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 issue description in this document.

Communication Panel

Call issues

Certain Jabra devices continued ringing after the agent had declined a conversation offering. A command has now been added to ensure that the Jabra device stops ringing when the agent clicks the Decline button.

Supervisor was unable to start an agent guidance session if the guided agent had an ongoing call and the agent's Maximum Number of Waiting Calls was set to zero in System Configurator. ID: SCC-8512

The wrap-up timer may not have shown correctly after ending a conference call.

Due to timing events, the call ringing tone played without an offered call. An additional symptom was that the ringtone played during conversation handling without indication where it was coming from.

The Call Attempts Made field used in campaigns included zero in its count.

If the agent was using a simultaneous ring mode (SRM) device for a monitored call, the supervisor giving agent guidance couldn't start a call based agent guidance action.

If an agent classified a campaign call as instant redial and logged out of the campaign while in wrap-up, they were offered the call but Communication Panel became unresponsive. The agent is now kept in the campaign until completing the instant redial call and logged out only after this.

An agent who received a direct call during an ongoing call heard ringtone which could not be stopped without ending the first call.

In rare situations, calls were briefly offered to an agent before being withdrawn and giving the agent an error message. This happened due to a timing error for ringtone.

Chat issues

Occasionally, when an agent sent a WhatsApp message to a customer using a template, the template was shown again in the chat window giving the impression it was sent twice. ID: SCC-9001

If a chat was left open during the change of day, the chat transcript did not show the date change clearly. Communication Panel now adds a line to separate the previous day from the next. ID: SCC-7347

Communication Panel failed to load conversation history.

Email issues

Open conversations were not always moved to the pending list after agent logout. Email was seen as active and on the pending list when an agent picked an email that was moved to the pending list due to agent logout.

When an agent was creating a new email and another email was being offered to the agent, the buttons for Accept and Decline were disabled.

Sometimes users could not print email conversations because they got the "Printing request failed. Try again" message. ID: SCC-9225

When an email was opened for editing and the cursor was repositioned to insert a reply template, the cursor refocused to the top of the email when adding the template. ID: SCC-9215

The To, Cc, and Bcc fields were not cleared after the agent clicked the Forward button. ID: SCC-9594

Callback issues

Quickly processed and ended callback triggered another callback to the customer.

Connection issues

If an agent had a slow network connection and picked several conversations quickly, Communication Panel may have shown inconsistencies when allocating or accepting them. ID: SCC-6813

Other issues

Queue statistics for a particular queue were found not to update after the agent moved away from the Home view and returned to it.

Queues may have been shown as duplicated in the Home view after Communication Panel recovered from a short network break.

Sometimes an error happened when an agent tried to pick a conversation, preventing them from further picking.

Fonts used for PDF printing failed to load causing content to be missing from PDF. ID: SCC-8577

If Communication Panel was too narrow, it was not possible to define a date range in Picklist's or History's Detailed Search as the pop-up window was not in view.

Occasionally, when an agent picked several conversations (multiselect), some conversations were not shown in the My Conversations list although they were allocated and in process with the agent.

Rejecting a waiting call or chat was not handled correctly by the backend. The status of the conversation was changed to rejected but no other action was taken, and the conversation remained in the user interface with Accept and Reject buttons disabled.

Campaign and queue dialers did not prevent using campaigns before their start dates.

If a user's rights were updated in System Configurator, their Communication Panel might have continued to use the previous rights. ID: SCC-9365

Picklist's My Preferences made it seem like the user could save the quick filter applied from Home view's quick queue filter for Picklist. Now Communication Panel disables the My Preferences button in Picklist while there is a forced queue filter active. The user needs to close the filter (for example Close button in the filter bar) to enable the My Preferences button and so restoring the applied user filter.

If the agent left the Communication Panel browser session in the background and brought it back into focus, queue statistics may have shown as zero. ID: SCC-9353

Occasionally, the agent got an error message when using History's detailed search for searching over longer date ranges. ID: SCC-8591

Dashboard

If Critical Level of Serving or Free Agents was configured to be 0 in System Configurator and there were no serving or free agents, Dashboard showed the corresponding cell with the warning color (orange) instead of the critical color (red).

System Configurator

Chat Server used 10 minutes (600 seconds) as the value for the parameter Timeout for Idle Chats (ChatIdleTimeout) even though a value less than 10 minutes was configured for the parameter on chat channel level in System Configurator. The issue caused idle timeout to be longer than expected for chats in queues where no value was configured for the same parameter.

Issues with the dialer caused the following:
  • If a campaign was changed from active to passive in System Configurator, and then to active and quickly back to passive again, the dialer forced the campaign to be closed even if there were active calls (preview/connected/wrap-up). This meant that active calls were disconnected with the call result CONNECTED.
  • If the campaign queue was changed and the campaign was forcefully closed while there were active calls (preview/connected/wrap-up), the campaign customer remained reserved in the old queue after the call had ended. This meant that the dialer didn't make as many campaign calls as in the old queue.

ID: SCC-8086

If an active IVR version or customizer was deleted and saved, the IVR was not saved correctly. ID: SCC-9290

If an active IVR source code version was deleted, and a new one was not active, the previous active IVR source code (the deleted one) was still used. ID: SCC-9332

SC opened off screen if the display that was used earlier was no longer available.

Integrations

Chat Server lost connection to OII after 1 hour. ID: SCC-8400

The Presence Synchronization ID setting wasn't case-insensitive and therefore MS Teams UserPrincipalName didn't always match with the name in Sinch Contact Pro.

The agent status Presenting in MS Teams didn't change the status in Communication Panel to Not Ready.

Presence Synchronization Interface (PSI) wasn't activated when there was an incorrect configuration in System Configurator > Messaging Services > Microsoft Teams.

If a user had the host application with embedded Communication Panel in My Conversations mode open in more than one tab, closed the original pop-out Communication Panel and reloaded any of the embedded Communication Panel tabs, multiple pop-out Communication Panel windows were opened.

Customized Communication Panel page/tab title was in some scenarios reset to the default value Sinch Communication Panel. Now the custom value is always shown according to configuration. ID: SCC-9397

After the agent had handled a call, SAP CRM was not alerted for a next incoming email or action item. Instead, the agent had to pick it from Communication Panel. ID: SCC-9075

When the Online Integration Interface (OII) log finished logging for the current day and the UTC date changed, the log file showed a timestamp for the beginning of the current day instead of the end of the previous day.

Online Integration Interface (OII) can support multiple client certificates for connection from OII to one or multiple SAP CRMs. As CRM does not specify which certificate is required, OII could select a wrong certificate and the connection would fail. Now OII has additional mapping based on the CRM URL, which OII gets in its subscribe messages.

Miscellaneous

Updating a group with tens of thousands of entries in directory caused unnecessarily high CPU load in Directory Server. Therefore Directory Server has been optimized to use less CPU when a system contains very large directory groups.

When connection between Chain Matcher and Chat Server was lost, not all chat discussions were necessarily cleared properly.

Recovering a high volume of chats caused high CPU usage.

CEM module had a memory leak related to queue dialer based campaign calls.

Contact Center customizer stopped to work when Contact Center application parameter was modified. ID: SCC-8603