--- title: Contact Center - Patch Release Notes 6.8.3 slug: contact-center/contact-center-patch-release-notes-683 docTags: createdAt: 2025-11-06T18:09:08.489Z --- # Release Details **Release Date:** October 30, 2025 This document outlines the features, enhancements, bug fixes, and security updates for the ECC 6.8.3 release. # Highlights / Release Summary This release bridges the gap between Voice and Omni capabilities by **promoting Inbound Voice Campaigns to use the modern Omni UI**. This allows existing 6X voice customers to adopt the new, user-friendly agent experience without a complex migration Key new features include a major **integration with Konnect Insights** for unified ticketing and communication, an **inactivity-based auto-logout** for toolbar integrations to improve license management, and **sanitization of sensitive data** in logs to enhance security This version also delivers significant technical improvements, including a smarter, more resilient KSQL registration process and a unified theme color system for a consistent brand experience across all modules. # 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:6.8.21.20251031-R\_236358** | | **appserver-ui** | **bom.ocir.io/bmvcldyxkwlg/appserverui:6.8.8.20251030-R\_236015** | | applite | ExoApplite-6.4.1.20240801-R\_153309.exe | | **art** | **bom.ocir.io/bmvcldyxkwlg/art:6.8.8.20251029-R\_235728** | | art-dbquery | NA | | **asrouting** | **bom.ocir.io/bmvcldyxkwlg/asrouting:6.8.9.20251029-R\_235701** | | **chat-service** | **bom.ocir.io/bmvcldyxkwlg/chat-service:6.8.10.20251029-R\_235709** | | **citus-patch** | **bom.ocir.io/bmvcldyxkwlg/citus-patch:6.8.9.20251029-R\_235711** | | **cms** | **bom.ocir.io/bmvcldyxkwlg/cms:6.8.13.20251030-R\_235759** | | cms-dbquery | NA | | **crm-connector** | **bom.ocir.io/bmvcldyxkwlg/crm-connector:6.8.10.20251029-R\_235707** | | **customer-fetcher** | **bom.ocir.io/bmvcldyxkwlg/cfs:6.8.10.20251029-R\_235700** | | **data-engine** | **bom.ocir.io/bmvcldyxkwlg/dataengine:6.8.18.20251030-R\_236060** | | **eureka** | **bom.ocir.io/bmvcldyxkwlg/eureka:6.8.9.20251029-R\_235706** | | 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:6.8.9.20251029-R\_235703** | | ingress-nginix-controller | NA | | init | NA | | init-exoxtrmutils | NA | | **interaction-service** | **bom.ocir.io/bmvcldyxkwlg/interaction-service:6.8.13.20251029-R\_235708** | | k8tz | NA | | **kafka-patch** | **bom.ocir.io/bmvcldyxkwlg/kafka-patch:6.8.9.20251029-R\_235710** | | 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:6.8.9.20251029-R\_235704** | | vault | NA | | zabbix-server | zabbix-server: 7.2.0 | | zabbix-agent | zabbix-agent2: 7.2.0 | | **patch** | **bom.ocir.io/bmvcldyxkwlg/patch:6.8.18.20251030-R\_236112** | | 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:6.8.10.20251029-R\_235713** | | **CCDP** | **bom.ocir.io/bmvcldyxkwlg/ccdp:6.8.9.20251029-R\_235720** | | **CQA** | **bom.ocir.io/bmvcldyxkwlg/cqa:6.8.9.20251029-R\_235712** | | **omni-ui** | **bom.ocir.io/bmvcldyxkwlg/omni-ui:6.8.19.20251030-R\_235932** | :::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 Enhacement - ***Promote Voice Inbound Campaign to Omni Inbound Campaign *(EN-147673):** - **What it is:** A major strategic update that enhances the 6X Voice Process to include omnichannel capabilities. Existing Inbound Voice campaigns can now be "promoted" (via a flag) to use the new Omni UI for the agent persona. - **Benefit:** This allows existing 6X voice customers to adopt the modern, user-friendly Omni agent experience **without a disruptive migration. **Backend handling for interactions and reporting remains compatible. - **Scope:** This initial release covers **inbound voice campaigns** and the **agent persona** only. Dialer, toolbar, and supervisor modules are out of scope for this specific update. - **Documentation **[link](https://exotel.atlassian.net/wiki/spaces/~7120206a5054b6882a44d2b06a4b706903a845/pages/1378320413/Promote+Voice+Inbound+Campaign+to+Omni+Inbound+Campaign)** (Internal):** - ***Update & Fetch Interaction,ccdp,cqa,konnectinsights,harmony) *(EN-147386): ** - **What it is:** Enables integration between ECC and Konnect Insights (KI), allowing KI to act as the system of record for tickets while ECC manages the omnichannel communications. - **Benefit:** Agents can access KI (embedded via URL) directly within the ECC interface, eliminating the need to switch tools. The integration supports ticket creation, synchronization, and data exchange (e.g., ECC passes InteractionId to KI; KI returns Ticket IDs and can fetch CCDP summaries). - **Internal Note:** As of now, the app has not been provided by the PS team for integration testing, so the Ticket Creation API is being used instead. ‘*https\://interaction-service.engg-preprod.cc.exotel.com:443/v1/cc-list/99/process-list/169/interactions/83617b30-0554-4024-b002-1ed4e22510/metadata/ticket\_id*’ - **Documentation **[Link](https://exotel.atlassian.net/wiki/spaces/ARCH/pages/1303642121/Konnect+end+to+end+flow+doc)** (Internal): ** - ***Inactivity understanding in 6X toolbar integrations including Omni (EN-146986):*** - **What it is:** Introduces an inactivity timer for the ECC toolbar when integrated with a parent CRM. - **Benefit:** Improves license efficiency and WFM adherence reports. The parent CRM can now configure the toolbar to automatically log out agents after a defined period of idle time. - **Documentation **[Link](https://exotel.atlassian.net/wiki/spaces/ARCH/pages/1304985632/Inactivity+Timer+in+Toolbar+4x+6x+and+Omni+Toolbar)** (Internal) ** ** - ***Sanitization of Logs (GA-15444)*****:** - **What it is:** An enhancement to log management in the AppServer and Data Engine. - **Benefit:** Improves security and data privacy by sanitizing sensitive information (confidential data or PII) from the system logs. This ensures safer log handling during troubleshooting. - **Documentation **[Link](https://exotel.atlassian.net/wiki/spaces/ECC/pages/1306984458/New+Debugging+flow+for+Appserver+and+Data-Engine+in+6x+October+2025)** for Data-engine logs (Internal)** - ***KSQL Patch Upgrade: Dependent KSQL Issue* (GA-15394):** - **What it is:** A major improvement to the KSQL registration and re-registration process. - **Benefit:** The system is now smarter, faster, and more reliable. It automatically determines the correct registration order for dependent KSQL components 350and **only re-registers KSQLs that have actual version changes**351. This reduces unnecessary operations, speeds up deployments, and provides enhanced error handling. - **Action Required:** After deployment, please restart the CMS service pods **one after another** (sequentially or via Rolling Update) to ensure smooth application recovery - **Note:**Please restart the CMS service pods one after another (sequentially or Rolling Update manner) to ensure smooth application recovery and avoid service disruption. - ***Unified Theme Color Across ECC* (EN-147776):** - **What it is:** A standardized theme color system has been introduced across all product SKUs. - **Benefit:** Replaces the previously distinct color schemes for each SKU. This creates a cohesive, recognizable brand identity and a unified user interface, improving usability and accessibility # Technical Tasks - NA # Security Fixes - NA # Benchmarking Tasks - NA # Debugging and Monitoring Tasks - **Debugging Docs / SOPs:** NA - **Monitoring Tasks:** NA # Limitations and Known Issues The following are known limitations or issues in this release361: - **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 ### System Common Bugs - ***GA-15449 (CMS API Optimization)*****:** - **Problem:** Several CMS APIs (like /agentDashboard, /supersetConfig) were being called redundantly during user actions like login and tab switching, increasing backend load and slowing UI response419419419419419419419. - **Fix:** These APIs are now cached efficiently to ensure they are called only when necessary. This results in faster response times and smoother navigation. - **HR-782 (CQA Rule Assignment UI):** - **Problem:** In the CQA Campaign Level Quality Assignment tab, the Filter Condition section was showing many attributes, but their operator values were not displaying. - **Fix:** This has been corrected. The UI now correctly displays only the three supported attributes (Call Type, User Disposition, Talk Time) and their corresponding operator values in the dropdown. ### Voice - ***JWT Token Synchronization (GA-15469)*****:** - **Problem:** When a JWT token was refreshed in one toolbar tab, the new token was not synced to other open tabs or the WebRTC tab, causing 401 Unauthorized errors. - **Fix:** The refreshToken API now syncs the updated token to other tabs via localStorage and to the WebRTC tab via a push API. If an inactive tab makes an API call and gets a 401 error, it will automatically reload to fetch the new token. - ***API URL Character Limit (SL-17589)*****:** - **Problem:** An API call (/primary-campaign-for-users) was failing because it passed a very large list of user IDs in the URL as query parameters, exceeding the 2,048-character limit. - **Fix:** The API endpoint has been updated to no longer require the list of user IDs as query parameters, resolving the failure. - - ***Transfer to Campaign API Failure (SL-17701)*****:** - **Problem:** The 'Transfer to Campaign' API was failing with an internal server error because it was receiving a vcall type callId but was expecting a cmlp type callId. - **Fix:** The logic has been updated to correctly recognize and process vcall type callIds, allowing the API to work as expected. ### Monitoring Data and Reports - ***Talk Time Inconsistency in Reports (SL-17616)*****:** - **Problem:** In call transfer scenarios, the customer talk time was incorrectly being recorded as IVR time. Additionally, the first user's data was not recorded in the user\_disposition\_history table. - **Fix:** The issue is resolved for IVR playback during inbound calls. The talk\_time values in both call\_history and user\_disposition\_history tables are now correctly updated and consistent in transfer-to-user scenarios. - ***Lead Name in Auto-Dial (SL-17533)*****:** - **Problem:** In the outbound auto-dial flow, the Lead Name field was incorrectly displaying the Lead ID. - **Fix:** The mapping for LEAD\_NAME in the Kafka event has been corrected to send the actual lead name. This fix will reflect in call history and reports. - ***Shortest Call Duration in Dashboard (GA-15601)*****:** - **Problem:** On the Superset Dashboard, if no calls were made within a 5-minute interval, the "Shortest Call Duration" was incorrectly calculated as 0. - **Fix:** The KSQL logic was fixed to ensure that zero values are excluded from the array\_min calculation, resulting in the correct shortest duration being reported. ### Omni Campaign - Voice and Chat Interactions - ***Missing Data in Push Event (GA-15549)*****:** - **Problem:** The ChatCRMCreateNotifyPush event was missing the interactionId and thirdPartyData required for CRM integration popups. - **Fix:** As a workaround, the CustomerChatMemberUpdatedPush event is now used to handle the OpenCTI popup functionality. Additionally, the interactionId will be added to the CRM app URL. # Browser Version Support - Version 141.0.7390.123 (Official Build) (arm64) # Reports Delivered ### Verified Reports The following 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 ### 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 - AGENT PRODUCTIVITY SUMMARY FOR VIDEO CHAT - AGENT Chat Report - CHAT Agent Productivity 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 - ***WhatsApp Chat and Exotel Login Issues (SL-17700):*** - **Problem:** Agents with emojis (or other non-BMP Unicode characters)  (e.g., 🍁) in their display names were unable to join chat rooms. - **RCA:** The Openfire XMPP server rejects JIDs (Jabber IDs) that contain such characters, and the agent display name was being used to form the JID. - **Fix:** A sanitization process has been implemented to automatically strip or replace invalid Unicode characters (like emojis) from agent display names during JID formation, preventing the chat join failure491. - **Chat-Service Build Tag: *bom.ocir.io/bmvcldyxkwlg/chat-service:6.8.11.20251104-R\_237118*** **  ** # 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.