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
When a call was made to a user's direct number and the user's presence profile had call forwarding to a queue configured, the call was only displayed as a direct call in monitoring and reporting. Additionally, if the queue's serving mode was Hunt Group, the call did not appear in Picklist and no popup with call information was shown. ID: SCC-16482
Occasionally, a call with both user and queue recoding active caused all calls to get disconnected when the call was transferred. ID: SCC-16502
If a customer had several phone numbers and one was set as the default, CP ignored the default and called the Phone1 number instead. Now the default number is automatically selected and used in preview and progressive mode campaigns. ID: SCC-15877
When a user made an outgoing call, two separate calls were created to the same number, each with its own call ID, and both were marked as abandoned. Now, calling the same number within a short interval (less than 1000 ms) is prevented ID: SCC-15913
An incorrect call count was displayed in the My Statistics view when an agent handled campaign calls made by a queue or campaign dialer in predictive mode. ID: SCC-5133
If a campaign using campaign dialer had a call schedule for campaign configured, the system didn't remove free agents that were logged into the campaign when it was closed according to the schedule. This meant that these agents remained as ghost agents when the campaign opened again, causing the number of free agents to be higher than the number of logged in agents. ID: SCC-15938, SCC-15988
Campaign dialer didn't make predictive calls if there was only one free agent and there was already a scheduled preview call that had another required agent. ID: SCC-16656
Chat issues
If the default Sinch theme was used in Communication Panel, configured words weren't highlighted in the agent's chat input box.
When a user viewed ongoing chat message in the History view, the messages sometimes appeared in the wrong order. This happened because the History view refreshes the latest chat messages every 15 seconds while the status is In Process, causing new messages to be merged incorrectly with the existing ones. Now new messages in an ongoing chat are added to the end of the message list, while messages from the previous chats are added to the beginning. ID: SCC-16132
Attached data for abandoned chats was not available in the Conversation details view. ID: SCC-16291
Pasting embedded images to the chat input field is now prevented.
The Send message button didn't work for outgoing conversational chats opened from the History view.
CP's check for customer opt-in to WhatsApp conversations was too broad. It now only checks conversations from the past 24 hours.
If a customer already had an ongoing conversational messaging chat with one agent, and
another agent in the same queue tried to start a new chat with the same customer, CP didn't
notify the second agent about the existing conversation. Instead, the chat attempt failed.
Dashboard showed the new conversation as abandoned and reason number
busy
.
Email issues
If a user saved an email and quickly logged out of CP, a notification about setting the email as pending was incorrectly displayed on the login screen after logout.
Clicking an email link in the Email chain didn't open the email. ID: SCC-16561
Embedded images in emails sent from Contact Pro didn't show correctly in the new version of Outlook.
Triple-click to select the full text was not supported in non-editable email address fields.
Picking an other agent's pending email channel conversation failed with an error if the internal notes of the conversation had been modified while the conversation was in Pending status. ID: SCC-15410
Other issues
Modifying user group members could cause timeouts when loading data using RESTful interfaces. This meant that agents and conversations didn't show correctly in Communication Panel's History. ID: SCC-16132, SCC-16147
If a user searched for a reply template by pressing the spacebar followed by Enter, CP returned duplicate entries. ID: SCC-4353
If the reason for listening to a call recording exceeded 128 characters, playback wasn't possible. CP now displays the remaining character count as the user types the reason. ID: SCC-16314
Multiselect in the Picklist allowed agents to pick conversations that were not currently available for picking.
When an agent transferred a conversation, closed the wrap-up, and the same conversation was returned to the same agent, the previously stored wrap-up time setting was used. As a result, the wrap-up was not automatically closed. ID: SCC-16675
When a presence profile with a duration was activated for an agent, the system didn't always revert to the previous profile automatically when the end time of the activated profile was reached. ID: SCC-16660
Communication Panel didn't filter HTML content from reply templates. It now filters the content, and only plain text is sent.
Dashboard
Modifying user group members could cause timeouts when loading data using RESTful interfaces. This meant that agents and conversations didn't show correctly in Dashboard's Agents and Conversations views. ID: SCC-16132, SCC-16147
After a system update, it was possible that a user's defined cards in the Home view disappeared. A sequence such as a failed authentication along with the user changing tabs, logging out, and then logged back in may have resulted in such a situation.
When an agent ended an ongoing call by joining it with a consultation call, Dashboard incorrectly showed the agent remaining as busy although the agent was free after the call join. ID: SCC-15892
System Configurator
In some cases, if the user changed the log level () to Tracing Information Messages (trace) or Debug Messages (debug), the change reverted back to Informational Messages (info) in a minute.
When adding a callout element to an IVR, the Expect Result Data checkbox showed up selected (true) by default even though the default behavior actually follows a false value. Now the checkbox shows up not selected by default.
RESTful Interfaces
Modifying user group members could cause timeouts when loading data using RESTful interfaces. This meant that agents and conversations didn't show correctly in Dashboard's Agents and Conversations views or Communication Panel's History. ID: SCC-16132, SCC-16147
RI/rai/userStatus returned wrong status values for a logged out agent. ID: SCC-16891
Integrations
When the user logged out of an integrated CRM, the popped-out Communication Panel didn't automatically log the user out and close. Now CP logs out and closes 10 seconds after the CRM logout. ID: SCC-16580
SAP Service Cloud (C4C)
When an incoming conversation contained attached data in JSON format, CP didn't send a notification message about the customer details to C4C.
In embedded mode, CP sometimes displayed a blank conversation screen with no Accept button during incoming calls.
Data sent by Viber Business and Viber Bot to C4C was incorrect: Viber Business messages are identified with mobile phone numbers but the data to C4C was given as email. Viber Bot messages are identified with user's Viber ID and converted into email but the data to C4C was given as ANI (Automatic Number Identification).
The scroll bar was missing making it impossible to define all search fields in the Detailed search. ID: SCC-14614
Miscellaneous
If the EndConversation event triggered by Sinch Chat—when the customer ended the chat—contained metadata, the chat discussion wasn't closed.
If a messaging service or authentication was modified or deleted either in System Configurator or via an external API during user's message sending, it was possible that delivery of the message occasionally failed. IDs: SCC-16456, SCC-16489
Timing problem when deleting several users caused slowness and failures in user interfaces until RI was restarted. ID: SCC-16504
Reporting events were missing for the conversations that were created while the databases were switched to another instance in a database cluster.