Known Issues
Written by Marissa Orsini
Updated at October 25th, 2024
Table of Contents
Scope
Intended Audience: All Users
This article outlines known issues within NetSapiens, their JIRA ticket numbers, case number, and estimated resolution times. Known Issues for TeamMate can be found at TeamMate Connector Known Issues
Manager Portal
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| 40.2 | Inbound Calls showing wrong To on Call History | NMS-1403 | TBD | |
| 41.1.2 | Unable to send SMS to Short Code Number | OMP-3339 | TBD | |
| 41.1.3 | BLFs on Phones shows Ringing Status on Users who initiates an Audio Monitor Bridge for Listen In | NMS-1982 | 4974 | TBD |
| 41.2.1 | Forwarding or Copy Voicemail to a User does not respect the User's Unified Messaging Setting | OMP-3424 | TBD | |
| 41.2.2 | The Paperclip icon is missing when you start an SMS session via Call Queue. (drag-and-drop MMS works) | OMP-3489 | 12565 | TBD |
| 41.2.2 | Imported Shared Contacts will not show to the user who edited the contacts. | OMP-3465 | 12472 | TBD |
| 41.2.2 | SMS session via Queue will disconnect when you navigate to a different page in OMP, client's number is then replaced with the user's SMS number | OMP-3520 | 12811 | TBD |
| 41.2.3 | Unable to filter by sites on the current domain, shows only sites belonging to the logged-in user. | OMP-3557 | 25891 | TBD |
| 41.2.3 | Users are able to interact with the portal such as clicking the agent login button while the browser session is expired. | OMP-3653 | 26547 | TBD |
| 41.2.3 | CDR export files sent via FTP/SFTP are intermittently blank/corrupted upon receipt. | CDR-316 | 37394 | TBD |
| 42 | Inventory > 911 Numbers tab is showing a message that states this is legacy method. This can be ignored. | TBD | ||
| 42.0.9 | The portal shows 0 Users for provisioned E911 number for the domain, but the User's emergency caller ID is set to the E911 DID | OMP-3917 | TBD | |
| 42.2.0 | Time of day default timeframe does not have a destination field if saved before adding default treatment. | OMP-4054 | TBD | |
| 42.2.0 | Monitor Call icon showing on domains other than own domain. | OMP-4058 | TBD | |
| 42.2.1 | Password Reset emails intermittently use incorrect CSS color values | OMP-4104 | TBD | |
| 42.2.1 | Auto-Attendant Enhanced Voicemail not functioning | OMP-3984 |
v43.2
|
|
| 42.2.1 | Answering rule rings all numbers instead of following the ring delay | TBD | ||
| 42.2.1 | Speech Keywords set on a AA ignores timeout | NMS-2447 | TBD | |
| 42.2.1 | Call Queue reporting not displaying callbacks | API-1380 | TBD | |
| 43 | Inter-Domain Calling Shows Local User When Placed on Hold or Transferred | NMS-2518 | TBD | |
| 43.1 | Updating a MAC address via import fails with MAC Address already exists message. | TBD | ||
| 43.1 | SMS sessions to call queues allows more than one agent to join and close a session. | OMP-4577 | TBD | |
| 43.2.3 | Unread SMS emails continue to be sent to the user after the inital email is sent. | TBD | ||
| 43.3.1 | User based call queue agent status not updating if wrap up timer is used | NMS-2726 | TBD | |
| V43.3.1 | CID Prefix not showing in vmail from header if routed through auto attendant | NMS-2740 | TBD | |
| 43.3.1 | Duplicate contacts being created in Attendant Console if shared contact added to a group | OMP-4620 | TBD | |
| 43.3.1 | unable to click answer in attendant console if user has sim ring enabled on their answer rules | OMP-3903 | TBD | |
| 43.3.1 | Portal automatically adds a 1 to a 10-digit DID. | OMP-4636 | TBD | |
| 43.3.1 | Callback queue halts call backs if 2 or more calls are prioritized | NMS-2736 | 43.3.2 | |
| 43.3.1 | Call forwarding directly from a phone to an extension for an on-net call results in the call routing to the caller domains matching extension. | TBD | ||
| 43.3.1 | PWA and Web Phone fail to update SMS sent and received timers unless manually refreshed. | NMS - 85025 | v44 | |
| 43.3.1 | dialing *88 followed by a queue extension that does not exist creates a duplicate agent that cannot be deleted from the portal. | OMP-4735 | 93845 | V44.1 |
| 43.4.4 | QOS Scores are intermittently appearing and disappearing in the Manager Portal. For our white label partners, you can access QOS scores directly at https://qos.ucaasnetwork.com/voipmonitor/ by searching for specific calls. Channel partners are encouraged to submit support requests, providing detailed examples of affected calls, including the date, time, and phone numbers involved, if QOS scores are required. | |||
| 43.4 | Intermittently duplicate voicemail to email are generated and received by client. | API-1335 | TBD | |
| 43.4 | Call queues with user based agents and off-net call confirmation enabled for the user, not prompting the call confirmation. | Jira OMP-4579 | V44 | |
| 43.4 | E911 DLR address map preview may show a different city/country then what the address references. (This does not affect 911 services) | OMP-4810 | TBD | |
| 43.4 | Masquerading as a user and having the session timeout, upon refresh of the screen may log in directly as the masqueraded user. | OMP-4763 | V44 | |
| 43.4 | Using Google Chrome or MS Edge browsers, users are unable to drag and drop supported file types into a chat/sms conversation. This is via the portal, webphone and PWA application. | OMP-4678 | TBD | |
| V43.4 | Caller ID Prefix being stripped on Anonymous inbound calls. | NMS-3024 | TBD | |
43.4 |
Providing a valid emergency address during domain creation will create a non-provisioned legacy E911 number. Emergency calls automatically prioritize the non-provisioned legacy E911 number. |
129003
|
OMP-5143 |
43.4 |
| 43.4 | Enhanced E911 is not supported by SIP trunks. Static (legacy) E911 must be configured. |
N/A | N/A | N/A |
| 43.4.2 | SMS DIDs cannot be moved between domains. To move an SMS DID, resellers should delete it from inventory and contact the porting department to readd it in the needed domain. | N/A | 133975 | TBD |
| 43.4.4 | Multi Tiered Auto Attendants may have a "play message" prompt be overwritten with the second tiered menu prompt if the second tier contains a play message option that matches the first tier. | OMP-5453 | N/A | TBD |
SNAPAnalytics & Call Queue Reporting
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| 40.2 | Inconsistent Data when filtering by Queue on Scheduled Exports | OMP-2697 | 6281 | TBD |
| 40.2 | Inconsistent data on Abandonded calls | OMP-2440 | TBD | |
| 40.2 | Calls hitting Queue's Max time, are not being counted as Abandonded Calls. | NMS-298 | TBD | |
| 40.1.2 | Total Volume intermittently not accurate on Call Reporting | OMP-3010 | TBD | |
| 43.4.4 | Unable to change times for Static reports in SNAPanalytics | CHRT-563 | TBD |
SNAPmobile (iOS & Android)
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| SMA 3.x | SNAPmobile App will show the mobile's phone number instead of the company phone number when the SNAPmobile app is using Mobile Phone as the default calling method. | TBD | ||
| SMiOS 3.5.4 | Possibility of inbound callers hearing an echo/talkback when on speaker phone | IOS-1286 | TBD | |
| SMA 3.5.5 | If SMA is left in the background for extended period of time, when attempting to send an SMS, "no sms number" is displayed. Logging out and back in resolves until app is in background for extended period of time. | N/A | N/A | TBD |
| SMA 4.0.X | SNAPmobile will show "no sms number found". Workaround: Log out & back in of the app | SMA-2253 | N/A | TBD, App Release 4.1.0 |
SNAPmobile Web
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| 42.0.9 | Whenever placing a call from SNAPmobile Web, putting that call on hold, making another call, and then returning to the initial call, the caller is unable to hear the callee, but the callee can hear the caller. | WP-1063 | 42942 | v43 |
| V43.4 | MMS may not be recieved by a call queue agent via snapmobile web and the PWA app for the first MMS message sent via call queue SMS | WP-1506 | TBD |
Native Fax
For more information on Native Fax, see Native Fax Considerations
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| 41.2.3 | Unable to add fax account when Max Fax Numbers is set to 1.(Workaround: Set it to 2, add fax account, then set it back to 1) | OMP-3515 | 22483 | TBD |
| 41.2.1 | Update on user's email address does not replicate in Native Fax. Workaround: Open the fax account and save it again. |
API-1030 | TBD | |
| 43.1.2 | The notes field does not translate over to the fax cover sheet. | API-1471 |
v43.4 |
Hardware, SNAPbuilder, & NDP
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| 42.1.2 | Polycom devices intermittently do not failover to alternate cores and go offline when a 503 - Service Unavailable is received. | TBD | ||
| 42.0.3 | Device override which includes Special Chars (ie: +/\%$() ) will cause values to not set | TBD | 43412 | TBD |
| 43.1.1 | When configuring timeframe toggle with a remote user, the time frame search shows no matches found. The warning can be ignored | v43.2 | ||
| 43.4 |
Select newer versions of Yealink Firmware cause phones to not register due to Yealink removing support for the outbound proxy parameter.
|
NDP-849 | V44 | |
| V43.4 | Snom phones not using users selected timezone, requiring manual setting of timezone via override or on the phone. | NDP-656 | V44 | |
| V43.4.1 | Moving a device from one domain to another the phone's linekeys retain the origiinal snapbuilder settings until manually clearing the buttons in the new snapbuilder profile and doing another resync | NDP-577 | V45 |
Snap.HD
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| 42.2.0 | Recycled users who are in a recurring meeting, display the old users name |
API
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|
| 43.3.1 | unable to delete DID via API if enable date is set | API-1584 | TBD |
Mobile-X
| Version | Issue | JIRA Ticket | CSE Case | ETR |
|---|---|---|---|---|