--- title: Contact Center - Patch Release Notes 6.8.1 slug: contact-center/contact-center-patch-release-notes-681 docTags: createdAt: 2025-11-11T06:22:23.780Z --- # 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** | :::hint{type="info"} **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 **[Link](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. :::hint{type="info" indent="3"} **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 **[Link](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 **[link](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 **[Link](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: 1. CALL History 2. CALL Details 3. ACD Abandon Call Detail Report 4. ACD Call Details 5. ACD Call Interval Summary 6. ACD Call Summary 7. AGENT Session Details 8. AGENT Productivity Summary 9. AGENT Productivity Interval Summary 10. ACD Abandon Call Summary Report 11. QUEUE Performance Report 12. OMNI Call Details Report 13. OMNI Chat Detail Report 14. OMNI INTERACTION CALL History 15. OMNI INTERACTION Detail Report **Not Delivered** The following reports are present in the UI but were not delivered/verified in this patch. 1. INTERACTION Activity Daily Report 2. FEEDBACK Report 3. CHAT Channel Report 4. TRANSITION Daily Report 5. ACD Video Chat Details 6. CRM Lead Details Report 7. INTERACTION Service Level Report 8. Supervisor-QA-GM Productivity Summary 9. CRM Details Report 10. ACD Abandon Video Chat Details Report 11. Calls Quality Report 12. VIDEO Chat History 13. KYC Officer Quality Report 14. AGENT PRODUCTIVITY SUMMARY FOR VIDEO CHAT 15. AGENT Chat Report 16. CHAT Agent Productivity Report 17. KYC Request Activity Report 18. KYC Request Summary Report 19. KYC Request Date Wise Summary Report 20. KYC Request Detail Report 21. GROUP AGENT Productivity Summary 22. GROUP AGENT Productivity Interval Summary 23. Conference Report 24. CALL Distribution Interval Summary 25. GROUP AGENT Session Details 26. LEAD Penetration 27. 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.