Fixed bugs

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

Fixed issues 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

The Jabra Engage 75 headset may not have been able to accept a call if the previous ended call was a consultation call. ID: SCC-12158

Other issues

Closed or handled outbound campaign stayed in the Communication Panel UI until the agent restarted CP.

When using single sign-on (SSO), any query parameters defined in the Communication Panel URL were ignored.

The Conversation Details extension's Attached Data section didn't show values that weren't strings, for example numbers.

Dashboard

Several issues in the Home view were fixed:

  • If the user resized a card and moved to another view and back, the new size of the card was lost.

  • Deleting a tab may have caused focus issues after moving to another view and back or an error message when logging back in.

  • If the user resized a card and then edited its settings, the new size was lost.

  • Setting options Chart and Cumulative were disabled for cards that support them.

In the Conversations view, the Waiting Duration column showed an incorrect value if queuing time was 0 seconds. ID: SCC-12859

For a chat conversation, when an agent clicked on Group ID in Conversation Details, Dashboard only showed the first conversation in a chat recovery scenario. This has been fixed so that both the original and the recovered chat conversations are shown. ID: SCC-8506

System Configurator

When trying to copy a reply template, a user could end up with an error message. This happened because the system had created direct rights for reply templates. To fix the issue, direct right creation to reply templates was removed along with the Rights checkbox from the Copy Reply Template popup. Rights for reply templates follow rights for the reply template folder. ID: SCC-11946

Yearly calendar days and date ranges in a calendar were shown in a random order. ID: SCC-12279

RESTful Interfaces

Restful Monitoring Interface (RMI) deemed conversations incorrectly as Handled, not Handled_AOT. This happened because answeredOnTimeThreshold value in the database was seconds but GET /RI/rmi/contacts resource returned it as milliseconds. Now RI returns the value as seconds. ID: SCC-12811

In requests GET /RI/rmi/contacts and GET /RI/cmi/contacts, queuingDuration was not 0 if there was no arrivalQueueTime value. ID: SCC-12859

Integrations

Silent monitoring created an activity in SAP Service Cloud (C4C). ID: SCC-12115

Chat transcript in SAP Service Cloud (C4C) did not show timestamps in the conversation. ID: SCC-12997

When using a popped-out Communication Panel, the call progress tone didn't stop if the customer didn't pick up. ID: SCC-11960, SCC-12256

Online Integration Interface (OII)

System messages were not shown in CRM conversation transcript. The logic for generating participant IDs for system messages has been changed in OII. The participant ID has been changed to "system@". ID: SCC-10945

Occasionally, OII sent an absence profile instead of a presence profile when the user changed their status from Not Ready to Ready in the CRM. ID: SCC-13045

To prevent issues with integration interfaces, invalid UTF character codes are now filtered out from workspace XML.

SAP CRM

An action item may not have always been deleted (Status=Deleted) in a timely manner when requested by CRM. ID: 281012 (2024)

Event-Driven Integration Framework

If the condition was defined incorrectly in request configuration, condition was evaluated to true.

Visitor Chat

Creating a new web chat may not have been possible if a previous web chat was ended by closing a browser or tab.

Reporting and Monitoring

Agent statistics were missing chat duration if an outgoing chat had started during the previous data collection period.

Miscellaneous

Failing database transaction could block interaction handling in the system and required a system (CEM) reset to recover.

Social, mobile originated chats sent while Chat Server was inactive resulted in ghost chats, and the chat never reached an agent.

System failed to offer a chat to any agent if the chat address contained exactly 32 characters from GUID character set: 0123456789ABCDEFabcdef (causing chat address being interpreted and handled as a GUID).

Sending new messages via Wavy WhatsApp failed. IDs: SCC-12788, SCC-12791

If Chat Server receives bad address from CEM, the chat is disconnected to ensure that no ghost chats are left in the system. ID: SCC-13151

Chat recovery feature has been improved to manage unexpected situations better such as longer database outages.

Fetching emails via OAuth method caused high CEM CPU usage.

The recording file transfer to storage failed, which meant that the recording wasn't available. The transfer procedure is now improved to ensure smooth transfer. ID: SCC-12912

Occasionally, chats were not recovered due to timing issues when the system was restarted after maintenance (for example after version upgrade).