ID: SCC-18489

A chat welcome prompt with no prompt text content caused incoming chats to never enter the queue. ID: SCC-19101

Opening the Messaging services view took longer when processing a high volume of authentications for messaging services.

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

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

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.

The Conversations view showed different totals of abandoned conversations and false attempts compared to the Handled today card.

When starting silent monitoring from Dashboard, the embedded CP used in Salesforce or SAP C4C became unusable because Dashboard didn’t check its launch context. ID: SCC-19168

The Campaign data loading limit defined in Dashboard settings incorrectly allowed queries beyond the default 5000.

Customer data in Campaign view’s All customers and My called customers is no longer refreshed automatically.

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)

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

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

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

Searching the directory was slow if there were many directory groups in the system. This has been fixed by improving RESTful Interface's database caching. ID: SCC-19017

Contact Pro uses a certificate to encrypt secrets in the database. If a secret was inserted through the RESTful Interfaces, it was encrypted with an incorrect certificate. This caused authentication failures with integrations, such as Conversation API, after certificate renewal.

In request GET /RI/rmi/contacts, some query parameters didn't work with the limit query parameter. ID: SCC-19185

RI requests improved to prevent client error responses. ID: SCC-19657

RI resources such as GET /RI/cmi/chats and GET /RI/cmi/contacts could return invalid XML 1.0 that contained control characters like 0x3, and this couldn’t be parsed by the XML parser in a client application. Now RI cleans up chat messages, chat subject/title, and email subject/body coming from the customer. ID: SCC-19620

Contact Management Interface (CMI) issues

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.

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.

Script answers with free text weren't updated in the database because RI/cmi/scriptResults didn't log them since they had no answerId. ID: SCC-19103

In a predictive campaign, CMI contact search was slow for active calls (In process, In queue, Pending, Wrap-up). This caused slowness and failing searches in Dashboard and Communication Panel. ID: SCC-19228

CMI's contacts search by subject and queueId did not work if the email had been transferred to another queue.

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

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

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.

The Salesforce integration had issues in single sign-on (SSO) and fetching ongoing interactions after reload. These have been fixed in the updated Salesforce package: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tJ80000008rpz

Event-driven 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.

If conversation attached data (CAD) was added by an event-driven integration (EDI) to an unallocated chat and the chat was recovered after a backend module restart, the CAD was lost due to the Received event not triggering the EDI configuration. ID: SCC-19222

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

Microsoft Teams

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.

Microsoft Teams status changed to Available after 5 minutes in a call in Communication Panel. The status is now updated to Teams every 4 minutes. ID: SCC-19375

If a user had an ongoing call in Communication Panel and their Microsoft Teams status was therefore updated to Presenting, Communication Panel incorrectly changed their Sinch Contact Prostatus to Not Ready. ID: SCC-19375

Online Integration Interface (OII) / SAP CRM

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)

When using embedded Communication Panel with SSO, users couldn't log into the Salesforce integration or use the responsive My Conversations view with a popped out Communication Panel in any CRM integration. To avoid issues with SSO login, we recommend updating to the latest Salesforce integration package from Contact Pro.

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

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

Occasionally, Visitor Chat didn't show the welcome prompt or incorrectly showed connectivity errors. This happened due to a timing problem. The issues have been fixed, which also improves the startup time, responsiveness, and scaling of the Visitor Chat UI.

Chat intermittently didn't start when the customer clicked the chat button. ID: SCC-19304

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

Agent - Utilization reports have been optimized. ID: SCC-18021

If the reporting interval had no new conversations, the StoreScriptResult event ignored script results that should have been processed.

Logging

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

Audit logging has been improved.

In some call scenarios, the Call Dispatcher (CD) log contained unnecessary warnings about hub releasing, for example:

WRN> MRS> ReleaseCtx - RTPCtx CallDispatcher:C1SCCP1035467_Core_HUB_133 differs from currently reserved

A conversation's message content was printed into the ECF log. If you now want to continue printing this content into the log, please add registry setting LogDetails = RequestContent,ResponseContent to EcfFrontEndServer.

Security‑related logging for credential handling has been improved.

SMS Server logging is improved to inform if received Conversation API event is not supported in Sinch Contact Pro. SMS Server prints for example: Received message conversation_stop_notification from Sinch Conversation API, not supported

Miscellaneous

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.

When the preferred or required agent setting was enabled or requested by an external provider, the system took a long time to find agent(s) who had previously handled the customer's chat. Now the query has been optimized and the setting Use preferred or required agent has a 180‑day limit, meaning the system only looks back that far when searching for preferred or required agent(s).

When a system was updated, the table SystemTypeDescription was created twice.

Chat Server stability after SQL Server reset has been improved.

If default call results had been deleted in System Configurator (at Outbound Management > Call Result > Default > Call Results), the next outbound database installation failed.

In some rare cases, the VU Database upgrade failed because the SQL script contained a GO command that was followed by a tab character.

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.

Reporting Database Server installation failed with a new SQL Server account. The installation has been fixed to create SQL account if SQL account has been selected and no such account exists yet.

After the SQL Server reset, chats may occasionally fail, or attached data may be missing.

In rare cases, there might have been audio disruptions in phone calls. This happened because filtering of packets coming from a bad source IP address didn't work correctly. Media Routing Server (MRS) detected the bad IP address but didn't reject packets. ID: SCC-19650

When a call arrived to an IVR with DTMF options, in some cases the prompt could go mute if the RTP destination was changed by the caller's system. ID: SCC-19463

Incoming emails written in Chinese weren't always parsed correctly, resulting in garbled email subject and body.