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March 2026

6 days ago

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Smartflo March 2026 Product Release Notes

HOSTED PBX!

1. Full-Screen Incoming Call on Android App

For: Agents

What’s new?
Android Agent Mobile App now supports full-screen incoming call notifications even when the device is locked.

What are the benefits?
Ensures agents never miss calls and provides a more native, seamless calling experience.

How to use?
Receive an incoming call on the Android app, the full-screen interface will appear automatically.

2. DID-Based Call Routing via Number Trunk

For: Admin

What’s new?
Customer calls can now be routed via DID number trunk when number-wise trunk configuration is enabled specifically for 140/160 use cases where dual-leg calling is required. Agent leg can be dialled from 080 (Agent Trunk) and Customer Leg from 140/160 Trunk.

What are the benefits?
Provides more granular control over call routing and improves call handling efficiency.

How to use?
Enable number-wise trunk configuration and assign DID-based routing in trunk settings.

3. Improved Extension Re-Registration Handling

For: Agents

What’s new?
Enhanced handling of extension re-registration for active sessions on the desktop softphone app.

What are the benefits?
Reduces call disruptions and improves overall session stability.

How to use?
No action required, this improvement works automatically in the background.

4. CDR API Integration in Softphone

For: Agents

What’s new?
CDR API integration added to Webphone and Desktop softphone for more synchronous call data behavior.

What are the benefits?
Ensures more accurate and real-time call data visibility across systems.

How to use?
Access call logs and reports as usual, data will now reflect improved synchronization.

5. Automatic Cache Refresh in Hosted PBX

For: Agents

What’s new?
Hosted PBX cache now clears automatically when users or contacts are updated or deleted on the platform via event triggers.

What are the benefits?
Ensures real-time data consistency without requiring manual refresh or re-login.

How to use?
Update or delete users/contacts, changes will reflect instantly.

INSIGHTS 🚀

Bug Fixes 🐞

  1. DID Number Mismatch in Downloaded Reports
    Fixed the issue where DID numbers displayed correctly on the CDR Dashboard but appeared mismatched in the downloaded report. Downloaded reports now reflect accurate DID number data.
  2. Incomplete Data in Missed Call Report
    Fixed the issue where certain time periods were showing incomplete data in the Missed Call report. All time periods now display complete and accurate data.
  3. Archive CDR Download Error
    Fixed the issue where Archive CDR downloads were throwing a "No data found" error for certain date ranges. Downloads now work correctly across all date ranges.
  4. Agent Call Log Visibility
    Fixed the issue where agents were able to view each other's call logs in the new Call Logs section. Each agent can now only access their own records.

API and Webhook

Bug Fixes 🐞

  1. Customer number passed with 14 digits in C2C webhook logs
    The issue has been resolved. The inconsistency between the call_to_number value in the webhook payload and the corresponding value in the CDR has been corrected. The system now ensures that the customer number format remains consistent across both webhook logs and CDR records, preventing the earlier discrepancy where the number appeared with 14 digits in the webhook.
  2. Existing CDP List leads will be modified to use pagination / batch-based processing
    The issue occurred due to a large volume of data being processed in a single request, which exceeded system processing limits. To address this, we have updated the data retrieval logic to process records in smaller batches using pagination instead of loading the entire dataset at once.
  3. Allow international call for Click to Call support without 00 extension
    Issue resolved by adding support for international prefixes (+91, 00) in the Click-to-Call number parsing logic, which previously caused number normalization and call initiation failures when international calling was enabled.
  4. Call Hang up (Missed or Answered)” Webhook Not Triggering for Voice Bot to Inbound Queue Transfers
    The root cause was identified as an incorrect extension ID being passed, which prevented the webhook from triggering. The configuration has been updated to pass the correct DID value.

DIALER

1. Dialer Disposition API Optimization

For: Backend Optimization

What's New?

Disposition APIs for dialer calls have been optimized to reduce latency, improve reliability, and ensure consistent disposition updates across the platform.

What are the benefits?

Disposition updates now reach reports and dashboards more reliably and with fewer failures, reducing manual corrections and improving the accuracy of performance tracking.

How to use?

Use the dialer as usual; disposition updates from agents and integrations will automatically follow the optimised API flow and reflect more consistently in Insights and real‑time views.

2. Dialer Socket and Flag Optimisation

For: Backend Optimization

What's New?

We’ve improved socket handling and internal dialer flags for agent and call states, including better reconnection logic and cleaner state transitions.

What are the benefits?

Agents now see more accurate, real‑time status changes (Ready, Ringing, In Call, Wrap, etc.), reducing mismatches between what the panel shows and what reports/queues contain.

How to use?

No configuration changes are needed; simply monitor agent status and call states in your existing dashboards and panels to experience smoother, more reliable updates.

3. Unified Dialer API Logging & Security Patches

For: Admin/Supervisor

What's New?

All dialer APIs now generate structured logs with better context (request IDs, tenant, campaign, agent, and call identifiers), and we’ve applied the latest security patches and best‑practice configurations.

What are the benefits?

Faster troubleshooting, clearer audit trails, and a more secure API surface — helping you and our support team quickly pinpoint issues while keeping your data better protected.

How to use?

Continue using the dialer APIs as before; if you work with our support or engineering teams, you’ll notice improved traceability and diagnostic detail in investigations and reports.

4. Agent Panel Optimization: Socket to API (Phase 2)

For: Backend Optimization

What's New?

Backend communication between the agent panel and dialer is now partially migrated from socket-based to API-based architecture.

What are the benefits?

  • Faster interface response and improved platform stability.
  • Reduced memory load and better scalability for large teams.

How to use?

No agent action required. This change is applied automatically in the background; the agent panel continues to function as usual but with smoother performance.

🐞BUG Fixes

  • Issue: “Total In-Call Time” was not correctly reflecting the actual call handling duration for some calls.
    Resolution: Fixed the calculation logic so Total In-Call Time now accurately represents the time agents spend on active calls, including relevant states and scenarios.
  • Issue: In some cases, dialer agent Break Duration was being reported as higher than the agent’s total Logged-in Duration
    Resolution: Corrected the underlying state-tracking and reporting logic so Break Duration can no longer exceed the overall Logged-in Duration, ensuring accurate adherence and productivity metrics.
  • Issue: The outbound call webhook payload was missing the “Call-To” number parameter for certain outbound calls.
    Resolution: Updated the webhook structure so the Call-To number is now consistently included in the outbound webhook, improving downstream integrations and reporting accuracy.
  • Issue: Users were unable to redial calls directly from the disposition window in some dialer flows.
    Resolution: Fixed the redial action from the disposition screen so agents can now seamlessly initiate a redial without navigating away from the disposition view.
  • Issue: For transferred calls, the call duration was not being fully captured in the “Total Call Time” metric.
    Resolution: Adjusted the call-journey tracking so Total Call Time now includes the complete duration of transferred calls across all legs, giving a correct end-to-end view of the interaction.

INTEGRATIONS

1. Freshworks Dialer/HPBX – FDK Version Upgrade & Marketplace Listing | Freshdesk & Freshsales

For: Admins & Agents

What’s New?

The Freshworks Dialer/HPBX integrations for Freshdesk and Freshsales have been upgraded to the latest supported Freshworks Developer Kit (FDK) version. As part of this upgrade, new compliant app packages have been created, and the integrations are now listed on the Freshworks Marketplace to ensure long-term compatibility and standardized distribution.

What Are the Benefits?

  • Ensures compatibility with the latest Freshworks platform requirements.
  • Enables seamless onboarding for new customers without version limitations.
  • Improves visibility and discoverability through the Freshworks Marketplace.
  • Reduces risk of integration obsolescence due to deprecated FDK versions.
  • Maintains full compatibility with existing features such as click-to-call, screen pop-ups, call logging, dispositions, and CRM entity mapping.

How to Use?

  • New customers can install the integration directly from our Marketplace.
  • Existing customers will continue to experience the same functionality with no changes required till 01 May 2026, post which they have to upgrade to the newer version.
  • The upgraded integration supports all existing workflows, including click-to-call, incoming call pop-ups, call logging, and CRM synchronization.

2. Agent Availability Toggle Sync with Telephony Admin Portal

For: Admins & Agents

What’s New?

The agent availability toggle in HPBX is now synchronized with the telephony admin portal (Acefone India, Smartflo, Acefone UK). When an agent marks themselves Offline in HPBX, their status is automatically updated in the telephony system to prevent calls from being routed to them.

What Are the Benefits?

  • Ensures consistent agent availability status across CRM and telephony platforms.
  • Prevents calls from being routed to agents who are marked Offline in HPBX.
  • Eliminates gaps where calls were received but not logged in the CRM.
  • Improves operational visibility, reporting accuracy, and agent experience.

How to Use?

  • Agents can toggle their availability from the HPBX settings page inside the CRM.
  • When set to Offline, the telephony system automatically marks the agent as unavailable and stops routing calls to them.
  • Changing the status back to Online restores normal call routing and logging behavior.

3. Dialer iFrame Reload Stability Upgrade

For: Agents

What’s New?

The Zoho CRM Dialer extension has been enhanced to ensure the embedded dialer loads reliably during browser tab refresh events. The upgrade improves iFrame lifecycle handling so the dialer initializes correctly on both tab reload and iFrame reload, eliminating the previous blank-screen issue.

What Are the Benefits?

  • Ensures the dialer loads consistently without displaying a blank screen after tab refresh.
  • Improves overall stability of the Zoho CRM dialer experience.
  • Prevents interruptions in agent workflows caused by extension reload issues.
  • Maintains uninterrupted call logging, session handling, and CRM synchronization.

How to Use?

  • No action is required from users.
  • The dialer will now automatically reload and initialize correctly whenever the Zoho CRM tab or embedded iFrame is refreshed.
  • All existing calling and logging workflows continue to function as before.

4. Azure SSO Authentication Fix | Dialer

For: Agents

What’s New?

Resolved an issue where the Azure SSO login flow in the Dialer panel would get stuck during authentication. The login process now correctly redirects to Azure for authentication and returns back to the dialer iFrame with the required access token.

What Are the Benefits?

  • Enables seamless Azure SSO login directly from the dialer panel inside the CRM.
  • Eliminates authentication blocks that previously prevented agents from accessing the dialer.
  • Improves login reliability and user experience for organizations using Azure-based authentication.

How to Use?

  • Agents can now log in using Azure SSO directly from the dialer panel within the CRM.
  • The authentication window will redirect to Azure and automatically return to the dialer once login is completed.
  • No additional configuration changes are required.

5. Duplicate Account Creation Fix | Salesforce | All Platforms

For: Admins & Agents

What’s New?

We have resolved an issue that occasionally caused duplicate or unknown account records to be created in Salesforce during rapid call events. The update introduces improved event sequencing and protective data handling to ensure call events are processed reliably and associated with the correct CRM record.

What Are the Benefits?

  • Prevents duplicate account or unknown record creation in Salesforce.
  • Ensures call events are processed in the correct chronological order.
  • Improves data accuracy during high-frequency or rapid call scenarios.
  • Enhances stability of call logging and CRM record mapping.

How to Use?

  • No action is required from users.
  • The system now automatically processes call events sequentially and preserves caller data until the final call log is attached to the correct Salesforce record.
  • Existing calling and logging workflows remain unchanged.

VOICE Streaming and SIP Trunking

No Customer facing Feature release this month.

CONSOLE

No Customer facing Feature release this month.

CAMPAIGNS

No Customer facing Feature release this month.

MESSAGING

No Customer facing Feature release this month.