Corrected Defects

Communication Panel

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

Communication Panel did not play any call progress tone when a user made an internal call.

An incorrect status (Call Active) was shown in the Conversations view when an agent called to another agent who was logged out/not available and the call was disconnected.

When a call was being offered and the caller disconnected before the agent answered, the ringing tone would not stop playing until Communication Panel was reloaded.

Communication Panel users with Jabra headset could only answer one incoming call successfully. Subsequent calls were automatically disconnected. ES-57640

If an agent accepted an Outbound campaign call and the customer hung up, the conversation remained on the screen after the agent filled in the script and selected Redial and Close.

If there were finished calls in the Conversations list and the agent did a redial, DTMF did not work. The same happened with a new call from the dialpad. ID: SCC-699

If an agent in an ongoing consultation call pressed the Hold/Resume button several times quickly, Communication Panel sent several identical commands to AgentServer, which caused AgentServer to send several commands to SIP Bridge. SIP Bridge did not work correctly in this case, and the voice session ended up with IP address 0.0.0.0 for one participant. This led to one-way voice in the call. ID: SCC-147

If an agent lost phone connectivity temporarily while being offered a call, the call wasn't re-allocated to the same agent when phone connectivity was restored. ID: SCC-756

Resuming a call that was put on hold stopped call recording instead of pausing it. ID: SCC-890

If an agent had two calls (customer and consultation) and started conference, the consultation call remained in the navigation list.

When conference was started, the duration value (seconds) was blinking.

When the Simultaneous Ring Mode setting was enabled, outgoing calls in headphones were muted. SCC-799

When Communication Panel received an email in plain text, line breaks were missing because it was handled as HTML.

It was not possible to send encrypted emails from Communication Panel. The email validation routine has now been changed to accept also addresses ending with .s.

Incoming email's subject was not displayed correctly if it contained unencoded special UTF-8 characters such as Üü.

Dragging and dropping an image to an email did not create an attachment. ES-57723

Adding an attachment to an email message failed sometimes. In this case, the message attachment was shown in black instead of a blue link.

An agent was not able to transfer an email in edit mode to another agent.

When an agent picked a pending email and started replying, the reply window displayed the email reply opening time as the Sent time.

The setting Show queue conversations in Picklist did not show transferred emails.

When picking a pending email, reply templates were not always found because the system language was used as the language for the pending email but the original email used either the language of the queue extension, the queue (if no language defined for the extension), or the system language (if no queue prompt language defined).

Sometimes when viewing a pending email or handled emails in the History view, the internal notes were not shown. Instead, Communication Panel showed an error message "Failed to load internal notes".

Transferred emails were not shown in Interaction History when filtered with status In Queue. ID: ES-12585

When an email message in HTML format contained mailto links, these links were removed as the system sanitized message content. Mailto links are now preserved but URL query parameters other than to, cc, subject, and body are removed from the links. ID: ES-8243

Sometimes when an agent accepted an automatically allocated email conversation that had a preferred agent and marked the conversation as pending, no more conversations were allocated to the agent. ID: SCC-794

If an agent added internal notes to an email that already had one internal note and marked the email pending, the new saved internal note was lost when the pending email was opened. ID: SCC-946

Sometimes when an agent had created an email and saved it without sending and opened it again, the email body had lost its line feeds and rows were concatenated.

When resizing Communication Panel when an email was in the edit mode, the editor area height was not always refreshed until some extension area functions, such as internal notes, were opened or closed.

If an agent had previously selected and closed emails in the pending list and then the agent handled a conversation, the previously shown pending email was accidentally reopened.

If an email was being transferred between two agents and also saved as a pending email, it was possible that the same conversation was shown both in the active conversation list and pending list until the pending list was refreshed.

Occasionally an agent saving a draft reply to an email and closing the draft could cause a situation where no more emails were allocated to the agent during the session.

When an agent opened a draft email from the pending list and either sent it or saved it again, conversations were no longer allocated to the agent.

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

When words were misspelled by the agent in a chat message, right-clicking and selecting the correctly spelled word was shown in the input text box, but the previously misspelled word was the one sent to the customer. ID: SCC-174

When agents typed sentences that were wider than the input text box, the text was not wrapped. ID: SCC-82

Typing in the chat input text box was delayed in some situations.

An agent receiving a transferred chat allocation from a queue to which the agent had no rights caused a repeating chat allocation failure if the original queue had scripts.

Chat was disconnected if an agent had two Communication Panel sessions open at the same time with the automatic answering function enabled.

If there are over 100 messages in a chat, new messages are not shown in the chat window in Communication Panel despite the notification sound being played.

In some cases, the sender's name was not displayed properly on the chat tab for social channels. ID: SCC-841

Sometimes text input to the chat text box was delayed. ID: SCC-175

When a new chat was offered to an agent who already had an ongoing chat conversation, the input field of the active chat lost its focus. ID: SCC-297

If a chat conversation was transferred or overflowed from one queue to another, the system didn't update the conversation's queue information properly. This meant that if the agent who had handled the conversation didn't have rights to the first queue, they couldn't see the chat contents in Conversation History. ID: SCC-651

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.

If Communication Panel lost connection, it did not try to reconnect automatically. Now if there is a network outage, Communication Panel tries to reconnect up to three times with a 5-second delay.

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

The system didn't end an agent guidance session properly when the session was closed. This could affect system performance after several guidance sessions.

The supervisor couldn't see all of the body text of an email message in an agent guidance session when monitoring the conversation.

The supervisor's call monitoring buttons Listen, Coach, Barge, and Stop were always disabled when conference was started.

If there were no messages in the internal chat between an agent and a supervisor, the agent didn't receive the chat ended notification.

In a campaign run in predictive mode, setting the call result with a script failed because the script was not shown.

Cancelling offered campaign call instead of answering did not work.

Scripts with campaigns didn't work.

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

When users used the browser's feature to maintain username and password for ease of login to Communication Panel, the Current Password field in User Menu > Settings > Password maintained the value creating a security risk and a nuisance when changing and saving other setting options.

Added directory entries disappeared after a day or two because the entries were added to synchronized groups. Now adding entries to such groups is prevented. ES-11564

If a user had over 200 queues, Communication Panel became unresponsive. Incident ID 115081 2021

The reporting event ConsIn was missing from chat conversations that were part of consultation.

OII did not know about an agent's directory groups when Communication Panel was used, and therefore OII did not find any entries from directory for the agent.

If Communication Panel was narrow enough to make extensions open as popovers, a third-party extension stayed visible after the agent ended a chat.

A presence profile linked to a queue group ignored queues that were in the hunt group mode.

Communication Panel's performance has been improved and an issue fixed where Communication Panel stopped working correctly if the agent had an active conversation and refreshed the browser.

The system allowed an agent to mark a conversation as handled without filling in a mandatory script if the conversation was transferred from a queue that didn't have a mandatory script.

If a conversation did not involve an agent (for example, it was transferred from a queue to IVR), its status was displayed incorrectly as Abandoned in Communication Panel and Supervisor Dashboard from the next day onwards.

In some cases an agent trying to listen to a call recording and restarting Communication Panel during recording download, the server component could end in a deadlock situation. Then all agents were logged out and unable to log back in until the server component was restarted. ID: SCC-258

In Home view, the statistics columns sometimes showed random queue statistics. This was due to a user interface rendering issue in Communication Panel.

If the screen was too small vertically, call details were hidden. Scaling has been improved so that a vertical scroll bar appears when necessary in call, chat, conference, and email conversation views. Also the size of the phone icon in the call view has been reduced. ID: SCC-571

Searching for conversations with Source or Destination in Conversation History could be slow due to a missing index.

When agents changed the user interface language, some of the UI texts, such as Ready, Not Ready, and Conversations, remained in the original language. ID: SCC-1012

In some situations, all agents were logged out of Communication Panel.

The Download button was always enabled in the Attachments view of the extension area although no attachments were selected.

Queue statistics in the Home view were not updated when an agent signed out and signed in again.

System Configurator

System management > Personal Data Retention Times: If Enable Automatic Data Removal was selected and retention time was empty or 0, the system anonymized or removed the data immediately after the defined start date. This has been changed so that 0 is no longer accepted and 1 day is the minimum value. If the value is empty or 0 (set before this change), the system does not anonymize or remove data.

If a user had an IVR application open and someone else changed the version of this IVR application, the incorrect version was shown as Active in the IVR Application Versions block even when the IVR application view was reopened.

User and Role Management > User Groups: Searching user groups could be slow if the groups were numerous and hierarchical. ID: SCC-162

Switching the script for a queue didn't always work without restarting Agent Server. This meant that an agent serving in the queue was still offered the old script. Now the agent only needs to log in again to Communication Panel to apply the script change.

Grant rights were not inherited to member groups.

Communication Desktop (CDT)

When Sytel predictive dialer was used for an outbound call and the call was ended, the system automatically classified the call with call result HANGUP and the agent could not classify the call. SCC-386

Outbound calls were not allocated to agents when the campaign was configured to use Queue Dialer in Preview mode.

If a sent email included an attachment, the email never reached its destination.

Queue names were not shown.

RESTful Interfaces

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

Restful Analytics Interface's (RAI) ContactHistory request timed out sometimes.

RI did not show queue conversations in Picklist. ID: ES-57171

When chats were transferred from a primary queue to an overflow queue, statistics showed the chats being handled in the primary queue. ID: ES-56436

The rights given to the parent user group were not inherited by the member groups when the user groups were synchronized with the directory.

When messing API was used to send messages, the message to the customer was incorrectly indicated to be sent by the customer.

HTTP 404 error was printed to the browser console when an agent answered a conversation that did not contain internal notes. Now the system returns 204 in such a case.

Supervisor Dashboard

When Supervisor Dashboard was launched, no data was loaded.

When an agent using Communication Panel was in wrap-up, the agent's status was shown as Free and wrap-up timer was not counting in Supervisor Dashboard.

When using an external identity provider (IDP), a Supervisor Dashboard view that included a long list of queues might remain empty or give an error.

The chart showing arrived conversations showed also queues that had no arrived conversations that day.

The tooltips of downward-facing arrows in chart settings were truncated.

When the user had no rights to modify presence profiles, the Profile field in Agent Details view was empty. Now the Profile field shows the actual presence profile.

If the user filtered conversations with columns Arrival Time, Recording, or Script, some or all data might not have been displayed.

If a conversation did not involve an agent (for example, it was transferred from a queue to IVR), its status was displayed incorrectly as Abandoned in Communication Panel and Supervisor Dashboard from the next day onwards.

RMI failed to retrieve data to be displayed on the Supervisor Dashboard user interface.

SAP Service Cloud (C4C) Integration

An incoming email was connected to an incorrect customer account in SAP Service Cloud (C4C) when the sender's email did not match any customer and a customer with the same name was found. Now Sinch Contact Pro uses the sender's email address as sender name when uploading email data to SAP Service Cloud (C4C). This means that the customer is identified only based on email address.

Sending one email took several seconds. This occurred because Sinch Contact Pro waited for a notification from SAP Service Cloud (C4C) that the email has been uploaded until starting to process the next email.

It was not possible to log in to the embedded Communication Panel using Firefox. ES-55638

The call recording was not available in C4C Customer Hub for an outbound call that was initiated from C4C UI. ID: SCC-515

Visitor Chat

Visitor chat client did not require confirmation from the customer when the End Chat button or the Close icon was clicked.

Additional conversations appeared when there was a connection issue in the Visitor Chat client. These could be seen in reporting.

If 3rd party cookies and local storage were disabled, network breaks could cause a situation where it looked like the chat was ended.

Communication Event Manager (CEM)

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.

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.

The following issues related to routing email to a preferred agent were fixed in CEM:

• Email conversations that were routed to logged-out preferred agents were not displayed in Communication Panel after the preferred agent logged in.

• When using Communication Panel to pick an email conversation that was routed to (another) preferred agent, the first pick attempt failed with an error message.

• Changes to certain email channel parameters, including Time Limit for Accepting E-Mails, were not applied on the fly. ID: SCC-309

Sometimes the body of an email message wasn't displayed correctly. This happened because CEM couldn't convert it correctly from HTML to text if the body contained an img tag with the alt attribute set to an empty string. ID: 464578 (2021)

Errors were printed to CEM log if an operative database query that CEM periodically executes failed due to being too complex. This might cause the SQL Server to crash. ID: 1501842 (2021)

If OAuth authentication was used on an email server and the current token expired, sometimes incoming emails weren't directed to queues because the system couldn't fetch them from the server. ID: 321811 (2021)

Reporting and Monitoring

Chats were missing an event to clean-up chat discussions.

If a chat arrived into a queue but was transferred to another, reporting showed the first queue as both the original and final queue.

When an agent using Communication Panel was in wrap-up, Wrap-up status was not shown in Online Monitoring.

Online Monitoring: Contact View showed an incorrect value in From column for social channel chats. ID: SCC-667

Reporting (for example Agent - Work Done reports) showed too much wrap-up time for an agent in some situations. ID: 127931 (2021)

Online Monitoring: Contact Details showed the ChatResponseInfo event also for cases in which an agent had rejected the chat or the allocation had timed out.

Script results generated by custom IVRs were not shown in either Script View of Online Monitoring or Standard Reports. ID: 394507 (2021)

Channel type was sometimes shown as Undefined on reports because no internal channel was found.

Miscellaneous

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.

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

If reporting was done hourly and a conversation started and ended during different hours, the duration of the conversation was not always calculated into agent statistics until the turn of the hour.

Scheduled clean-up did not anonymize some chats and emails.

DSArea and "History Database Server" clean-up routines optimized to work faster by allowing them to delete more rows in one transaction, and fixed to handle deleted emails. Customer incident: 118563 (2021)

Common SQL job has been renamed: SAP Contact Center Reporting installation, create OLAP database: [OLAP_DATABASE] => Sinch Contact Center Reporting installation, create OLAP database: [OLAP_DATABASE]. Database installation log file extension has been changed from .txt to .log.

Outbound chats weren't included in billing and have now been added.

The <version> in the URL used by the Data Protection Officers (DPO) to create Personal Data Reports has been replaced with latest.

If data destination Monitoring was configured (System Configurator > Reporting > Data Destinations), the Data Privacy Officer Report showed that data was anonymized/deleted successfully even though the operation failed and conversations were still visible in conversation history.

HAC was fetching the IP address list from OS unnecessarily, and this led to noticeable background CPU usage.

Sending voicemail notification emails did not work with oAuth authentication because the sender address contained display name and MS graph library could not handle that. Now the display name is removed and later added by the email server.

In some internal call cases, Call Dispatcher (CD) picked call codec G711a, and if the SIP side supported only G711u the WebRTC call did not work correctly.

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.

When changes to audit log settings were applied, the module required a restart to continue audit logging.

Important security fixes in Communication Desktop (CDT) and Online Monitoring. . ID 320272 (2021)

When using IMAP, old emails were not deleted from the email server according to the setting defined in System Configurator > System Management > Channels > E-Mail Channel > Old E-Mails Deleted After (d). ID: 356120 (2021)

If the customer was using their own S3 bucket for call recordings, users couldn't always listen to all of the recordings. This happened because the system was trying to open the recording from S3 even though it hadn't been transferred there. The system tried to copy a recording to the S3 bucket 5 times at most. After this, the system moved the recording to the folder configured for media (System Configurator > System Services > Recording Settings). The number of retries for copying has now been increased and the system will try to copy a recording for up to 5 days. ID: SCC-352

The user could change their password to contain Scandinavian letters but couldn't log in. ID: SCC-634

An agent couldn't disconnect a phone call answered through a CRM system that used the Online Integration Interface (OII). The call was only disconnected when the customer hung up. ID: SCC-1008

A missing Content-Type header in HTTP response to authentication caused XML parsing error print in Firefox debug console.

In releases FP17 and FP18 Reporting database installation failed if the SQL Server is 2014 or older. To correct the issue, see the knowledge article in the Community.

To reduce CPU load caused by the client chat, download Tomcat Native either 32-bit or 64-bit, depending on the Java you have installed. Add the tcnative-1.dll file to the ECF_Visitor\tomcat\shared\lib folder or any other directory in Java path. This affects ECF Web Server, Restful Interfaces, Universal Queue, and Connection Web Server (COWS).

WebClient occasionally crashed during email handling.