Corrected Defects

Communication Panel

Calls answered from a MTD device were disconnected after 60 seconds. ES-55002

Communication Panel did not play any call progress tone when a user made an internal call.

An incorrect status (Call Active) was shown in the Conversations view when an agent called to another agent who was logged out/not available and the call was disconnected.

When a call was being offered and the caller disconnected before the agent answered, the ringing tone would not stop playing until Communication Panel was reloaded.

Communication Panel users with Jabra headset could only answer one incoming call successfully. Subsequent calls were automatically disconnected. ES-57640

If an agent accepted an Outbound campaign call and the customer hung up, the conversation remained on the screen after the agent filled in the script and selected Redial and Close.

When Communication Panel received an email in plain text, line breaks were missing because it was handled as HTML.

It was not possible to send encrypted emails from Communication Panel. The email validation routine has now been changed to accept also addresses ending with .s.

Incoming email's subject was not displayed correctly if it contained unencoded special UTF-8 characters such as Üü.

Dragging and dropping an image to an email did not create an attachment. ES-57723

Adding an attachment to an email message failed sometimes. In this case, the message attachment was shown in black instead of a blue link.

An agent was not able to transfer an email in edit mode to another agent.

When an agent picked a pending email and started replying, the reply window displayed the email reply opening time as the Sent time.

The setting Show queue conversations in Picklist did not show transferred emails.

When picking a pending email, reply templates were not always found because the system language was used as the language for the pending email but the original email used either the language of the queue extension, the queue (if no language defined for the extension), or the system language (if no queue prompt language defined).

The RichTextEditor component used in Communication Panel's chat input view has been updated to an HTML component to fix occasional freezing problems.

When words were misspelled by the agent in a chat message, right-clicking and selecting the correctly spelled word was shown in the input text box, but the previously misspelled word was the one sent to the customer. SCC-174

When agents typed sentences that were wider than the input text box, the text was not wrapped. SCC-82

Typing in the chat input text box was delayed in some situations.

An agent receiving a transferred chat allocation from a queue to which the agent had no rights caused a repeating chat allocation failure if the original queue had scripts.

Chat was disconnected if an agent had two Communication Panel sessions open at the same time with the automatic answering function enabled.

If there are over 100 messages in a chat, new messages are not shown in the chat window in Communication Panel despite the notification sound being played.

If Communication Panel's server connection failed, the user was directed to the login screen, if using basic authentication, or to UI launchpad, if using IDP authentication, without trying to reconnect.

If Communication Panel lost connection, it did not try to reconnect automatically. Now if there is a network outage, Communication Panel tries to reconnect up to three times with a 5-second delay.

When a connection issue occurred in the Visitor Chat client, additional chats appeared in Communication Panel's Picklist.

Phone queues in a queue group linked to the active presence profile were sometimes deactivated after the user logged in.

When users used the browser's feature to maintain username and password for ease of login to Communication Panel, the Current Password field in User Menu > Settings > Password maintained the value creating a security risk and a nuisance when changing and saving other setting options.

Added directory entries disappeared after a day or two because the entries were added to synchronized groups. Now adding entries to such groups is prevented. ES-11564

If a user had over 200 queues, Communication Panel became unresponsive. Incident ID 115081 2021

The reporting event ConsIn was missing from chat conversations that were part of consultation.

If Communication Panel was narrow enough to make extensions open as popovers, a third-party extension stayed visible after the agent ended a chat.

A presence profile linked to a queue group ignored queues that were in the hunt group mode.

Communication Panel's performance has been improved and an issue fixed where Communication Panel stopped working correctly if the agent had an active conversation and refreshed the browser.

The system allowed an agent to mark a conversation as handled without filling in a mandatory script if the conversation was transferred from a queue that didn't have a mandatory script.

If a conversation did not involve an agent (for example, it was transferred from a queue to IVR), its status was displayed incorrectly as Abandoned in Communication Panel and Supervisor Dashboard from the next day onwards.

In some cases an agent trying to listen to a call recording and restarting Communication Panel during recording download, the server component could end in a deadlock situation. Then all agents were logged out and unable to log back in until the server component was restarted. SCC-258

System Configurator

System management > Personal Data Retention Times: If Enable Automatic Data Removal was selected and retention time was empty or 0, the system anonymized or removed the data immediately after the defined start date. This has been changed so that 0 is no longer accepted and 1 day is the minimum value. If the value is empty or 0 (set before this change), the system does not anonymize or remove data.

If a user had an IVR application open and someone else changed the version of this IVR application, the incorrect version was shown as Active in the IVR Application Versions block even when the IVR application view was reopened.

RESTful Interfaces

When new database-level access control was used, contact history search in operative database did not work correctly.

Restful Analytics Interface's (RAI) ContactHistory request timed out sometimes.

RI did not show queue conversations in Picklist. ES-57171

When chats were transferred from a primary queue to an overflow queue, statistics showed the chats being handled in the primary queue. ES-56436

The rights given to the parent user group were not inherited by the member groups when the user groups were synchronized with the directory.

When messing API was used to send messages, the message to the customer was incorrectly indicated to be sent by the customer.

HTTP 404 error was printed to the browser console when an agent answered a conversation that did not contain internal notes. Now the system returns 204 in such a case.

Supervisor Dashboard

When Supervisor Dashboard was launched, no data was loaded.

When an agent using Communication Panel was in wrap-up, the agent's status was shown as Free and wrap-up timer was not counting in Supervisor Dashboard.

When using an external identity provider (IDP), a Supervisor Dashboard view that included a long list of queues might remain empty or give an error.

The chart showing arrived conversations showed also queues that had no arrived conversations that day.

The tooltips of downward-facing arrows in chart settings were truncated.

When the user had no rights to modify presence profiles, the Profile field in Agent Details view was empty. Now the Profile field shows the actual presence profile.

If the user filtered conversations with columns Arrival Time, Recording, or Script, some or all data might not have been displayed.

If a conversation did not involve an agent (for example, it was transferred from a queue to IVR), its status was displayed incorrectly as Abandoned in Communication Panel and Supervisor Dashboard from the next day onwards.

SAP Service Cloud (C4C) Integration

An incoming email was connected to an incorrect customer account in SAP Service Cloud (C4C) when the sender's email did not match any customer and a customer with the same name was found. Now Sinch Contact Center (cloud version) uses the sender's email address as sender name when uploading email data to SAP Service Cloud (C4C). This means that the customer is identified only based on email address.

Sending one email took several seconds. This occurred because Sinch Contact Center (cloud version) waited for a notification from SAP Service Cloud (C4C) that the email has been uploaded until starting to process the next email.

It was not possible to log in to the embedded Communication Panel using Firefox. ES-55638

Visitor Chat

Visitor Chat client sent chat messages regardless of server responses, causing a cross-site scripting (XSS) vulnerability. This was fixed by using server-sanitized content in sent chat messages.

Visitor Chat Client's intermediate JavaScript was not minified. ES-57267

When using chat from iPhone, the Send button was missing from the text input field making it difficult to send chat messages.

Agent alias was wrong when a chat was transferred multiple times via bot gateways.

Visitor chat client did not require confirmation from the customer when the End Chat button or the Close icon was clicked.

Additional conversations appeared when there was a connection issue in the Visitor Chat client. These could be seen in reporting.

If 3rd party cookies and local storage were disabled, network breaks could cause a situation where it looked like the chat was ended.

Communication Event Manager (CEM)

Time zone related errors were printed to CEM log if there was an email or action item that was several years old in a queue waiting to be allocated.

If multiple integer values were inserted to the database by CEM in a single statement, some of the inserted values could be incorrect.

When a chat was rerouted in a multi-CEM environment, CEM could falsely assume that the maximum waiting time had elapsed and handle the chat according to the queue's forwarding options so that the chat might have, for example, gotten disconnected. The problem occurred if the server clock of the rerouting CEM was ahead of the receiving CEM.

Reporting and Monitoring

Chats were missing an event to clean-up chat discussions.

If a chat arrived into a queue but was transferred to another, reporting showed the first queue as both the original and final queue.

When an agent using Communication Panel was in wrap-up, Wrap-up status was not shown in Online Monitoring.

Miscellaneous

If several interactions had been registered into a queue in a single-CEM or multi-CEM environment when no agent was available, some interactions were not always allocated when agents became available.

Presence IVR did not work if an end date was defined for an absence. Incident ID: 705166 (2020)

If reporting was done hourly and a conversation started and ended during different hours, the duration of the conversation was not always calculated into agent statistics until the turn of the hour.

Scheduled clean-up did not anonymize some chats and emails.

Outbound chats weren't included in billing and have now been added.

The <version> in the URL used by the Data Protection Officers (DPO) to create Personal Data Reports has been replaced with latest.

If data destination Monitoring was configured (System Configurator > Reporting > Data Destinations), the Data Privacy Officer Report showed that data was anonymized/deleted successfully even though the operation failed and conversations were still visible in conversation history.

Sending voicemail notification emails did not work with oAuth authentication because the sender address contained display name and MS graph library could not handle that. Now the display name is removed and later added by the email server.

A timing issue occasionally caused prompt playing failure for a call after the call was transferred from an IVR to an external number and that call disconnected. The caller could not hear IVR prompts.

To prevent cross-site scripting (XSS) attacks, vulnerability issues have been fixed in Online Monitoring. Incident ID 320272 2021