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 system's fallback functionality forwarded a conversation to the original queue instead of the previous queue or agent. (Fallback functionality = When a transferred conversation is not accepted, the system automatically forwards it to the previous agent or queue.) ID: SCC-14714, SCC-13714

Recording of predictive campaign calls used queue recording and consent settings of the related incoming queue instead of campaign level recording settings. This caused various issues and need for additional configurations. For your existing predictive campaign recording to work as desired, check the following settings:

  • Select Record Campaign Calls on the campaign instead of Record Queue Calls on the queue.

  • In Access Rights, give users the Listen to Recording right for the campaign instead of the queue.

  • For consent, you can now set the campaign queue's setting (Contact Management > Recording > Recording Behavior with Consents) to empty instead of Ignore Consents, as predictive campaigns work the same way as other types of campaigns. This means consent is not checked.

ID: SCC-15437

Call Trace Record (CTR) JSON files were not generated for forced user recordings which were created for agents in context of outbound campaign calls made using either preview of progressive dialing mode.

If both campaign recording and forced user recording were in use, user recordings didn't create a CTR file. ID: SCC-15658

Transferring a call through the Directory's Number field didn't work. ID: SCC-15668, SCC-15717

The Consultation call from x text remains visible in the consulted agent's call view when the caller agent has joined a customer call with the consultation call. ID: SCC-15794

Email issues

Occasionally, when a user was creating a new email or replying to an email with a default reply template, the email body shown in the editor remained empty. ID: SCC-14891, SCC-15116

It was possible to send an email several times by clicking the Send button quickly. ID: SCC-14775

Connection issues

A closed WebSocket may not have aways been registered as "closed" resulting in connection problems. ID: SCC-15660

Other issues

History view's total duration for a conversation did not include wrap-up. This was fixed to align with Dashboard. In addition, rounding of seconds has been unified across various other CP statistics. ID: SCC-15189

Changes users made to existing fields in directory entries were not updated correctly. ID: SCC-15677

Texts on the offering screen were poorly readable when using the Quartz dark theme. ID: SCC-15536

Dashboard

Dashboard's Agents view may have loaded slowly and given an error. This was due to the availability backend resource being unavailable.

Integrations

SAP Service Cloud (C4C)

When using CP in embedded mode, an agent could not close ongoing chats after declining a transferred chat several times. ID: SCC-12961

Microsoft Teams

Microsoft Teams integration couldn't always update user status correctly from Contact Pro to Teams because it tried to update the status of all Teams users. Now it only updates the status of users who have been configured for the integration in System Configurator. ID: SCC-15250

Online Integration Interface (OII) / SAP CRM

If the user changed their profile quickly and repeatedly between an absence profile and Not ready status, the last change may have been reverted to the previous in Communication Panel and SAP CRM. ID: SCC-14335

If Sinch Contact Pro is integrated with SAP CRM using the SAPphone interface, when an agent answers a call in Communication Panel and the call gets disconnected, Communication Panel goes to wrap-up but OII ends wrap-up immediately. Now OII doesn’t end wrap-up if the user is not subscribed to ICI interface. ID: 125884 (2025)

Event-Driven Integration Framework

If an otherwise complete configuration contained an authentication with an empty secret value, it could cause the CEM process to be terminated during CEM module start-up due to an exception which was not properly handled.

If an incoming email was moved to another queue by user transfer in Communication Panel or by queue overflow, the event driven integration (EDI) framework could not resolve the current queue. ID: SCC-15241

Reporting and Monitoring

Reporting collected duplicate events in case of chat recovery.

Miscellaneous

Performance has been improved when Agent Server constructs user data, such as queue assignment list and user's UI settings.

When detailed debugging wasn't enabled, the chat recovery event wasn't shown.

Data wasn't anonymized/deleted although retention time for the queue was defined and was less than the system-level retention times. ID: SCC-14294

Campaign call result was missing from recording metadata (CTR file) if the call was recorded and the recording was moved to S3 before the call was classified.