Corrected Defects

Communication Panel

In a situation when agent had multiple active chats open when agents sent a message in one of the open chats, then also the text in other chats were sent if there was text in the chat input control.

When using ContentType as filter when searching reply templates for emails, all results were not returned. Incident ID 200327157

Having CDT and Communication Panel open at the same time is no longer supported. If you have CDT open and you open Communication Panel, CDT closes, and vice versa.

Agents were able to close interaction without answering mandatory questions in scripts. Now Communication Panel shows a notification informing the agent that mandatory questions have not been asnwered. Incident ID: 200308007

System temp folder was filling up due to email parsing error. Now this is fixed, email's eml is deteled from temp directory .

Accepting a chat occasionally failed when the chat was allocated to the same agent who transferred it to the queue.

Switching the theme of Communication Panel to either High Contrast Black or High Contrast White was not working correctly. This has been fixed.

Chat history view has been fixed to show timestamps and Previous Conversation instead of Current Conversation. Additionally, some minor style changes to chat were made.

After accepting an email agents see a read-only version of incoming email. This email viewer did not wrap the email text. This has been fixed and now text is wrapped.

Communication Panel showed double file extension for png-file attachments and gave corrupted file error when opening the file.

At times the focus of a selected field or button in the extension area was lost.

When Communication Panel was used as an embedded application, the setting that defines the allowed hosts in Infrastructure Administrator (IA) was not taken into use.

Outgoing calls were recorded although recording was disabled by the agent.

Reply templates for chat are now available when chats are transferred to another agent.

Agents were being offered a new email interaction while the agents still had another email interaction open in the wrap-up state. This has been changed so that new email interactions are not offered until agent has completed wrap-up.

When having wrap-up countdown for call interaction, the interaction was not always automatically handled when time become zero.

A user was not able to end a call that had been dialled to a non-existing number.

Wrap-up events are missing from a pending email.

The login screen was not loaded from the server.

Communication Panel showed also the voicemail number for a callback queue.

If an agent had several email interactions simultaneously, and some of these emails did not have a draft open, sometimes uploading new attachment failed.

In picklist and interaction history views, agents were unable to select desired queues in detailed search. A model set was changed from maximum 100 items to maximum 999 items.

Communication Panel user interface issue corrected where users were not able to join all the queues in which they had rights.

URLs sent by an agent in SMS chat were displayed to the customer as HTML mark-up in which the URL was shown as a duplicated hyperlink. Messages sent to the customer through conversational messaging channels (SMS, Facebook, WhatsApp, Telegram, Viber, WeChat) are now always sent as plain text. Communication Panel still shows URLs as hyperlinks.

Sort and filter preferences in the views Queue, Picklist, and History were not saved.

If an agent configured and activated/deactivated the external agent functionality in Communication Panel, it did not work if it was not initially set in System Configurator.

An incoming unanswered call for agent could cause the following call to be displayed in Communication Panel with the Accept button grayed out.

The following issues have been fixed in the extension area:

• Reply templates were displayed in the order of their GUID. Now they are in alphabetical order based on the given template name.
• The language code field was limited in size. Now the field is increased to display the language code abbreviation.

Chat input field was occasionally unavailable.

Detailed history searches benefit from performance enhancements.

Occasionally, after an abrupt restart or disconnection of Chat Server, for example due to network loss, it was not possible to start social outbound chat from Communication Panel.

Queue view became inconsistent with agent serving data when populated with over 100 queues. ES-13054

Email attachment icon was displayed although no attachments were actually present in email.

Access to clipboard and certain browser features were not allowed from the third-party extension.

When the details view link to Communication Panel was opened from Supervisor Dashboard and closed in Communication Panel, the URL parameters were not cleared, and new selected details were not displayed.

When an agent sent an SMS message that used the messaging API to a customer, Communication Panel showed the customer's phone number as the sender.

Interactive Reply Templates did not work in Safari or Internet Explorer. ES-12949

Phone queues in a queue group linked to the active presence profile were sometimes deactivated after the user logged in.

When a connection issue occurred in the Visitor Chat client, additional chats appeared in Communication Panel's Picklist.

If Communication Panel's server connection failed, the user was directed to the login screen, if using basic authentication, or to UI launchpad, if using IDP authentication, without trying to reconnect.

Calls answered from a MTD device were disconnected after 60 seconds. ES-55002

The RichTextEditor component used in Communication Panel's chat input view has been updated to an HTML component to fix occasional freezing problems.

System Configurator

When using the SC Web Access, the file upload from SC occasionally failed.

If the Enable Automatic Data Removal option in System Management > Personal Data Retention Times was selected but no retention time was defined, all data was removed. Now nothing is removed if the value for the retention time is empty.

RESTful Interfaces

If a password contained special characters (such as :: ;; //) and Restful Task Management Interface (RTI) sent the basic authentication header to Task Manager Interface (TMI), the authentication failed in TMI.

The user rights issue in Restful Analytics Interface (RAI) has been fixed.

After failed POSTs to roles and groups, the following POSTs got incorrect success responses.

When new database-level access control was used, contact history search in operative database did not work correctly.

Supervisor Dashboard

Table sort indicator in the Queue Status, Agents and Interaction tables disappeared when the user navigated to another view and then back to the sorted table.

Removing selected queues from the Queue Status table failed.

Now sorting in the Agents and Interactions view is given in the URL. If the URL does not contain any sorting, the default sorting is used: agent name in the Agents view and arrival time in the Interactions view. Whenever the sorting is changed, it is updated to the URL.

When a user had changed some column settings of the Agents view, then opened some other view and then went back to the Agents view, the application crashed.

Interaction search has been fixed to show also more recent interactions without changing the search criteria or refreshing the view.

If more than 60 queues were selected, the Supervisor Dashboard bar chart crashed.

When the language in Supervisor Dashboard was changed, the titles of the charts remained in English.

Several improvements were made to queue and queue group selection.

The search filter did not show entered characters, and it used only the last character as a search criteria. Customer Incident: 200325934

In Supervisor Dashboard, the Home, Agents, Interactions, and Settings texts were missing from the left navigation menu when the navigation menu was expanded.

When Supervisor Dashboard was launched, no data was loaded.

ServiceNow Integration

Two interaction tabs opened in an outgoing call, one when the agent started the call and another when the recipient answered. Now only one tab opens when the call is answered.

When Communication Panel embedded in the ServiceNow application loaded for the first time, the microphone was not available. This has been fixed by automatically reloading Communication Panel if ServiceNow integration is in use.

Accept and Reject buttons did not always work when there was an incoming call. ES-12735

SAP Cloud for Customer C4C Integration

An outgoing call (click-to-call) opened multiple live activity tabs in C4C.

Customer name was not shown in C4C notification of incoming email message.

When an agent accepted an incoming email, marked it as pending and later picked it, an error message appeared, and it was not possible to continue processing it.

Incoming emails were identified with incorrect accounts. Now Sinch Contact Center uses the sender's email address as sender name when uploading email data to C4C.

Visitor Chat

Configured service times were not followed, and as a result, the chat was available to customers when the service was closed, or was not available although the service was open. In addition, the cache was updated only at 60-minute intervals.

The chat was not working on a Mac client using the Safari browser. Incident ID: 787680 2020

The chat was not closed in every tab when it ended.

New chat sessions opened from a link received via the Visitor Chat were not handled correctly.

Visitor Chat client sent chat messages regardless of server responses, causing a cross-site scripting (XSS) vulnerability. This was fixed by using server-sanitized content in sent chat messages.

Visitor Chat Client's intermediate JavaScript was not minified. ES-57267

When using chat from iPhone, the Send button was missing from the text input field making it difficult to send chat messages.

Agent alias was wrong when a chat was transferred multiple times via bot gateways.

Miscellaneous

When % character was written in the contact free-text script answer field, then the Data Protection Officer (DPO) tool did not show the contact and it was not possible to create report in DPO tool if the report included this contact. Additionally, the contact was not visible in the Communication Panel interaction detail view. This issue has now been fixed.

EmailSender .Net mail sending now uses TLS 1.2 connection to external SMTP servers.

CEM failed to parse email header address field if address display name or comment contained 8-bit special character without encoding.

URL decoding and UTF-8 encoding of certain special characters in custom IVR expressions did not work correctly. The issue caused data to be displayed incorrectly in Online Monitoring. Incident ID 0020751294 0000627638 2020

In-queue audio prompt was playing back the prompt step instead of estimated waiting time value to customers. Now estimated waiting time value is played back to the caller. Incident ID 0020751294 0000510131 2020

When Virtual Unit level certificate parameters were updated from IA, the changes were written in incorrect registry tree. Due to this the changes were not picked up by most SAP Contact Center application processes. Virtual Units seemed to be configured in IA but the configuration was only applied to some parts of the system and communication between processes did not work correctly. Now this has been corrected.

If there are no calls made for a callback request (CBR), the CBR contact does not have connection time in the monitoring statistics.

It was not possible to sign in to Communication Panel using a certificate which used a comma as a field separator for the common name. Incident ID: 0020751294 0000266888 2020

System temp folder was filling up due to email parsing error. This error has been fixed.

When an assisted transfer call is started by an agent, and consultation call is disconnected at the same time, there is a short time window where CD may crash due to a missing nullptr check when connecting resources for assisted transfer voice streams.

Calls were occasionally muted, especially this happened when consultation calls were joined. The reason could be that using TCP connection instead of UDP could lead to that in systems with large number of cores each new connection created a new dedicated pool with large number of threads, and the SIP Bridge run out of virtual memory. Now a common thread pool is created for SIP TCP connections. Handling of DTMF payloads is improved. SIP bridge now checks incoming DTMF payloads for 8000Hz frequency. SIP bridge also adapts to DTMF payload offered by other SIP party. Earlier it in some cases selected payload with 16000Hz frequency as 8000Hz payload. In some cases it also changed dynamic DTMF payload to 101 when sending re-invites. Incident ID: 0020751295 0000026430 2020

In systems that do not use email receiving (replies to email notifications not Queue emails) receiving can now be disabled by configuring value "none" as email drop directory.

When customers were in a chat queue, agents were not being assigned as queue was assigning first position in the queue for all customers.

The following email-related issues have been fixed:

• Email polling occasionally stopped and CEM restart was required.

• When adding attachments in Communication Panel, sometimes the attachment showed size 0 kB and was not sent to the recipient.

• Communication Panel stopped working when the email body exceeded 100kB.

• Communication Panel froze if an incoming email contained control characters.

• Emails containing Danish characters in non-UTF-8 format were not allocated to agents.

Email Sender did not handle exceptions properly.

When the time format was set to Slovenian in Windows, Online Monitoring was not able to show data. Customer incident: 01200504100000037473 2019

Cookie fix for Visitor Chat Client with latest iOS Safari 13.1.

If an email is not accepted, Reporting uses the MailDeleted and MailHandled events and schedule-based handling duration as waiting duration.

Memory leak has been fixed in Chat Server.

If an agent in an Outbound campaign disconnected a preview call after accepting the call but before the audio stream between the server and agent was established, the Outbound preview call was left hanging on the user interface, and the agent could not handle the call.

Wrap-up events of tasks, action items an XRIs were not correctly set. This blocked the auto-allocation of a next interaction. A2P Trouble Ticket: 200328610

CD used wrong IP/port with internal calls in certain NAT-related voicepath-optimized call cases causing one-way voice for the other participant. Incident ID: 002075129400006367382020

Database installation has been fixed to support the hyphen ( - ) character in database names.

Chat Server crashed with null exception. ES-1380

Visitor Chat application did not open with Internet Explorer.

When consecutive Windows notifications related to Communication Panel interactions were displayed to the user, the link in the notification was invalid and did not open the interaction in Communication Panel.

An issue was fixed in CEM where adding an entry with system-reserved key RecordingConsent into call extra data in a custom IVR while transferring the call and then having the call end up in a queue with call recording consent query enabled caused an infinite queue loop.

The logic of the Position in Queue prompt in Danish was incorrect.

Maximum skills of possibly available agents were calculated when contact was registered, and skills of agent(s) logged in to other CEMs were not always correct in calculation. This led to incorrect skill reduction and skill-based routing. Customer incident: 0000092410

MTD-based calls were sometimes disconnected (with cause code 47) when offered to an agent. Incident ID 00207512940000726621 2020

Voicemail notification calls were mute when the server recording setting was Forced Recording for All Calls. Incident ID 00207512940000228867 2020

If an attachment upload failed, the attachment was not removed from the attachment list.

When attachments in emails were added or opened, the error HTTP Status 400 - Bad Request appeared.

In systems with several SIP trunks with differentiating voice codec support, outbound calls from Communication Panel tried to use G711 even if the trunk did not support it.

An active chat occasionally was closed without any agent action.

Skill-based routing with skill reduction where Use Absolute Waiting Times is Off did not always work correctly, especially in a multi-CEM environment.

Processing AgentReq and AccepTimeout events caused errors that were false alarms to Data Collector log.

Subject field data was not anonymized. The data is displayed on reports generated in the Data Privacy Officer (DPO) Report UI and in Communication Panel Conversation History.

Online Monitoring > Agent View: If multi-chat was not in use, an agent's Logon Status was incorrect if the agent switched from Not Ready to Ready or changed from an absence profile to a presence profile during a call or chat. In addition, time was calculated and displayed incorrectly in the Not Ready column. Incident ID: 6789152020

Data Privacy Officer (DPO) Report UI has been changed to the Sinch brand.

The following defects have been fixed in Reporting Database Server:

• Partial cleanup process was reported incorrectly. Incident ID: 1608 (2021)
• An error occurred related to time dimension data in the Reporting Data Transformation Process job. Incident ID: 877687 (2020)
• Log retention times were not procedure-specific. Incident ID: 1781 (2021)

If IDP authentication was used, the connection closed and the user tied to reload, System Configurator could only be closed by ending the process through Windows Task Manager.

Choosing OAuth Service as an authentication type for outgoing mail server in System Configurator caused issues with Email Sender.

A timing issue occasionally caused prompt playing failure for a call after the call was transferred from an IVR to an external number and that call disconnected. The caller could not hear IVR prompts.

If a call was transferred between two SIP networks and the DTMF payload was something else than 101, payload information was lost and default payload 101 was used instead. Customer incident: 2040631933

If several interactions had been registered into a queue in a single-CEM or multi-CEM environment when no agent was available, some interactions were not always allocated when agents became available.

Time zone related errors were printed to CEM log if there was an email or action item that was several years old in a queue waiting to be allocated.

If multiple integer values were inserted to the database by CEM in a single statement, some of the inserted values could be incorrect.

In configuration import, the last user/row in Configuration.xlsx UserGroup Sheet did not import. Incident ID: 678660 (2020)

Presence IVR did not work if an end date was defined for an absence. Incident ID: 705166 (2020)

When a chat was rerouted in a multi-CEM environment, CEM could falsely assume that the maximum waiting time had elapsed and handle the chat according to the queue's forwarding options so that the chat might have, for example, gotten disconnected. The problem occurred if the server clock of the rerouting CEM was ahead of the receiving CEM.