Contact Center - Patch Release Notes 6.8.5

release details release date november 27, 2025 this document outlines the features, enhancements, bug fixes, and security updates for the ecc 6 8 5 release highlights / release summary this patch release for ecc 6 8 5 focuses on enhancing system stability, optimizing resource allocation, and resolving critical legacy bugs key highlights include significant optimizations to the agent productivity code flow to reduce database load, the introduction of fairness based routing for omni campaign queues to ensure balanced workload distribution, and real time permission updates for users additionally, this release addresses data consistency issues in call history and queue monitoring 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 30 20251128 r 244718 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 8 10 20251128 r 244678 applite exoapplite 6 4 1 20240801 r 153309 exe art bom ocir io/bmvcldyxkwlg/art 6 8 11 20251126 r 243800 art dbquery na asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 8 13 20251126 r 243849 chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 15 20251126 r 243860 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 8 13 20251126 r 243862 cms bom ocir io/bmvcldyxkwlg/cms 6 8 17 20251126 r 243847 cms dbquery na crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 8 14 20251126 r 243858 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 8 15 20251126 r 243848 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 8 27 20251127 r 244077 eureka bom ocir io/bmvcldyxkwlg/eureka 6 8 13 20251126 r 243857 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 13 20251126 r 243851 ingress nginix controller na init na init exoxtrmutils na interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 8 17 20251126 r 243859 k8tz na kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 8 13 20251126 r 243861 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 13 20251126 r 243852 vault na zabbix server zabbix server 7 2 0 zabbix agent zabbix agent2 7 2 0 patch bom ocir io/bmvcldyxkwlg/patch 6 8 22 20251126 r 243850 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 15 20251126 r 243798 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 8 13 20251126 r 243867 cqa bom ocir io/bmvcldyxkwlg/cqa 6 8 13 20251126 r 243866 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 34 20251127 r 244315 note release marked in bold has the change only, other releases has no change and are same delivered in last patch cycle features enhancements optimize code flow agent productivity stage events (ga 6) optimized consumers for agent productivity stage events and user session raw events to minimize database reads and writes through enhanced caching and batching benefit this addresses high lag from approximately 3 db hits per message, even with increased concurrency and scaling on 8 core citus workers p99 lag now stays below 2 minutes (around 5,000 events) for smoother operations documentation https //exotel atlassian net/wiki/spaces/ 7120206a5054b6882a44d2b06a4b706903a845/pages/1464991758/agent+productivity+event+load+testing+for+qa+ga 6 (internal) make poll interval timeout and max pool size for kafka configurable (ga 28) kafka consumer settings kafka max poll interval ms (default 300,000 ms) and kafka max poll records (default 500) are now fully configurable without requiring build upgrades these control maximum poll intervals to prevent consumer timeouts and batch sizes for efficient processing user capacity and rm testing (ga 39) a new fairness based routing mechanism for omni campaign queue has been implemented in the capacity based resource manager to ensure balanced and efficient distribution of both calls and chats the routing engine now allocates workloads proportionally to each agent’s configured capacity and real time availability, preventing over allocation or starvation the same logic is consistently applied across voice and chat channels while adhering to performance, licensing, and concurrency limits these improvements have been validated through controlled simulations to ensure accurate and reliable behavior documentation https //exotel atlassian net/wiki/spaces/arch/pages/1461387273/user+capacity based+multi channel+resource+schedulers (internal) technical tasks n/a security fixes n/a benchmarking tasks n/a debugging and monitoring tasks debugging docs / sops n/a monitoring tasks n/a limitations and known issues the following are known limitations and issues in this release en 142448 inbound calls popup for multiple customers does not appear in the toolbar ga 14838 filterable/searchable columns appear 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 addcustomerinfotocrmurl flag works 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 manual dial sometimes results in an "invalid number" issue in the toolbar ga 14851 mouse arrow shown on preview customer screen during duplicate customer handling ga 14843 call details screen under the manage tab on supervisor interface is distorted ga 14842 transfer/confer to user unable to select queue in queuelist ga 14841 transfer/confer to user queuelist is shown if clicking on the campaign option ga 14534 blacklist feature only blocks numbers if a zero is added before the number ga 14933 data not updating in campaign customer table after call disposal; same number remains dialable infinitely (third party masking setup is down) ga 14932 create and dial customer created successfully but calling fails (third party masking setup is down) ga 14935 dial time restriction setting at campaign level is not updating in campaign customer table for existing customers ga 14937 user disposition retry setting enabled after call disposed table not updating based on setting ga 14958 confer call icon persists after agent ends conference ga 14956 supervisor can force logout agent without providing a reason ga 15107 during force login, the 1st user doesn't get logged out properly ga 15100 create a flag to persist error records in db for lead upload ga 15053 bulk user upload issues if column names/sequence are changed in downloaded csv, even if mapped correctly ga 15098 non dialable feature not working with callback en 132681 excluded disposition feature not working on supervisor under manage contacts en 141977 disabled filter at system level is working en 140367 a filter created at system level and not assigned to a campaign is still applied to all campaigns (legacy) ga 15223 callback upload from supervisor fails due to user id mismatch if is self callback is false internal chat disabled (prashant) ga 15224 callback failure logs not available in app server logs ga 15235 campaign callback is not initiated if agent is logged in and on break en 145356 complete contacts data column not shown everywhere in contacts tab/live interactions en 145173 multiccmanager clicking contact tab reverts to main login screen en 145660 "abandon at acd" data not dumping for chat queues when no agent is logged in en 145484 closed interactions search field not working with customer name ga 15313 searchable column "name" split into two if name contains a space en 146524 contacts tab (admin/supervisor) bulk upload mapping fields missing complete data columns en 146522 messenger mp3 and mp4 format support issue ga 15303 whatsapp outbound chat cannot be initiated as business number option is missing; whatsapp and messenger not tested in same campaign ga 15302 storage azure transcript failed to send if sending multiple attachments at once hr 609 outbound chat summary is not generated hr 604 past interaction count/list not showing when ccdp flag is enabled hr 658 intent heading not generated correctly based on interaction conversation in some cases hr 642 case id not getting updated in journey hr 640 meaningful chat summary not generated based on conversation hr 633 summary sentiment does not match interaction sentiment hr 614 cqa scoring sometimes not showing in 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 regardless of ai scoring status hr 646 screen goes blank after creating a duplicate quality profile hr 630 quality profile options appear on ai audit screen even when ai analysis is disabled hr 629 cqa score shows 'no score selected' when tasker is down hr 628 quality profile assignment/creation option showing twice on screen hr 613 supervisor unable to save cqa manual scoring with comments en 147340 messages not exchanged after reload during ongoing chat ga 15474 negative udh wrap time dumped in omni interaction denormalised interval 5 min for auto transferred chats ga 15421 customer name not saving during inbound whatsapp chat ga 15503 call details report returns blank for masking campaign if filtered by phone number ga 15452 udh dumping issue with voice and omni campaigns ga 47 agents force logged out; logout reason recorded correctly in db but live monitoring shows inconsistent status ga 110 omni loosely coupled customer creation failing for newly created process ga 53 contact and cases not displayed in crm integration tab (omni) ga 155 not getting correct graph and data in omni live monitoring customer reported and legacy bugs fixes system common bugs user permissions update without restart (ga 51)(sl 17681) issue previously, changing a user's role (e g , executive to supervisor) required an appserver restart because the system used old cached data fix the system now automatically refreshes and applies permissions instantly when a role is updated, requiring no restart duplicate data table name validation (sl 17719) issue duplicate data table names were not validated during creation, causing failures in operations like alter/modify fix proper ui and backend validation has been added to ensure table names are unique at the time of creation voice dispose and dial dumping (ga 4) issue dispose and dial actions were not being saved in the data db, leading to missing entries in call history fix the system now correctly records both dispose and dial events in the database, ensuring accurate call history monitoring data and reports queue showing incorrect name (sl 17676) issue duplicate uservoicecampaignruntime entries caused issues in the collector, impacting live monitoring (agent list) and supervisor screens fix the code now handles multiple uservoicecampaignruntime instances to prevent this conflict browser version support version 142 0 7444 176 (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 are mentioned 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 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