--- title: Contact Center - Patch Release Notes 6.8.5 slug: contact-center/contact-center-patch-release-notes-685 docTags: createdAt: 2025-12-01T11:26:51.702Z --- # 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** | :::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 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 **[Link ](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 **[link ](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.