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

Campaign call issues

A campaign having several identical call results (for example REDIAL) with different IDs may have ended with the wrong one being used for the reschedule if the user first selected a call result, specified a time but then decided to change the scheduled a second time. ID: SCC-18977

Other call issues

In some rare cases, if one participant left a conference, this could result in the call continuing with no audio. ID: SCC-19309

Improvements have been made to the CP call handling with the Jabra Engage 75 (Dock/USB2).

Additional CP support added for a custom conference extension.

Calls were rejected if a user had one CP session with a phone capability and one without it.

Due to timing issues the audio failed to connect when a supervisor tried to monitor an agent’s call either through agent guidance or silent listening ID: SCC-18903

Chat issues

PDF printing or saving a conversation from Sinch Chat failed. ID: SCC-19297

CP accidentally showed the previous chat content instead of a current chat conversation content if the chat was transferred. ID: SCC-19325

Delivery status notifications were not working if the UseSecureLogging registry setting was 1 for SMS Server. ID: SCC-19248

A chat welcome prompt with no prompt text content caused incoming chats to never enter the queue. ID: SCC-19101

In Sinch Chat, if the agent had closed the conversation before the customer, and the customer later clicked Close, an empty chat session was automatically opened on the agent’s side.

Directory search in outgoing WhatsApp chats failed:

  • The search never completed and the view remained in a busy state until CP was reloaded.

  • History contact information appeared, but their context‑menu options didn’t open when the options link was clicked.

    ID: SCC-19639

Email issues

CP moved the cursor from the email body text area to the To field when a new conversation was offered to the agent. ID: SCC-19206

An empty script extension was displayed when an email conversation was picked from Picklist and the related script was set to open when the conversation was answered.

When an email containing a clickable button with tables was received in CP, the button was shown as plain text. ID: SCC-18859

CP didn't specify list item types in bullet or numbered lists within emails, which could cause recipients to see the lists rendered incorrectly or appear broken.

The email editor did not insert a space between words in certain circumstances, for example when the text contained formatting such as underline or bold. IDs: SCC-19504, SCC-19767

Other issues

Searching the directory was slow if there were many directory groups in the system. This has been fixed by improving RESTful Interface's database caching. ID: SCC-19017

Communication Panel's Picklist and Dashboard showed some handled conversations as unhandled. These conversations were found in the monitoring database. Now they are cleaned from the database daily. ID: SCC-11181, SCC-16581, SCC-15296

There were slowness and failing searches in Dashboard and Communication Panel because Contact Management Interface's (CMI) contact search was slow for active calls (In process, In queue, Pending, Wrap-up) in a predictive campaign. ID: SCC-19228

The following CP issues have been fixed:

  • For predictive campaign calls, CP used the incorrect number when doing a customer history search.

  • CP failed to prevent duplicate search filter items in customer history search.

IDs: SCC-19090, SCC-19228

CP has been improved to show attached data from EDI correctly.

Revision to the method used to load ringtone audio files before being accessible to the audio player. ID: SCC-16542

CP misinterpreted international dialing codes from national formatted numbers when pasted into the SMS phone number field.

System Configurator (SC)

If the voicemail setting Compression was left empty, the value didn't remain unchanged after an upgrade and was automatically changed to GSM. ID: SCC-18989

The default sender address defined in System Configurator wasn't used as the From address in Communication Panel. ID: SCC-18489

A chat welcome prompt with no prompt text content caused incoming chats to never enter the queue. ID: SCC-19101

Opening the Messaging services view took longer when processing a high volume of authentications for messaging services.

Dashboard

Communication Panel's Picklist and Dashboard showed some handled conversations as unhandled. These conversations were found in the monitoring database. Now they are cleaned from the database daily. ID: SCC-11181, SCC-16581, SCC-15296

The Conversations view showed different totals of abandoned conversations and false attempts compared to the Handled today card.

There were slowness and failing searches in Dashboard and Communication Panel because Contact Management Interface's (CMI) contact search was slow for active calls (In process, In queue, Pending, Wrap-up) in a predictive campaign. ID: SCC-19228

The In Queue card incorrectly showed a warning icon when the queue size was configured as zero. Now Dashboard treats 0 and negative numbers as unlimited. ID: SCC-19212

When starting silent monitoring from Dashboard, the embedded CP used in Salesforce or SAP C4C became unusable because Dashboard didn’t check its launch context. ID: SCC-19168

The Campaign data loading limit defined in Dashboard settings incorrectly allowed queries beyond the default 5000.

Customer data in Campaign view’s All customers and My called customers is no longer refreshed automatically.

RESTful Interfaces (RI)

Searching the directory was slow if there were many directory groups in the system. This has been fixed by improving RESTful Interface's database caching. ID: SCC-19017

Contact Pro uses a certificate to encrypt secrets in the database. If a secret was inserted through the RESTful Interfaces, it was encrypted with an incorrect certificate. This caused authentication failures with integrations, such as Conversation API, after certificate renewal.

Script answers with free text weren't updated in the database because RI/cmi/scriptResults didn't log them since they had no answerId. ID: SCC-19103

In a predictive campaign, CMI contact search was slow for active calls (In process, In queue, Pending, Wrap-up). This caused slowness and failing searches in Dashboard and Communication Panel. ID: SCC-19228

In request GET /RI/rmi/contacts, some query parameters didn't work with the limit query parameter. ID: SCC-19185

CMI's contacts search by subject and queueId did not work if the email had been transferred to another queue.

RI requests improved to prevent client error responses. ID: SCC-19657

RI resources such as GET /RI/cmi/chats and GET /RI/cmi/contacts could return invalid XML 1.0 that contained control characters like 0x3, and this couldn’t be parsed by the XML parser in a client application. Now RI cleans up chat messages, chat subject/title, and email subject/body coming from the customer. ID: SCC-19620

Integrations

If conversation attached data (CAD) was added by an event-driven integration (EDI) to an unallocated chat and the chat was recovered after a backend module restart, the CAD was lost due to the Received event not triggering the EDI configuration. ID: SCC-19222

The Salesforce integration had issues in single sign-on (SSO) and fetching ongoing interactions after reload. These have been fixed in the updated Salesforce package: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tJ80000008rpz

The agent couldn't always pick a conversation through a third-party extension using the Communication Panel Third-Party Extension Messaging API if the Picklist contained over 100 conversations. ID: SCC-19519

Microsoft Teams status changed to Available after 5 minutes in a call in Communication Panel. The status is now updated to Teams every 4 minutes. ID: SCC-19375

If a user had an ongoing call in Communication Panel and their Microsoft Teams status was therefore updated to Presenting, Communication Panel incorrectly changed their Sinch Contact Prostatus to Not Ready. ID: SCC-19375

When using embedded Communication Panel with SSO, users couldn't log into the Salesforce integration or use the responsive My Conversations view with a popped out Communication Panel in any CRM integration. To avoid issues with SSO login, we recommend updating to the latest Salesforce integration package from Contact Pro.

Visitor Chat

Occasionally, Visitor Chat didn't show the welcome prompt or incorrectly showed connectivity errors. This happened due to a timing problem. The issues have been fixed, which also improves the startup time, responsiveness, and scaling of the Visitor Chat UI.

Chat intermittently didn't start when the customer clicked the chat button. ID: SCC-19304

Messaging and chat

When the preferred or required agent setting was enabled or requested by an external provider, the system took a long time to find agent(s) who had previously handled the customer's chat. Now the query has been optimized and the setting Use preferred or required agent has a 180‑day limit, meaning the system only looks back that far when searching for preferred or required agent(s).

Miscellaneous

Communication Panel's Picklist and Dashboard showed some handled conversations as unhandled. These conversations were found in the monitoring database. Now they are cleaned from the database daily. ID: SCC-11181, SCC-16581, SCC-15296

After the SQL Server reset, chats may occasionally fail, or attached data may be missing.

Security‑related logging for credential handling has been improved.

In rare cases, there might have been audio disruptions in phone calls. This happened because filtering of packets coming from a bad source IP address didn't work correctly. Media Routing Server (MRS) detected the bad IP address but didn't reject packets. ID: SCC-19650

When a call arrived to an IVR with DTMF options, in some cases the prompt could go mute if the RTP destination was changed by the caller's system. ID: SCC-19463

Incoming emails written in Chinese weren't always parsed correctly, resulting in garbled email subject and body.