Corrected Defects

This section lists issues reported by customers and found during system testing.

Fixed defects 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 fix description in this document.

Communication Panel

Call issues

If the Activate Virtual Phone setting in System Configurator wasn't selected for users who enabled the simultaneous ring mode in Communication Panel, the users were not able to answer incoming calls. SCC-5151

Consultation calls started with the caller on mute. ID: SCC-5772

A transferred call was alerting for the preferred agent but the call was not visible in Communication Panel.

Chat issues

Occasionally failing to end new WhatsApp chat caused looping conversation.

Previously Communication Panel only supported Name and Email as CAD from Visitor Chat. Now it has been expanded to accept Name, displayname, firstname, lastname, and Email. ID: SCC-5090

Transfer of chat conversation failed if the agent did not accept the conversation. Now conversation returns to the agent who transferred the chat. Incident ID: SCC-5652

Email issues

Script information and saved answers of a queue email were lost when the email was added to the pending list. ID: SCC-4718

An email address containing an underscore (for example my_address@mail.com) was shown in Communication Panel without its underscore in the address and so misleading users.

An email's body occasionally turned white and user lost text when navigating between emails. ID: SCC-4861

Auto-allocation of emails stopped because of non-Latin characters in a file name. ID: SCC-5050

When replying to an email that contained inline attachments, the recipient didn't received them as inline attachments. ID: SCC-

When pasting or dropping an image into an email, the cursor position moved to the beginning of the email.

Email addresses with two underscores (for example email_peter_private@email.com) were not handled correctly in a chat session.

Attachments with the same file name were treated as one attachment, and the same attachment was sent as many times as there were attachments with the same name.

Campaign call issues

Agent was always shown as free after joining or leaving an outbound campaign regardless of ongoing actions such as wrap-up.

If agent logged out while there was a queue dialer campaign call in the preview state, the queue dialer failed to clear the call and closing the campaign failed because there was still this active call.

Other issues

With the new concept of My Conversations view (=HomeLimited view+controller), a second instance of UserInteractions.controller was mistakenly created.

The Accept and Reject buttons could disappear in case of an update Interaction event coming to the My Conversation view.

If agent had an active profile with a queue group, during login it was possible that no queues were attached to, if active profile type was free and priority was equal to some other free profile without a queue group. ID: SCC-4381

Queue allocation mode could change from hunt group to auto-allocation when using profile-linked queue groups having hunt queues. When queue mode changed, agent always received queue conversations as auto-allocated. ID: SCC-4017

Communication Panel showed not found error instead of no content in log files when it was requesting CAD that was not available.

Communication Panel wasn't able to retrieve wrap-up and script information of a queue agent had rights to. Now the information is retrieved in the following order:
  1. Current queue
  2. Original queue
  3. User-specific settings

Dashboard

The Queue Serving Status chart has been optimised to avoid errors seen with a large pool of agents. ID: SCC-4919

The Agents element in the Queue Serving Status chart could have shown incorrectly the serving agents of a queue.

In case of recovered chats, the Conversation Details view showed wrong information as State 1 and/or State 2 values for events Chat was handled (ChatHandled), Chat was completed (DiscussionHandled), and Chat (out) handled (ChatOutHandled).

The Clear button in the Conversations view was not working as expected.

User was able to set negative values in the Data Refresh Interval (Seconds) settings.

Export to Excel didn't indicate a recording or script included in a conversation when exporting, for example, a conversation list. Now the respective column shows text "Recording" or "Script" if one is included. Otherwise the column is empty.

RESTful Interfaces

An RI GET /cmi/contacts search in the reporting database may have taken time to execute if a long time span is given as search criteria. Search is now optimized.

When a valid RI request (GET/RI/cmi/contactData/id) was sent and no data was available in database to respond with, RI showed 404.

Integrations

If Communication Panel was integrated with an on-premise SAP CRM, attaching extra data to an outbound call failed. ID: 379567 (2022)

Visitor Chat

Memory leaks were noted related to visitor chats. To prevent such occurrences, idle timeouts should be configured on channel or queue level.

Consecutive setOption() calls to set a specific target queue were failing in Visitor Chat client if followed immediately by a startChat() call. ID: SCC-3686

Visitor Chat was not able to detect browser language correctly and always fell back to English. Now Visitor Chat follows browser language correctly.

Login information provided by customer in login fields is now added to CAD.

An error was printed to console if customer closed the chat from the X button in the top-right corner. ID: SCC-1796

Visitor Chat was not working as expected when user tried to drag and move the view around on the screen.

The tooltips Maximize, Minimize, and Close were cropped and misaligned on mobile devices. Now the tooltips have been disabled.

Functions cvc.setMinimized and cvc.setState were not working properly. ID: SCC-3825

Reporting and Monitoring

If a system contained tens of thousands of conversations, reporting content queries failed due to a data collection timeout.SCC-4881

@value2 of NewMail events may contain warning and critical times for email handling. In case value was empty (for outgoing emails or could be inbound emails if warning and critical times were not set), this then resulted to NewMail event handling errors.

Miscellaneous

Chat Server had the potential to crash when handling attached data. ID: SCC-4923

Chain Matcher had a potential memory leak related to incoming chat messages.

ECF Frontend JNI part JniMainModule::mUserToPeerMap had the potential for a memory leak.

Backend logic has been optimized to avoid creating unnecessary direct rights during user creation process, that is, if user is created with membership to a user group.

Directory synchronization stopped working because of cached objects in Batch Job Server (BJS).

The following changes have been made in Quality Monitoring Server (QMS):

  • Monitoring sessions created without callback url are allowed in QMS.
  • Call recording is allowed to be triggered via QMS recording command without full QMS session.

ID: SCC-5463, SCC-4694

Due to issues in Tomcat, it was not possible to log in to System Configurator. ID: SCC-5075

Billing may have shown too big values for features.

In case of CEM reset/non-availability, chats may have hung in Chat Server without being visible to agents.

Hanging up and answering with a Plantronics headset didn't work.