Sinch Community

The following table will list released hotfixes for Sinch Contact Pro on-premise version FP20. To download the hotfixes, go to https://downloads.cc.sinch.com/ui/index.html .   Hotfix number Affected components Description 7.0.20.1 OII Collection of OII fixes made for previous releases 7.0.20.2 ECF Web Server  Collection of UI corrections 7.0.20.3 - Hotfix doesn't exist 7.0.20.4 CEM Correction to address Python vulnerabilities in CEM package   Highly recommended for all customers 7.0.20.6 - Hotfix doesn't exist 7.0.20.7 Call Dispatcher (CD), Media Routing Server (MRS), and SIP Bridge Audio of third party in a conference was not properly included in the recording. SIP glare was not handled correctly, causing problems, such as agents not being able to hang up calls. In a complex call scenario where Quality Monitoring Server (QMS) and Multiterminal Desktop (MTD) / Simultaneous Ring Mode (SRM) are in use, hub processing failed in Media Routing Server (MRS) and caused missing RTP streams. 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 customer’s audio appeared in the agent’s channel and the other way around. 7.0.20.8 RI Incorrect value for waiting duration 7.0.20.9 ECF Web Server Connection to Agent Server silently lost 7.0.20.10 Integration Interfaces 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 mark. 7.0.20.11 Reporting Database Server A subtype for internal action item was missing from reporting, which caused issues with customers' reports.  7.0.20.12 ECF Web Server Dashboard failed to send SMS to all recipients. 7.0.20.13 OII When Contact Pro is integrated with SAP CRM via the SAPphone interface and a call is answered in CP and disconnected, CP goes to wrap-up but OII ends it immediately. Now OII doesn’t end wrap-up if user is not subscribed to the ICI interface. 7.0.20.14 ECF Web Server Several fixes to Communication Panel 7.0.20.15 ECF Web Server Several fixes made related to the window sync mechanism used between embedded CP and pop-out CP 7.0.20.16 Call Dispatcher (CD) and Media Routing Server (MRS) When a consulted party left a conference call, but the caller and consulting agent continued talking, audio issues occurred in environments without MRS for recording, QMS, NAT this resulted in caller stream going directly to agent instead of the conference HUB, which caused one-way voice issues where caller could not hear agent. 7.0.20.17 ECF Web Server Dial tone didn't end after calling a logged-out agent. 7.0.20.18 Call Dispatcher (CD) 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. 7.0.20.20 ECF Web Server After restarting the PC, the first outgoing or incoming call had no audio. CP blocked emails if the “To” address contained Scandinavian letters. 7.0.20.22 OII Ready button on the SAP CIC0 telephony interface does not end the wrap-up time when using Communication Panel. This hotfix will add an optional registry setting SAPphoneEndWrapUps which can be used to disable the feature by giving value 0. ... View more

  Here’s the Show and Tell slide deck illustrating the content of the quarterly release 24Q3. In addition, we’ve just released the first version of the What’s New 24Q3 document, which lists the changes and fixes made. The full 24Q3 product documentation will be available on August 9, 2024. ... View more

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.deploy.net.FailedDownloadException:Failed to load resource: http://[host ip]:[PORT]/remoteadmin/sc.jnlp at com.sun.deploy.net.DownloadEngine.actionDownload(Unknown Source)...   The limitation is in the installation media and what it writes to the sc.jnlp file. <jnlp spec="1.0+" codebase=" http://<web_address>:<http_port>/remoteadmin" href="sc.jnlp ">   Solution   Manually edit the jnlp file to change the protocol to HTTPS and port 443. This is located under the Virtual Unit (VU) where the Remote Administration Tool package has been installed in the  <VU>/web/remoteadmin folder. Recreate the client certificate by adding "KeyUsage = 0xa0" to the inf file. Replace the certificate and restart the VU.   Note All manual changes are overwritten in updates. ... View more

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 help, revert Open Web Start to the previous version. ... View more

We are happy to announce the content of the quarterly release 24Q2. The Show and Tell slide deck highlights the key features and improvements made in this release. The advanced publication of the What's New document lists the changes and corrections made. We will publish the full 24Q2 product documentation on 19 April 2024. ... View more

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.   ... View more

The current certificate is expiring and needs to be renewed. While renewing, we will also change the issuer from DigiCert to Sectigo. Both DigiCert and Sectigo are widely trusted certificate authorities, but it is Sinch company policy to use Sectigo certificates.   New certificates will be taken into use during the upcoming quarterly maintenance window (starting January 20th, 2024).   With the new certificate, the issuer for cc.sinch.com is changing from Digicert CA to USERTrust RSA Certification Authority (friendly name Sectigo).  Therefore, you need to ensure that the new issuer is trusted on agents´ workstations and systems using integrations, such as OII, RI, and SIP trunks. NOTE: Please inform your SIP trunk provider of this change. If you are using corporate SIP server please ensure Sectigo certificate is trusted.   USERTrust RSA Certification Authority root certificate (friendly name Sectigo) is globally known, trusted, and typically is already installed by default in Windows and MacOS environments.   Please find the root certificate attached as well as an intermediate certificate in case it is required by your application. Download the certificate(s) and install those per your company policies to the trusted root and intermediate certificate stores on your environment.  NOTE: After downloading the file(s), change the extension from .txt to .cer.   To test the certificate trust, click the test page https://certificatetest.cc.sinch.com.  If your certificate is not valid, there will be Not Secure alert in address bar.     If the certificates are not properly installed, the connections to *cc.sinch.com addresses will fail after the quarterly maintenance.   ... View more

Whether you are an existing on-premise Contact Pro customer looking to migrate to the Contact Pro cloud or a new customer seeking a contact center cloud solution, then you've arrived to the right place   Sinch Contact Pro cloud offers:   Cloud - Contact Pro is offered as a hosted cloud contact center CPaaS solution - We take care of the software and maintenance Software - As Sinch develops and hosts Contact Pro your cloud tenant is always up-to-date New features faster - Cloud tenants are updated per our quarterly releases As standard - Fully cloud-based omnichannel agent UIs of Communication Panel and Dashboard Integrate - We integrate with SAP, Salesforce, ServiceNow and offer our own APIs for WFM, CRM  Easy transitioning - Move from on premise to cloud with the same provider, keeping users and other configuration in place   Learn from experience Arytza is an international food company who was an on-premise customer of ours. They decided to move to the cloud and found the move positively impacted their customer service and sales. Find their success story here: Journey to the cloud   We have a YouTube channel with many videos showing the latest Communication Panel in action.   We are happy to discuss further with you!   Please reach out to our Contact Pro Specialist Sales Team: Mika Pitkänen mika.pitkanen@sinch.com   Ville Olanterä ville.olantera@sinch.com ... View more

Symptoms Reporting couldn’t collect data for a specific date/time from the Monitoring database.   Solution 1. 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 XXX_DSArea database and select it. c) Copy the following script and execute it:   select convert(varchar(13),TimeStamp,121), count(*) from TAContactLog group by convert(varchar(13),TimeStamp,121) order by convert(varchar(13),TimeStamp,121   2. If no data exists in the DSArea database, check if the Monitoring History database server "XXX_History" has historical data for the given date/time.    a. Run the same query as above.  b. If data exists, you'll need to use the CopyLogData tool to copy the history data from the Monitoring database server  "XXX_History" into the "XXX_DSArea" database. For more information, see Copying data from History database to DSArea database.   3. If data exists, use the rollback function to delete the dates in question. This step is only needed if the report has some data. This is done to avoid duplicate values.   a. Open Online Monitoring and go to Tools > Reporting Settings. b. In the DTE Reporting view, select the date/time and click Roll Back.   4. To recollect the data, run the Data Transformation Engine (DTE) job for the days:   a. Run Command Prompt as an administrator. b. Locate the BCM_DTE.exe file. This should be under the Reporting database installation \contents\bin directory, for example C:\Sinch\Contact Pro\Reporting Database Server\contents\bin. c. Change directory to the above path and enter the following in the command line: "BCM_DTE.exe [VU_Name] "YYYY-MM-DD HH:MM:SS" "YYYY-MM-DD HH:MM:SS".  For example: BCM_DTE.exe ACME_Reporting "2013-10-30 22:00:00" "2013-10-31 13:00:00”  The time period doesn’t have to be full hours. You can use a period of 15 minutes.   NOTE: The start and end time parameters are always UTC time, so when you are recollecting the data, you need to pay close attention and convert your local time to UTC or else you could be risking missing some data.   5. If you use Micorsoft Reporting Services reports, run database full process either by:   • Executing the "XXX: Reporting OLAP database management" found in Microsoft SQL Server Management Studio -> SQL Server Agent -> Jobs -> "XXX: Reporting OLAP database management". This will run the Process Full.   or   • Manually running the Process Full directly against the OLAP database:   a. Connect to the Analysis Services Engine using Microsoft SQL Management Studio. b. Right-click on the OLAP database and then choose Process. c. Make sure the process type is set as Process Full and then click OK.   ... View more