Contact Center - Patch Release Notes 6.8.1

release details release date october 1, 2025 this document outlines the features, enhancements, bug fixes, and security updates for the ecc 6 8 1 release highlights / release summary this release introduces significant enhancements to the agent and administrator experience key highlights include the new omni experience toolbar (beta) , which provides a unified, multi channel workspace for agents, and the custom toolbar framework , enabling greater flexibility for crm integrations this patch also brings foundational architecture changes, including a new xmf service for the multi channel framework and support for redis sentinel mode for high availability administrators and supervisors benefit from five new omnichannel reports , new configuration options for toolbars and call transfers , and new data tables for live monitoring build versions the following component versions are included in this release component build url amf bom ocir io/bmvcldyxkwlg/amf 6 7 6 20250721 r 54847 appserver bom ocir io/bmvcldyxkwlg/appserver 6 8 7 20250930 r 227997 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 8 2 20251001 r 228508 applite exoapplite 6 4 1 20240801 r 153309 exe art bom ocir io/bmvcldyxkwlg/art 6 8 2 20250930 r 228005 art dbquery na asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 8 4 20250930 r 227887 chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 5 20250930 r 227893 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 8 4 20250930 r 227885 cms bom ocir io/bmvcldyxkwlg/cms 6 8 7 20250930 r 227989 cms dbquery na crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 8 5 20250930 r 227883 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 8 5 20250930 r 227877 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 8 8 20251001 r 228413 eureka bom ocir io/bmvcldyxkwlg/eureka 6 8 4 20250930 r 227884 exoxtrm ingress na fluent bit bom ocir io/bmvcldyxkwlg/fluent bit 100 0 14 20241213 r 171818 not found fluentd bom ocir io/bmvcldyxkwlg/fluentd central logger 100 0 13 20241213 r 171815 gateway bom ocir io/bmvcldyxkwlg/gateway 6 8 4 20250930 r 227890 ingress nginix controller na init na init exoxtrmutils na interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 8 8 20250930 r 227879 k8tz na kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 8 4 20250930 r 227886 logrotate(na) bom ocir io/bmvcldyxkwlg/logrotate 6 0 14 20241126 r 169000 node logcleanup bom ocir io/bmvcldyxkwlg/logcleanup k8s node 6 0 17 20241226 r 174107 postgres na postgres operator na postgresql v14 citus version v14 scheduler bom ocir io/bmvcldyxkwlg/scheduler 6 8 4 20250930 r 227882 vault na zabbix server zabbix server 7 2 0 zabbix agent zabbix agent2 7 2 0 patch bom ocir io/bmvcldyxkwlg/patch 6 8 10 20251001 r 228510 kafka kafka 2 13 3 4 1 1 x86 64 rpm redis redis stack server 6 2 6 v2 1 rhel8 rpm kafka connect bom ocir io/bmvcldyxkwlg/kafka connect\ v1 ksqldb(na) confluentinc/cp ksqldb server\ latest schema registry docker io/bitnami/schema registry 7 8 0 debian 12 r2 xmf bom ocir io/bmvcldyxkwlg/xtrmmessaggingframework 6 8 5 20250930 r 228020 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 8 4 20250930 r 227891 cqa bom ocir io/bmvcldyxkwlg/cqa 6 8 4 20250930 r 227894 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 7 20251001 r 228703 note release marked in bold has the change only, other releases has no change and are same delivered in last patch cycle features list create new patch service for xmf (en 146855) a new patch service, xmf , has been introduced to support the multi channel framework this new service replaces the previous amf service, improving the backend support for omnichannel operations restrict access to campaign context server preference flag (en 145230) prevents agents from making incorrect selections during call transfers by hiding the "default ivr" option when it's not relevant how it works previously, the "default ivr" option was always visible during transfers, which could lead to agent errors a new flag, ( adddefaultivrfeaturecontextsforcampaign ) has been introduced in the server preference store to control the visibility of the default ivr this can be configured globally (cc level) or for a specific campaign the campaign level configuration has higher priority impact this change only affects the displayed list of ivrs call transfer and routing functionality remain unchanged documentation https //exotel atlassian net/wiki/spaces/arch/pages/1038712881/configurable+default+ivr+in+transfer+context (internal) voice data points parity for new fw (en 145662) provides new, consolidated data sources for supervisor live monitoring and enables the creation of custom reports and dashboards in superset new tables three new tables have been introduced disposition summary stats productivity summary stats lead information stats omni toolbar | harmony ui (beta version) (en 146070) this release introduces the new omni experience toolbar (harmony ui) in beta it is designed to give contact center agents a single, unified, and modern workspace directly in their platform toolbar, replacing older (e g , 4 x) implementations by eliminating unnecessary app switching and consolidating all key capabilities (interactions, history, contacts, callbacks, telephony, ai) for all channels (voice, chat, whatsapp) into one intuitive interface, this new toolbar is designed to improve agent productivity and reduce average handling time (aht) in scope (phase 1 beta) toolbar ui with uad feature parity (excluding known phase 1 omissions) multi tab telephony handling and reload persistence omni channel interaction management (voice, chat, whatsapp) core table components for interactions, contacts, and callbacks out of scope (phase 1 beta) sso login options (saml, social login) column arrangement widget for tables advanced analytics (planned for a future release) single session webrtc is not yet implemented dump device info to reports db mobile app or /app (en 141642) support has been added to capture mobile device specific information (e g , model, os version) in reports for sessions initiated from the mobile app or web app this feature is controlled by a contact center level flag to ensure device details are collected only when required note this capability is currently supported for android devices only and is not yet available for ios devices call id accessibility for auto dial calls (en 147067) the callid is now correctly passed as a global variable during auto dial calls this ensures that custom scripts and nodeflows can reliably access the call identifier for post processing and integration workflows support for redis sentinel mode ( en 136747 & en 136707) the application has been enhanced to support connecting to redis in both "normal" mode and high availability "sentinel" mode a configuration flag determines which mode is used when sentinel mode is enabled, the application will automatically connect to the sentinel, find the master redis node, and direct all write requests to it this provides critical fault tolerance and automatic failover for redis documentation https //exotel atlassian net/wiki/spaces/ecc/pages/1105887240/redis+configuration (internal) omni toolbar configuration at process & campaign levels (en 144766) the omni toolbar configuration can now be applied at the process and campaign levels, providing granular control beyond the system wide global settings this allows administrators to create tailored toolbar layouts, ensuring agents only see the channels and tools relevant to their specific assignments benefits this enhancement improves agent focus, simplifies onboarding, and increases productivity by reducing ui clutter fallback logic the system remains fully backward compatible if no specific process or campaign configuration is found, the system automatically applies the global toolbar configuration documentation https //exotel atlassian net/wiki/spaces/arch/pages/1014267931/custom+toolbar+framework+en 145912 (internal) custom toolbar framework (en 145912) re introduced and enhanced the custom crm integration framework this powerful update enables internal teams and partners to develop, manage, and deploy custom crm connectors independently, without direct dependency on the core product engineering team key capabilities modify existing connectors override standard connectors (e g , salesforce, zoho) with custom javascript based logic build new connectors create entirely new crm integrations with support for external libraries and ameyo toolbar interaction points deployment & management upload, version, and restore custom integration files directly via the multiccmanager ui versioning supports multiple custom configurations of the same crm type (e g , different zoho versions for different processes) fallback easily disable custom connectors to revert to default platform behavior out of scope enabling each toolbar to have its own distinct set of custom ui features and sso configurations adding server side dumping capabilities for entirely new, custom integration types note this release includes support for custom toolbars integrated with salesforce crm documentation https //exotel atlassian net/wiki/spaces/arch/pages/1014267931/custom+toolbar+framework+en 145912 (internal) new omnichannel reports (en 146322) introduced five new default reports to provide comprehensive insights into omnichannel performance these reports provide richer, more accurate visibility into omnichannel interactions and productivity from both the customer (interaction summary) and agent (agent productivity) perspectives channel summary interaction summary acd interaction summary campaign omni apr cc omni apr the reports leverage the omni interaction denormalized interval 5 min truth table to populate two key statistics tables interaction summary stats, representing the customer perspective agent productivity omni summary stats, representing the agent perspective agent self monitoring for omnichannel (en 145892) the agent self monitoring dashboard, previously available only for voice campaigns, has now been extended to support omnichannel campaigns agents can access their omnichannel performance metrics via the /omniapp interface technical tasks no technical tasks are included in this release security fixes hardcoded postgresql credentials leaked (ga 15225) issue the art api response contained hardcoded postgresql credentials (username postgres, password password), posing a significant security risk resolution this issue is addressed in the latest reports and stats build the password is no longer exposed in api responses ga 15226 application allows unrestricted file upload (cfs) issue the application accepted file uploads without validating content type or file contents, which could allow for malicious code execution and system compromise resolution validation has been implemented on the cfs side to resolve this vulnerability benchmark tasks benchmarking tasks are not applicable to this release debugging and monitoring tasks debugging docs / sops na monitoring tasks na limitations and known issues the following are known issues, limitations, and known facts for this release en 142448 popup for multiple customers does not appear in the toolbar for inbound calls en 142553 | en 140238 saml sso is not supported with the omni toolbar ga 14853 "create and dial" is not supported in the toolbar for the duplicate customer feature ga 14022 the addcustomerinfotocrmurl flag only works at the system level ga 14534 the blacklist feature only blocks a number if a zero is added before it ga 14933 campaign customer table is not updating after call disposition, allowing the same number to be dialed infinitely (related to third party masking setup) ga 14932 "create and dial" creates the customer, but calling fails (related to third party masking setup) ga 15053 (bulk user upload) uploads fail if column names or sequence are changed in the downloaded csv, even if mapped correctly ga 15107 during force login, the first user is not logged out properly (fix not received) ga 15098 "non dialable" setting is not working with callbacks ga 15223 callback upload from supervisor fails with a user id mismatch when is self callback is false ga 15224 callback failure logs are not available in app server logs ga 15235 campaign callbacks are not initiated if the agent is logged in but on a break en 145660 "abandon at acd" data is not dumping for chat queues when no agent is logged in en 146522 issues with mp3 and mp4 format support in messenger ga 15303 unable to test whatsapp and messenger in the same campaign due to an issue initiating outbound whatsapp chats en 147340 messages are not exchanged between agent and customer if a reload occurs during an ongoing chat ga 15474 negative udh wrap time is being dumped in omni interaction denormalised interval 5 min for auto transferred chats cqa/ai issues hr 604 past interaction count/list not showing when ccdp flag is enabled hr 609 outbound chat summary is not generated hr 640 meaningful chat summary not generated based on conversation hr 614 cqa scoring sometimes not showing in closed interaction tab hr 616 cqa ai scoring is incorrectly analyzing unattended chats hr 613 supervisor is unable to save cqa manual scoring with comments customer reported and legacy bugs fixes system common bugs character length check for userid (ga 15199) issue the user id field had no character limit, causing the user deletion api to fail for long ids (>1000 characters) this was a legacy issue fix a 75 character limit is now enforced in both the ui and backend for the user id field voice mobile number display privacy concern (sl 17486) issue in supervisor live monitoring, the waiting list displayed the original phone number in the name column for unknown (unregistered) customers, even when number masking was enabled fix the name column will no longer display the phone number; it will remain blank for unregistered customers to protect privacy unable to add caller id in campaign settings (sl 17435) issue admins received an error when trying to add or update the caller id field in the admin ui for campaign settings fix the caller id field is now functional admins can configure the did here for agent visibility, while the customer facing did remains controlled by the did pool or nodeflow telephony panel inactive after auto dispose (sl 17546) issue when a call was auto disposed (e g , due to wrap timeout), the ui would lock up because the modal backdrop was not removed, forcing the agent to reload fix the code now properly removes the modal backdrop, allowing users to continue working without a reload monitoring data and reports data engine oom crash from non utf characters (ga 15157) issue the data engine service crashed with an out of memory (oom) error due to processing usernames with non ascii or non breaking space characters this also caused agent names to display as ? in the supervisor live monitoring ui fix the cms microservice now enforces utf 8 encoding and replaces non breaking spaces with normal spaces, resolving both the oom crashes and the ui display issue browser version support version 140 0 7339 208 (official build) (arm64) reports delivered verified reports the following 15 reports were verified by qa for this release call history call details acd abandon call detail report acd call details acd call interval summary acd call summary agent session details agent productivity summary agent productivity interval summary acd abandon call summary report queue performance report omni call details report omni chat detail report omni interaction call history omni interaction detail report not delivered the following reports are present in the ui but were not delivered/verified in this patch interaction activity daily report feedback report chat channel report transition daily report acd video chat details crm lead details report interaction service level report supervisor qa gm productivity summary crm details report acd abandon video chat details report calls quality report video chat history kyc officer quality report agent productivity summary for video chat agent chat report chat agent productivity report kyc request activity report kyc request summary report kyc request date wise summary report kyc request detail report group agent productivity summary group agent productivity interval summary conference report call distribution interval summary group agent session details lead penetration call distribution hot fixes the following urgent fixes were deployed after the initial 6 8 1 release hf1 dated october 13, 2025 hr 755 cqa voice interaction dashboard data not populating issue data was not being saved to the interaction qa tables, which caused the cqa voice interaction dashboard to appear empty root cause the data streams (interaction qa pending stream, interaction qa completed stream) were created with a replication factor of 1 this conflicted with the ksqldb default setting (min insync replicas=2), which ensures data durability this mismatch caused all write operations to fail with a timeoutexception, leaving the topics empty fix the incorrect replicas=1 setting was removed from the create stream statement the streams now use the setup's default replication factor, allowing data to flow correctly build tag bom ocir io/bmvcldyxkwlg/patch non prod 6 8 11 20251010 r 230698 en 147990 default agent ringing tone volume reduced issue the default ringing tone in the 6 x setup was excessively loud for agents fix a new ui build was released containing a new ringing tone file with a reduced volume note this change only applies to the voice toolbar and voice /app it does not affect the omni uad, omni toolbar, or mobile app build tag bom ocir io/bmvcldyxkwlg/appserverui 6 8 2 20251013 r 231382 sl 17624 investigation into "agents can't end call" issue issue an intermittent issue was reported where agents were unable to end calls action this build adds enhanced logging to help diagnose the issue the root cause is suspected to be intermittent delays in api authentication or a redis call under heavy load impact this change is for diagnostic purposes only and has no functional impact on users build tag bom ocir io/bmvcldyxkwlg/appserver 6 8 8 20251013 r 231163 hf2 dated october 15, 2025 sl 17551 "longest call duration" statistic frozen on dashboard issue on the agent self monitoring dashboard, the "longest call duration" statistic was stuck at 5 minutes and would not update root cause a null pointer exception in the data engine was causing lag and preventing the dashboard data from refreshing fix the underlying issue causing the exception has been resolved build tag bom ocir io/bmvcldyxkwlg/dataengine 6 8 13 20251015 r 232159 contact / support information for issues or queries, please contact ameyo support via the support portal or designated email channels or reach out to your customer success manager