November 2025

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We’re delighted to share the latest platform updates for November 2025.
This release brings smoother workflows, stronger performance, and richer visibility across every communication channel.

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🖥️ Hosted PBX

1. Agent Disposition / Label Limit

For: ADMIN SUPERVISOR

What’s new?

Admins can now define limit on the number of dispositions / labels that an agent can select on a call during wrap-up.

What are the benefits?

• For multiple disposition cases, admins get granular control on how many disposition / labels an agent can select as the call outcome
• Provider better insights to admins/supervisors/managers during audit
• Ensures agent compliance with the set procedures and limits

How to use?

• Login to the Console and go to User Management
• Search any particular user and click on “Edit”
• Go to “Web Login” tab and edit the limit under “Disposition Limit” field

2. Click-To-Call & Outgoing Call Contact Mapping for CDR

For: ADMIN SUPERVISOR

What’s new?

Whenever an outgoing call or Click-to-Call is done from the application from the contacts section, the contact ID will be passed along with the request (in case where the same number is saved in different contact groups with different information) - and the same contact ID will be mapped to its Call Detail Record.

What are the benefits?

• Exact Contact ID mapping for accurate tracking and analysis
• Suitable for cases where same contact number is saved with different information in different contact groups

How to use?

• Try making an outgoing call from the mobile or the desktop application to a specific contact
• View the CDR “More Details” section or the “Call Details Page” for the exact contact ID mapped with the CDR

3. Intercom ID & Agent Name Visibility for Third Party Softphones for Internal Agent-to-Agent Calls

For: AGENT

What’s new?

Earlier, when an agent extension is registered on a third-party softphone or an IP phone, the 050X extension ID used to be displayed as the caller ID for an internal Agent-to-Agent call. This functionality has been enhanced to show the calling Agent Name and their Intercom ID to the receiving agent on such devices/applications.

What are the benefits?

• Ease in identifying the calling agent via name and intercom ID.
• Improves the user experience.
• Adds the possibility of calling back the agent in-case the call gets missed.

How to use?

• Register your extension on an IP phone or a third-party softphone app.
• Ask one of your colleagues to call you on your assigned Intercom ID.
• View their name and intercom ID in the caller ID on your device/app.

🐞 Bug Fixes

1. Resolved an issue with the active calls service which caused outbound calls to stay stuck in ringing state due to missing hangup events by improving the handling of the hangup event received from the operator side.
2. Fixed an issue which caused inaccuracy in the call duration in the Call Detailed Records.
3. Fixed an issue which caused problems with transferring an inbound or an outbound call to another agent / department using #2.

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📞 Contact Center Dialer

1. Scheduled Callback Search Filter and Sorting on Dialer Agent Panel

For: AGENT

What’s new?

Agents can now search, filter, and sort their scheduled callbacks directly from the Dialer Agent Panel.

What are the benefits?

Search & Filter by:

• Customer Name – Quickly locate callbacks by searching for specific customer names in the scheduled list.
• Phone Number – Find callbacks associated with a particular phone number for faster lookup and action.

Sort by:

• Callback Date & Time (Ascending/Descending**)** – Organize callbacks chronologically to prioritize upcoming or overdue callbacks based on scheduled time.
• Call Status (Completed Calls/Pending Calls) – Filter and view only completed or pending callbacks to focus on outstanding tasks and track follow-up completion

How to use?

• Login to the Dialer Agent Panel
• Go Schedule Callbacks Section
• Click on the Menu Button
• Use the Search Bar to filter callbacks
• Click Sort options to organize by date, time and call status.

2. Auto-Populate Customer Name When Scheduling Callbacks from Call Logs

For: AGENT

What's New: Customer names are now automatically populated when agents schedule callbacks directly from call logs in the Dialer Agent Panel.

What are the benefits?

•  Faster callback scheduling workflow – Eliminates manual data entry, saving time and improving agent efficiency.
• Reduced data entry errors – Auto-population ensures accuracy and consistency across callback records.
• Improved agent productivity – Agents can focus on customer interactions rather than repetitive data entry tasks.

How to Use:

• Go to Call Logs Section in the Dialer Agent Panel
• Select a call log and click Schedule Callback button
• Customer name is auto-filled from the lead data.
• Complete the callback details and click on Save.

3. Additional Parameters Added in Disposition Updated Status Webhook

For: ADMIN

What's New?

Administrators can now configure additional parameters "external_reference_id" (can be used as a unique identifier for calls logs) and "skill_id"(used as agent for call distribution) in the Disposition Updated Status Trigger for advanced workflow automation.

What are the benefits?

• Automate complex workflows based on disposition status – Trigger conditional actions and routing automatically when disposition changes occur.
• Seamlessly integrate with external systems using custom parameters – Greater flexibility to pass disposition data to CRMs and third-party platforms for enhanced workflow automation.

How to Use:

• Login to Admin Panel and go to API Connect section
• Click on Webhooks
• Select Disposition Updated Status Trigger
• Add Custom Parameters as per the requirement (“external_reference_id”, “skill_id”)
• Save and activate the trigger

🐞 Bug Fixes

• Issue: Reason keys were displaying incorrect values or mappings during call disposition.
  Resolution: Corrected the logic to ensure accurate reason key selection and capture for reporting.
• Issue: Call dispositions were not being saved or were recorded incorrectly in certain scenarios.
  Resolution: Fixed the disposition saving mechanism to ensure reliable capture across all call types.
• Issue: Direct Inward Dialing (DID) numbers were incorrectly assigned or displayed to agents during outbound calls.
  Resolution: Corrected DID assignment logic to match configured campaign and user settings.

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📢 Campaigns / Outreach

🐞 Bug Fixes

• Earlier when voice architecture fails to connect a call, call count of the lead was increased to 1. Leading to a greater number of missed calls.
  Now, if the voice architecture fails to connect a call, call count of the lead will remain 0. Which will help the client to retry the leads which were failed due to any system failure reasons
• For certain clients, server ID was passed as blank due to which start broadcast option was not visible to the user, which is now fixed.

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🔗 Integrations

1. LeadSquared Service Cloud Integration with Dialer Webphone

For: ADMIN AGENT

What it is?
A new Dialer webphone connectivity enhancement to the existing LeadSquared Service Cloud integration of Dialer. Earlier, agents could connect using softphone app (SIP) or agent mobile (PSTN). The new update introduces WebRTC-based calling with Dialer Webphone, adding flexibility and stability in call connectivity.

What are the benefits?

• Eliminates dependency on external devices or apps, hereby improving the user experience
• Improved call connectivity and audio performance

How to use?

1. Configure your dialer campaign with the connection method of your choice.
2. Navigate to Integrations Marketplace and enable LeadSquared Service Cloud for your agents.
3. Follow the steps to integrate and add the desired campaign.

2. Entity Search Enhancement in Salesforce HPBX

For: ADMIN AGENT

What it is?
An upgrade to the Entity Search functionality that now respects Salesforce Entity Permissions. Previously, entity selection was available only in Opportunity ON scenarios. This update extends entity search and selection capabilities even when Opportunity is OFF, following the visibility and access permissions set in Salesforce.

What are the benefits?

• Consistent search results aligned with Salesforce’s user access control.
• Reduces confusion by displaying only accessible entities.
• Expands use cases to non-opportunity workflows.
• Streamlines entity linking during call log creation.

How to use?

1. Make a call within Salesforce HPBX integration.
2. Entities restricted by your Salesforce admin will automatically be hidden.
3. Proceed to link and save your call record.

3. Audio Player in Freshdesk HPBX Integration

For: ADMIN AGENT SUPERVISOR

What it is?
An embedded audio player for call recordings within Freshdesk HPBX call logs. Earlier, call recordings were accessible only through plaintext URLs. The new player allows in-CRM playback for better usability and faster access.

What are the benefits?

• Enables direct playback of recordings without redirection.
• Saves time for agents during QA and audit reviews.
• Enhances the user interface with an integrated media player.
• Improves compliance and monitoring by centralizing playback.

How to use?

1. Open any ticket in Freshdesk containing HPBX call logs.
2. Locate the Call Recording section within the log.
3. Click the Play ▶️ button to listen to the recording directly.
4. Adjust volume or pause/resume as needed.

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🔍 Insights

1. Webform Report Access Control

For: ADMIN SUPERVISOR

What’s new?
An enhancement that restricts Webform Report visibility only to accounts with explicit access enabled. This ensures data privacy and controlled sharing of sensitive form-related information.

Benefits:

• Strengthened data security and compliance.
• Prevents unauthorized access to confidential form submissions.
• Offers tighter account-level control over report visibility.

How to use?

1. Reports → Webform Reports.
2. Admins can grant or revoke access for specific users or roles.
3. Only users with enabled access will see the Webform Report in their list.

2. Login/Logout Metrics in Dialer Agent Performance Report (DAPR)

For: ADMIN SUPERVISOR

What’s new?
Two new time-based metrics, Earliest Login Time and Latest Logout Time have been added to the Dialer Agent Performance Report (DAPR).

What are the benefits?

• Provides a clear view of agent availability and shift adherence.
• Helps identify late logins or early logouts.
• Enables better workforce planning and utilization.

How to use?

1. Navigate to Reports → Dialer Agent Performance Report (DAPR).
2. Select the desired date range and filters.
3. View new columns for Earliest Login Time and Latest Logout Time.
4. Export the report for shift or attendance tracking.

3. Call logs Export Enhancements – Call Flow Details

For: ADMIN SUPERVISOR

What’s new?
A new Call Flow column has been added to exported Call Logs, allowing users to trace the complete call journey directly from downloaded files.

What are the benefits?

• Provides end-to-end call traceability in exported reports.
• Helps audit customer journeys without needing to open the dashboard.
• Simplifies troubleshooting and compliance reviews.

How to use?

1. Go to Insights → Call Logs.
2. Apply filters and click Export.
3. Open the downloaded file to view the new Call Flow column.
4. Review each call’s step-by-step flow for deeper insights.

🐞Bug Fixes

• Resolved call duration mismatches, incorrect call counts, and recording status discrepancies in HPBX agent reports.
• Corrected mis-tagging of unanswered calls as answered in Custom Dialer reports

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⚙️ APIs & Webhooks

New Features:

1. Option to select specific department in “Call Received on Department” webhook event

For: ADMIN

What’s new?

The Webhook Trigger for “Call Received on Department” feature introduces the ability to configure webhook triggers for specific departments — similar to the existing configuration options for Auto Attendant and IVR triggers.

What Are the Benefits

• Granular Control: Configure webhooks at the department level instead of a global “all departments”.
• Improved Accuracy: Webhooks triggers only for calls received by the selected department, reducing unnecessary notifications.
• Consistent Experience: Aligns with existing webhook configuration patterns for Auto Attendant and IVR triggers.
• Simplified Data Handling: Helps segregate data and reporting based on departments.
• Better Integration: Enables department-specific workflows in external systems (CRM, analytics, etc.).

How to Use (Step-by-Step):

Step 1: Navigate to Webhook Configuration

• Go to Admin Portal → Webhooks → Create New Webhook (or edit an existing one).

Step 2: Select the Trigger Type

• From the Trigger Event dropdown, choose Call Received on Department.

Step 3: Choose the Department

• A new Department Selection dropdown is now available.
• Select the specific department for which you want to configure the webhook trigger.
• (Previously, this option was not available — the webhook applied to all departments.)

Step 4: Configure the Webhook Endpoint

• Enter the Webhook URL, authentication details, and any additional headers or parameters as required.

Step 5: Save and Test

• Click Save to activate the webhook.
• You can test by receiving a call in the selected department and verifying that the webhook fires only for that department.

2. Standardized Hangup Cause codes (aligned to Q.850) for consistent reporting

For: ADMIN SUPERVISOR

What It Is

Currently, webhook payloads and platform Call Detail Records (CDRs) reflect different values for hangup and reason fields due to variations in logic and data sources.

• In platform CDRs:
  • The Hangup Cause reflects the standard Q.850 hangup code received from the telephony network.
• In webhook payloads:
  • The Reason Key and Hangup Cause values are derived from internal business logic, which may differ from the CDR.

This discrepancy can lead to confusion during data analysis, reporting, or when integrating webhook data with external systems.

The new enhancement aims to standardize these values so that webhook payloads and CDRs are fully aligned and consistent.

What Are the Benefits

• Data Consistency: Webhook and CDR data now reflect the same hangup cause and reason values.
• Standardization: Adoption of Q.850 standard hangup codes across systems.
• Simplified Integrations: External systems can rely on unified and predictable field values.
• Improved Troubleshooting: Easier correlation of call termination reasons between webhook data and CDR logs.
• Clear Documentation: A well-defined mapping reference is available for all standardized hangup cause codes.

How to Use (Step-by-Step)

Step 1: Review the Standardized Fields in Webhook Payload
The webhook payload should includes the following standardized keys for hangup information:

Step 2: Mapping Reference

For a detailed list of Q.850 hangup cause codes and their corresponding descriptions, refer to:

https://docs.smartflo.tatatelebusiness.com/docs/call-hangup-cause-codes-q850-standard

3. Inclusion of ref_id in Click to Call and Click to Call Support Webhook Events

For: ADMIN

What It Is

We have introduced support for the ref_id parameter in both the Click to Call API and the Click to Call Support API. To maintain consistency and enable improved end-to-end tracking, the ref_id is now being added to all webhook response events related to these APIs.

This enhancement ensures that each webhook event can be directly correlated with its originating API request, simplifying monitoring and troubleshooting.

What Are the Benefits

• Improved Traceability: Easily link each webhook event to the original Click to Call or Click to Call Support API request using ref_id.
• Consistent Data Flow**:** ref_id now flows seamlessly from API request to webhook notification.
• Simplified Debugging & Auditing**:** Makes it easier to trace and verify call flows during analysis or incident resolution.
• Backward Compatibility**:** Existing integrations remain unaffected — older payloads continue to work as expected.
• Updated Documentation**:** All related API and webhook documentation have been updated to reflect this enhancement.

How to Use (Step-by-Step)

Step 1: Initiate the API Request
Send a Click to Call or Click to Call Support API request as usual.

Step 2: Receive API Response with ref_id
The API response now includes a unique ref_id that can be used for tracking.

Step 3: Webhook Response Includes Same ref_id
When webhook notifications are triggered for all events will be included ref_id in each payload. This allows you to correlate the webhook event with the API response using the ref_id.

4. Added customer_ring_timeout in Click-to-Call Support API (10–30 sec configurable)

For: ADMIN

What It Is

A new parameter, customer_ring_timeout, has been introduced in the Click-to-Call Support API to provide better control over call handling and customer experience.

This parameter defines the maximum duration (in seconds) that the customer’s phone will ring before the system automatically disconnects the call if it remains unanswered.

If this parameter is not specified in the API request, the system will use the default value of 30 seconds.

What Are the Benefits

• Improved Call Handling: Automatically ends ringing calls after a defined duration, reducing unnecessary wait times.
• Customizable Experience: Allows businesses to tailor the ringing duration based on use case or customer preference.
• Resource Optimization: Frees up lines and reduces call queue congestion caused by prolonged unanswered calls.
• Backward Compatibility: Fully optional parameter — existing API integrations remain unaffected.
• Clear Configuration Control: Provides an explicit and documented way to manage ringing timeout behaviour.

How to Use (Step-by-Step)

Step 1: Include customer_ring_timeout in API Request
When initiating a Click-to-Call Support API request, include the customer_ring_timeout parameter to specify how long the customer’s phone should ring before disconnection.

Example – Click-to-Call Support API Request:

Step 2: API Behavior

• If the customer answers within the timeout duration, the call proceeds normally.
• If the customer does not answer within the specified customer_ring_timeout, the system will auto-disconnect the call.
• If customer_ring_timeout is not provided, the default 30 seconds will apply automatically.

Example Scenario:

• API request sets customer_ring_timeout to 15 seconds.
• Customer does not answer the call within 15 seconds.
• The call is automatically disconnected, and relevant webhook events are triggered accordingly.

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📶 VOICE Streaming and SIP Trunking

1. Dynamic WebSocket URL Support for VOICE Streaming

For: ADMIN SUPERVISOR DEVELOPER

What It Is

VOICE Streaming now supports Dynamic WebSocket URLs, enabling the platform to fetch a unique WSS endpoint at call initiation by making a GET or POST API request to the VOICE Bot/AI provider.

Instead of connecting every call to a single fixed WSS URL, Smartflo will call the provider’s REST API, pass predefined call parameters (call_id, from, to, call_status), and fetch the correct WSS URL dynamically.

This allows the AI provider to decide which bot instance, model, or cluster to route the call to — in real time.

What Are the Benefits?

• Improved Load Distribution
  Each call can be routed to a separate WebSocket endpoint, preventing overload on a single bot server.
• Enhanced Reliability & Resilience
  Dynamically distributing calls ensures better fault tolerance and reduces the risk of call drops due to endpoint failures.
• Flexibility for Bot Providers
  AI vendors can implement custom routing logic, such as sending different customers or campaigns to different bot clusters.
• Better Scalability
  Makes it easier for large-scale BOT providers to manage thousands of concurrent calls without performance degradation.

How to Use (Step-by-Step)

1. Go to:
   Settings → Channels → Voice Streaming
2. Click Add an Endpoint
3. The default Endpoint Type will be Static URL
4. Fill the following:
   • Name
   • Description
5. Select Endpoint Type: a) Static URL
   • Paste the direct wss:// bot URL b) Dynamic URL
   • Choose GET or POST
   • Add the API URL provided by the AI vendor
   • Configure Query Params, Headers, or Body Params
   • You may use the supported dynamic variables:

6. Use the Preview Panel
   • Verify the request payload with actual sample values
7. Click Save
   • Then toggle Status → Enabled

2. SIP Trunking – Alpha Release on Smartflo

For: ADMIN SUPERVISOR DEVELOPER TELEPHONY ENGINEER

What it is?

SIP Trunking is now available under an Alpha Release on Smartflo. This feature enables businesses to connect their PBX, SIP Server, or SBC directly with Smartflo using SIP over TCP and IP-based authentication (no SIP registration required).

It allows calls to be originated from customer SIP infrastructure and terminated to customer SIP endpoints through Smartflo’s telephony layer.

What are the benefits?

• Enterprise-Grade Connectivity:
  Enables secure, scalable PSTN interconnection using standard SIP protocol—ideal for mid-market and enterprise deployments.
• AI Voice Bot Compatibility:
  Supports seamless integration with third-party AI Voice Bot platforms through SIP, opening additional automation opportunities.
• IP-Based Authentication:
  No need for SIP registration—direct routing through whitelisted public IPs ensures secure and stable communication.
• Foundation for Native SIP Ecosystem:
  Lays the groundwork for partner integrations, and large-scale AI-driven outbound/inbound workflows.

How to use? (Step-by-Step)

SIP Trunking is currently in Alpha Release with limited availability and requires backend provisioning. Reach out to your Account Manager to request SIP Trunking access under the Alpha program.

3. Extended ref_id Support in ‘start’ Event of VOICE Streaming

For: ADMIN SUPERVISOR DEVELOPER

What it is?

We have extended support for the ref_id parameter to the ‘start’ event of VOICE Streaming for all calls initiated using the Click to Call Support API that eventually land on VOICE Streaming.

This ensures that the ref_id from the original API request now flows into the very first event of streaming—allowing complete traceability across API → Streaming → Webhook notifications.

What are the benefits?

• Improved Traceability
  Easily correlate each VOICE Streaming ‘start’ event with the originating Click to Call Support API request using the same ref_id.
• Consistent Data Flow
  ref_id now flows seamlessly from API request → API response → VOICE Streaming ‘start’ event → webhook notifications.
• Simplified Debugging & Auditing
  Makes it much easier to diagnose call issues, validate call flows, and perform audit checks.
• Backward Compatibility
  Existing integrations continue to work—this enhancement does not introduce breaking changes.

How to Use?

1. Initiate the API Request - Trigger a Click to Call Support API request as you normally do.
2. Step 2: Receive API Response with ref_id - The API response now includes the same ref_id provided in your request so you can begin call tracking immediately.
3. Step 3: Receive VOICE Streaming ‘start’ Event with ref_id - If your Click to Call Support API Token is configured with VOICE Streaming as its destination:
   1. When the outbound call connects,
   2. And VOICE Streaming begins,

You will now receive the start event on your WebSocket connection with the same ref_id, making it fully traceable.

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