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For Contact Pro on-premise customers experiencing one or both of the following issues: intermittent connectivity issues, such as terminated sessions. Agents are reporting that Communication Panel loses connection to backend and after a while reconnects. disconnected calls. Agents are reporting that calls are disconnected or there are problems with accepting a call.   Recommendation: enable Websocket Activity Check To address these connectivity issues, it is recommended to enable the Websocket Activity Check In Use parameter. This parameter activates a keep-alive mechanism based on the WebSocket protocol as defined in RFC6455. It works by sending periodic "ping" messages from the server to the client. The client, in turn, responds with a "pong" message. This constant "ping-pong" exchange ensures that the connection remains active and is not prematurely terminated by any network devices.    Where to enable the setting This parameter should be enabled for the Embedded Communication Framework (ECF) virtual units in Infrastructure Administrator. This applies to both agent-facing and customer-facing applications. See more about the parameter from ECF Web Server Variables.   Recommendation for Session Border Controllers (SBCs) In addition to the Contact Pro setting, it is also highly recommended to enable a similar WebSocket keep-alive or activity check parameter on your Session Border Controller (SBC). SBCs play a crucial role in managing real-time communication sessions and often have their own keep-alive mechanisms to maintain WebSocket connections. Enabling this feature on your SBC will provide an extra layer of stability and ensure that the connection is maintained end-to-end. For the specific parameter name and configuration instructions, see your SBC vendor's documentation.   By implementing these recommendations, you can significantly improve the reliability of client-backend connectivity in your Contact Pro on-premise deployment.       ... View more

We invite you to get a sneak peek at the new features and improvements by checking out our What's new document and the latest Show and Tell. The complete documentation set will be available on October 10, 2025. ... View more

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. 7.0.21.3 ECF Web Server Calls made with a Sennheiser device experienced call control issue 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. 7.0.21.5 RESTful Interfaces and ECF Web Server Addresses reported security vulnerabilities. For more information, see the release note of the hotfix. 7.0.21.6 ECF Web Server A recent browser update may cause Communication Panel to use the computer’s default microphone instead of the one the user has selected. This can be confusing on systems with several audio devices, where the intended device isn't the one actually used. Occasionally, the PDF feature failed to show or print the conversation's text. Updating the style sheet and setting Arial as the new default font fixed the issue. ... 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