Release Notes: Fixed & Known Issues

Spring 2022 Cumulative Update 6

Published May 24, 2022*

ACD

• When users downloaded the call suppression list or template in any language, they received the English list or template. (AUI-15099)
• When SIP calls went to an inactive point of contact, the response was 180 SIP ringing instead of a 403 error. (ORC-15840)
• When a user added all unavailable codes to a team that already had unavailable codes assigned to it, all unavailable codes were removed from the team. (AUI-15154)

Digital First Omnichannel

• For some new DFO-enabled environments, presence sync wasn't enabled. This caused cases to not show as routing in the CRM. (DE-30557)
• When case storage was enabled, SMS interactions would sometimes get disconnected from their cases. (DE-30301)

IEX WFM

• Rarely, IEX and the IEX_Queue_15min Data Download Report showed conflicting data for received calls. (INT-33280)

MAX

• The address book showed the Team list even when the agent's role restricted access to all teams. (API-9005)
• MAX would sometimes associate inbound calls with the wrong ACD skill. This only occurred when the IVR script called two ReqAgent actions in a very short time span. (ORC-15935)
• In environments where RTIG is enabled, agents were getting stuck in the ACW state. (MAX-10764)

Studio

• When users tried to save a script that used APIs to add or remove tags for a contact, Studio showed an error and closed. (API-8969)

Spring 2022 Cumulative Update 5

Published May 3, 2022*

ACD

• Accessing an ACD user profile sometimes resulted in an error. (AUI-14301)
• Some callbacks didn't have a contact end reason. (ORC-15561)
• Adding unavailable codes to a team from the Teams interface failed. (AUI-14640)

API

• Contact reports returned errors when campaigns were added. (API-8804)

Data Streams

• In environments where logging was enabled for both the database and Steam, customData wasn't being reported in the IVR logs. (ORC-14811)

Digital First Omnichannel

• Editing a digital ACD skill inside the ACD Skills page changed the media type to "unknown media". (DE-30111)

MAX

• The Productivity report didn't show updated data when the start date changed. (MAX-10658)
• When agents transferred by skill in the address book, they were able to see agents that their security profile restricted. The restricted agents appeared as "undefined" users under that skill. (MAX-10545)

Virtual Agent Hub

• Bot provider intent didn't populate for the UserInputNotUnderstood or UserInputTimeout branches. (AAI-2539)

Spring 2022 Cumulative Update 4

Published April 12, 2022*

ACD

• Changes to global cluster settings by NICE CXone produced many duplicate event entries. (ORC-14882)

Admin

• The Assigned Users tab didn't show the Add Users button when a team profile had users assigned to it. (UH-20135)
• In some environments, attempting to open Points of Contact resulted in a platform error. (AUI-14128)

Digital First Omnichannel

• In some cases, emails sent from a script were missing their attachments. (DE-28831)

MAX

• The text boxes and Play button in Settings > Integrated Softphone didn't display correctly. (MAX-10222)

Personal Connection

• Agents didn't receive contacts in some environments where both Omnichannel Session Handling and priority blending were enabled. (ORC-15046)

Reporting & Dashboards

• Custom report schedules timed out and had to be run manually instead. (ORC-15161)

Studio

• The Sqlexec and Sqlclose actions always took the error branch, resulting in a Studio error code each time one of the actions ran. (STX-9783)
• Sometimes when a script was uploaded via the API, the Menu branches disappeared. (STX-9510)

Spring 2022 Cumulative Update 3

Published March 22, 2022*

ACD

• Custom priorities set on a chat ACD skill were ignored when a chat was transferred to another ACD skill. (ORC-14066)
• Validating a business unit failed if another business unit had the same ID, regardless of whether it was active. (PDO-5661)
• Environments that moved to User Hub lost their previous time zone setting. (OCT-4346)
• Work items with certain script elements would time out and not return to the queue. (ORC-14545)

Agent

• Agents were sometimes unable to see their chat response after sending it to the contact. (ORC-14881)

Personal Connection

• Uploading calling lists was sometimes delayed. (OB-8467)
• When Release Agent-Specific Calls was enabled for an ACD skill and an agent had contacts assigned to them in that ACD skill, the contacts weren't reassigned when the agent was removed from the ACD skill. (IC-162230)

Reporting

• In custom reports, some contacts didn't show a value for Contact End Reason. ORC-14306

Studio

• The SQLSelect action took the Default branch instead of the NoRecords branch when a database query produced no results. (STX-9159)

Supervisor

• When a supervisor used the coaching feature and the agent hung up the phone, the supervisor couldn't reconnect to the agent leg without logging out of Supervisor and then logging back in. (SUP-3484)

Spring 2022 Cumulative Update 2

Published March 1, 2022*

ACD

• When the login authenticator assigned to an ACD user record was changed, CXone removed the location from the user record. (AUI-13496)
• Bulk uploading ACD skills sometimes failed. No error appeared, but the email summary showed that the records didn't update successfully. (AUI-13162)

API

• The contacts/state-history call sometimes returned a 500 error. (RPT-18175)

MAX

• Periodically, all agents in certain environments would have connection errors at the same time. (MAX-10005)
• When the force logout feature was used on an agent, the agent's session remained active if they didn't close the force logout notification. (MAX-9833)

Personal Connection

• The Answering Machine override button appeared in the MAX interface when it was disabled in the ACD skill CPA Management settings. (OB-7714)

Studio

• The asisodatetime function converted UTC time to Mountain Time instead of ISO. (ORC-13967)
• Rarely, saving a script resulted in an error and Studio crashing. (STX-9304)

Spring 2022 Cumulative Update 1

Published February 15, 2022*

ACD

• In rare cases, custom .SVG logos didn't load correctly in CXone. (AUI-13131)
• In ACD user bulk upload, custom property fields were limited to 40 characters. (AUI-13128)

Agent for Salesforce

• Searching in the address book was case-sensitive. (API-8030)

API

• When the GET contacts/completed call was made with the updatedSince parameter and the business unit had a large amount of data, the call would time out and return a 408 timeout exception error message. (API-8022)

IEX WFM

• Transferred calls weren't being added to the IEX queue 15 for forecasting. (INT-30018)
• For some environments, IEX data was delayed. (INT-30495)

CXone Recording and Playback

• For conference calls and calls transferred from one agent to another, agents were unable to mask screen. (ORC-13491)

MAX

• Modifying the Agent Phone Timeout field using ACD user bulk upload didn't update the value in CXone. (MAX-9777)

Studio

• When a contact was assigned to another ACD skill, dynamic objects assigned to the contact would disappear. (ORC-13327)
• Calls scheduled on a website that used a Studio script to SPAWN the call at the scheduled time didn't always work. Sometimes the call would occur at the wrong time and sometimes it didn't occur at all. (ORC-13696)

Workforce Intelligence

• Rules that remove ACD skills didn't work if it left the agent without any assigned ACD skills. (STX-8454)

Spring 2022 Fixed Issues

Published February 1, 2022*

ACD

• The Agent Issues page displayed the submit time in Mountain Time, not in the tenant time zone. (ORC-12849)
• Rarely, duplicate ACD user records would occur. Modifying one of the duplicate records resulted in errors. (API-7463, API-7402)
• When a user would go to My Profile, create a new access key, and click Show Secret Key, the secret key sometimes didn't appear. (AUI-12856)
• The Custom Script field was hidden for inbound email skills. Editing it with bulk upload produced an error. (AUI-12925)

Agent for Oracle Service Cloud

• In some environments, agents who were logged in for an hour couldn't change their state or log out. (OSC-3815)

Admin

• The number of active Employees in Admin and the number of active ACD Users in ACD didn't always match. (API-7888, API-7868, API-7830)

API

• When a user account that was assigned to a login authenticator had the Agent_ValidateLogin API invoked, the call failed with an "incorrect username or password" message. (SC-20956)
• The /contacts/completed historical reporting API documentation required a start and end date even if you supplied an updatedSince value. (API-7705)

Customer Chat Interface

• When contacts on an iPhone filled in the pre-chat form, the Submit button wasn't visible. (CHT-3795)

Digital First Omnichannel

• The Show Origin button didn't appear in all messages. (DE-27301)
• Agent didn't have the Accept and Reject buttons when they received a contact in DFO chat. (DE-26887)
• When Preferred agent - Fallback time was set with the Locked even if the agent is offline option selected, the contact wasn't rerouted after the specified fallback time had passed. (DE-24825)
• When an agent began replying to a thread, but then changed the recipient by modifying the "@" handle in the reply text, the customer card didn't update to show the new recipient. (DE-24430)
• Cases listed in the CRM didn't show the owner assignee name for the MS Teams channel. (DE-24289)
• When agents selected a message from their inbox, the customer card didn't always match the sender of the selected message. (DE-23937)
• Sometimes the post history didn't show which user did the last action on it. Instead, it said that the system had done the last action. (DE-23575)
• CRM case searches were incomplete for certain date ranges. (DE-16248)

MAX

• Agents were unable to transfer calls to unavailable agents. (MAX-9808)
• Agents couldn't navigate to MAX using JAWS because it didn't read the grid icon app selector in CXone. (CXCOM-17033)

Partner Integrations

• For some Zoom integrations, the directory sync didn't update the address book as expected. (PIN-3373)

Personal Connection

• When ACD skills included custom scripts with an onMachine branch, sometimes calls agents marked as answering machines were retried immediately, not after the time specified in the ACD skill Retry Settings. (OB-6980)

Reporting

• Sometimes the Activity Audit report and Change Audit reports would produce an error and not generate. (TEL-1165)
• In some dashboards, the bottoms of widgets ran off the screen. (CXCOM-16332)

Search and Playback

• There was an error when trying to play back recordings with a duration longer than 20 minutes. (STO-5572)

• There was an error message "Recording is temporarily unavailable" for recordings from a certain date. (STO-5566)

Security and Compliance

• The input and query string on the Forgot Password and Login pages weren't being properly sanitized, creating cross side scripting vulnerabilities. (SC-21299)

Studio

• Using the asutc variable method with a time offset would sometimes offset the time from the user's time zone, not UTC. (ORC-11334)
• In some scripts, the Callback action would follow the InvalidSkillID branch. (API-7465)

Virtual Agent Hub

• Environments not configured for OEM accounts experienced latency. (AAI-1782)
• Sometimes a customPayload value wouldn't parse correctly to the DialogFlow webhook. (AAI-1828)

Fall 2021 Cumulative Update 4

Published January 18, 2022*

ACD

• User sessions were being logged out of CXone before reaching the specified business unit session timeout. (AUI-12438, RPT-16302)
• When IVR scripts included the option to return to the general ACD skill, calls taking that path would sometimes fail. (ORC-12938)
• Chat routing scripts that specified chats should go into an agent's personal queue and wait a certain amount of time didn't always honor the specified time. They would reroute to the ACD skill. (ORC-12777)
• When agents didn't answer a callback, the callback would sometimes get stuck in a routing state. (ORC-12618)
• Rarely, another call would be added to an existing voice conversation. (MS-4878)
• Users in some environments were unable to access Script Schedules. (AUI-12213)

API

• When an API_GetAgentCallbacks stored Proc was called multiple times, the execution times were high. (API-7942)

• PUT /contacts/{contactid} would sometimes return "System.InvalidCastException: Specified cast is not valid." (API-7933)

IEX WFM Integrated

• The intraday requirements for future day for Workload CT didn't always match the Rev requirements. (INT-27726)

• Some environments couldn't enable Engage Recording and CXone Recording at the same time. (INT-29171)

• The IEX data download report email contact count didn't always match the IEX WFM Integrated queue history count. (INT-29111)

MAX

• When an agent using integrated softphone closed their device without logging out of MAX, they could later return to that same MAX window. Since the browser requires the agent to click something in the new session before it plays a ringtone, agents left in an Available state often wouldn’t click anything when they returned and missed their first call. (MAX-9507)

• For some contact centers, the address book wouldn't display agents. (MAX-9476)

Personal Connection

• Calling lists would sometimes take hours to upload. (OB-6907)

Reporting

• When a data download report schedule had a custom time format set to a.m. or p.m. instead of AM or PM, the schedule produced a platform error. (RPT-16350)
• The IEX data download report email contact count didn't always match the IEX WFM Integrated queue history count. (INT-29111)

Studio

• Agent variables weren't being passed to the OnAnswer action. (ORC-13377)

Agent for Salesforce

19.2 Fixed Issues

• When tags were mapped from an Agent for Salesforce field to the Salesforce object, dashes were added to the field. (SF-8325)
• Agents would receive calls when they were busy, without requesting additional contacts. (SF-9863)

19.1 Fixed Issues

• When agents logged out and then returned to the login screen, they were logged back in automatically. (SF-6482)
• Redirects for the Japan region were incorrect. (SF-9581)
• When agents popped email replies out in a separate window and the Right to Left alignment option was selected, agents couldn't enter text for the email reply. (SF-9599)
• When agents responded to emails with Right to Left alignment selected and added bullet points, long blank spaces appeared between the bullet on the right and the text on the left. (SF-9600)

19.0 Fixed Issues

• In a single CXone environment with multiple Salesforce organizations, updating information in one Salesforce organization would automatically update the others with the same information. (SF-8171)
• Contact centers pointed to Agent for Salesforce Classic by default instead of to Agent for Salesforce Lightning. (SF-9482)
• Administrators couldn't specify per agent whether Agent for Salesforce was icon- or text-based. (CRM-1929)

CXone Performance Management

May Fixes

• When setting up a Top Team game, users couldn't select metrics unless the metrics were configured at a team level. (CS-13874)

• Within Gamification, coins were being awarded to agents who had not hit the selected metrics for the game. (CS-12535)

• Objectives were displayed incorrectly in the Gauge module. (CS-13256, CS-14129)

• When creating a custom slide, the height of the Wallboard was not correct. (CS-13838)

• When users created a subscription and set it for a day in the second or third month, the subscription would not send. (CS-13272)

• When a team member moved from one team to another, they could still join games from their previous team. (CS-12658)

• The Scores page took up to 5 minutes to load. (CS-13493)

April Fixes

• In Wallboards, all text options for creating announcements, work aids, or custom slide modules displayed a "not found" error. (CS-13665)

• Custom Wallboard slides on displayed incorrect metrics for the name listed. (CS-13338)

(AX) Only

• All blank rows were automatically removed when a user imported custom data. (CS-13355)

• In the Interval Module, the Today option wouldn't display the correct time based on selected time zone. (CS-13915)

March Fixes

• The ranges were not visible when editing or creating an objective. (CS-13599, CS-13676, CS-13679)

• When opening a monitored QA form, only the details were displayed without the form. (CS-13647, CS-13692)

• Users received an error whenever attempting to add a form to Coaching Sessions. (CS-13595, CS-13596)

• When creating subscriptions, clicking Save always generated an error. (CS-13479)

• When users participated in Milestone Games, coins and places were assigned incorrectly. (CS-12535)

• On the Coaching Admin page, the clipboard function to copy forms and the X function to exit the page did not work properly. (CS-13429)

Known Issues

CXone Quality Management

• Conference segments cannot be transcribed/categorized. For example, if an agent adds a participant to a call between them and a customer, the segment up until that point will be transcribed and categorized, but from that point and on, it will not be transcribed or categorized. This is applicable for users with QM Advanced license.

CXone Recording and Playback

• If you download calls from Secure Access Storage that were recorded before December 10, 2018, you won’t be able to play them back.

  To save or play back a specific call (even if it was recorded before December 10, 2018), you can go to Search and find the call. Then, from the Player, you can play it back or download it.

• If an agent logs in to MAX or Agent for Salesforce on more than one computer at a time, when screen is recorded, it's recorded for all computers. For those recordings, the screen recording won't play back correctly.

• For calls that include more than one screen recording, such as conference calls, consultations, and internal calls, the player only displays the screens of one of the agents during playback. The player indicates which agent's screens are being played back.

• If a call is transferred from one agent to another, the screens of both agents are played back in the resolution of the first agent’s screen.

• Screen recording is initiated up to 20 seconds after the agent logs in to MAX. The screen is not recorded for calls received during these 20 seconds. This issue only affects tenants configured with 100% screen recording.

• Chat and email:

  • For emails that were transferred or reskilled, the transferred/reskilled segment itself does not include the email transcript. Other segments do include the email transcript.

  • Playback does not support attachments.

  • The first segment in a chat only allows playback of the one segment. The full contact can be played back from subsequent chat segments.

• For calls transferred to external phone numbers:

  • When transferring from the IVR, the external interaction is not recorded.

  • When using a cold transfer, the external interaction is recorded, even if there is a Do Not Record policy with the external participant’s phone number.

  • For a conference call, playing back a contact displays the name of external participant as Customer. In all other cases, the name of external participant appears as Other Participant.

  • The interaction between the customer and external participant is recorded in mono mode.

  • The segments transferred to external phone numbers do not display the agent names in the search grid because agents are not involved in such segments.

• For Japanese, be sure to search for interactions using exact text.

• For an interaction, if one of the voice recordings is failed, the player displays error message when playing back a contact. For such an interaction, you can play back the recording as segments.

• In the Interactions search grid filter, a category name appears multiple time.

CXone Workforce Management

• Pending activity requests that were submitted before May 1, 2021 might display an incorrect date.

  In the Requests page, the pending cards for those requests are displayed in the UTC time zone. Because they aren't being displayed in the local time zone, the exact time and date for the requested activity might be inaccurate. Click on the card to see the correct time and date.

• The Schedule Manager will make sure you save or cancel the changes you made before leaving.

• Intraday displays data for mapped WEM skills only.

  If you upload historical data without mapping those skills, you won't see them in Intraday. However, you'll see those unmapped skills in other areas, such as the Schedule Manager and Forecasting.