Corrected Defects

Communication Panel

Call issues

Incoming phone calls/WebRTC streams to Communication Panel contained fake RTP media information.

If Visible A Number was defined in System Configurator as the number of a queue to which the agent did not have rights and Deny User-Level Modifications was also selected, the number was not shown to the agent in Communication Panel (User Menu > Settings > User Info).

If the Activate Virtual Phone setting in System Configurator wasn't selected for users who enabled the simultaneous ring mode in Communication Panel, the users were not able to answer incoming calls. SCC-5151

Users who had simultaneous ring in use could not always transfer calls. ID: SCC-2616, SCC-2704

If an agent had an active queue call and transferred it to another queue where they were also serving:

• Communication Panel failed to show the new offer screen. This happened because the previous view with the same conversation still existed after wrap-up until closed.
• The agent couldn't answer the call after wrap-up unless they switched to Not Ready and back to Ready.

Sometimes a transferred call in Communication Panel or in CDT was not allocated to the transferring agent, who should have become the preferred agent, if there were other agents serving in the destination queue.

A transferred call was alerting for the preferred agent but the call was not visible in Communication Panel.

A call was displayed to the preferred agent even when the waiting time for preferred agent had expired and the call was already being handled by another agent.

Progress tone played during an outgoing call was initially played from the wrong audio device. This has been fixed to use the defined audio device (for example headset) for the entire progress tone.

Agents were not able to change audio device after first call. ID: SCC-2026, SCC-4775

Outbound call allocation (and also allocation of other conversations) may stop for an agent when Queue Dialer was used in preview mode. This was a timing problem in multi-CEM systems.

Customer wasn't disconnected from a conference call when agent hung up the call. ID: SCC-2900

The Conference and Join buttons were disabled after two consecutive consultation calls. ID: SCC-3586

Consultation calls started with the caller on mute. ID: SCC-5772

Call could be lost when it was offered to an agent working in Simultaneous Ring Mode (SRM) mode if the previous call to the agent was ended by the caller before it was answered. ID: 265617 (2022)

During a specific, rare time window, calls didn't connect to Sinch Contact Pro. CallDispatcher deactivated all of the system's routing destinations, after receiving a 503 Service Unavailable error from the EU SBC during a call. This happened due to the server's Tick Counter wraparound that happens every 49,7 days. There was a small window of time when deactivated destinations and numbers might get stuck in a deactive state.

Chat issues

The Send and Clean up input buttons were not disabled when there was no text in the input box.

When an agent copied and pasted text to the chat input box, spaces between some words were removed. ID: SCC-1672

When the multi-chat and auto-answering settings were enabled and an agent had entered text into the chat input box, the text was cleared when another chat or a direct email was received. ID: SCC-1797

When a new chat was offered to an agent who already had an ongoing chat conversation, the focus in the input box of the active chat first jumped to the start and then to the end. ID: SCC-1844

SMS and WhatsApp messages created using the Create New button were shown as direct conversations with the agent's chat address as the source address.

In transferred chats, extensions such as Conversation History showed an invalid source address because Communication Panel did not resolve it correctly.

Incoming chats that were accepted by an agent and then transferred to a queue, were ended after the defined timeout for idle chats was reached. Now this timeout is calculated only when the chat is in active handling by an agent.

Transfer of chat conversation failed if the agent did not accept the conversation. Now conversation returns to the agent who transferred the chat. Incident ID: SCC-5652

Occasionally, when opening a conversation into the History view, error descriptions in the chat transcript were shown with broken HTML.

If a chat visitor name contained trailing spaces, the chat avatar with initials was broken.

A chat might have been allocated simultaneously to two agents who were not able to handle it if the queue had the following configuration: the Max. Waiting Time value shorter than Timeout for Contacts to be Picked or Rejected and the forward option Forward when Maximum Waiting Time Has Elapsed and the default queue specified. ID: SCC-1747

When an agent had an ongoing chat conversation and picked an e-mail, the chat ended. ID: SCC-1893

Chat message tone playing wasn't working. Now if there is a tone playing, Communication Panel stops it first before starting to play a new one. ID: SCC-3242

Occasionally outbound messages to conversation channels could not be sent from Communication Panel. When trying to open a new chat (for example SMS), it flashed on the screen but closed immediately. ID: 50845 (2022)

Attached data inserted into a chat by the agent or bot during transfer was not saved into the database and therefore not shown in Communication Panel's conversation history or through a Restful Interface request. ID: SCC-2671

When other than message events, for example delivery and read events, were activated in Facebook (with direct configuration), these were shown as empty messages in the discussion.

Profile names from the channels of Facebook and Instagram were not available for displaying in Communication Panel.

Font weights (bold, italic, strikethrough, and monospace) supported in WhatsApp were not supported in Communication Panel.

A hyperlink was broken in a WhatsApp conversation if it contained special characters used in WhatsApp rich text. ID: SCC-3832

Occasionally failing to end new WhatsApp chat caused looping conversation.

Previously Communication Panel only supported Name and Email as CAD from Visitor Chat. Now it has been expanded to accept Name, displayname, firstname, lastname, and Email. ID: SCC-5090

Email addresses with two underscores (for example email_peter_private@email.com) were not handled correctly in a chat session.

Email issues

When a new email was created, the Attachments view automatically opened and agents had to minimize it manually. ID: SCC-1643

When a new email was created and saved as pending, the To address was empty when the draft was opened in the History view.

When a user created a new email, the font in the first line was different from the rest of the lines. ID: SCC-1063

Reply template attachments were added several times to an email although the agent added them only once. This occurred if during the email handling the connection was lost and restored or the agent logged out and logged in again.

Forwarded or replied emails were occasionally missing attachments. The issue happened if S3 was used for storing attachments. ID: SCC-235

When a csv file attached to an email was downloaded from the Conversation History, the file was empty.

Original attachments were added several times to a response email.

If copying an attachment failed, Communication Panel showed Unknown error instead of a clear error message.

Occasionally an attachment remained as pending when an agent added it to an email. ID: SCC-3182

Sending of email attachments larger than 3 Mb failed to send via MS Azure Graph API. ID: SCC-2400, SCC-2467

Attachments with the same file name were treated as one attachment, and the same attachment was sent as many times as there were attachments with the same name.

If an email had several recipients, My Conversations showed all recipients instead of showing only the first one and the ellipsis (...).

An outgoing email having around 20 selected recipients failed to be saved correctly. The History view showed this email with empty body and the list of recipients was truncated.

Sometimes when agents replied to emails, the email body was changed so that instead of the original email they saw the source code. ID: SCC-1018

The following issues have been fixed:

• HTML style of an incoming email broke Communication Panel HTML style and prevented email handling completely. ID: SCC-1498
• After picking an email containing a certain HTML style, the buttons for email handling disappeared. ID: SCC-1462
• When opening mails with hyperlinks, the screen size and resolution changed so that it was not possible to click any of the email handling buttons. ID: SCC-1408
• A user was not able to handle an email, and it was constantly offered to the user preventing them from any other conversation handling. ID: SCC-1555

The content of forwarded emails was not shown because a wrong GUID was used when these emails were searched. ID: SCC-1465

The cursor position in the email editor was not maintained when user clicked a new tab or extension and returned back to view email. ID: SCC-3580, SCC-1272

When pasting or dropping an image into an email, the cursor position moved to the beginning of the email.

If an agent opened another view (for example History) while writing an email, extra lines were added to the email when the agent navigated back to the email view.

If the conversation list had several items and an agent working on an email response saved the draft, the focus occasionally moved to another conversation.

An incoming e-mail message could have the wrong queue name in the recipient fields (To and Cc) if the same e-mail address was used for both the email queue and voicemail for a phone queue. The issue occurred when opening the email view from Picklist or History, and in the Restful Contact Management Interface's (CMI) emails resource.

The last used From address should be offered as a default address for the next outgoing email - if the address was still available. Instead the first email address in the From the dropdown list was used. ID: SCC-1952

The original queue address was added to the TO field when Reply All was selected. ID: SCC-2815

Cc addresses were missing for certain reply emails. ID: SCC-3122

Using the browser's autofill for the To field affected content in other fields. Autofill has been disabled for Cc, Bcc, and Subject fields. ID: SCC-3682

It was possible for an agent to pick an email conversation that had already been accepted by another agent.

When picking an email conversation either from a queue on remote CEM or from another agent, the conversation was not allocated to the picking agent if the agent was not logged in to the associated queue. (It is possible to pick another agent's email conversation from their list of pending conversations or when the conversation is being offered to the agent but has not been accepted yet.) ID: SCC-1535

Emails were not offered to the agent from auto-allocation queues if the agent picked an email from the pending list and saved it quickly (in about two seconds) back to the pending list.

When an email was picked from the pending list, it didn't show the original and draft modes.

The email ID was not shown for an active email.

An email's body occasionally turned white and user lost text when navigating between emails. ID: SCC-4861

The email reply template variable {CUSTOMERNAME} was not inserting name from directory entry.

If the percent sign (%) was included in an email reply template, a backslash (\) appeared in front of the % sign in the received email. ID: SCC-2963

When used in Firefox, Communication Panel had problems with drag and drop into an email.

Double-clicking a button in the extension area made the email editor unusable. ID: SCC-3961

Emails with inline images failed to be displayed in some email services such as Gmail. ID: SCC-3863

Script information and saved answers of a queue email were lost when the email was added to the pending list. ID: SCC-4718

An email address containing an underscore (for example my_address@mail.com) was shown in Communication Panel without its underscore in the address and so misleading users.

Auto-allocation of emails stopped because of non-Latin characters in a file name. ID: SCC-5050

When replying to an email that contained inline attachments, the recipient didn't received them as inline attachments. ID: SCC-

Callback issues

If an agent manually handled a callback, it was possible to close the callback script without answering the mandatory question. ID: SCC-648

When a callback request was accepted and the call was made but no call result was selected, the automatic wrap-up timer started but no error message about the missing call result was shown.

When rescheduling a callback, the phone number was missing and the current date and time was set as a new callback time.

A callback request with the initial call time very close to the current time could cause the callback request to be queued again after the associated phone conversation entered wrap-up state. ID: SCC-963

Callback handling view's Notes field was only three rows high and showed a scrollbar when text was longer. The field has been improved to accommodate a longer text before the scrollbar is shown. ID: SCC-3377

Callback call was dialled only two times although the maximum number of retries was defined as three. ID: SCC-3206

Campaign call issues

Agent was always shown as free after joining or leaving an outbound campaign regardless of ongoing actions such as wrap-up.

In an outbound campaign call, the Campaign Call panel did not show a URL leading to an external resource as a link. The possibility to display links has been restored. ID: SCC-3084

When Queue Dialer was used in predictive mode, the system stopped offering new outbound calls for agents.

If multiple campaigns were using the same queue via QueueDialer in predictive mode, calls were not executed evenly.

Predictive outbound call to a customer was disconnected when the call was transferred to the outbound queue if consent IVR was configured for the queue.

The next call to the same customer (call result INSTANT_REDIAL) in the progressive mode wasn't in the preview mode as it should so that the agent can change the phone number if needed.

If agent logged out while there was a queue dialer campaign call in the preview state, the queue dialer failed to clear the call and closing the campaign failed because there was still this active call.

Connection issues

The phone was disconnected and the session was closed forcing agents to reload and log in again. ID: SCC-1244, SCC-1436

Automatic answering (using setting Use Auto-Answering with Auto-Allocated Conversations) did not always work in predictive outbound campaign calls. ID: SCC-3732

Other issues

When changing from profile with a linked queue group to one without, serving queue changes seemingly succeeded but failed due to a bug, which changed queue from auto-allocation to hunt group mode. This caused allocation problems for incoming chats in these queues.

It wasn't possible to choose a reply template if it contained a percent sign %. ID: SCC-1422

The Directory view did not automatically show directory items according to a saved filter or sort when the user opened the view. The user needed to first click the Search button.

Using Communication Panel in reduced window size showed an empty area in the lower part of the UI and hid conversation information. ID: SCC-1399

There was a memory leak related to active TCP connections that could affect system performance in a few weeks. Users could encounter issues such as inability to log in, to read email attachments, or to listen to call recordings.

Using a double asterisk in the Check Availability field to fetch all results did not show the error message properly when there were too many results to display.

The search result list in the Check Availability field didn't show an icon for queues that were from the email channel. Now the envelope icon is shown for email or task queues.

Users were misled to thinking pending conversations in My Conversations could be transferred from the Check Availability field. Now only active conversations in My Conversations show the transfer option. ID: SCC-4168

Using wildcards in the picklist's Search by Source or Destination did not work. ID: SCC-2482

Instead of showing waiting time in [<n> days]/[HH:MM:SS]/[MM:SS] format, queue alerts showed the waiting time in seconds.

The default language for reply templates was always Czech regardless of users' UI language. ID: SCC-2833

Saved table settings in the Picklist and History views didn't correctly indicate the current active filter button.

To prevent cross-site scripting (XSS) attacks, vulnerability issues have been fixed in Communication Panel and DPO UI. This was done by improving message input validation.

Instead of showing conversation details for outgoing emails and social chats, the view showed an error.

Communication Panel wasn't able to resolve a saved audio device name. ID: SCC-2264

The following alerting tones didn't stop playing when an allocated email or chat was accepted: Bells, Magic, Marimba, and Xylo.

Communication Panel was incorrectly showing each question in an interactive script even when there was next question defined. ID: SCC-3389

If the browser window was narrow, the arrow used for choosing an answer to a script question was not visible in a multiple selection dropdown field.

In certain overflow scenarios queue wrap-up did not work as expected.

Profile-linked queue group handling wasn't working.

If agent had an active profile with a queue group, during login it was possible that no queues were attached, if active profile type was free and priority was equal to some other free profile without a queue group. ID: SCC-4381

Occassionally, when some queue settings were updated, the manually selected serving queues were restored although the agent had an active profile with a queue group linked. ID: SCC-165

The Conversation Details extension flickered at regular intervals while a chat was active.

Communication Panel failed to load history data. This occurred because the CMI query /contacts timed out due to ineffective query handling. ID: SCC-4218

Sharing media via Conversation API occasionally failed.

Replies to active SMS discussions initiated from a US-based number were not reaching the customer.

Loading pending conversations failed due to an issue in the /entries resource of the Restful Directory and Presence Interface (DPI) and the /settings resource in the Restful Monitoring Interface (RMI). ID: SCC-4433

The + (Create New) menu was occasionally displayed behind the third-party extensions. ID: SCC-4167

Queue allocation mode could change from hunt group to auto-allocation when using profile-linked queue groups having hunt queues. When queue mode changed, agent always received queue conversations as auto-allocated. ID: SCC-4017

Communication Panel showed not found error instead of no content in log files when it was requesting CAD that was not available.

When an agent logged into Communication Panel but hadn't joined a queue yet, they were still immediately offered a conversation due to an incorrect message sequence on Communication Event Manager (CEM). ID: SCC-6380

Dashboard

Restful Monitoring Interface's (RMI) agents query was slow, especially when parameter showQueueInfo was used. This caused slowness in Dashboard's Agents view. ID: SCC-1576

Dashboard had significant delays for example when applying queue changes to agents. ID: SCC-1576

Using the details button for viewing a conversation in Communication Panel occasionally caused it to reload. As a result, calls were disconnected.

It was possible that when assigning queue allocations from a profile with queue groups defined, Communication Panel and Dashboard became unsynchronized as to the agent's actual queue allocations.

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

Conversations view did not maintain selected filters when the user switched between views.

The Clear button in the Conversations view was not working as expected.

The Queue filter dropdown found in both the Conversations and Agents view did not show long queue names completely. The dropdown has been adapted to accommodate longer queue names. ID: SCC-4339

Users were able to change their own skill values in Dashboard even though they had no rights to change them. ID: SCC-2338

The percentage of handled conversations were calculated incorrectly.

User was able to set negative values in the Data Refresh Interval (Seconds) settings.

System Configurator

When the Self rights (for example Logon Authentication Info and User Queue Setting) were added to a role, saving the role failed.

New users added to the system did not get rights to see old handled conversations in reporting database until Batch Job Server (BJS) was restarted.

Superusers were not able to give rights for agents to opt-in. ID: SCC-2918

Some time zones, such as Europe/Oslo, were missing from Time Zone drop-down fields (for example, for campaigns or queues).

If a new version of an existing customizer was imported into System Configurator (System Management > Channels > Contact Center Customizers), the system did not take it into use without reactivating the customizer.

QueueDialer did not use all phone lines configured for a predictive campaign or dialer when using IVR.

System fetched messages only from the first mailbox if multiple addresses were defined for a queue and authentication type was OAuth Service.

Loading reply templates was very slow because every time a reply template was loaded its reply template folder was also loaded. ID: SCC-5831

Deleting scripts that were assigned to a queue caused an issue in Agent Server.ID: SCC-6611

RESTful Interfaces

Restful Analytics Interface (RAI) query contactStatistics could end in an error (arithmetic overflow).

If feature Collect Statistics for Agent Status Change Log was not in use for Monitoring Database Server, Restful Analytics Interface (RAI) request agentStatusHistory gave an error "Table does not exist". The error message has been changed to "Monitoring Database Server installation: feature 'Collect Statistics for Agent Status Change Log' not selected."

The search in Restful Contact Management Interface (CMI) didn't support IDs with hyphens and therefore the search for emails and chats failed. ID: SCC-1426

An incoming e-mail message could have the wrong queue name in the recipient fields (To and Cc) if the same e-mail address was used for both the email queue and voicemail for a phone queue. The issue occurred when opening the email view in Communication Panel from Picklist or History, and in the Restful Contact Management Interface's (CMI) emails resource.

An RI GET /cmi/contacts search in the reporting database may have taken time to execute if a long time span is given as search criteria. Search is now optimized.

When a valid RI request (GET/RI/cmi/contactData/id) was sent and no data was available in database to respond with, RI showed 404.

Restful Monitoring Interface's (RMI) agents query was slow, especially when parameter showQueueInfo was used. This caused slowness in Supervisor Dashboard's Agents view. ID: SCC-1576

If an email message contained an invalid character, Task Management Interface (TMI) did not handle the character properly, causing an error in Restful Task Management Interface (RTI) after an agent accepted the email conversation.

Attached data inserted into a chat by the agent or bot during transfer was not saved into the database and therefore not shown in Communication Panel's conversation history or through a Restful Interface request. ID: SCC-2671

Searching an email via history returned incorrect status when searched by ID and Email ID or only by Email ID. Now search results are aligned.

API calls to Restful Outbound Campaign Interface (OBI) endpoint were failing with the 500 Internal error ReadWriteQueue max size reached: 200. ID: SCC-3529

/obi/campaign/:id/customers/list resource didn't work correctly if the last entry was invalid and stopProcessIfInvalidEntriesFound was not true. ID: SCC-3297

The parameters offset and limit of the /campaigns/{campaignId}/customers resource were missing from the OBI.html. ID: SCC-4225

The POST request of the /templateCompany resource caused Restful Configuration Interface (RCI) to be non-responsive and had to be restarted. SCC-4198

Directory search in Restful Directory and Presence Interface (DPI) didn't work with Unicode characters.

LRI now uses UserGUID instead of LrUserGUID to ensure only one license is counted. ID: SCC-3668

When RI was started and rights were loaded, RI crashed due to returning unnecessary members and rights for user groups and roles.

Integrations

The system chat events were not filtered out but were added to the chat transcript in SAP Service Cloud (C4C) and Salesforce.

Customer identification failed with SAP Service Cloud (C4C) if the customer email or chat address had an underscore. ID: SCC-4196, SCC-4258

A callback request made through the Online Integration Interface (OII) or the Restful Contact Management Interface (CMI) with the initial call time very close to the current time could cause the callback request to be queued again after the associated phone conversation entered wrap-up state. ID: SCC-963

Conversations were allocated to an agent despite the not-ready status due to a timing issue in SAP CRM integration. ID: SCC-1548

SAP CRM instant messaging via Online Integration Interface (OII) was not working. ID: 217618 2022

If a conversation was created via TMI or OII and the queue did not have any skill requirements, skill requirements were ignored when the conversation was offered to an agent. Skill requirements were also ignored in skill match calculation.

The OII variable Map Subscribed URL was not saved into the database if it was longer than 512 characters.

Communication Panel/Communication Desktop did not update presences correctly in SAP CRM. The update has been fixed in OII's getUserPresence function. Presences are defined by Sinch Contact Pro as:

• Available: The user has Communication Panel/Communication Desktop active and is in Ready state with no active phone calls (can have phone call in wrap-up, or active chat or email).

• Busy: The user has Communication Panel/Communication Desktop active in Ready state but has active phone call.

• NotAvailable: The user has Communication Panel/Communication Desktop active but in Not Ready or absence profile.

• LoggedOff: The user does not have Communication Panel/Communication Desktop active.

ID: 207643 (2022)

If Communication Panel was integrated with an on-premise SAP CRM, attaching extra data to an outbound call failed. ID: 379567 (2022)

When SAP Interaction Center was used with Communication Panel, the ending of a conversation's wrap-up did not end the wrap-up in SAP interaction Center. Now when wrap-up is ended in Communication Panel it also ends wrap-up in SAP Interaction Center. This change does not require any configuration. The SAP Interaction Center user is still expected to end the actual interaction in SAP Interaction Center by design. ID: 174535 (2022)

OII allowed agent to end wrap-up in SAP CRM IC although there was a callback call without call result in Communication Panel. ID: SCC-4283

A browser crash caused a duplicate entry to SAP Cloud for Customer C4C when an agent opened UIs again. ID: 108792 2023

Visitor Chat

Customized welcome texts were not shown in Chat Configurator but instead the standard texts were always visible.

The url of the Visitor Configuration UI in Launchpad was .../visitor/ecf/latest/VisitorConfigurator/index.html instead of ../ecf/latest/VisitorConfigurator/index.html.

The Send button was not enabled when using the swipe feature on the keyboard on Safari. ID: SCC-251

Mobile notification position in web chat did not follow the configured position.

The color of the Close icon ( X ) could not be set. Now the color for the icon is the same as the Launchpad body text color.

If a chat queue address was renamed or deleted, the old queue address/the deleted queue still appeared in the queue list, and customers were able to choose it and start a conversation. A prompt was sent but no agent joined the conversation. This issue didn't appear in queue lists that were received via a Restful Interface request. ID: ES-57263, SCC-138

When customers using visitor chat pressed Enter when the cursor was not at the end of the message, the system added an extra line break and then sent the message to the agent. ID: SCC-1894

Visitor Chat was not able to detect browser language correctly and always fell back to English. Now Visitor Chat follows browser language correctly.

InQueue chat prompt (possibly containing erroneous position in queue information) was sent for a chat that was immediately rejected due to the destination queue being considered full. Now InQueue prompts are not sent in such situations.

When moving the visitor Web Chat view on screen (either by drag and drop or via Visitor Intermediate Client (CVC) API), it was possible to accidentally move the Web Chat partially or fully out of view.

Visitor Chat was not working as expected when user tried to drag and move the view around on the screen.

The system sanitizes all Web Chat messages for untrusted HTML before storing them to the database and showing them in user interfaces. However, messages from the customer were displayed locally in Web Chat without sanitation (as entered by the customer), allowing possibly entered unfriendly HTML code to be shown on the page within the customer's browser. This has now been fixed so that a message sent by the customer is only shown once the server has provided the sanitized version of the message. This also ensures that the same exact sanitized content is seen by both the customer and agent. ID: SCC-2992

The chat idle warning prompt was incorrectly sent when a customer was in a queue.

Memory leaks were noted related to visitor chats. To prevent such occurrences, idle timeouts should be configured on channel or queue level.

Consecutive setOption() calls to set a specific target queue were failing in Visitor Chat client if followed immediately by a startChat() call. ID: SCC-3686

Functions cvc.setMinimized and cvc.setState were not working properly. ID: SCC-3825

In certain chatbot-related use cases, the getDetails call of Visitor Intermediate Client (CVC) API would return incorrect chat conversation ID. ID: SCC-2592

Login information provided by customer in login fields is now added to CAD.

An error was printed to console if customer closed the chat from the X button in the top-right corner. ID: SCC-1796

The tooltips Maximize, Minimize, and Close were cropped and misaligned on mobile devices. Now the tooltips have been disabled.

Reporting and Monitoring

Secondary agent was never reported for conversational chats.

Online Monitoring & Supervisor Dashboard: Chat arrival statistics showed chats for the time when they were marked as handled instead of the time when they arrived.

The ChatResponseInfo event was reported incorrectly. ID: SCC-3351

Reporting Data Interface (RDI) statistics contained erroneous data due to incorrect channel key use, and did not contain conversational chats and outgoing emails.

Reporting data collection failed if email forwarding address was longer than 64 characters.

Business Objects reporting showed a deleted email as "Handled". The reporting has been fixed to show it as "Handled (Deleted emails)".

@value2 of NewMail events may contain warning and critical times for email handling. In case value was empty (for outgoing emails or could be inbound emails if warning and critical times were not set), this then resulted to NewMail event handling errors.

Online Monitoring: Agent information was missing in Contact View if a Communication Desktop (CDT) agent picked an email from a hunt group queue and handled it within 3 seconds. ID: 614954 (2021)

Call recording information was not correctly reported in external agent calls and therefore call recordings were not visible in Online Monitoring.

Outbound reports were showing incorrect values for campaigns using Queue Dialer in predictive mode. For example OB Campaign Calls and Answered Calls had incorrect values.

Online Monitoring > Contact View: Searching for past days' contact history may have failed when the preferred agent feature was used.

The calendar in Supervisor Dashboard showed Sunday as the first day of the week despite the used localized version. ID: SCC-1003

The Contact Log volume report used column name Wrap-Up (Agent) instead of Wrap-Up. The column name and description have been changed.

If allocation ended for one agent (Agent A) and started for another agent (Agent B) exactly at the same time, statistics for Agent B were wrong. ID: SCC-3521

A conversation was wrongly reported if waiting duration for the conversation was 0.

Incorrect agent status could be displayed in monitoring due to consecutive reporting events having exactly same timestamp. ID: SCC-2799

If a system contained tens of thousands of conversations, reporting content queries failed due to a data collection timeout. ID: SCC-4881

Metadata queries for SAP BusinessObjects (BO) reports caused high CPU usage because unnecessary measures were included in the queries.

Communication Desktop (CDT)

It was possible for wrap-up handling to go out of sync. Timing of a disconnection from a previous incoming call could interfere with a new incoming call causing the issue. ID: 416805

Call could be lost when it was offered to an agent working in Multiterminal Desktop (MTD) mode if the previous call to the agent was ended by the caller before it was answered. ID: 265617 (2022)

Miscellaneous

If your SQL Server was older than version 2016, installing the server package of the Sinch Contact Pro Operative database failed. The installation has been fixed. However, if your SQL Server is older than version 2016, conversation content cannot be collected for reporting (see Reporting Improvements).

Database installation failed as SQL Jobs had the wrong configuration for a new installation. Installation failed at the step to create table variable and later at target local server stage as the target was missing.

Communication Event Manager (CEM) made one call attempt less than configured to notify the specified number that there is a new voicemail.

An incoming call was answered when the Poly Savi 8220 headset was undocked although the answering should happen only if the call is accepted.

Hanging up and answering with a Plantronics headset didn't work.

If customers had been added to an active campaign via Restful Outbound Campaign Interface (OBI), sometimes the system made a duplicate call.

Barring rules didn't apply to calls in MTD mode.

In some situations, a call recording was lost even though a file was found in the S3 bucket. ID: SCC-2328

Sometimes emails were not registered to a queue if the connection to the email server with OAuth failed, or if fetching email headers or a single MIME message failed.

E-mail parsing failed if the Content-Type header was missing. As a result, the email wasn't being registered to a queue.

Emails were registered to a queue multiple times because the IMAP connection to the email server was closed due to a long-pending database transaction. ID: 736850 (2021)

Unencoded special UTF-8 or ISO-8891-1 characters in attachment names caused such attachments to be dropped from incoming emails. ID: 525941 2021

If Java version 11 was used instead of Java 8 on the client workstation, views containing tables with boolean fields did not load properly (for example System Services > Batch Job Server Settings).

In the Generate Personal Data Report tool, sometimes a search based on a phone number did not finish or was slow because the search used the last digits in the number, causing weaker performance. The search has been improved by adding an option to use an exact phone number. The new option Exact is now the default in the Digits Used in Search field. ID: SCC-1598

To prevent cross-site scripting (XSS) attacks, vulnerability issues have been fixed in Communication Panel and DPO UI. This was done by improving message input validation.

A potential memory leak preventing agents from logging in to the system has been fixed. ID: SCC-423

The system failed to recover from a database connectivity problem due to all threads accessing a particular database being blocked. This problem caused, for example, an outbound campaign to stop.

If an outbound campaign used queue dialer in Predictive mode with IVR and Preview mode was used for some customers, queue dialer did not make the predictive IVR calls efficiently.

The system entered outbound campaign call classifications agents had made in Communication Panel to database as a GUID only. Now classifications are entered to database in their plain text form in addition to GUID.

New or modified directory entries were occasionally not updated to their associated directory. Synchronization handling of Batch Job Server was improved to fix this. ID: SCC-686

Memory leak related to closing chat channels has been fixed. The leak could cause crash in a system with several millions of opened and closed chat channels.

Occasionally, if chats were forced to be closed, for example due to server shutdown or chat idle timeout, Chat Server crashed.

Creating a Location with WebRTC usage without a trunk could cause the Agent Server to crash if a user linked to that location logged in to Communication Panel. ID: 560580 2021

If a media upload operation had started before midnight (system time) and ended after midnight, Agent Server could crash when trying to save the media fragment.

Code and logging in ECF Web Server have been improved to avoid Java stack traces prints in log during WebSocket closure operation.

Connection Server (CoS) was forced to deprecate TLS encryption. Now CoS follows operating system preferences.

The logic of the clean-up procedure in the Operative database didn't work correctly. However, the collected contact IDs from other databases were provided to the Operative database clean-up procedure, which cleaned up the data from the Operative database as well.

The clean-up procedure used email retention time instead of call retention times.

Chat Server had the potential to crash when handling attached data. ID: SCC-4923

Chain Matcher had a potential memory leak related to incoming chat messages.

ECF Frontend JNI part JniMainModule::mUserToPeerMap had the potential for a memory leak.

Backend logic has been optimized to avoid creating unnecessary direct rights during user creation process, that is, if user is created with membership to a user group.

Directory synchronization stopped working because of cached objects in Batch Job Server (BJS).

Deletion of MRS link in System Configurator could cause a Call Dispatcher crash when log headers are printed during log file change. ID: 833373 2022

The following changes have been made in Quality Monitoring Server (QMS):

• Monitoring sessions created without callback url are allowed in QMS.
• Call recording is allowed to be triggered via QMS recording command without full QMS session.

ID: SCC-5463, SCC-4694

Billing may have shown too big values for features.

In case of CEM reset/non-availability, chats may have hung in Chat Server without being visible to agents.

MRS automatic file removal was only removing .wav recordings. Now .ogg and .opus file extensions are added to the list of file types removed by the automatic removal process. ID: 121432 2023