Fixed bugs

Communication Panel

Campaign call issues

Timing issue prevented agent from joining a queue in a campaign run by the Campaign dialer.

Other call issues

It was possible to initiate more than one consultation call using either the Communication Panel Control (CPC) API or the Search queues and agents field.

Chat issues

Occasionally, Communication Panel showed the "[Agent] joined the chat" message twice.

Sinch Contact Pro was missing a way to handle C0 control characters preventing, for example, from showing attached data in CP when such a character was present in customer metadata. ID: SCC-19977

When a chat was waiting for a preferred agent who was Not ready, the customer's name wasn't shown.

The required agent information was missing from the offering screen and Picklist when only one required agent was configured in the SC setting Max. number of required agents and the previous chat with the customer contained no agent messages.

Sometimes playing video and audio sent in a chat conversation wasn't possible because the controls were disabled. ID: SCC-19864

When an active chat containing a video was opened from the History view, the video was unnecessarily interrupted during CP data updates. ID: SCC-19864

The chat discussion ended falsely at the time it was accepted if the chat had already been removed from the offering (timing issue). ID: SCC-19790

When a mobile phone number without the plus sign (+) and country code was pasted into the number field of an outgoing chat message, CP interpreted the first digits as country code and split the pasted mobile phone number. ID: SCC-20210

User wasn't offered a new chat when the currently offered chat ended (by the customer) and another chat was waiting in the queue.

Email issues

When an image was inserted or pasted into the email body, it couldn’t be resized. ID: SCC-20381

Email editor removed spaces and incorrectly positioned the cursor when pasting formatted content. ID: SCC-19767

When a table was pasted to the email body, any custom column widths made where lost. Custom scaling is now maintained and can be adjusted in the editor. ID: SCC-20445

Pasting HTML content multiple times into the email body caused CP to lose the cursor position. IDs: SCC-19278, SCC-19369

Embedded images were not always shown correctly in CP. ID: SCC-20041

Video assistance

The Video assistance extension opened blank if the agent moved to another view after sending an invitation and returned after the customer had started sharing video.

The Video assistance extension's From field didn't show the previously used queue by default. The default is now the queue previously used in the Create SMS message function.

Video assistance required an unnecessary camera permission from the agent.

The Video assistance extension didn't show the title defined for it in System Configurator.

If the phone call was changed to a conference call, transferred, or joined with a consulted agent, the video assistance session stayed open on the customer's device although it was ended in Communication Panel.

Other issues

Occasionally, Conversation history and Conversation details extensions showed incorrect data. ID: SCC-19897, SCC-20069

Accepting or picking a chat where the picking agent was set as the preferred agent failed if a call, chat or email was waiting to be accepted/picked by the agent.

If the agent was already viewing the same conversation that was also offered to them, the conversation might end up showing twice and incorrectly.

An agent guidance request didn't notify the supervisor with a ringtone.

Dashboard

The Filters dropdown didn't share the same method for closing it. It now closes by clicking in a space outside of the dropdown.

Dashboard’s search functionality for Body text, Internal notes text, and Subject filters has been improved. Searches enclosed in double quotes now return exact matches, while searches without quotes perform an AND-based query.

RESTful Interfaces (RI)

The CMI/contacts request with type=CallIn didn’t return all conversations that were active or handled within a day. ID: SCC-20207

The CMI/contacts request with the search parameter occasionally failed to use indexes, which increased the load on the Reporting database. Now the behavior of the search parameter in GET /RI/cmi/contacts is optimized when the parameter value doesn’t contain wildcards * or ?.

Integrations

EDI attached data wasn’t available via CMI/contactData before the chat was allocated to the agent.

Miscellaneous

SMS Server logging is improved to inform if received Conversation API event is not supported in Sinch Contact Pro. SMS Server prints for example: Received message conversation_stop_notification from Sinch Conversation API, not supported