Sinch Community

Symptoms Running Communication Panel in SAP Service Cloud (C4C) fails: Users are unable to log in to the embedded Communication Panel.   Solution You need to allow third-party cookies in the browser.   Edge: Open Settings > Cookies and site permissions > Manage and delete cookies and site data. Or type edge://settings/content/cookies to the address field and press Enter. Scroll to the Allow section. Click Add. Type the CRM address https://myxxxxxx.crm.ondemand.com/ and select Include third-party cookies on this site.   Chrome: Open Settings > Privacy and security > Cookies and other site data. Or type chrome://settings/cookies to the address field and press Enter. Scroll to the Sites that can always use cookies section. Click Add. Type the CRM address https://myxxxxxx.crm.ondemand.com/ and select Including third-party cookies on this site. ... View more

The following is relevant to all users of Contact Pro’s System Configurator.   We will discontinue support for Java 8 and move to Java 11 and 17 with the Contact Pro 23Q2 release. We encourage all customers to move to Java release 11 or 17 as Java 8 is already at end of active support and receives only security updates. We are taking this action to ensure data security and to maintain software performance.   For release schedule, please see Release Schedule (sinch.com).    What do I need to know and why is this information important for me? After the 23Q2 upgrade you won’t be able to open System Configurator (SC) if you have Java 8 installed on your workstation. We recommend you start adapting to the change early enough to avoid problems.   What do I need to do before the 23Q2 upgrade? To ensure flawless operations after the upgrade we recommend you approach your IT administrator already now to schedule necessary installations on your workstation early enough.   The action your IT department is required to perform at the latest when Contact Pro is updated to 23Q2 release is to install Open Web Start (https://openwebstart.com) on your workstation. This application is required as Oracle has removed the Web Start feature from newer Java releases and SC relies on the feature.   Note: You may be able to perform the installation yourself, if you have administrative rights on your workstation.   Can I install and use Open Web Start before the 23Q2 release? Yes, with the current 22Q4 and the upcoming 23Q1 releases we support Java releases 8 and 11. Therefore, you can already now configure your Open Web Start to use Java 11. As Java 11 remains supported, you don’t need to change anything after the Contact Pro upgrade.   Install local Java 11 JRE or JDK either from Oracle or Azul. Install Open Web Start https://openwebstart.com/download/ . Open Web Start automatically downloads Java 17 which is not yet supported by Sinch. You therefore need to either to deactivate or remove the automatically-installed version 17. Launch the Open Web Start console, navigate to JVM Manager page and click the three dots to do the action (purple square on picture below). To discover a local version on your workstation, click Find local button. Installed versions should appear on the list.   Done! Now you are ready to launch SC again!   How about macOS users? Support for SC on macOS and SC will be introduced in the 23Q1 release. Since macOS users already use newer Java versions, no actions are required. Note that Java 11 version is the preferred version with macOS for now.   How about on-premise? We will discontinue support for Java 8 in FP20, which has no scheduled release date yet. However, on-premise customers who are on FP14 and later can already now start using Java 11. The guidance above on how to use Open Web Start and Java 11 is valid for on-premise customers as well. For application server the recommendation is to start using newer Java as well.   FP14 to FP18: the recommended Java is 32-bit or 64-bit Oracle Java, either version 8 or 11 Upcoming FP19: the recommended Java is 64-bit Azul Java, on version 8 or 11. Oracle Java is supported as well.   Questions? We are happy to answer questions in this community thread.   ... View more

Symptoms Installation of standard reports fails due to lack of access to WicomTranslator.dll. This is indicated in reporting services installation log.   Solution To succeed with the installation, grant full control for the WicomTranslator.dll file for the user who installed SSRS.     ... View more

When opening a BO report in Chrome or Edge version 110+, the web page gets stuck at "Retrieving Data" and keeps loading indefinitely.    This issue is caused by a defect in Google Chrome Version 110+ or Microsoft Edge Version 110+ frame APIs. SAP and Chromium project are working on a fix.   https://answers.sap.com/questions/13813042/web-intelligence-42-issue-with-chrome-and-edge-110.html   As a workaround, use: non-Chromium browser (Firefox, IE11, Safari) or the previous version of Chrome or Edge For cloud customers: Subscribe to updates at https://status.sinch.com/incidents/jv0kbspdvlqg.    For on-premise customers: For more information, see the SAP Note 3299450.  ... View more

We would like to share the key features and improvements made in the 22Q4 release.    'Show and Tell' which is from the perspective of our pre-deployment 'What's New' which is our post deployment document providing the complete list of features and fixed issues Our apologies for the delayed announcement all - but better late than never  🙂 ... View more

Symptoms Notification popup isn't shown when there's an incoming conversation on your Windows workstation.   Solution Go to your browser's notification settings: -Chrome: Settings > Privacy and security > Site settings > Permissions > Notifications -Edge: Settings > Cookies and Site permissions > Notifications -Firefox: Settings > Privacy & Settings > Permissions > Notifications Enable notification sending. Add Communication Panel URL as an allowed site. Confirm your notification behaviour from Windows Settings > System > Notifications & actions.   ... View more

Symptoms There's a new feature, memory saver,  in Chrome browser version 108. This is enabled by default and can affect Communication Panel use.   Solution We recommend disabling this feature with Communication Panel. Go to Chrome settings > Performance and add Communication Panel URL to the exception sites list.   For more information about the Chrome function, see https://blog.google/products/chrome/new-chrome-features-to-save-battery-and-make-browsing-smoother/.   For information about browser sleep mode, see Accepting calls when browser in sleep mode. ... View more

Symptoms After accepting a call, the call isn't connected.   Solution Microsoft Edge and Google Chrome have introduced settings to improve performance: Sleeping tabs in Edge (https://blogs.windows.com/msedgedev/2022/04/07/sleeping-tabs-edge-100-improvements/) Memory saver in Chrome (https://www.gizchina.com/2022/09/15/chrome-browser-introduces-memory-saving-power-saving-mode/) When the Communication Panel tab is put in sleep mode, it loses the connection to the backend. Check if your browser is using the sleeping tabs/memory saver setting either as a system setting or an extension. If yes, disable it or add the Communication Panel URL to the site exception list. For information about memory saver, see Memory saver mode in Chrome.  ... View more

From now on Sinch Contact Pro (cloud release) maintenance notifications will be available from https://status.sinch.com/. This will be the only channel for our cloud customers to get notifications about coming maintenance windows for Contact Pro. Please note that no separate emails will be sent anymore.   To ensure that you will get notifications, do the following:   Go to https://status.sinch.com/. Select Subscribe to updates.    Enter your email address and select Subscribe via email.   Note that at the first phase only maintenance notifications (and not incidents) can be subscribed. Currently only email channel is used. Select the product areas from which you would like to receive the notifications.   Note! If you do not want notifications from all our Sinch product areas, click Select all and after this Select none.    Now you can select the notification areas:  For Sinch Contact Pro, scroll the page until you find SaaS Applications. To choose the right region, click the box next to the region. EU = Europe, NA = North America, AU = Australia and AF = Africa.   Then click Save.   At the top of the page, you can see the following information: Component subscription saved. After this, you should receive an email to confirm your subscription. Go to your email and confirm.   You can unsubscribe the order anytime by selecting Unsubscribe from updates.     If you have any questions, please contact our Sinch Contact Pro support via our portal https://tickets.sinch.com/servicedesk/customer/portal/59. Please also note that all the Contact Pro related incidents will be reported via the above link to our support team. Do not use the Report Incident tab on the status.sinch.com page as it will not be routed directly to our specialized Contact Pro team. You can find our release schedule here https://docs.cc.sinch.com/cloud/releaseschedule/en/Release_schedule.pdf.  ... View more

Prerequisites To manage callback requests, you need the Statistics Details rights to the queue in which the callback request was created. We recommend that you manage rights via a group.      Symptoms There is a pending callback request you want to remove.   Solution 1 Communication Panel has a function to mark pending callback requests as handled from the history view after which the system won’t call the customer back. If the customer has generated multiple callback requests, the callback calls will be made per schedule unless you mark them also as handled.   Open Communication Panel. Go to the history view, and to find the request, use the advanced search. Use as a filter either: conversation type: callback requests    or  phone number    4. Define the date range and click Search. Both search options return the callback request. The icon indicates that the conversation is a callback request.   5. To see more details, hover the mouse cursor over the icon.      6. To mark the callback request as handled, click the row or select Show Details after clicking the phone number.    7. In the details view, click the button Mark as Handled. This removes the callback request from the queue.  8. To insert a comment why the callback request was marked as handled, use internal notes.      Solution 2 You can also manage callback requests via a restful interface. The interface allows creating, modifying, and deleting callback requests. This also requires the Statistics Details right. For more information, see https://docs.cc.sinch.com/cloud/api/CMI.html#callbacks.     ... View more

We recommend that you update your Chrome to 103.0.5060.114 as soon as possible as the update includes a security fix for the following:   High CVE-2022-2294: Heap buffer overflow in WebRTC. Reported by Jan Vojtesek from the Avast Threat Intelligence team on 2022-07-01   For more information about the update, see https://chromereleases.googleblog.com/2022/07/stable-channel-update-for-desktop.html. ... View more

As Sinch has successfully tested Microsoft SQL Server 2019 with Sinch Contact Pro release FP18, SQL Server 2019 is now supported. Documentation will be updated accordingly later. ... View more

The following table lists released hotfixes for Sinch Contact Pro on-premise version FP18.  To download the hotfixes, go to https://downloads.cc.sinch.com/ui/index.html.    Hotfix number Affected Components Description 7.0.18.1 CEM Server Email HTML style breaks 7.0.18.2 CEM Server Operative Database Server Fixed issues: E-mail parsing fails with 'Content-Type header(s) not found' OAuth error blocking email reading IMAP enhancements Issue with CEM database connections IMAP connection closed due to long pending database transaction Missing email attachment in Communication Desktop (CDT) Incorrect number of voicemail notification retries All threads executing transactions to a certain database are blocked A pending email blocks auto-allocation to an agent 7.0.18.3  SBR Calls are being interrupted after approx. 20 seconds. 7.0.18.4 Monitoring Web Clients Directory Database Server Monitoring Database Server Operative Database Server Reporting Database Server Issues fixed: CDT and Online Monitoring show incorrect agent status Operative db installation fails on SQL 2014 and older Monitoring db installation fails on SQL 2012 7.0.18.5 ECF Web Server Java logging component Apache Log4j security issue 7.0.18.6 ECF Web Server Security fixes 7.0.18.7 ECF Web Server SAP UI5 1.71.23 End of Cloud Provisioning-->update to 1.71.44 7.0.18.8 OII Timing issue with CRM integration caused handled emails to be shown in queue. 7.0.18.9 Call Dispatcher No ringing tone with MTD activated to Cisco 7.0.18.10 Agent Server CEM Server ECF Web Server Fixed issues: Outbound predictive mode after customer consent: the call ended after being in queue for a short time Reporting for campaigns run from Queue Dialer in predictive mode failed Database performance Cursor issue in Communication Panel 7.0.18.12 Agent Server CEM Server Issues fixed: Outbound Queue Dialer campaigns hanging in dialer status "CLOSING" Incorrect values in outbound reports for predictive calls Contact allocation may stop using Queue Dialer in the preview mode 7.0.18.14 Agent Server ECF Web Server Issues fixed: Communication Panel added original destination queue address accidentally to the TO field when "Reply All" was selected Auto-answering with outbound campaign calls didn't always work Profile queue group wasn't working 7.0.18.15 OII Wrap-up issues 7.0.18.16 Restful Interfaces RI high memory usage on startup 7.0.18.19 Web Clients It was possible for CDT 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. 7.0.18.20 Agent Server Call out missing CAD when Communication Panel integrated to SAP CRM IC 7.0.18.21 Call Dispatcher Deletion of MRS link in System Configurator could cause a Call Dispatcher (CD) crash when log headers are printed during log file change. 7.0.18.22 OII Callback scenario in Communication Panel and SAP CRM IC integrated scenario 7.0.18.23 N/A 7.0.18.24 SMS Sender When sending rich content to social channel(s) via Sinch Conversation API, sending failed with http 400 error. The error is visible in SMS Server logs.   7.0.18.25 ECF Web Server This hotfix updates SAP UI5 version that is used within Communication Panel and Date Protection Officer user interfaces. 7.0.18.26 CEM Server Callback re-allocated although marked as handled. 7.0.18.27 Agent Server Script results not saved in certain email scenarios 7.0.18.28 ECF Web Server SAPUi5 moves to Patch-Level Independent Bootstrap approach. Jabra devices: ringing continued after user declined a conversation. 7.0.18.29 CEM Server CDT supervising issue in multi-CEM environment 7.0.18.30 CEM Server Agent Server Deleting outbound campaign customer while the customer is being called generates several problems 7.0.18.31 Integration Interfaces Presence synchronization via Presence Synchronization Interface (PSI) was interrupted due to a PSI internal error. ... View more

The following table lists released hotfixes for Sinch Contact Pro on-premise version FP17.  To download the hotfixes, go to https://downloads.cc.sinch.com/ui/index.html.    Hotfix number Affected Components Description 7.0.17.3 CEM Server, Agent Server Calls are not allocated to agents from outbound campaigns; Sytel dialer forces CallResult = HANGUP 7.0.17.4 Agent Server, CEM Server, Chain Matcher, Chat Server, Monitoring Web Clients, SMS Server, Web Clients, Web Server The Communication Desktop (CDT), Online Monitoring, and Web Server bugs affect some components. 7.0.17.6 Agent Server ECF agents not visible in SAP CRM via OII Alerting campaign call cannot be disconnected with the Cancel button when a campaign call has been initiated in Communication Panel 7.0.17.7 CEM Server Issues fixed: Call is not re-allocated to an agent after connection failure in Communication Panel Outbound campaign issue: Calling time for campaign not started Email parsing fails if Content-Type header is missing OAuth error blocking email reading Attachment with special characters is missing for incoming email in CDT Call is not re-allocated to Communication Panel agent after connection failure Failed to convert HTML email body with special characters to text Old emails are not deleted from email server Incoming email is not parsed correctly if header field contains special UTF-8 character(s) without encoding IMAP connection to email server gets closed due to long pending database transaction Operative database query failing due to being too complex 7.0.17.8 SIP Bridge SIP calls are being interrupted after approx. 20 seconds 7.0.17.9 Monitoring Web Clients Security update for monitoring 7.0.17.10 ECF Web Server Java logging component Apache Log4j security issue 7.0.17.12 ECF Web Server SAPUI5-based UIs are upgraded to use version 1.71.44 of SAPUI5 (instead of 1.71.23) Security updates   7.0.17.13 CEM Server Issues fixed: Outbound predictive mode after customer consent, call ends after being in queue for short time Reporting for campaigns run from Queue Dialer in predictive mode fails 7.0.17.15 Agent Server CEM Server Issues fixed: Outbound Queue Dialer campaigns hanging in dialer status "CLOSING" Incorrect values in outbound reports for predictive calls Contact allocation may stop using Queue Dialer in the preview mode 7.0.17.17 SIP Bridge Missed recordings, customer opting for a callback while in queue messes up call allocation to MTD phones. 7.0.17.18 ECF Web Server Auto-answering with outbound campaign calls didn't always work 7.0.17.19 Restful Interfaces RI high memory usage on startup 7.0.17.20 Integration Interfaces OII enhancement for creating conference function 7.0.17.21 CEM Server Monitoring Database Server Reporting Database Server Issues fixed: Communication Panel - admin event missing for mon purposes "wrapup" CEM Queue Dialer OPER_LOGOUT in PREVIEW fails Probem when one queue reads more than one email addresses using OAuth Monitoring Database Server: CDT and OM sometimes show incorrect counts of available agents Reporting database installation fails on SQL 2014 7.0.17.22 Call Dispatcher Deletion of MRS link in System Configurator could cause a Call Dispatcher crash when log headers are printed during log file change. 7.0.17.23 N/A 7.0.17.24 SMS Sender When sending rich content to social channel(s) via Sinch Conversation API, sending failed with http 400 error. The error is visible in SMS Server logs. 7.0.17.25 ECF Web Server This hotfix updates SAP UI5 version that is used within Communication Panel and Date Protection Officer user interfaces. 7.0.17.26 ECF Web Server Upgrade for SAP UI5 version 7.0.17.27    CEM Server Several callback corrections ... View more

Microsoft has announced that the Internet Explorer browser will be retired (https://blogs.windows.com/windowsexperience/2021/05/19/the-future-of-internet-explorer-on-windows-10-is-in-microsoft-edge/). Therefore, we would like to remind you that Communication Desktop (CDT) and Online Monitoring are legacy user interfaces running on Microsoft Internet Explorer/Microsoft Edge in the IE mode, and we recommend to start using Communication Panel and Supervisor Dashboard which are running on modern browsers. However, Sinch has no plans to end supporting CDT and Online Monitoring, and customers will be informed beforehand if the situation changes. Note that:   Microsoft has announced Internet Explorer End of Life at June 15, 2022. Support for IE mode on Microsoft Edge is promised at least until the end of 2029 (https://docs.microsoft.com/en-us/lifecycle/faq/internet-explorer-microsoft-edge). For announcements from Sinch Contact Pro, check this Community page. From FP16 onwards, you can use CDT and Online Monitoring with Edge in the IE mode. Older versions do not have official support for the IE mode, and Sinch is not responsible for fixing found issues related to using CDT or Online Monitoring with Edge in the IE mode in older releases.   Also note that if you uninstall Internet Explorer from workstations, Edge IE mode will stop working. For information about configuring Edge IE mode, see Microsoft documentation. ... View more