Miscellaneous Improvements

This section lists changes to the existing functions and features.

Sinch Conversation API

Location information in messages is now supported. If customers have shared their location, it is displayed in Communication Panel in the following format:

{"title":"","label":"","coordinates":{"latitude":"63.809334","longitude":"26.477072"}}

.

OII Variable

The variable Convert Incoming E-Mails for SAP CRM integration is again available in Infrastructure Administrator. The option is disabled by default.

Installation and Upgrade Improvements

Installing and upgrading ECF Web Server has been made faster.

Installing or upgrading Tomcat packages (ECF Web Server, Restful Interfaces, Universal Queues, Connection Web Server) didn't allow an empty password. Now leaving the password empty is possible and retains the old password.

New Product Name

Sinch Contact Center is nowSinch Contact Pro. The new name is in use but in some areas the former name may still be seen as the updating process is ongoing.

Reporting Improvements

Fields ChatContent, ScriptResultContent, InternalRemarkContent and CADContent have been added in compact JSON format to conversation statistics in the reporting database. ID: CC365FR-109/SCC-134, CC365FR-96/SCC-122

The new fields have also been added to BusinessObjects, along with a new Volume report, Volume 7 - Contact log with content. The report is otherwise the same as Volume 7 - Contact log but also contains the new fields. Read more about the report in the Monitoring and Reporting document.

Conversation API Errors

The webhook trigger MESSAGE_DELIVERY in Conversation API is now supported. Enabling the feature in Conversation API sends error reports to Communication Panel if message sending fails, for example due to:

  • Incorrect configuration
  • Missing opt-in
  • Temporary failure

New Registry Parameter

A configurable registry parameter has been added to adjust OPUS recording quality. For more information, contact support.

OII Improvements

  • When modified rows are read from ActivityOpenList and the limit of 100 action items is reached, the next batch is read immediately instead of waiting 5 seconds.
  • The default delay of 5 seconds has been changed to 2 seconds when polling ActivityOpenList.
  • Empty values are not saved in the ActivityAdditionalInfo table when a new action item is routed:
    • RoutingAttributes
    • CAD

ID: 364466 (2021)

Consent Information in QMS

Quality Monitoring Server (QMS) now supports recorded consent information. The values are:
  • 0 consent not given
  • 1 consent given
  • 2 consent unknown

Security Improvements

Tomcat version has been updated from 8.5.61 to 8.5.72.