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
Somewhere between Firefox versions 117.0.1 and 118.0.1 Communication Panel failed to resolve the default audio devices, which caused the Accept button to be disabled when a call was offered.
It was possible for incoming calls that were initially handled by an IVR to be put immediately on hold as soon as the call got connected.
Chat issues
The Previous Conversations list of a chat was incorrectly displaying all conversations of a customer from all queues. The filter is now optimized to search only the customer's conversations from the queue in question.
Email issues
Conversation Attached Data (CAD) added to an active email conversation (including an XRI task) and stored as a JSON string may have failed to be shown in Communication Panel.
When a user switched from the email editing view to another view for a period of time and then returned, the email editor was blank. Opening a PDF of the edited email showed the edited text was not lost. Also saving the blank email to the Pending state and reopening it showed the missing edit. ID: SCC-9730
Communication Panel could end up in a state where the agent could no longer accept or reject an incoming email they had been viewing.
Emails may have been offered in the wrong order due to Communication Event Manager (CEM) using an incorrect priority for forwarded/transferred emails in some scenarios.
Rarely, when trying to create a new outbound email, the email body section of the view was shown as blank and not editable.
Connection issues
Communication Panel wasn't always persistent enough when attempting to recover from a network outage. The sequence of events ended being stuck with the user seeing the message "Awaiting softphone registration". Communication Panel can now recover better from short network breaks or glitches if switching between networks.
Other issues
If an illegal character had been imported into the Configuration database, Communication Panel showed different kinds of error messages when loading conversation history data (for example, "500 internal server error"). Also reports weren't available. This has been fixed so that the default value will be used instead of an illegal character. ID: SCC-10177, SCC-10178
During an agent guidance session, the current supervisor's state (such as Listening) was not properly shown to the supervised agent. Additionally, the Allow Call Monitoring selection was only vaguely visible to the supervised agent due to the font color being too light.
Communication Panel ignored detailed search criteria saved in Picklist or History when the user reopened the detailed search. For example, the Email ID field remained disabled when the conversation type was email. ID: SCC-10188
Using conversation type as a detailed search criteria may not have returned all conversations. ID: SCC-9764
Communication Panel now supports the TO field for action items which were created by SAP CRM.
Dashboard
Occasionally, campaign statistics weren't displayed. ID: SCC-10856
It was possible for Campaign Details view to open with a blank screen.
My Statistics tab may not have shown statistics when a campaign started from a Passive status.
If the imported disruption set had its Description field set as null and the long name was used to show the data (), the Disruption Management view ended in an error. ID: SCC-10347
On the Campaigns view's Agent Statistics or My Statistics tab, if the user only entered a start date and no end date, the search didn't return any campaigns and the Totals row showed zero. The log of the restful interface showed errors. Now the search returns the toast message "End Date" and shows the Date Range field with red borders, indicating that an end date is required.
In the Agents view, the column header for Location was incorrectly named as Emergency Location. ID: SCC-10400
System Configurator
Personal data retention with queue-specific values didn't work when channel-level values
were earlier than the date defined in Automatic Data Removal Start
Date
.
RESTful Interfaces
If the parameter forwardEnabled was not set in the PUT/RI/rci/queues request when setting a forwarding number, the call forwarding was turned off. This has been fixed and now forwardEnabled ignores the null value.
Integrations
Task Management Interface (TMI) gave an error message when trying to modify or delete a task that included attachments which didn't have a file extension. Now TMI skips these attachments when reading the email from the database, as a file extension is required. ID: SCC-9962
When the system included an SAP CRM integration, an outgoing call had no wrap-up time if it was not made from the SAP CRM. ID: SCC-10220
Conference calls could not be started from SAP CRM. ID: SCC-9604
When using Communication Panel with SAP CRM integration, if an agent changed status to Not Ready during wrap-up, the wrap-up ended. ID: SCC-9726
In an SAP CRM, reconnecting a customer call didn't work if a consultation call had already been disconnected. ID: 885126 (2023)
Sometimes Microsoft Teams integration didn't work because it failed to subscribe to some users. ID: SCC-10514
Presence synchronization via Presence Synchronization Interface (PSI) was interrupted due to a PSI internal error. ID: SCC-10694
Communication Panel Third-Party Extension Messaging API couldn't send dual tone multi-frequency (DTMF) tones. ID: SCC-10714
Automatically opened pop-out Communication Panel did not close if Salesforce settings didn't allow popouts.
After support for social channels was added for SAP Service Cloud (C4C) V2, Sinch Chat no longer worked in V1. This has been fixed so that Sinch Chat works in both SAP Service Cloud (C4C) versions. ID: SCC-10551
Deleting a campaign customer in CRM could reach Sinch Contact Pro with a delay, causing the customer to still be called. ID: 222383 (2023)
Queue calls weren't allocated when using the responsive My Conversations view and Communication Panel popout from an embedded scenario.
Visitor Chat
A web chat was kept active by system messages that were generated because of a visitor browser activity. ID: SCC-9385
Chat Configurator couldn't upload a JSON chat configuration file when the user authenticated with single sign-on (SSO). Now JSON configuration files can also be shared across Sinch Contact Pro environments.
Visitor Chat's email validation in the login screen didn't work. ID: SCC-10820
Reporting and Monitoring
Reporting database data collection failed showing the error String or binary data would
be truncated
if a call was anonymized before it was handled by
reporting.
Outgoing contacts (CallOut) that were false attempts (FalseAttempt) were reported as Handled although the correct value was FalseAttempt. ID: SCC-9894
Recording information of the first call was not visible if long recording had started and the call was transferred and the first call had been reported before the recording had ended.
A callback was missing from reporting if the callback script was saved several minutes before the call ended and there were many ongoing conversations. ID: 1038105 (2023)
Miscellaneous
If a customer tried to start a Viber conversation through the Launchpad link on mobile, the Viber app opened but said "The requested page is unavailable." Now Viber opens correctly. ID: SCC-10075
In the Operative Database clean-up process for the daily process, a wrong data clean-up end time may have been logged leading to a wrong data clean-up start time for the next day.
Copying users in System Configurator didn't work on macOS devices.
When service was closed, Conversation API failed to deliver a prompt to the customer. ID: SCC-10841, SCC-6138
Chat creation was processed slowly in Chat Server due to a non-optimized database check if there was a preferred/required agent for the chat. ID: SCC-10441