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October 2025

8 days ago

🏆 HPBX

⚙️ Enhancements

  • Schedule Call API Integration – Phase II Backend integration to automate and manage scheduled call workflows within Interaction Hub.
  • Restrict Queue Chat on New Interactions Introduced controls to manage queue chat concurrency, preventing duplicate chat interactions.
  • Smarter Schedule Calls
    • If scheduled calls exceed 20k, the system will now automatically send an email alert.
    • Helps teams avoid missing calls due to overscheduling.
  • Enhanced Reply & Interactive Messaging – Phase II
    • Richer interactive messaging and smoother agent reply handling.
    • Improves customer engagement and faster resolutions.
  • Intercom Support in Destination API
    • Now supported for more flexible call routing in custom integrations.
  • Improved Interaction Queries
    • You can now fetch conversation and interaction data by DID/Agent.
    • Ensures CDR reports reflect the right owner and improves data accuracy.
  • Configurable Agent Disposition (Labels)
    • Control how many labels can be selected per interaction.
    • Cleaner UI makes it easier for agents to classify calls quickly.
  • Agent State Management
    • Agents now have a clear available/busy toggle and proper logout handling.
    • Activity logs track changes to improve accountability.
  • Richer CDR Records
    • Even if alternate numbers are used, the contact name and ID will now be shown.
    • Reduces confusion and ensures complete traceability

🧱 Upgrades

  • C2C API Enhancements
    • Added Reference ID for auditing and traceability of Click-to-Call executions (visible in CDR).
    • Refined API for reliability in mapping contact names and ensuring consistency in CDR.
  • Route Calls via Mobile or Extension: Flexibility to handle calls even when away from desktop.
  • Android SDK Update to v35: Ensures compliance, stability, and app store readiness.
  • Multiple Label Selections: Agents can now apply multiple labels when required.

🐞 Bug Fixes

  • Fixed issue causing outbound calls to get stuck in ringing state.
  • Stabilized Click-to-Call from Extension and resolved related failures.
  • Corrected user_id mismatch in CDR during external transfer.
  • Fixed invalid entries being saved in Time Group settings.
  • Resolved click-to-call failure caused by long contact names.
  • Improved telephony log query optimization for faster load times.
  • Fixed extension call count mismatch in real-time agent reports.
  • Increased softphone registration timeout for better connectivity.
  • Addressed user_id mapping inconsistencies for calls initiated via softphone or custom JSON.

🚀 Coming Soon

  • Voice Bot Context Summary View
  • Video Call Log in Interaction Hub
  • Transfer Chat to/from External Bot
  • Sensitive Information Masking & Encryption
  • Sticky Agent Failover Options
  • Post Chat Analytics

🧠 Console

⚙️ Enhancements / Upgrades

  • Agent Groups Renamed to Teams – Moved under Users section; default team auto-created for each new account.
  • Smartflo Account Enhancements – Added fields for Concurrent Call Limit and Voice Streaming Limit in Additional Settings.
  • Admins can now manage product access and assign users directly from Console.
  • Supervisor Limit
    • Added a restriction for Supervisors on account level.

🐞 Bug Fixes

  • Optimized My Numbers and Extensions page for faster load times.
  • Corrected total value calculations in Product Expiry Emails.
  • Introduced a limit of 5 incorrect OTPs per hour for added security.

💬 Messaging

⚙️ Enhancements / Upgrades

FeatureObjective
Channel List Selection in Templates (SMS, WhatsApp)Introduced a mandatory channel field for future multi-channel template deployment.
Omni Public APIs IntegrationIntroduced new onboarding flow with migration SOPs for consistent API integration across platforms.

🚀 Coming Soon

  • Template Management (New UI)
  • Video Meeting (Geo Tagging)
  • Video Log in Interactions Hub
  • Activity Logs (Channel Hub)

📞 Contact Center Dialer

⚙️ Enhancements / Upgrades

  • Support for Schedule Call Field and DND Field at Sub-status level in Disposition.
  • Enhanced Schedule Call Report for Dialer Calls.
  • Truecaller Dial Assist API Integration for improved outbound identification.
  • Added Sub-Dispositions Field in Lead List.
  • Added DND list export option.
  • Sticky Agent Feature: Choose how incoming calls are handled when agent is busy (auto hang-up or transfer).
  • Webhook Improvements: Pass agent number without prefix.
  • Queue Priority: Inbound queue priority supported in campaigns.

🐞 Bug Fixes

  • Fixed In-Time reporting mismatch in Total In/Out calculations.
  • Resolved Scheduled Calls merged with Ratio Calls UI error.
  • Fixed Lead ID List missing in intermittent CDR logs.
  • Resolved Lead Deletion Issue.
  • Fixed number paste restriction in Manual Dial (Mac).
  • Resolved Call Recording not pushed in webhook issue.

🚀 Coming Soon

  • Timezone-Based Calling for region-aware campaign scheduling.

📢 Campaigns / Outreach

🐞 Bug Fixes

  • Changes in Delete Broadcast Permission - Only the users who has the delete broadcast campaign enabled will be able to delete the campaign.
  • Bulk deletion of leads through CSV from lead list bug has been resolved

🔗 Integrations

🆕 New Features

  • Updated call duration parameter in IAS/HPBX CRMs to Answered Duration (excluding ringing time).
  • Updated Salesforce HPBX Integration title to reflect brand consistency.
  • Added Opportunity Module support in LSQ HPBX integration.
  • Leadsquared Service Cloud Contact Center Integration (native UTC).
  • Salesforce HPBX – Opportunity module now supported.
  • Disposition/Sub-disposition fields added across all integrations.
  • Salesforce now supports N-Level Disposition (up to 5 levels).
  • Dynamic URL Whitelisting for 3rd-party apps.
  • Zoho Contact Center: Missed call disposition stored in Notes Field instead of Call Result Field.
  • Salesforce Contact Center: Callback task now includes Date/Time in Reminder Set field with notification.
  • Salesforce HPBX: Added Account Entity for Opportunity and non-Opportunity use cases.

⚡ Enhancements

  • HubSpot: Contact-ticket mapping added.
  • Salesforce & Zoho: Search enabled on mobile field.

🐞 Bug Fixes

  • Fixed Freshdesk IAS/HPBX missed call subject mapping for inbound missed calls.

🚀 Coming Soon

  • LSQ Service Cloud WebRTC Support (auto-ticket scenario).
  • Mobile Field support for IAS Integrations.

📊 Insights

✨ Enhancements

  • Department Wallboard now displays both received and missed calls per user.

  • CSAT Report now includes Customer Number + Call Date & Time separately.

  • Insights now live for all clients, processing CDRs universally.

  • C2C Calls now trackable with a unique Reference ID.

  • Total Wrap-Up Duration" and "Not Connected Duration" added to track agent post-call activity and idle time more effectively.

  • Email id key has been added in Custom APR: Added to APR reports for clearer identification.

  • The customer’s name will be displayed in the CDR when the call is made from either the primary or the alternate number

🧱 Upgrades

  • Transferred & Conference Call Data added to Agent Performance Dashboard.
  • SIP Trunk Calls included in CDR, Call Flow, and Custom Reports.
  • AI Post-Call Analytics (Alpha) – new AI layer for post-call insights.
  • Message Detail Record (MDR):
    • Track WhatsApp/SMS at message level.
    • Apply advanced filters.
    • Export-ready for deeper analysis.

🐞 Bug Fixes

  • Fixed Custom Dialer APR incorrect values for midnight users.
  • Fixed APR-CDR mismatch in outbound in-call time.
  • Bulk recording downloads now fully functional.
  • Prevented duplicate CDR generation for multi-client calls.4

⚙️ APIs & Webhooks

⚙️ Enhancements

  • customer_ring_timeout parameter added to Click-to-Call API for dynamic ring duration control.
  • Call Operation API now supports transfer within Dialer Inbound Queue.
  • Added ref_id support in Click-to-Call APIs (and visible in CDR Fetch API).
  • API Dial Plan Redesign
    • Cleaner page design for consistency.
    • Calls can now be transferred to agents more smoothly through inbound queues.

🆕 New Features

  • New Webhook Triggers
    • Capture events when a call is dialed on agent or answered by agent.
  • Announcement Recordings
    • Play announcements in dial plan calls after agent-customer connect.

🧱 Upgrade

  • Internal Mapping for Custom-Defined Formats in API Dial plan for flexible data handling.

🐞 Bug Fixes

  • Fixed Click-to-Call Hangup Event mismatch during transfer.
  • Resolved Webhook trigger issue for DID selection.

🚀 Coming Soon

  • Standardized Hangup Reason Keys across platform.

  • New API for Transcription/Summary on Call Transfer.


🔊 Voice

⚙️ Enhancements / Upgrades

  • Stabilized SIP Trunking (Alpha) with billing support through Default Product.
  • Introduced Concurrency Management without upper limit (to be launched in Beta).
  • Two-Way Audio Streaming (VOICE Streaming) upgraded to a stateless architecture:
    • Higher reliability and reduced points of failure.
    • Independent scaling of components.
    • Seamless handling of higher concurrency.
    • Improved stability during peak loads.

🐞 Bug Fixes

  • Fixed File Watcher Limit in Call Recording Mini-Service.
  • Reduced Retry Attempts to control queue delays and storage issues for AWS/SFTP customers.

🚀 Coming Soon

  • Support for Dynamic WebSocket URL in Voice Streaming.
  • Billing Enablement for Voice Streaming.
  • BYOS Storage Validation Testing before customer configuration.