Symptoms You may come across different kinds of audio issues in Communication Panel (for example, the first call of the day being muted). Solution Check the following settings on the user’s workstation. Disable Windows power-saving settings New Windo...
We've identified a significant change in Microsoft ODBC Driver version 18 that causes database connection failures due to certificate-related errors. When testing the connection, you receive the following error: [Microsoft][ODBC Driver 18 for SQL Ser...
Symptom When running the System Configurator (SC) from the Remote Administration Tools, the jnlp file fails to load. This happens because the Remote Administration Tools uses HTTP protocol and SC uses HTTPS (Secure Socket). The SC log shows: com.sun....
Symptoms: You've updated your Open Web Start to the latest version and now SC gets stuck. Solution: The issue is caused by either the latest version of Open Web Start or Java version 21. We recommend to downgrade Java from 21 to 17. If this doesn't h...
Symptoms: Special characters such as ē, ģ, and ņ are not showing in BusinessObjects (BO) reports. Solution: Select the value Yes for the query script parameter UNICODE_STRINGS in BO.
This affects embedded Communication Panel (CP) use with the pop-out window. This doesn’t affect: normal CP use in a standalone browser window or tab embedded CP that doesn’t use the pop-out window Symptoms When a host application embeds CP, the embed...
Symptoms Launching CDT or Online Monitoring with HTTPS causes crash on Windows Server 2022. Reason Sinch Contact Pro webclient module does not support HTTP/2 which is enabled by default in IIS 10 (Windows Server 2022). Solution Disable HTTP/2 for HTT...
SymptomsReporting couldn’t collect data for a specific date/time from the Monitoring database. Solution1. Check if the History database has data for the date/time in question. a) Connect to the database using Microsoft SQL Management Studio.b) Go to ...
SymptomsThere is data for a particular date/time in the XXX_Monitoring_History database but the same data is not available in the XXX_DSArea database. To recollect it, you need to copy the data from the History database to the DSArea database. You do...
Applies to Sinch Contact Pro version FP19 SymptomsYou are not able to get Sinch Chat working even though the configuration is done according to documentation. SolutionChange the address from @sinchchat.sinchconversation.com to @nativechannel.sinchcon...
SymptomsCommunication Panel remains active even when there's no active call. Agent can also hear background noise when there's no call. SolutionThe functionality works as designed. By keeping the audio channel open for Communication Panel the connect...
Applies to Sinch Contact Pro from version FP18 onwards Symptoms There is an issue with Sinch Contact Pro and Conversation API or Sinch SMS integration, such as: Mobile originated (MO, from mobile to Sinch Contact Pro) messages are not received. Mobil...
Symptoms An agent isn't automatically set as Not Ready although they haven't accepted allocated conversations from a queue. Prerequisites You must have rights to modify the specific queue and the user settings template. Solution You need to define th...
This procedure is for on-premise system integrators to customize environments. The UI setting for this function is Forwarding Destination for Scheduled Queue Close in System Configurator > Queue Management > Contact Management. SymptomsQueuing conver...
Symptoms A conversation is offered to an agent for a too long or short time in Communication Panel. Prerequisites You must have rights to modify the specific queue or channel. Solution You need to change the time on either the channel or queue level....