Sinch Community

Symptoms Agents may experience inconsistent audio behavior or a complete loss of phone functionality within the Communication Panel. These issues often occur when the agent has the Communication Panel open in more than one browser tab or window simultaneously. Common symptoms include: One-way audio (the customer can't hear the agent, or vice-versa) The phone fails to connect calls The Communication Panel becomes unresponsive to call control commands   Cause Running multiple instances of the Communication Panel in different browser windows or tabs is not a recommended or supported configuration. Each browser window manages hardware permissions, such as access to the microphone and speakers, independently. When multiple Communication Panel instances are active, the browser can struggle to determine which window has the "focus" or primary control over the audio device. The problem is especially likely to occur if one of the browser windows does not have the necessary permissions to use the microphone. This conflict can prevent the telephony system from functioning correctly, as the audio stream does not have a stable, single audio path. Solution If an agent needs to use the Communication Panel in a separate window from another application (like a CRM), they should use the dedicated pop-out feature. This function is designed to open the panel in a new window while maintaining a stable session and clear control over audio devices. How to use the pop-out feature Instead of opening a new browser tab and loading the Communication Panel manually, agents should locate and click the pop-out icon within the Communication Panel interface. This action launches the Communication Panel in a new, separate window that is correctly linked to the primary session. This method is the official, supported way to work with multiple windows, for example, when using an embedded view like "My Conversations" within a CRM and having the full Communication Panel open alongside it. By using this feature, you ensure that audio controls are managed correctly, preventing the conflicts that arise from running multiple independent instances. ... View more

The following table will list released hotfixes for Sinch Contact Pro on-premise version FP21. To download the hotfixes, go to https://downloads.cc.sinch.com/ui/index.html .     Hotfix number Affected components Description 7.0.21.1 Call Dispatcher (CD) In some rare cases, Call Dispatcher stopped handling calls causing all calls in the system to get disconnected. 7.0.21.2 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. 7.0.21.4 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

Find out what’s new in the latest feature pack: What’s new See the list of improvements and bug fixes. Show and Tell Get a more visual overview of what’s included.   You can find the full documentation on the FP21 doc site.   For SAP-contracted customers, FP21 will be available once the SAP validation process is complete. ... View more

Check out what’s included in the 25Q3 release:   Show and Tell What’s new The rest of the 25Q3 documentation will be available on August 8, 2025. ... View more

Symptoms Contact Pro customers have reported various issues with the phone channel when using Google Chrome or Microsoft Edge browsers. The reported issues include: A delayed response from the Accept button The Accept button not being clickable Inability to log in to queues Based on the reported issues, we expect that the issue may not be limited to the specific problems listed above and could potentially impact the phone channel more broadly.   Solution Google Chrome and Microsoft Edge are based on the Chromium browser engine which has a bug in versions M135 and M136 (except version 136.0.7103.92/93). Therefore, we recommend upgrading your browser to version 136.0.7103.92/93.   For the Chromium error report, see https://issues.chromium.org/issues/414842421.   Note: Firefox browser isn't affected by this issue. ... View more

We're excited to announce that the full 25Q2 product documentation is now available! To view the new features and improvements, check out the What's new document. For a more visual overview, see the Show and Tell slide deck. ... View more

Contact Pro cloud and on-premise versions have dependency to Apache Tomcat component, which has been reported as vulnerable. This component is used in Communication Panel, Data Protection Officer (DPO), and Dashboard. However, neither the cloud nor the on-premise version is affected by the vulnerability CVE-2024-50379. ... View more

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 Server]SSL Provider: The certificate chain was issued by an authority that is not trusted. We'll investigate the issue and plan a solution for a future release. In the meantime, we recommend using Microsoft ODBC Driver version 17. This applies to all versions from FP14 onwards. ... View more

Here’s some compelling reading for the holiday season to help you gear up for the first release of 2025:   Show and Tell What's new We'll publish the full 25Q1 product documentation on January 10, 2025. ... View more

Another quarterly release is approaching! We now have the Show and Tell slide deck illustrating the content of the upcoming release 24Q4. Additionally, the What's new document is available for you to see the changes and fixes made. The full 24Q4 product documentation will be available on October 11, 2024. ... View more

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