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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 - In process 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 ... 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

Symptoms When an agent answers a call in SAP CRM Interaction Center integrated scenario, there's only one-way audio. If the call is answered from Communication Panel or is an outgoing call, the audio is normal.   Solution We are now working to provide a fix. For fix updates, see messages in this post. Meanwhile the workarounds are either to: accept calls from Communication Panel or to define auto-answering for Communication Panel. For configuration, see Communication Panel settings in System Configurator. place a call on hold and resume the call ... 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

We are happy to announce the content of the quarterly release 24Q1. 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 24Q1 product documentation on 19 January 2024. ... View more

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 embedded CP inside iFrame can no longer talk with the pop-out CP. This happens because the browser now considers the messages from BroadcastChannel (which the pop-out CP uses) from within iFrame to be originating from the top-level domain and not the iFrame’s domain. BroadcastChannel messages can be received only within the same domain. Therefore listeners on sinch.com side no longer receive the messages and the pop-out CP can’t synch with the embedded CP.   Solution To fix pop-out CP and My Conversations view, disable the setting for some browser, for example Edge, and then dedicate that browser for using the host app and CP: Chrome: chrome://flags/#third-party-storage-partitioning -> set value to Disabled. Edge: edge://flags/#third-party-storage-partitioning > set value to Disabled. Firefox: Disable setting privacy.antitracking.enableWebcompat. The setting can’t be updated via a Group Policy so you need to do this on each computer.   The issue is caused by a security feature. The purpose of this new feature is to prevent websites from tracking people’s browsing habits. But it also affects legitimate use of BroadcastChannel and other APIs. For more information, see storage partitioning. ... 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

We have decided to cease supporting the legacy agent user interface CDT from our Sinch Contact Pro on-premise offering. The last on-premise version with CDT support will be FP20, and from FP21 onwards we cannot guarantee that CDT will further function. The reasons behind this decision are (1) We have not developed CDT for some time as our focus is on Communication Panel. And (2) CDT is based on Internet Explorer technology, which doesn’t meet today’s security requirements.   We highly recommend that you start adopting the modern and more capable agent user interface, Communication Panel (CP). The CP agent interface has already proven its power in our Contact Pro cloud offering, and we encourage you take advantage of its capabilities! Kindly watch this demo on YouTube  Sinch Contact Pro: Communication Panel overview and feel free to contact us in case of any questions.   What does sunsetting CDT mean? Although, FP21 (and onwards until announced) will continue to contain the CDT code and its associated components, we will no longer run any quality assurance testing of CDT. Development of new features in Contact Pro may mean CDT functionality is excluded. Note that this also affects all components that are used by or with CDT, such as terminal, mctabuff, and vwvideo.   Steps towards using Communication Panel Certain changes are required in your Contact Pro infrastructure before you can use Communication Panel: You must add Embedded Communication Framework (ECF) components to your Contact Pro installation. This package enables user interfaces such as Communication Panel and Dashboard. To enable voice in Communication Panel you need to have a WebRTC proxy device in your network infrastructure. Our recommendation is to use AudioCodes, for which we'll provide configuration guidance. Q & A Q: If I wish to continue using CDT, should I stay on FP20? A: Yes.   Q: Does FP20 have a longer maintenance period because of this? A: No. Sinch will consider extended maintenance periods on a per-customer basis. Each case will be evaluated separately by Sinch. Please create a ticket for such a request. Q: How long is FP20 maintained? A: Please see Maintenance Cycle (sinch.com). Q: What happens to Online Monitoring (OM)? A: Online Monitoring will continue to be supported; however, Dashboard will eventually replace Online Monitoring. Q: Are other WebRTC-capable proxies supported? A: We ensure compatibility only with AudioCodes. However, we are aware of customers and partners who have implemented an open-source alternative called Kamailio, which has proven to work well. For help with implementation project, you can reach a partner directly, the partners are Prominion (EMEA & MENA) and Covington (NA). Q: I have a custom softphone that runs next to CDT. What should I do? A: We recommend you get familiar with the functionality of Communication Panel, as Microsoft is planning to drop Edge IE-mode by 2029. You should stay on FP20 if you wish to continue using your custom softphone.   Q: I want to move to Communication Panel and consider moving to cloud at the same time. Can someone help? A:  Sinch can help with this. See our post Considering moving to cloud        ... 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