Patch corrections

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

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).

If the default Sinch theme was used in Communication Panel, configured words weren't highlighted in the agent's chat input box.

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

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

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 Conversations and Agents views or Communication Panel's History. ID: SCC-16132, SCC-16147

Occasionally, a call with both user and queue recoding active caused all calls to get disconnected when the call was transferred. ID: SCC-16502

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

Added support for integration scenarios where an agent's active email channel conversation is transferred to a queue or to another agent by using RESTful Task Management Interface (RTI) or Task Management Interface (TMI). ID: SCC-15584

In RTI, you can do this in the following way in JSON format:

1. Use GET /tasks/:id to fetch conversation data.

2. Copy the complete response body JSON and modify the item object as follows:

   • Set the value of the status field as "Forwarded".

   • If you want to transfer the conversation to a queue:

     • Remove the responsible field.

     • If you want to transfer the conversation to another queue:

       • Remove the queueName field.

       • Set the value of the queue field as the GUID of the transfer destination queue (uppercase, without hyphens).

   • If you want to transfer the conversation to another agent, set the value of the responsible field as the GUID of the transfer destination agent (uppercase, without hyphens).

3. To trigger the transfer, use the modified response body JSON as the request body for PUT /tasks/:id.

Example response from GET /tasks/:id:

{
    "item": {
        "id": "6246D608D119F011AD2B02CA80B25B4B",
        "type": "EMAIL",
        "queue": "D4448A0ECFA9482987B905B3DCE7807B",
        "queueName": "dev.team4-1",
        "responsible": "26364A4DFA9F413AA5A5F99F96F38B8E",
        "status": "Open",
        "rowVersion": "0000000001C8F826"
    },
    ... (rest of the data) ...
}

Edited to transfer to another queue with PUT /tasks/:id:

{
    "item": {
        "id": "6246D608D119F011AD2B02CA80B25B4B",
        "type": "EMAIL",
        "queue": "C2137B0ABCA9483166B815B3EBA1239A",
        "status": "Forwarded",
        "rowVersion": "0000000001C8F826"
    },
    ... (rest of the data) ...
}