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
Dial tone didn't end after calling a logged-out agent. ID: SCC-14121
Chat issues
The queue full or service closed chat prompt could be delivered to the customer twice when the chat conversation was ended. This happened because either the agent transferred or the system forwarded the chat conversation to the original queue which was either full with no default queue configured or closed by service time schedule. ID: SCC-14714
Email issues
In certain cases, two emails were offered simultaneously to an agent who wasn't the preferred agent for those emails. ID: SCC-14648, SCC-14656, SCC-14642, SCC-14700, SCC-14715
An email picked from a hunt group queue was incorrectly forwarded back to the queue but could not be picked again as it was missing from the picklist. The issue was caused by a time difference between the SQL Server and the Application Server clocks. ID: SCC-14122
An email transferred to an agent was not removed from the agent's pending conversations list when it was forwarded back to the queue after exceeding the acceptance time limit. ID: SCC-14122
Other issues
If a script answer option included an apostrophe ('), the script ignored the next question. ID: SCC-14575
If the Home view was filtered by Grouping with Campaigns and Blended Queues when there was a lot of campaign activity in the system, campaigns/queues disappeared and reappeared. ID: SCC-14378, SCC-14523
In some social channels (for example WhatsApp), if the customer sent text with an image, it was saved as a filename and therefore shown as a link. This may have also caused an issue with receiving the image if the text was very long. ID: SCC-14415
System Configurator
Directory import created duplicate ExternalId entries if the import file contained the same ExternalId on rows close to each other. This caused further imports with the same file to fail even though the duplicates were removed. ID: SCC-14311
RESTful Interfaces
In rci/users resource, previously filter synchronised=* only returned users for whom the synchronised field value was false. This has been fixed so that the filter returns all users and the data includes the synchronised field.
Integrations
SAP Service Cloud (C4C)
In SAP Service Cloud (C4C), customer identification did not work for direct calls to agent's extension number. ID: SCC-14074
Microsoft Teams
Teams status may not have been in sync for short periods. This happened because the status didn't update correctly due to PSI using an updated ClientState value although Teams still sent the old value. ID: SCC-14025
Online Integration Interface (OII) / SAP CRM
If Infrastructure Administrator setting was set to 1, the customer's phone number was not shown in SAP CRM when previewing a campaign call. ID: SCC-14672
Campaign call wrap-up ended automatically if Infrastructure Administrator setting was set to zero. ID: SCC-14672
Event-Driven Integration Framework
In certain cases, the Abandoned event did not trigger an integration for a chat conversation when the conversation was routed to a queue that was closed by service time schedule.
Reporting and Monitoring
The milliseconds in the reporting events were not rounded correctly, which could lead to incorrect order of the reporting events, for example, in Dashboard.
A subtype for internal action item was missing from reporting.
Transfer time wasn't reported for a warm transfer and wasn't shown in real-time statistics (monitoring data).
Reporting was using the wrong subtype for campaign calls. Now it uses the same subtype as monitoring.
Miscellaneous
In some systems, prompts didn't play for some time after system startup. This happened because MRS was slow to start if MRS RTP configuration had overlapping RTP port areas for prompts and recordings. ID: SCC-12683
Sending a chat ended
prompt failed if there were over 500 chat queues in the
system.
In a complex call scenario where Quality Monitoring Server (QMS) and Simultaneous Ring Mode (SRM) are in use, hub processing failed in Media Routing Server (MRS) and caused missing RTP streams. ID: SCC-13374
Temporary files created during the processing of incoming email messages could eventually fill up the disk partition of the temporary directory. This was caused by ill-formed or otherwise unparseable messages being fetched from the email server repeatedly, and temporary files being created but not deleted each time. Now the system moves this kind of messages to the Unhandled subfolder on the email server and deletes unnecessary temporary files.