Known Issues

​This page describes known issues (including Engineering Specials) for CIC and Interaction Dialer for the latest supported release/patch version, plus the three supported previous release/patch versions, available on the Download page. This page is auto-updated daily.​​​​​​


Patches and Engineering Specials

Starting with CIC 2015 R1, the CIC product suite has a new distribution model with new naming, faster release cycles, and higher quality. Patches are a feature of the new distribution model. A patch is a package of Engineering Specials (bug fixes only) and higher priority fixes created for a release, cumulative of previous patches, distributed every two weeks.

Because of the two-week patch cycle, Engineering Specials appear much less frequently on this Known Issues page than they did for 4.0 and 3.0. If an issue is considered critical enough that the fix should be made available between patch cycles, an Engineering Special (ES) is created for the latest supported CIC or Dialer release/patch (for example, CIC 2015 R1 Patch1) and made available through Interactive Intelligence Support. The ES is listed on the Known Issues page for as long as that patch is available, and is included in the next patch (for example, CIC 2015 R1 Patch2). When the next patch is released, the ES is removed from the Known Issues page.

Outstanding SCRs are automatically targeted for the next patch, unless they are determined to be so critical that they must be released as an ES between patches. Outstanding SCRs are listed in the Known Issues tables only if an ES was created for them.

  • To view issues fixed in the latest CIC and Dialer patches, see the appropriate release/patch Summary documentson the Download page. The Summary documents are cumulative. For example, the Summary document for CIC 2015 R1 Patch20 contains the information from the initial CIC 2015 R1 release plus all patches up to Patch20.
  • To preview issues fixed in the next CIC and Dialer patches, click Preview issues resolved in [release/patch] below the appropriate Known Issues table on this page.

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CIC and Interaction Dialer Engineering Specials

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CIC

CIC 2023 R3 Patch 4 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
SCR Summary Detail
IC-163526 After upgrading to 2023 R1, Customers facing issues with missing participant data in DB. Reprocessing the generated ERR PMQ files for tracker did not solve the issue. The participant data was missing due to failed DB transactions with error "Catastrophic Failure". Reprocessing the PMQ files results in same issue and generating new ERR PMQ files.

CIC 2023 R2 Patch 15 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
SCR Summary Detail
IC-163526 After upgrading to 2023 R1, Customers facing issues with missing participant data in DB. Reprocessing the generated ERR PMQ files for tracker did not solve the issue. The participant data was missing due to failed DB transactions with error "Catastrophic Failure". Reprocessing the PMQ files results in same issue and generating new ERR PMQ files.

CIC 2023 R1 Patch 22 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
SCR Summary Detail
IC-163526 After upgrading to 2023 R1, Customers facing issues with missing participant data in DB. Reprocessing the generated ERR PMQ files for tracker did not solve the issue. The participant data was missing due to failed DB transactions with error "Catastrophic Failure". Reprocessing the PMQ files results in same issue and generating new ERR PMQ files.

CIC 2022 R3 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
SCR Summary Detail
IC-163526 After upgrading to 2023 R1, Customers facing issues with missing participant data in DB. Reprocessing the generated ERR PMQ files for tracker did not solve the issue. The participant data was missing due to failed DB transactions with error "Catastrophic Failure". Reprocessing the PMQ files results in same issue and generating new ERR PMQ files.

CIC 2022 R2 Patch 31 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
SCR Summary Detail
IC-163526 After upgrading to 2023 R1, Customers facing issues with missing participant data in DB. Reprocessing the generated ERR PMQ files for tracker did not solve the issue. The participant data was missing due to failed DB transactions with error "Catastrophic Failure". Reprocessing the PMQ files results in same issue and generating new ERR PMQ files.

CIC 2022 R1 Patch 40 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
SCR Summary Detail
IC-163526 After upgrading to 2023 R1, Customers facing issues with missing participant data in DB. Reprocessing the generated ERR PMQ files for tracker did not solve the issue. The participant data was missing due to failed DB transactions with error "Catastrophic Failure". Reprocessing the PMQ files results in same issue and generating new ERR PMQ files.

Interaction Dialer

Interaction Dialer 2023 R3 Patch 4 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interaction Dialer 2023 R3 Patch 5

Interaction Dialer 2023 R2 Patch 15 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interaction Dialer 2023 R2 Patch 16

Interaction Dialer 2023 R1 Patch 22 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interaction Dialer 2023 R1 Patch 23

Interaction Dialer 2022 R3 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interaction Dialer 2022 R3 Patch 25

Interaction Dialer 2022 R2 Patch 31 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interaction Dialer 2022 R2 Patch 32

Interaction Dialer 2022 R1 Patch 40 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interaction Dialer 2022 R1 Patch 41

Interactive Update

Interactive Update 2023 R3 Patch 4 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interactive Update 2023 R3 Patch 5

Interactive Update 2023 R2 Patch 15 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interactive Update 2023 R2 Patch 16

Interactive Update 2023 R1 Patch 22 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interactive Update 2023 R1 Patch 23

Interactive Update 2022 R3 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interactive Update 2022 R3 Patch 25

Interactive Update 2022 R2 Patch 31 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interactive Update 2022 R2 Patch 32

Interactive Update 2022 R1 Patch 40 Engineering Specials

SCR Summary Detail ES Available Resolved In Link
No issues to preview for Interactive Update 2022 R1 Patch 41

Known Issues for End of Software Update Releases

Interactive Intelligence provides software updates for the six most current releases. This section shows the Engineering Specials for releases that are now End of Software Updates. Support for these releases will be limited as changes to code are no longer possible. We encourage customers to keep their products updated so fixes can be made if necessary.

CIC 2021 R4 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2021 R3 Patch 39 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2021 R2 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2021 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2020 R4 Patch 32 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2020 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2020 R2 Patch 34 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2020 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2019 R4 Engineering Specials

SCR Summary Detail ES Available Resolved In
IC-155876 Recovery call sent to wrong destination. Call recovery fails due to misdirected recovery call. 19R4-P0-IC-155876 Patch1

CIC 2019 R3 Patch 14 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2019 R2 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2019 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2018 R5 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2018 R4 Patch 28 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2018 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2018 R2 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2018 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2017 R4 Patch 1 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2017 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2017 R2 Patch 39 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2017 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2016 R4 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2016 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2016 R2 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2016 R1 Patch 22 Engineering Specials

SCR Summary Detail ES Available Resolved In
IC-139708 A scenario where an interaction is added/changed, but the user queue state remains the same, can cause the integration to send the user status instead of the queue state to the WFM vendor. A scenario where an interaction is added/changed, but the user queue state remains the same, this can cause the integration to send the user status instead of the queue state to the WFM vendor. 16R1-P22-IC-139708 Patch23
IC-141159 This fix addresses failures with the built-in Identity Providers not adding the NotOnOrAfter attribute to the created SAML AuthnResponse. This fix addresses an issue with the built-in Identity Providers not adding the NotOnOrAfter attribute to the created SAML AuthnResponse. 16R1-P22-IC-141159 Patch23
IC-141385 Send Work Item to Workgroup/User cannot send the work item to another group. The name of another different workgroup could not be updated. 16R1-P22-IC-141385 Patch23
IC-129381 SIP100/SIP200/420HD - ringtone configuration SIP100/SIP200/420HD able to configure which ringtone is used. 16R1-P22-IC-129381 Patch23

CIC 2015 R4 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In

CIC 2015 R3 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In
IC-134684 This firmware for Polycom SoundPoint IP fixes an issue where the phone makes a reboot sound on auto-answer. There is no config workaround, to fix the issue please update phone firmware to 4.0.8i or later. This firmware for Polycom SoundPoint IP fixes an issue where the phone makes a reboot sound on auto-answer. There is no config workaround, to fix the issue update phone firmware to 4.0.8i or later. P24-IC-140600_IC-134684 Patch25
IC-140600 Polycom VVX phones can experience DHCP Failed error message with voice VLAN configured Polycom VVX phones can experience DHCP failed error message on LCD with voice LAN configured P24-IC-140600_IC-134684 Patch25
IC-141037 Dummy SCR needed for ES to the ION i3inet module See IONCORE-1685 for details. 15R3-P24-IC-141037 Patch25
IC-141159 This fix addresses failures with the built-in Identity Providers not adding the NotOnOrAfter attribute to the created SAML AuthnResponse. This fix addresses an issue with the built-in Identity Providers not adding the NotOnOrAfter attribute to the created SAML AuthnResponse. 15R3-P24-IC-141159 Patch25

CIC 2015 R2 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In
IC-136939 Clients on Windows 10 with KB3147458 or Windows 7 KB3156757 could not connect Clients on computers running Windows 10 with KB3147458 or Windows 7 KB3156757 installed could not connect to Session Manager due to a bug in BridgeServer triggered by a change in KB3147458. P24-IC-136939 Patch25
IC-130918 This is a bug fix to resolve a potential crash with the Stat Server Workgroup process. The workgroup agent statuses were being updated and accessed from multiple threads. This in turn could cause an access violation exception given the right conditions. This fix should resolves that issue. P24-IC-130918 Patch25
IC-132497 Get Best Schedule is failing when accessing timezone information Modify IP to initialize timezone information during startup of IP to handle any race conditions. P24-IC-132497 Patch25
IC-134884 Recorder should not be scheduling a recording on this external to external interaction when external to external recordings are disabled and it detects an external to external transfer in the normal state. Fixed an issue where we started a recording of all external participants when configured not to. P24-IC-134884 Patch25
IC-131514 GmailConnectorU crashes after Gmail closes socket on connection. Under certain circumstances, the GmailConnectorU crashes, such as Gmail closing a socket connection while trying to download a file attachment. P24-IC-131514 Patch25
IC-138829 This adds support for new Polycom VVX models. This adds support for new Polycom VVX phone models. P24-IC-138829 Patch25

CIC 2015 R1 Patch 23 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2021 R4 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2021 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2021 R2 Engineering Specials

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Interaction Dialer 2021 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2020 R4 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2020 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2020 R2 Engineering Specials

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Interaction Dialer 2020 R1 Engineering Specials

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Interaction Dialer 2019 R4 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2019 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2019 R2 Engineering Specials

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Interaction Dialer 2019 R1 Engineering Specials

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Interaction Dialer 2018 R5 Engineering Specials

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Interaction Dialer 2018 R4 Engineering Specials

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Interaction Dialer 2018 R3 Engineering Specials

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Interaction Dialer 2018 R2 Engineering Specials

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Interaction Dialer 2018 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2017 R4 Engineering Specials

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Interaction Dialer 2017 R3 Engineering Specials

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Interaction Dialer 2017 R2 Engineering Specials

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Interaction Dialer 2017 R1 Engineering Specials

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Interaction Dialer 2016 R4 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2016 R3 Patch 20 Engineering Specials

SCR Summary Detail ES Available Resolved In
DIALER-11646 Manual Call Update message failing When Dialer sends an update on a manual call, it is failing in SessionManager. This is causing the manual call updates to fail to send to any icelib-based applications that rely on manual calls. 16R3-P20-DIALER-11646 Patch21
DIALER-11725 Call list update fails for record bound interactions disconnected before disposition This SCR addresses a scenario when a call list update for a record bound interaction can fail. Now if a record bound call is disconnected prior to the dispositioning, the agent will need to disposition the record prior to the call being deallocated otherwise it will be marked as Ambiguous 16R3-P20-DIALER-11725 Patch21
DIALER-11708 CampaignServer subsystem is using an internal object that is not multi-threaded The CampaignServer subsystem is using an internal object that is not multi-threaded. This can cause changes to fail when committing to the config file. Since it's an issue with multi-threading, the error is not consistent or persistent. 16R3-P20-DIALER-11708 Patch21
DIALER-11710 Dialer not removing duplicate objects from the config The CampaignServer subsystem will, nightly, check for any duplicates that exist in the config file and remove the duplicates. However, a previous bug was preventing any duplicates from being removed that were past the 400-count limit. That is, the first 400 configuration objects were checked for duplicates and anything past that point was ignored. This has been corrected and the entire config file is now searched for duplicates. 16R3-P20-DIALER-11710 Patch21

Interaction Dialer 2016 R2 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2016 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2015 R4 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2015 R3 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interaction Dialer 2015 R2 Patch 24 Engineering Specials

SCR Summary Detail ES Available Resolved In
DIALER-10872 Interaction stuck in 'I' status when record binding fails When a record binding fails while loading a contact from database, the contact status gets stuck in 'I' status and won't ever be dialed again unless manually updated to callable status. P24-DIALER-10872 Patch25
DIALER-10900 Requesting break or logout for agent that is not part of a campaign causes exceptions in Dialer When the agent is not part of a campaign, requesting break or logout for that campaign will result in the agent's campaign map becoming corrupt. When this happens, it leads to crashes in the Dialer subsystem P24-DIALER-10904_DIALER-10900 Patch25
DIALER-10904 Improve internal referencing of active calls Dialer internally maintains a list of active calls. This SCR improves this list so that it uses smart pointers. This will help prevent heap corruption and, therefore, crashes within the Dialer subsystem. P24-DIALER-10904_DIALER-10900 Patch25
DIALER-10957 DIALER-10904 caused a regression where precise dial calls were not deallocated from the active call count thus causing the max lines to be reached This SCR addresses the regression to properly remove precise dialed calls from the active call map once the interaction is finished P24-DIALER-10957 Patch25

Interaction Dialer 2015 R1 Patch 23 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interactive Update 2021 R4 Engineering Specials

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Interactive Update 2021 R3 Engineering Specials

SCR Summary Detail ES Available Resolved In

Interactive Update 2021 R2 Engineering Specials

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Interactive Update 2021 R1 Engineering Specials

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Interactive Update 2020 R4 Engineering Specials

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Interactive Update 2020 R3 Engineering Specials

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Interactive Update 2020 R2 Engineering Specials

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Interactive Update 2020 R1 Engineering Specials

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Interactive Update 2019 R4 Engineering Specials

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Interactive Update 2019 R3 Engineering Specials

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Interactive Update 2019 R2 Engineering Specials

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Interactive Update 2019 R1 Engineering Specials

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Interactive Update 2018 R5 Engineering Specials

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Interactive Update 2018 R4 Engineering Specials

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Interactive Update 2018 R3 Engineering Specials

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Interactive Update 2018 R2 Engineering Specials

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Interactive Update 2018 R1 Engineering Specials

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Interactive Update 2017 R4 Engineering Specials

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Interactive Update 2017 R3 Engineering Specials

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Interactive Update 2017 R2 Engineering Specials

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Interactive Update 2017 R1 Engineering Specials

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Interactive Update 2016 R4 Engineering Specials

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Interactive Update 2016 R3 Engineering Specials

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Interactive Update 2016 R2 Engineering Specials

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Interactive Update 2016 R1 Engineering Specials

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Interactive Update 2015 R4 Engineering Specials

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Interactive Update 2015 R2 Engineering Specials

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Interactive Update 2015 R1 Engineering Specials

SCR Summary Detail ES Available Resolved In