Contact Center - Patch Release Notes 6.8.2
Release Details
Release Date: October 19, 2025
This document outlines the features, enhancements, bug fixes, and security updates for the ECC 6.8.2 release.
Highlights / Release Summary
This is a focused patch release that introduces new agent-facing features, including the ability to group related interactions (e.g., start a call from a chat) and CQA (Quality Profile) support for voice campaigns.
This version also delivers critical security fixes to address HTML injection vulnerabilities found in report uploads and special character handling. Additionally, it includes important bug fixes related to call recording formats (adding stereo support) and report filters for BYOK customers.
Build Versions
The components and their corresponding build versions for this release are listed below:
Component | Build URL |
|---|---|
amf | bom.ocir.io/bmvcldyxkwlg/amf:6.7.6.20250721-R_54847 |
appserver | bom.ocir.io/bmvcldyxkwlg/appserver: 6.8.18.20251016-R_232734 |
appserver-ui | bom.ocir.io/bmvcldyxkwlg/appserverui: 6.8.7.20251017-R_232962 |
applite | ExoApplite-6.4.1.20240801-R_153309.exe |
art | bom.ocir.io/bmvcldyxkwlg/art:6.8.7.20251015-R_232161 |
art-dbquery | NA |
asrouting | bom.ocir.io/bmvcldyxkwlg/asrouting:6.8.6.20251014-R_231603 |
chat-service | bom.ocir.io/bmvcldyxkwlg/chat-service: 6.8.7.20251014-R_231612 |
citus-patch | bom.ocir.io/bmvcldyxkwlg/citus-patch:6.8.6.20251014-R_231615 |
cms | bom.ocir.io/bmvcldyxkwlg/cms:6.8.11.20251017-R_233080 |
cms-dbquery | NA |
crm-connector | bom.ocir.io/bmvcldyxkwlg/crm-connector:6.8.7.20251014-R_231610 |
customer-fetcher | bom.ocir.io/bmvcldyxkwlg/cfs:6.8.7.20251014-R_231602 |
data-engine | bom.ocir.io/bmvcldyxkwlg/dataengine: 6.8.15.20251018-R_233202 |
eureka | bom.ocir.io/bmvcldyxkwlg/eureka: 6.8.6.20251014-R_231609 |
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:6.8.6.20251014-R_231605 |
ingress-nginix-controller | NA |
init | NA |
init-exoxtrmutils | NA |
interaction-service | bom.ocir.io/bmvcldyxkwlg/interaction-service: 6.8.10.20251014-R_231611 |
k8tz | NA |
kafka-patch | bom.ocir.io/bmvcldyxkwlg/kafka-patch:6.8.6.20251014-R_231613 |
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:6.8.6.20251014-R_231606 |
vault | NA |
zabbix-server | zabbix-server: 7.2.0 |
zabbix-agent | zabbix-agent2: 7.2.0 |
patch | bom.ocir.io/bmvcldyxkwlg/patch:6.8.15.20251016-R_232657 |
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: 6.8.7.20251014-R_ 231621 |
CCDP | bom.ocir.io/bmvcldyxkwlg/ccdp:6.8.6.20251014-R_231623 |
CQA | bom.ocir.io/bmvcldyxkwlg/cqa:6.8.6.20251014-R_231622 |
omni-ui | bom.ocir.io/bmvcldyxkwlg/omni-ui:6.8.16.20251017-R_233079 |

Note - Release marked in bold has the change only, other releases has no change and are same delivered in last patch cycle

Features List
- Agent -Grouping Related Interactions (HR-165):
- What it is: Agents can now initiate a related interaction (e.g., start a call) directly from an ongoing interaction (e.g., a chat) via a new context menu in the left-hand-side (LHS) panel.
- Benefit: This provides a seamless workflow for agents to switch modes (like chat to call) while maintaining the interaction history for continuity.
- CQA Support with Voice Campaign (HR-641) (HR-736) (HR-728) (HR-718) (HR-735) (HR-696):
- What it is: The CQA (Quality Management) feature set is now extended to support voice campaigns.
- Benefit: Agents can now view their Quality Profile details and average Quality Score for their completed voice calls (Inbound, Outbound, and Callback), giving them direct visibility into performance feedback.
- Documentation link (Internal):
Security Fixes
- HTML Injection | Improper Sanitization | Reports | 6x (GA-15221):
- Problem: A vulnerability existed in the "Add Report" section, where uploading a malicious .jrxml file could lead to HTML/JavaScript injection.
- Fix: The application now properly sanitizes and encodes dynamic content from uploaded files to prevent persistent HTML injection, stored XSS, and UI manipulation risks.
- Improper Sanitization of Special Characters (GA-15345):
- Problem: The application was not properly sanitizing special characters, creating potential HTML Injection and XSS risks.
- Fix: Strict input validation has been implemented on both the client and server sides to mitigate this vulnerability.
Benchmarking Tasks
- NA
Limitations and Known Issues
The following are known limitations or issues in this release:
- EN-142448: For inbound calls, the popup for multiple customers does not appear in the toolbar.
- GA-14838: Filterable and searchable columns are shown three times in the preview alternate number list.
- GA-14853: "Create and Dial" is not supported in the toolbar for the duplicate customer feature.
- GA-14022: The AddCustomerInfoToCRMUrl flag is working only at the system level.
- EN-142553 | EN-140238: SAML is not supported with the omni toolbar.
- GA-14884: Bell Notification not displayed after Churn (Preprod setup).
- GA-14882: Toolbar sometimes faces an "invalid number" issue during manual dial.
- GA-14851: Duplicate customer handling: Mouse arrow is shown on the preview customer screen.
- GA-14843: The Call Details screen under the Manage tab (Supervisor) is distorted.
- GA-14842: Transfer/Confer to user: Not able to select a queue in the queue list.
- GA-14841: Transfer/Confer to user: Queue list is shown when clicking on the campaign option.
- GA-14534: Blacklist feature: A number is only blocked if a zero is added before the number.
- GA-14933: Data is not updating in campaign_customer table after call disposition (Third-party masking setup is down).
- GA-14932: "Create and dial": Customer is created, but calling is not working (Third-party masking setup is down).
- GA-14935: Dial time Restriction at campaign level: Dial time is not updating in campaign_customer table for existing customers.
- GA-14937: user-disposition-retry setting: campaign_customer table is not updated based on the setting after call disposition.
- GA-14958: Conference Call Icon persists after the agent ends the conference.
- GA-14956: Supervisor can force logout an agent without providing a reason.
- GA-15107: During force login, the 1st user doesn't get logged out properly (Fix Not Received).
- GA-15100: Need a flag to persist error records in DB for lead upload.
- GA-15053: Bulk User Upload: Issues occur if column names or sequence are changed in the downloaded CSV, even after correct mapping.
- GA-15098: Non-Dialable feature is not working with callback.
- EN-132681: Excluded disposition feature is not working on the supervisor "manage contacts" page.
- EN-141977: A disabled filter at the system level is still working.
- EN-140367: A filter created at the system level but not assigned to a campaign is still applied to all legacy campaigns.
- GA-15223: Callback upload from Supervisor: If is_self_callback is false, the userId being passed should be bypassed instead of failing.
- GA-15224: Callback failure logs are not available in app server logs.
- GA-15235: Callback is not initiated if an agent is logged in but on break (Campaign callback).
- EN-145356: Agent screen: Complete "Contacts" data columns are not shown everywhere.
- EN-145173: MultiCCManager: Clicking the contact tab reverts to the main login screen.
- EN-145660: "Abandon At ACD" data is not dumping for Chat Queues when no agent is logged in.
- EN-145484: Closed Interactions: Search field not working with Customer Name.
- GA-15313: Customer searching issue: Searchable "name" column splits into two if the name has a space.
- EN-146524: Contacts tab (Admin/Supervisor) bulk upload: Complete data column fields are not shown for mapping.
- EN-146522: Messenger: mp3 and mp4 format support issue.
- GA-15303: WhatsApp and Messenger not tested in the same campaign. Unable to initiate WhatsApp outbound chat.
- GA-15302: Storage Azure: Transcript fails to send to Azure if multiple attachments are sent at a time.
- HR-609: Outbound Chat Summary is not generated.
- HR-604: Past interaction count and list are not showing when the CCDP flag is enabled.
- HR-658: Intent heading is not generated correctly in some conversations.
- HR-642: Case ID not getting updated in Journey.
- HR-640: A meaningful chat summary was not generated.
- HR-633: Summary sentiment does not match the interaction sentiment.
- HR-614: CQA scoring is sometimes not showing in the Closed Interaction tab.
- HR-616: CQA AI scoring should not be analyzed for unattended chats.
- HR-631: Supervisor should be able to perform manual scoring for all calls, regardless of AI scoring.
- HR-646: The screen gets blank after creating a duplicate Quality Profile.
- HR-630: When AI Analysis is disabled, those Quality Profile options should not appear on the AI Audit screen.
- HR-629: When Tasker is down, CQA score shows 'No Score Selected'.
- HR-628: Quality Profile Assignment/Creation option is showing twice on screen.
- HR-613: The supervisor is unable to save CQA manual scoring with comments.
- EN-147340: Messages not exchanged between agent and customer after reload during an ongoing chat.
- GA-15474: Negative UDH Wrap Time dumped for Auto-Transferred Chats.
- GA-15421: WhatsApp inbound chat: Customer name is not being saved.
- GA-15503: Call Details Report: Getting a blank report for masking campaigns if filtering by phone number (masked or unmasked).
- GA-15452: UDH dumping issue with voice and omni campaigns.

Customer Reported and Legacy Bugs Fixes
Monitoring Data and Reports
- Stereo format in IP platform and Leg Platform (GA-15478) (EN-147824)
- Problem: The stereo recording format was not available in 6.x, which was a feature parity gap.
- Fix: Stereo format support has now been added to the data-engine.
- Call Details Report Filter for BYOK (GA-14665):
- Problem: The "Phone" filter in the Call Details report was not working for customers using BYOK (Bring Your Own Key), as encryption is managed at the process level.
- Fix: A mandatory, single-select "Process" filter has been introduced. Users must now select a process (or "select_all") to enable the phone filter, which now works correctly for BYOK configurations.
- Note: This fix is not supported in the Omni Call-details report.

Browser Version Support
- Version 141.0.7390.66 (Official Build) (arm64)
Reports Delivered
Verified Reports
The following 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 Smmary
- ACD Abandon Call Summary Report
- QUEUE Performance Report
- OMNI Call Details Report
- OMNI Chat Detail Report
- OMNI INTERACTION CALL History
- OMNI INTERACTION Detail Report

Reports Not Delivered
The following reports are listed in the Reports tab but were not delivered in this cycle:
- 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
Test Cases Executed
- NA
Hot Fixes
- NA 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.