Contact Center - Patch Release Notes 6.8.4

18 min

Release Details

Release Date: November 12, 2025

This document outlines the features, enhancements, bug fixes, and security updates for the ECC 6.8.4 release.

Highlights / Release Summary

Horizontal Pod Autoscaling (HPA): Configured HPA for all stateless components to automatically manage pod scaling based on CPU demand, preventing system slowness.

Security & Dependency Upgrades (SBOM): Upgraded several key dependencies, including Tomcat, Spring, and Zookeeper, to enhance security, performance, and framework compatibility.

Docker Scan Fixes: Addressed vulnerabilities identified in the 6.8.3 - 6.8.4 Docker scan cycle by upgrading affected libraries.

Report Accuracy: Fixed an issue causing incorrect Average Hold Time calculations in the Voice Agent Self Monitoring report.

UI Bug Fix: Resolved an issue where call details were not appearing on the supervisor tab in deployments without the CQA service enabled.

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:6.8.24.20251111-R_239315
appserver-ui	bom.ocir.io/bmvcldyxkwlg/appserverui:6.8.9.20251112-R_239677
applite	ExoApplite-6.4.1.20240801-R_153309.exe
art	bom.ocir.io/bmvcldyxkwlg/art:6.8.10.20251111-R_239256
art-dbquery	NA
asrouting	bom.ocir.io/bmvcldyxkwlg/asrouting:6.8.11.20251111-R_239246
chat-service	bom.ocir.io/bmvcldyxkwlg/chat-service:6.8.13.20251111-R_239253
citus-patch	bom.ocir.io/bmvcldyxkwlg/citus-patch:6.8.11.20251111-R_239255
cms	bom.ocir.io/bmvcldyxkwlg/cms:6.8.15.20251112-R_239550
cms-dbquery	NA
crm-connector	bom.ocir.io/bmvcldyxkwlg/crm-connector:6.8.12.20251111-R_239251
customer-fetcher	bom.ocir.io/bmvcldyxkwlg/cfs:6.8.12.20251111-R_239245
data-engine	bom.ocir.io/bmvcldyxkwlg/dataengine:6.8.21.20251111-R_239249
eureka	bom.ocir.io/bmvcldyxkwlg/eureka:6.8.11.20251111-R_239250
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:6.8.11.20251111-R_239247
ingress-nginix-controller	NA
init	NA
init-exoxtrmutils	NA
interaction-service	bom.ocir.io/bmvcldyxkwlg/interaction-service:6.8.15.20251111-R_239252
k8tz	NA
kafka-patch	bom.ocir.io/bmvcldyxkwlg/kafka-patch:6.8.11.20251111-R_239254
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:6.8.11.20251111-R_239248
vault	NA
zabbix-server	zabbix-server: 7.2.0
zabbix-agent	zabbix-agent2: 7.2.0
patch	bom.ocir.io/bmvcldyxkwlg/patch:6.8.20.20251112-R_239492
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:6.8.12.20251111-R_239260
CCDP	bom.ocir.io/bmvcldyxkwlg/ccdp:6.8.11.20251111-R_239263
CQA	bom.ocir.io/bmvcldyxkwlg/cqa:6.8.11.20251111-R_239259
omni-ui	bom.ocir.io/bmvcldyxkwlg/omni-ui:6.8.25.20251112-R_239726

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

Feature Enhancements

Horizontal Pod Autoscaling in our 6x all stateless components based (GA-15520):

In multiple instances, the replicaset count for 6x components has been manually increased in response to observed CPU spikes. This manual intervention has occasionally led to performance degradation at the customer end.

To streamline scaling and prevent such issues, Horizontal Pod Autoscaling (HPA) will be implemented in the 6x deployment for all stateless components. The HPA will monitor CPU utilization and automatically adjust the number of pods based on demand.

Additionally, pod scheduling distribution across worker nodes will be reviewed to evaluate whether adjustments are required for more balanced allocation as per the deployment use case.

Document Link (Internal):

Dependency Upgrades (SBOM) (EN-147887):

This release includes key dependency upgrades to improve security, performance, and compatibility. Updates cover tomcat-embed-websocket for WebSocket stability, commons-lang3 and opencsv for utility and parsing, lettuce-core for enhanced Redis integration, and json for stricter JSON handling. Spring-boot-actuator-autoconfigure, spring-webmvc, and zookeeper were also upgraded for improved security, stability, and framework alignment.

Dependency	Old Version	New Version
tomcat-embed-websocket	9.0.86	9.0.110
commons-lang3	3.18.0	3.19.0
opencsv	5.7.1	5.12.0
lettuce-core	6.2.0.RELEASE	6.3.2.RELEASE
json	20231013	20250517
spring-boot-actuator-autoconfigure	2.7.2	2.7.11
zookeeper	3.7.2	3.9.4
spring-webmvc	5.3.22	5.3.26

Contact Center Admin/ PS should be able to configure customer Journey (voicebot and Synthesiser) from the same Interface (EN-148124):

As an Admin or PS user, you will be able to configure the customer journey—including both the Voicebot Designer and Synthesizer—from a single, integrated interface. This unified view ensures the entire customer journey is centrally managed without losing context.

The Admin can navigate to the "Customer Journey" tab where both the Synthesizer and Voicebot Designer are displayed side-by-side.

There is no need for separate logins to the Voicebot system; access is seamless within the same interface.

This feature is supported on both 4X and 6X versions of the platform.

To Enable Voice Bot Tab Below configuration should be present.

INSERT INTO server_preference_store (context_id, context_type, key, value) VALUES ( 99, 'contactCenter', 'voiceBotUIUrl', 'https://voicebot-staging.mum1.exotel.com' );

Documents link (Internal): https://exotel.atlassian.net/wiki/spaces/ECC/pages/1455259671/Voice+Bot+QA+Configuration

Security and Performance Updates

Docker Scan Vulnerabilities (EN-147910):

Application libraries were upgraded to enhance security, boost performance, and align with the latest framework standards. The major version updates improve system stability, ensure compliance with best practices, and optimize functionality for smoother, more reliable operations.

Benchmarking

Debugging Docs / SOPs

Monitoring Tasks

Limitations and Known Issues

The following are known limitations or issues in this release:

[EN-142448] For inbound calls, the customer selection popup does not appear in the toolbar when multiple customers exist.

[GA-14838] Filterable and searchable columns appear three times in the alternate preview view.

[GA-14853] "Create and Dial" is not supported in the toolbar for the duplicate customer feature.

[GA-14022] The "AddCustomerInfoToCRMUrl" flag functions only at the system level.

[EN-142553 | EN-140238] SAML authentication is not supported in the Omni toolbar.

[GA-14884] Bell notifications do not appear after customer churn in the pre-production setup.

[GA-14882] During manual dialing, the system occasionally reports an “invalid number” error.

[GA-14851] In the duplicate customer preview screen, the mouse pointer appears unexpectedly.

[GA-14843] The Call Details screen under the Supervisor > Manage tab appears distorted.

[GA-14842] “Transfer to user” and “Confer to user” options do not display the queue list.

[GA-14841] Queue list is shown incorrectly when selecting the campaign option in the same module.

[GA-14534] The Blacklist feature only blocks numbers prefixed with zero.

[GA-14933] Campaign_customer table is not updating after call disposition, causing the same number to remain dialable multiple times (third-party masking setup down).

[GA-14932] The "Create and Dial" function creates customers successfully, but calls fail due to third-party masking issues.

[GA-14935] Dial time restriction setting at the campaign level does not update in the campaign_customer table for existing customers.

[GA-14937] When “user-disposition-retry” is enabled, campaign_customer table does not update as per configuration after call disposition.

[GA-14958] The conference call icon continues to display after the agent ends the conference.

[GA-14956] Supervisor can force logout agents without providing a reason.

[GA-15107] During force login, the first user session does not log out properly (fix pending).

[GA-15100] A flag is required to persist error records in the database during lead uploads.

[GA-15053] Bulk user upload fails if CSV column names or sequence differ, even after correct mapping.

[GA-15098] “Non-dialable” flag does not function properly with callback.

[GA-14935] Dial time restriction at the campaign level is not updating in the campaign_customer table for existing customers.

[EN-132681] Excluded disposition feature does not work under Supervisor → Manage Contacts.

[EN-141977] System-level disabled filters remain active.

[EN-140367] System-level filters not assigned to any campaign are still applied across all campaigns.

[GA-15223] During callback upload from Supervisor, system fails when is_self_callback is false instead of bypassing user ID mismatch.

[GA-15224] Callback failure logs are missing in the application server logs, preventing failure analysis.

[GA-15235] Callback does not initiate if the agent is logged in but on break (campaign callback).

[EN-145356] In the Agent screen, complete contact data columns are missing under Contacts → Live Interactions.

[EN-145173] In MultiCCManager, clicking on the Contacts tab causes redirection to the login screen, preventing access.

[EN-145660] “Abandon At ACD” data is not captured for chat queues when no agents are logged in.

[EN-145484] Closed Interactions search does not return results when using Customer Name.

[GA-15313] Customer search splits the “Name” field if the name includes spaces.

[EN-146524] In Admin and Supervisor > Contacts, bulk upload mapping does not show all data columns.

[EN-146522] Messenger module does not support MP3 and MP4 file formats.

[GA-15303] WhatsApp and Messenger cannot be tested in the same campaign; outbound WhatsApp initiation fails as the business number option is missing.

[GA-15302] Sending multiple attachments simultaneously causes transcript failure on Azure storage.

[HR-609] Outbound chat summary is not generated.

[HR-604] Past interaction count and list are not visible when the CCDP flag is enabled.

[HR-658] Intent headings are not always generated correctly in some conversations.

[HR-642] Case ID is not updated in the customer journey.

[HR-640] Chat summary generation lacks meaningful insights from agent-customer conversations.

[HR-633] Summary sentiment does not align with the actual conversation sentiment.

[HR-614] CQA score occasionally missing in the Closed Interaction → Quality Profile Score column.

[HR-616] Unattended chats are incorrectly included in AI-based CQA analysis.

[HR-631] Supervisors are unable to perform manual scoring for calls if AI scoring is not executed.

[HR-646] Screen goes blank upon creating a duplicate Quality Profile and refreshes only after switching tabs.

[HR-630] When AI Analysis is disabled, Quality Profile options still appear on the AI Audit screen.

[HR-629] When Tasker service is down, “No Score Selected” is displayed in the CQA score.

[HR-628] Quality Profile Assignment and Creation options appear twice on screen.

[HR-613] Supervisors are unable to save manual CQA scores along with comments.

[EN-147340] Messages are not exchanged between agent and customer after page reload during an ongoing chat.

[GA-15474] Negative UDH wrap time values are recorded in omni_interaction_denormalised_interval_5_min for auto-transferred chats.

[GA-15421] Customer name is not being saved for inbound WhatsApp chats.

[GA-15503] Call Details Report under masking campaigns returns blank output when filtered by phone number (masked/unmasked).

[GA-15452] UDH mismatch observed between voice and omni campaigns.

[GA-15624] Supervisor → Report → Queue section returns a 500 Internal Server Error on pre-prod and KSA setups.

Customer Reported and Legacy Bug Fixes

System Common Bugs

Incorrect average hold time displayed in Voice Agent Self-Monitoring (Superset)[GA-15607]:

Previously, the average hold time was calculated by dividing the total hold time by the number of calls that included hold durations, resulting in skewed values. The logic now divides the total hold time by all calls within the interval, providing a more accurate and consistent calculation.

Voice

Monitoring Data and Reports

Configuration support for enabling or disabling history tables on the data-engine and appserver sides [GA-15476]:

History tables such as call history, user disposition history, CM CDR history, campaign feature nodeflow history, and campaign feature node history were previously used for debugging. Call history and user disposition history tables are now permanently disabled on the appserver side. Other tables (CM CDR, campaign feature nodeflow, and campaign feature node history) can be toggled on or off at the appserver and data-engine levels using configuration flags. By default, these remain enabled and are dumped into both ameyodb and data_db.

Documentation link (Internal):

Omni Campaign - Voice and Chat Interactions

UI/UX Bugs

KSA setup – Supervisor and Group Manager: Call details not displayed in the Call Details tab [GA-15621]:

The issue occurred in setups where the CQA service was not deployed. This has been resolved, and an additional configuration flag is required. The isCQAEnabled flag must be set to “disabled” in the server-preference-store, as this configuration already exists at the contactCenter level.

Browser Version

Version 141.0.7390.123 (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 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

Reports Not Delivered

The following reports, though listed in the Reports tab, 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

N/A

Hot Fixes

N/A

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.

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