Corrected Defects

Communication Panel

If there were finished calls in the Conversations list and the agent did a redial, DTMF did not work. The same happened with a new call from the dialpad. ID: SCC-699

If an agent in an ongoing consultation call pressed the Hold/Resume button several times quickly, Communication Panel sent several identical commands to AgentServer, which caused AgentServer to send several commands to SIP Bridge. SIP Bridge did not work correctly in this case, and the voice session ended up with IP address 0.0.0.0 for one participant. This led to one-way voice in the call. ID: SCC-147

If an agent lost phone connectivity temporarily while being offered a call, the call wasn't re-allocated to the same agent when phone connectivity was restored. ID: SCC-756

Resuming a call that was put on hold stopped call recording instead of pausing it. ID: SCC-890

If an agent had two calls (customer and consultation) and started conference, the consultation call remained in the navigation list.

When conference was started, the duration value (seconds) was blinking.

When the Simultaneous Ring Mode setting was enabled, outgoing calls in headphones were muted. SCC-799

Sometimes when viewing a pending email or handled emails in the History view, the internal notes were not shown. Instead, Communication Panel showed an error message "Failed to load internal notes".

Transferred emails were not shown in Interaction History when filtered with status In Queue. ID: ES-12585

When an email message in HTML format contained mailto links, these links were removed as the system sanitized message content. Mailto links are now preserved but URL query parameters other than to, cc, subject, and body are removed from the links. ID: ES-8243

Sometimes when an agent accepted an automatically allocated email conversation that had a preferred agent and marked the conversation as pending, no more conversations were allocated to the agent. ID: SCC-794

If an agent added internal notes to an email that already had one internal note and marked the email pending, the new saved internal note was lost when the pending email was opened. ID: SCC-946

Sometimes when an agent had created an email and saved it without sending and opened it again, the email body had lost its line feeds and rows were concatenated.

When resizing Communication Panel when an email was in the edit mode, the editor area height was not always refreshed until some extension area functions, such as internal notes, were opened or closed.

If an agent had previously selected and closed emails in the pending list and then the agent handled a conversation, the previously shown pending email was accidentally reopened.

If an email was being transferred between two agents and also saved as a pending email, it was possible that the same conversation was shown both in the active conversation list and pending list until the pending list was refreshed.

Occasionally an agent saving a draft reply to an email and closing the draft could cause a situation where no more emails were allocated to the agent during the session.

When an agent opened a draft email from the pending list and either sent it or saved it again, conversations were no longer allocated to the agent.

In some cases, the sender's name was not displayed properly on the chat tab for social channels. ID: SCC-841

Sometimes text input to the chat text box was delayed. ID: SCC-175

When a new chat was offered to an agent who already had an ongoing chat conversation, the input field of the active chat lost its focus. ID: SCC-297

If a chat conversation was transferred or overflowed from one queue to another, the system didn't update the conversation's queue information properly. This meant that if the agent who had handled the conversation didn't have rights to the first queue, they couldn't see the chat contents in Conversation History. ID: SCC-651

The system didn't end an agent guidance session properly when the session was closed. This could affect system performance after several guidance sessions.

The supervisor couldn't see all of the body text of an email message in an agent guidance session when monitoring the conversation.

The supervisor's call monitoring buttons Listen, Coach, Barge, and Stop were always disabled when conference was started.

If there were no messages in the internal chat between an agent and a supervisor, the agent didn't receive the chat ended notification.

In a campaign run in predictive mode, setting the call result with a script failed because the script was not shown.

Cancelling offered campaign call instead of answering did not work.

Scripts with campaigns didn't work.

In Home view, the statistics columns sometimes showed random queue statistics. This was due to a user interface rendering issue in Communication Panel.

If the screen was too small vertically, call details were hidden. Scaling has been improved so that a vertical scroll bar appears when necessary in call, chat, conference, and email conversation views. Also the size of the phone icon in the call view has been reduced. ID: SCC-571

Searching for conversations with Source or Destination in Conversation History could be slow due to a missing index.

When agents changed the user interface language, some of the UI texts, such as Ready, Not Ready, and Conversations, remained in the original language. ID: SCC-1012

In some situations, all agents were logged out of Communication Panel.

The Download button was always enabled in the Attachments view of the extension area although no attachments were selected.

Queue statistics in the Home view were not updated when an agent signed out and signed in again.

System Configurator

User and Role Management > User Groups: Searching user groups could be slow if the groups were numerous and hierarchical. ID: SCC-162

Switching the script for a queue didn't always work without restarting Agent Server. This meant that an agent serving in the queue was still offered the old script. Now the agent only needs to log in again to Communication Panel to apply the script change.

Grant rights were not inherited to member groups.

RESTful Interfaces

Supervisor Dashboard

RMI failed to retrieve data to be displayed on the Supervisor Dashboard user interface.

SAP Service Cloud (C4C) Integration

The call recording was not available in C4C Customer Hub for an outbound call that was initiated from C4C UI. ID: SCC-515

Visitor Chat

In the previous release, Chat Visitor Client file cvc.min.js was not minified.

Communication Event Manager (CEM)

The following issues related to routing email to a preferred agent were fixed in CEM:

• Email conversations that were routed to logged-out preferred agents were not displayed in Communication Panel after the preferred agent logged in.

• When using Communication Panel to pick an email conversation that was routed to (another) preferred agent, the first pick attempt failed with an error message.

• Changes to certain email channel parameters, including Time Limit for Accepting E-Mails, were not applied on the fly. ID: SCC-309

Sometimes the body of an email message wasn't displayed correctly. This happened because CEM couldn't convert it correctly from HTML to text if the body contained an img tag with the alt attribute set to an empty string. ID: 464578 (2021)

Errors were printed to CEM log if an operative database query that CEM periodically executes failed due to being too complex. This might cause the SQL Server to crash. ID: 1501842 (2021)

If OAuth authentication was used on an email server and the current token expired, sometimes incoming emails weren't directed to queues because the system couldn't fetch them from the server. ID: 321811 (2021)

Reporting and Monitoring

Online Monitoring: Contact View showed an incorrect value in From column for social channel chats. ID: SCC-667

Reporting (for example Agent - Work Done reports) showed too much wrap-up time for an agent in some situations. ID: 127931 (2021)

Online Monitoring: Contact Details showed the ChatResponseInfo event also for cases in which an agent had rejected the chat or the allocation had timed out.

Script results generated by custom IVRs were not shown in either Script View of Online Monitoring or Standard Reports. ID: 394507 (2021)

Miscellaneous

Old emails were not deleted from the email server according to the setting defined in System Configurator > System Management > Channels > E-Mail Channel > Old E-Mails Deleted After (d). ID: 356120 (2021)

If the customer was using their own S3 bucket for call recordings, users couldn't always listen to all of the recordings. This happened because the system was trying to open the recording from S3 even though it hadn't been transferred there. The system tried to copy a recording to the S3 bucket 5 times at most. After this, the system moved the recording to the folder configured for media (System Configurator > System Services > Recording Settings). The number of retries for copying has now been increased and the system will try to copy a recording for up to 5 days. ID: SCC-352

The user could change their password to contain Scandinavian letters but couldn't log in. ID: SCC-634

An agent couldn't disconnect a phone call answered through a CRM system that used the Online Integration Interface (OII). The call was only disconnected when the customer hung up. ID: SCC-1008

A missing Content-Type header in HTTP response to authentication caused XML parsing error print in Firefox debug console.