Fixed bugs

This section lists issues reported by customers and found during system testing.

Fixed issues related to customer reported incidents are marked with the support ID. If you have encountered an issue in your system and have created an incident, you can use that number to find the issue description in this document.

Communication Panel

Call recording issues

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

If both campaign recording and forced user recording were in use, user recordings didn't create a CTR file. ID: SCC-15658

Call Trace Record (CTR) JSON files were not generated for forced user recordings which were created for agents in context of outbound campaign calls made using either preview of progressive dialing mode.

Audio of third party in a conference was not properly included in the recording.

Campaign call issues

A predictive campaign call (from any dialer type) was offered to an agent without any ringtone played by Communication Panel.

An agent exiting a preview campaign while actively being offered a campaign call from it could still preview the campaign customer without an actual call being made. Because of these actions, the campaign ended in a state where further calls could not be made from the campaign.

The agent was not offered a new call from an outbound campaign or from any queue after transferring a campaign call. ID: SCC-12053

An incorrect call count was displayed in the My Statistics view when an agent handled campaign calls made by a queue or campaign dialer in predictive mode. ID: SCC-5133

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

Campaign dialer didn't make predictive calls if there was only one free agent and there was already a scheduled preview call that had another required agent. ID: SCC-16656

Recording of predictive campaign calls used queue recording and consent settings of the related incoming queue instead of campaign level recording settings. This caused various issues and need for additional configurations. For your existing predictive campaign recording to work as desired, check the following settings:

  • Select Record Campaign Calls on the campaign instead of Record Queue Calls on the queue.

  • In Access Rights, give users the Listen to Recording right for the campaign instead of the queue.

  • For consent, you can now set the campaign queue's setting (Contact Management > Recording > Recording Behavior with Consents) to empty instead of Ignore Consents, as predictive campaigns work the same way as other types of campaigns. This means consent is not checked.

ID: SCC-15437

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

Other call issues

When a warm transfer was made, the customer's phone number was displayed without the plus ( + ) sign.

Conference calls had audio issues if the trunk had silence supression feature enabled.

Although the Allow Other Contacts When E-Mail Open setting was in use in Sinch Contact Pro, if an agent had an email open, a call was not offered to them.

The conversation offering screen showed the text "CLIR" (abbreviation for Calling Line Identification Restriction), meaning the caller has blocked their number from showing. This text has been improved so that the more recognized "Unknown" is shown instead.

Dial tone didn't end after calling a logged-out agent. ID: SCC-14121

The system's fallback functionality forwarded a conversation to the original queue instead of the previous queue or agent. (Fallback functionality = When a transferred conversation is not accepted, the system automatically forwards it to the previous agent or queue.) ID: SCC-14714, SCC-13714

Transferring a call through the Directory's Number field didn't work. ID: SCC-15668, SCC-15717

The Consultation call from x text remains visible in the consulted agent's call view when the caller agent has joined a customer call with the consultation call. ID: SCC-15794

The Jabra Engage 75 headset may not have been able to accept a call if the previous ended call was a consultation call. ID: SCC-12158

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

When a user made an outgoing call, two separate calls were created to the same number, each with its own call ID, and both were marked as abandoned. Now, calling the same number within a short interval (less than 1000 ms) is prevented ID: SCC-15913

Chat issues

Occasionally errors for failing to send outbound messages were not delivered to the agent.

An outgoing chat conversation was abandoned if an agent had first transferred it successfully and then the receiving agent transferred it further to either an agent that was not available or a queue that had no agents available. ID: SCC-13714

The Send message button didn't work for outgoing conversational chats opened from the History view.

Occasionally, downloading a media attachment from a social chat caused an error. ID: SCC-13848

If an agent asked for guidance and wrote something in the chat input field but didn't send and the supervisor accepted the guidance request, the unsent text disappeared from the chat input field. ID: SCC-12193

The queue full or service closed chat prompt could be delivered to the customer twice when the chat conversation was ended. This happened because either the agent transferred or the system forwarded the chat conversation to the original queue which was either full with no default queue configured or closed by service time schedule. ID: SCC-14714

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

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

Attached data for abandoned chats was not available in the Conversation details view. ID: SCC-16291

Pasting embedded images to the chat input field is now prevented.

CP's check for customer opt-in to WhatsApp conversations was too broad. It now only checks conversations from the past 24 hours.

If a customer already had an ongoing conversational messaging chat with one agent, and another agent in the same queue tried to start a new chat with the same customer, CP didn't notify the second agent about the existing conversation. Instead, the chat attempt failed. Dashboard showed the new conversation as abandoned and reason number busy.

Email issues

Conversation was offered to an agent bypassing other queueing conversations if the system registered the conversation soon after the agent rejected an offered email or the email offering was cancelled.

New multi allocation task (XRI) was not offered to an agent if the agent was handling an XRI task when a call or chat was offered and the agent rejected the offered conversation or the offering was cancelled.

An issue that broke URL in email containing query parameter &reg_data=something has been fixed.

In a configuration where an email queue has Default Sender Address defined, the system might have incorrectly used GUID address for sending email. This caused email sending to fail. ID: SCC-12879

In certain cases, two emails were offered simultaneously to an agent who wasn't the preferred agent for those emails. ID: SCC-14648, SCC-14656, SCC-14642, SCC-14700, SCC-14715

An email picked from a hunt group queue was incorrectly forwarded back to the queue but could not be picked again as it was missing from the picklist. The issue was caused by a time difference between the SQL Server and the Application Server clocks. ID: SCC-14122

An email transferred to an agent was not removed from the agent's pending conversations list when it was forwarded back to the queue after exceeding the acceptance time limit. ID: SCC-14122

Occasionally, when a user was creating a new email or replying to an email with a default reply template, the email body shown in the editor remained empty. ID: SCC-14891, SCC-15116

It was possible to send an email several times by clicking the Send button quickly. ID: SCC-14775

If a user saved an email and quickly logged out of CP, a notification about setting the email as pending was incorrectly displayed on the login screen after logout.

Clicking an email link in the Email chain didn't open the email. ID: SCC-16561

Embedded images in emails sent from Contact Pro didn't show correctly in the new version of Outlook.

Inline images inserted to the body of an email during editing were lost when the agent sent the email or navigated away from the view. ID: SCC-13986, SCC-13779, SCC-13963, SCC-13964, SCC-14070, SCC-14195

Triple-click to select the full text was not supported in non-editable email address fields.

Picking an other agent's pending email channel conversation failed with an error if the internal notes of the conversation had been modified while the conversation was in Pending status. ID: SCC-15410

Connection issues

A closed WebSocket may not have aways been registered as "closed" resulting in connection problems. ID: SCC-15660

Other issues

If the system received the Ready status before the profile information during Communication Panel login, agent status was not updated to Ready.

Theme colors were not correct in an offering screen. ID: SCC-11666

Ringtones for email, chat, and action items were continuously looped.

Closed or handled outbound campaign stayed in the Communication Panel UI until the agent restarted CP.

When using single sign-on (SSO), any query parameters defined in the Communication Panel URL were ignored.

The Conversation Details extension's Attached Data section didn't show values that weren't strings, for example numbers.

Conversation attached data (CAD) in JSON format was not parsed correctly.

In a specific scenario, the Pick button stopped working in Picklist.

Users handling tasks but not emails did not see the Pick button if either the Use Communication Panel for emails setting was not selected or queue address was not defined to be used as sender address. ID: SCC-13214

Multiselect in the Picklist allowed agents to pick conversations that were not currently available for picking.

If a script answer option included an apostrophe ('), the script ignored the next question. ID: SCC-14575

If the Home view was filtered by Grouping with Campaigns and Blended Queues when there was a lot of campaign activity in the system, campaigns/queues disappeared and reappeared. ID: SCC-14378, SCC-14523

In some social channels (for example WhatsApp), if the customer sent text with an image, it was saved as a filename and therefore shown as a link. This may have also caused an issue with receiving the image if the text was very long. ID: SCC-14415

History view's total duration for a conversation did not include wrap-up. This was fixed to align with Dashboard. In addition, rounding of seconds has been unified across various other CP statistics. ID: SCC-15189

Changes users made to existing fields in directory entries were not updated correctly. ID: SCC-15677

When adding a new directory entry, irrelevant conversation history was shown.

Texts on the offering screen were poorly readable when using the Quartz dark theme. ID: SCC-15536

Modifying user group members could cause timeouts when loading data using RESTful interfaces. This meant that agents and conversations didn't show correctly in Communication Panel's History. ID: SCC-16132, SCC-16147

If a user searched for a reply template by pressing the spacebar followed by Enter, CP returned duplicate entries. ID: SCC-4353

If the reason for listening to a call recording exceeded 128 characters, playback wasn't possible. CP now displays the remaining character count as the user types the reason. ID: SCC-16314

When an agent transferred a conversation, closed the wrap-up, and the same conversation was returned to the same agent, the previously stored wrap-up time setting was used. As a result, the wrap-up was not automatically closed. ID: SCC-16675

When a presence profile with a duration was activated for an agent, the system didn't always revert to the previous profile automatically when the end time of the activated profile was reached. ID: SCC-16660

Communication Panel didn't filter HTML content from reply templates. It now filters the content, and only plain text is sent.

If Session Boarder Controller (SBC) responded 401 Unauthorized to an INVITE to a Communication Panel temporary ID, an incoming call from a queue in auto-allocation mode was allocated to several Communication Panel agents at the same time. ID: SCC-16924

Dashboard

On Campaigns view's My Statistics tab, also the previous day's statistics were included in the agent's daily statistics. ID: SCC-11364

Several issues in the Home view were fixed:

  • If the user resized a card and moved to another view and back, the new size of the card was lost.

  • Deleting a tab may have caused focus issues after moving to another view and back or an error message when logging back in.

  • If the user resized a card and then edited its settings, the new size was lost.

  • Setting options Chart and Cumulative were disabled for cards that support them.

Resizing of the card when switching between chart and numerical type of a statistic didn't work in case of a cumulative card.

Refreshing when the carousel mode was enabled did not start carousel from the correct place and correct tab cards were not shown.

After a system update, it was possible that a user's defined cards in the Home view disappeared. A sequence such as a failed authentication along with the user changing tabs, logging out, and then logged back in may have resulted in such a situation.

The Agents and Conversations tables did not maintain the user-defined columns and order.

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 Agents and Conversations views. ID: SCC-16132, SCC-16147

Conversations view didn't show transferred conversations correctly when using queues as search criteria. ID: SCC-10511

Conversation search failed in request GET /cmi/contacts when body text was used as search criteria and results sorted by handling duration.

In the Conversation Details view, sometimes a minute was shown as 60 seconds in a timestamp.

For a chat conversation, when an agent clicked on Group ID in Conversation Details, Dashboard only showed the first conversation in a chat recovery scenario. This has been fixed so that both the original and the recovered chat conversations are shown. ID: SCC-8506

Information about the agent that handled the callback request was missing if the last call to the customer was classified as non-successful (that is, after max. number of call attempts). ID: SCC-10148

SMS messages were not sent to all members in the group if the size of the group exceeded 100 members. ID: SCC-11327

The GET /rmi/agents resource used in Dashboard may not have timed out during a prolonged execution, causing several simultaneous queries to get progressively slower. ID: SCC-9939

A user of the Agents view may have faced long loading times or even a browser message to wait when loading large amounts of agents and queues to view. Rendering the UI is now improved although further improvements will be seen in coming releases.

In the Conversations view, the Waiting Duration column showed an incorrect value if queuing time was 0 seconds. ID: SCC-12859

Dashboard's Agents view may have loaded slowly and given an error. This was due to the availability backend resource being unavailable.

When an agent ended an ongoing call by joining it with a consultation call, Dashboard incorrectly showed the agent remaining as busy although the agent was free after the call join. ID: SCC-15892

System Configurator

The campaign administrator couldn't restart a campaign while the dialer was attempting to close it.

When trying to copy a reply template, a user could end up with an error message. This happened because the system had created direct rights for reply templates. To fix the issue, direct right creation to reply templates was removed along with the Rights checkbox from the Copy Reply Template popup. Rights for reply templates follow rights for the reply template folder. ID: SCC-11946

Yearly calendar days and date ranges in a calendar were shown in a random order. ID: SCC-12279

An incorrect right was required for the Set User's Log Level as High setting. This has been fixed to use the User Setting user right on either user or user group level. ID: SCC-14399

If recording was set on both the user and queue levels, queue recording did not stop although a Stop queue recording when setting was enabled in System Configurator.

Directory import created duplicate ExternalId entries if the import file contained the same ExternalId on rows close to each other. This caused further imports with the same file to fail even though the duplicates were removed. ID: SCC-14311

In some cases, if the user changed the log level (Personalize > General Settings > Log Level) to Tracing Information Messages (trace) or Debug Messages (debug), the change reverted back to Informational Messages (info) in a minute.

When adding a callout element to an IVR, the Expect Result Data checkbox showed up selected (true) by default even though the default behavior actually follows a false value. Now the checkbox shows up not selected by default.

RESTful Interfaces

Restful Monitoring Interface (RMI) request GET /rmi/agents may have resulted in a timeout error. ID: SCC-9939

Request GET /cmi/contacts failed when body was used as search criteria and results sorted by handlingDuration.

The GET /rmi/agents resource used in Dashboard may not have timed out during a prolonged execution, causing several simultaneous queries to get progressively slower. ID: SCC-9939

Restful Monitoring Interface (RMI) deemed conversations incorrectly as Handled, not Handled_AOT. This happened because answeredOnTimeThreshold value in the database was seconds but GET /RI/rmi/contacts resource returned it as milliseconds. Now RI returns the value as seconds. ID: SCC-12811

In requests GET /RI/rmi/contacts and GET /RI/cmi/contacts, queuingDuration was not 0 if there was no arrivalQueueTime value. ID: SCC-12859

In rci/users resource, previously filter synchronised=* only returned users for whom the synchronised field value was false. This has been fixed so that the filter returns all users and the data includes the synchronised field.

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

RI/rai/userStatus returned wrong status values for a logged out agent. ID: SCC-16891

Integrations

Source address information of web chats didn't match the corresponding information in monitoring. ID: SCC-14007

Sync between My Conversations view and popped-out Communication Panel window wasn't working.

When using a popped-out Communication Panel, the call progress tone didn't stop if the customer didn't pick up. ID: SCC-11960, SCC-12256

When the user logged out of an integrated CRM, the popped-out Communication Panel didn't automatically log the user out and close. Now CP logs out and closes 10 seconds after the CRM logout. ID: SCC-16580

Salesforce integration package ignored query parameters specified in the Communication Panel URL which is defined in the call center configuration. ID: SCC-12510

To prevent issues with integration interfaces, invalid UTF character codes are now filtered out from workspace XML.

SAP Service Cloud (C4C)

In SAP Service Cloud (C4C), a caller's mobile number may not have been displayed when calling to an agent's extension.

In SAP Service Cloud (C4C), customer identification did not work for direct calls to agent's extension number. ID: SCC-14074

In embedded mode, CP sometimes displayed a blank conversation screen with no Accept button during incoming calls.

For MMS and RCS conversations in SAP Service Cloud (C4C), email address phonenumber@channel.com was previously used to search for the contact. This has been fixed so that the contact is now correctly found using the phone number instead of this emailified address.

When using CP in embedded mode, an agent could not close ongoing chats after declining a transferred chat several times. ID: SCC-12961

Chat transcript in SAP Service Cloud (C4C) did not show timestamps in the conversation. ID: SCC-12997

When sending a message to SAP Service Cloud (C4C) CTI interface, custom fields inside conversation attached data (CAD) were not formatted according to C4C's requirements.

The user could not stop automatic wrap-up when using Communication Panel in a SAP Service Cloud (C4C) pop-out window. ID: SCC-14190

When an incoming conversation contained attached data in JSON format, CP didn't send a notification message about the customer details to C4C.

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).

The scroll bar was missing making it impossible to define all search fields in the Detailed search. ID: SCC-14614

Silent monitoring created an activity in SAP Service Cloud (C4C). ID: SCC-12115

Microsoft Teams

Microsoft Teams integration stopped updating presence changes from Teams to Contact Pro after a few weeks.

Microsoft Teams integration didn't update agent status correctly after Presence Synchronization Interface (PSI) was restarted.

Microsoft Teams integration stopped working due to PSI not supporting a recent change in Microsoft's Graph API. ID: SCC-14025

Teams status may not have been in sync for short periods. This happened because the status didn't update correctly due to PSI using an updated ClientState value although Teams still sent the old value. ID: SCC-14025

If Presence Synchronization Interface (PSI) was enabled in Infrastructure Administrator (IA) but Teams integration was not configured in System Configurator, PSI went to Near failure state for HAC. IA shows this as a yellow exclamation point. ID: SCC-14331

Microsoft Teams integration couldn't always update user status correctly from Contact Pro to Teams because it tried to update the status of all Teams users. Now it only updates the status of users who have been configured for the integration in System Configurator. ID: SCC-15250

Online Integration Interface (OII) / SAP CRM

System messages were not shown in CRM conversation transcript. The logic for generating participant IDs for system messages has been changed in OII. The participant ID has been changed to "system@". ID: SCC-10945

Occasionally, OII sent an absence profile instead of a presence profile when the user changed their status from Not Ready to Ready in the CRM. ID: SCC-13045

Agent status and profile synchronization between SAP CRM IC and Communication Panel failed. ID: SCC-9475

If the user changed their profile quickly and repeatedly between an absence profile and Not ready status, the last change may have been reverted to the previous in Communication Panel and SAP CRM. ID: SCC-14335

An action item may not have always been deleted (Status=Deleted) in a timely manner when requested by CRM. ID: 281012 (2024)

If Infrastructure Administrator setting OII > Enable Outbound Integration was set to 1, the customer's phone number was not shown in SAP CRM when previewing a campaign call. ID: SCC-14672

Campaign call wrap-up ended automatically if Infrastructure Administrator setting OII > Enable Outbound Integration was set to zero. ID: SCC-14672

If Sinch Contact Pro was integrated with SAP CRM using the SAPphone interface, when an agent answered a call in Communication Panel and the call got disconnected, Communication Panel went to wrap-up but OII ended wrap-up immediately. Now OII doesn’t end wrap-up if the user is not subscribed to the ICI interface. ID: 125884 (2025)

Visitor Chat

Creating a new web chat may not have been possible if a previous web chat was ended by closing a browser or tab.

Polyfill library has been removed and Internet Explorer support for Visitor Chat Client has been deprecated.

Visitor Chat didn't support email addresses containing multiple dots.

Reporting and monitoring

For outgoing calls in reporting, call duration was counted from the time when the call was connected. Now the dialling time is also included in call duration. ID: 124237 2024

Agent's response to a customer email in CDT wasn't showing in Online Monitoring nor in reporting data. This occurred because the reporting events for an outgoing email were no longer sent to the database.

Agent statistics were missing chat duration if an outgoing chat had started during the previous data collection period.

The milliseconds in the reporting events were not rounded correctly, which could lead to incorrect order of the reporting events, for example, in Dashboard.

A subtype for internal action item was missing from reporting.

Transfer time wasn't reported for a warm transfer and wasn't shown in real-time statistics (monitoring data).

Reporting was using the wrong subtype for campaign calls. Now it uses the same subtype as monitoring.

Reporting collected duplicate events in case of chat recovery.

Messaging and chat

Performance of SMS Server has been improved. This affects the system's ability to deliver mobile terminated messages (agent responses and prompts) for SMS and social channels.

Mobile originated messages from Viber and Facebook Messenger didn't contain file extension which meant that agents couldn't open the files. ID: SCC-11679

Social, mobile originated chats sent while Chat Server was inactive resulted in ghost chats, and the chat never reached an agent.

Sending a chat ended prompt failed if there were over 500 chat queues in the system.

Sending new messages via Wavy WhatsApp failed. IDs: SCC-12788, SCC-12791

If Chat Server receives bad address from CEM, the chat is disconnected to ensure that no ghost chats are left in the system. ID: SCC-13151

System failed to offer a chat to any agent if the chat address contained exactly 32 characters from GUID character set: 0123456789ABCDEFabcdef (causing chat address being interpreted and handled as a GUID).

If the EndConversation event triggered by Sinch Chat—when the customer ended the chat—contained metadata, the chat discussion wasn't closed.

If a messaging service or authentication was modified or deleted either in System Configurator or via an external API during user's message sending, it was possible that delivery of the message occasionally failed. IDs: SCC-16456, SCC-16489

Voice, SIP, and recording

System occasionally lost recording HUBs when answering and disconnecting of an outgoing call happened at the same time. This could lead to a situation where no HUBs were left to record calls.

Quality Monitoring Server (QMS) SOAP responses contained a terminating NULL character that caused problems in some systems. It is now removed.

In a complex call scenario where Quality Monitoring Server (QMS) and Multiterminal Desktop (MTD) are in use, hub processing failed in Media Routing Server (MRS) and caused missing RTP streams. ID: SCC-13374

If the Sinch Contact Pro system used either stereo recording or Quality Monitoring Server (QMS) with separate audio streams configured, and an agent transferred the customer call to another agent, the audio channels of the recording and QMS got switched. This meant that the customer's audio appeared in the agent's channel and the other way around.

The recording file transfer to storage failed, which meant that the recording wasn't available. The transfer procedure is now improved to ensure smooth transfer. ID: SCC-12912

SIP glare was not handled correctly, causing problems, such as agents not being able to hang up calls.

A SIP invite with a Uniform Resource Identifier (URI) parameter value that contained a colon character separating the IP and port number caused a parsing error that led to the invite being rejected. ID: SCC-13687

In some systems, prompts didn't play for some time after system startup. This happened because MRS was slow to start if MRS RTP configuration had overlapping RTP port areas for prompts and recordings. ID: SCC-12683

Call Dispatcher crashed, causing all calls in the system to get disconnected, in some complex call scenarios where there were two related calls (for example consultation and transfer) and one of them wasn't timely disconnected.

Miscellaneous

Ad Hoc Prompt Management UI became slow due to browser improvements. ID: SCC-10544

Communication Panel users saw error messages about failed loading of conversation history and Dashboard users about too many results. This happened in a situation where a predictive campaign had been deleted. GET requests in queries RI/cmi/contacts and RI/rmi/contacts have been optimized to fix this. ID: SCC-11181

Failing database transaction could block interaction handling in the system and required a system (CEM) reset to recover.

Chat recovery feature has been improved to manage unexpected situations better such as longer database outages.

Fetching emails via OAuth method caused high CEM CPU usage.

Polyfill library has been removed and Internet Explorer support for Visitor Chat Client has been deprecated.

If there was a system failure, a technical error was sent to the customer.

The UseSecureLogging registry setting was not printed in the logs if its value was 0, and it was not applied in real-time.

Queue Dialer made an extra call in predictive mode if some agent was not ready or on pause but serving in the campaign queue.

The FactCEMContacts table had two indexes for RowId. The index IndRowID has now been removed.

Agents were logged out, and the virtual unit where ECF Frontend Server is located had to be restarted. To prevent this, ECF Frontend Server has been optimized.

Temporary files created during the processing of incoming email messages could eventually fill up the disk partition of the temporary directory. This was caused by ill-formed or otherwise unparseable messages being fetched from the email server repeatedly, and temporary files being created but not deleted each time. Now the system moves this kind of messages to the Unhandled subfolder on the email server and deletes unnecessary temporary files. It's now also possible to specify the directory for storing the temporary email files in Infrastructure Administrator (Variables for CEM Server > Local Directory for Temporary Files).

If the Windows Server name and instance name together exceeded the 30-character limit, the Reporting database package installation failed.

Performance has been improved when Agent Server constructs user data, such as queue assignment list and user's UI settings.

When detailed debugging wasn't enabled, the chat recovery event wasn't shown.

Data wasn't anonymized/deleted although retention time for the queue was defined and was less than the system-level retention times. ID: SCC-14294

Instance isolation wasn't applied to the connection to Data Collector.

Timing problem when deleting several users caused slowness and failures in user interfaces until RI was restarted. ID: SCC-16504

Reporting events were missing for the conversations that were created while the databases were switched to another instance in a database cluster.

Data Collector installation succeeded although the specified transaction file buffer directory could not be created.