July 2025

📌 At a Glance

This month’s releases focus on customer experience upgrades, integration enhancements, and platform stability.
Key highlights:

General Availability of Two-Way Audio Streaming (VOICE Streaming) with Call Transfer to Agent.
Multi-Agent Call Visibility and Billing Details in Insights for improved reporting.
Major CRM integration updates including LeadSquared, Salesforce, HubSpot, and Google Sheets.
Expanded API capabilities with enhanced Dial Plan Logs access and CDP List management options.

🖥️ Console

✨ Enhancements

Platform Security Hardening (Fixed)
Patched vulnerabilities in jQuery to enhance platform security.
Add User Page UX Improvement (Added)
Resolved an issue caused by a high number of departments in certain customer accounts, ensuring smooth access to the Add User page.

💡 Insights

🚀 Enhancements

Multi-Agent Call Visibility – Crystal Clear
- Instantly see which agents handled or transferred a call.
- Agent initials and +N badge give a complete view in one glance.
- Improves transparency and reliability for reporting and performance reviews.
Standardized Folder Naming for ZIP & CSV (SFTP Trigger)
- ZIP and CSV files now share the same naming convention.
- Reduces confusion in automated workflows and folder parsing.
- Makes SFTP-based reporting easier to manage.
Recent Downloads UI Revamp + Archive Feedback
- New Recent Downloads layout improves visibility and readability.
- Clear feedback messages during archive downloads reduce confusion.
- Overall download experience is now faster, cleaner, and easier to use.

🛠 Bug Fixes

Inconsistent Prefix in Domestic Calls – Now standardized to +91.
Data Mismatch in CSV Export – Fixed mismatch between CDR and Call Logs.
Dialer Agent Performance Report Update Issue – Resolved non-updates on certain days.
DTMF Inputs Capture Fix – DTMF inputs are now recorded for IVR-to-Dialer calls.

🔌 APIs & Webhook

🚀 Enhancements

Extending API Dial Plan Logs Access to All Customers
- Customers can now directly access their API Dial Plan Logs.
- Enables independent monitoring and faster issue resolution.
- Improves transparency and overall service efficiency.
Migration to API Connect
- API Dial Plan Logs, API Logs, Webhook Logs, and CDP List have been migrated to API Connect.
- Improves navigation and usability.
- Delivers a unified and consistent experience within the platform.

🆕 New Feature

CDP List Enhancement – Skip, Clone, and Overwrite Options
- New management tools for large or frequently updated CDP lists.
- Simplifies list handling and speeds up operational workflows.
- Reduces manual effort and increases flexibility for campaign management.

🔗 Integrations

🆕 New Features

LeadSquared Service Cloud Contact Center Integration
- New integration available for all platforms with all existing functionalities.
Opportunity Entity Addition in Salesforce HPBX
- Opportunity-level logging now supported in Salesforce HPBX integrations across all platforms.
Google Sheets Contact Center Integration
- Now available for Smartflo and Servetel Infocomm.

🚀 Enhancements

Freshdesk Contact Center Integration – Updated Call Log Fields (IDEA-276)
- Call log field set updated for improved data capture.
Multiple Lead Lists in Salesforce Contact Center
- Salesforce Contact Center integration now supports managing multiple lead lists.
Zendesk Contact Center Ticket Subject Preservation
- Existing ticket subjects will no longer be overwritten when logging calls.

🛠 Bug Fixes

Google Sheets Call Log Fields Fix
- Resolved missing call log field issues for Google Sheets integration.

📞 Contact Center Dialer

🚀 Enhancements

Incoming Calls on Manual Mode (Agent Panel)
- Agents in manual mode can now receive incoming and transferred calls.
- This is enabled when the campaign setting "Allow incoming/transfer calls" toggle is switched on.
- Expands flexibility for agents working in manual mode.
Customization of Inbound Queue
- Inbound queues can now be configured with:
  - Queue limit
  - Failover for queue limit
  - Queue welcome announcement
  - Queue periodic announcement
Dialer Incoming Call Pop-up
- Browser notifications for incoming calls are now supported on Chrome and Edge.

🛠 Bug Fixes

Queue Missed Incorrect Reason Keys
- Fixed incorrect reason keys displayed for missed queue calls.

📢 Campaigns

🆕 Feature Enhancements

Broadcast Creation API – New Parameters Added
- Added dial status and retry dial status parameters to the broadcast creation API.
- Improves tracking and reporting for broadcast call attempts and retries.

🔊 Voice

🆕 New Feature – Two-Way Audio Streaming (VOICE Streaming) – General Availability

We are announcing the General Availability (GA) of Two-Way Audio Streaming (VOICE Streaming) across Acefone India and Smartflo.
This upgrade makes our VOICE Bot integration framework over Websockets production-ready, enabling seamless integration of third-party Voice Bots for real-time conversational AI in both inbound and outbound workflows.

As part of the GA rollout, Phase 1 reliability and stability improvements have been completed after extensive load testing — ensuring higher resilience, lower latency, and improved scalability for production workloads.

📌 What’s New in GA

Call Transfer to Agent from VOICE Streaming
- Escalate calls from a Voice Bot session to a live agent using the Call Operations API.
- Supported even when the call is initiated using Click to Call Support API and bridged via VOICE Streaming.
Enhanced Reliability & Stability
- Infrastructure and streaming optimizations based on load testing findings.
- Increased robustness for real-time production use.