Contact Center - Patch Release Notes 6.8.6

release details release date 18 12 2025 highlights / release summary this release focuses on platform stability and infrastructure improvements the key highlight is the upgrade of redis to version 8 2 3 to enhance system reliability the release also addresses critical bugs in voice recording reconciliation, omni channel interactions (whatsapp, webrtc), and reporting statistics build and version info the following components have been updated for this release component build url appserver bom ocir io/bmvcldyxkwlg/appserver 6 8 33 20251217 r 250472 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 8 11 20251217 r 250402 art bom ocir io/bmvcldyxkwlg/art 6 8 12 20251217 r 250400 asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 8 15 20251217 r 250390 chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 18 20251217 r 250397 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 8 15 20251217 r 250399 cms bom ocir io/bmvcldyxkwlg/cms 6 8 20 20251217 r 250388 crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 8 16 20251217 r 250395 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 8 18 20251217 r 250389 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 8 30 20251217 r 250393 eureka bom ocir io/bmvcldyxkwlg/eureka 6 8 15 20251217 r 250394 gateway bom ocir io/bmvcldyxkwlg/gateway 6 8 15 20251217 r 250391 interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 8 21 20251217 r 250396 kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 8 15 20251217 r 250398 scheduler bom ocir io/bmvcldyxkwlg/scheduler 6 8 15 20251217 r 250392 patch bom ocir io/bmvcldyxkwlg/patch 6 8 25 20251217 r 250467 xmf bom ocir io/bmvcldyxkwlg/xtrmmessaggingframework 6 8 17 20251217 r 250502 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 8 15 20251217 r 250493 cqa bom ocir io/bmvcldyxkwlg/cqa 6 8 15 20251217 r 250404 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 52 20251217 r 250403 note only the components listed with changes are shown above; others remain as delivered in the previous patch cycle security and infrastructure updates redis upgrade (ga 64) issues the existing system was running on an older redis version, which required an upgrade to ensure better stability, reliability, and compatibility with the latest platform component fix redis has been successfully upgraded to version 8 2 3 after the upgrade, all related services were restarted to ensure proper initialization the system now runs smoothly with improved stability, and all monitoring, dashboard, and failover scenarios are working as expected upgrade note after upgrading redis, the data engine and cfs pods must be restarted to ensure redis indexes and keys are populated correctly during initialization bug fixes voice & recording recording reconciliation (sl 17652) (dca20251016694322) fixed an issue where calls were recorded with talk time even if the agent was force logged out before the connection was established the system now correctly records zero talk time for unconnected calls, ensuring accurate reconciliation recording uploads (ga 49) addressed upload failures caused by kafka lag by modifying the webhook url to include metadata (phone numbers, user details) as query parameters this removes the dependency on call history event processing for uploads note the team must validate query parameter length limits with lp and ensure the upload endpoint can extract and use metadata directly from the url without any database lookups token is revoked and jwt token expire issue (sl 17249 (dca20250627648610) the issue is due to local storage getting full leading to quotaexceedederror due to which token is not set in localstorage hence not synced across tabs omni channel & webrtc customer details on search (sl 17844) resolved a defect where searching for a customer by name attribute before dialing failed to display customer information the system now correctly processes contact attribute–based searches, ensuring details are fetched and displayed accurately for names, ids, or other configured attributes supervisor call details visibility (sl 17835) addressed an issue where call details would sometimes fail to load on the supervisor screen the system has been improved to ensure core call details remain visible to supervisors even if secondary services (like call quality analysis) are temporarily unavailable whatsapp/exotel connection stability (sl 17700) investigated intermittent xmpp connection failures where agents received chat requests but could not respond after extended idle periods monitoring and handling of connection states have been improved to reduce instances of "ghost" chats and unresponsive sessions whatsapp message delivery (sl 17759) fixed an issue where incoming whatsapp messages (specifically in integrations with cogno bot) were not being received by agents this was caused by missing description handling in xmf, which has now been rectified to ensure reliable message delivery webrtc connection persistence (sl 17724) fixed a critical issue where websocket connections failed to re establish after an agent logged out and back in connections now correctly reset and re establish upon login, ensuring agents can immediately receive or initiate calls without requiring a full browser refresh webrtc troubleshooter accuracy (sl 17799) resolved a ui discrepancy in the webrtc troubleshooter where the screen displayed incorrect connection statuses the system now correctly refreshes internal settings upon status changes, ensuring the troubleshooting tool reflects the real time state of the connection monitoring & reports stats count discrepancy (sl 17776) fixed logic errors where calls were being interpreted as interactions with different update functions, causing dashboard discrepancies data dumping delay in history tables (ga 15476) checked data dumping on the data engine side for customer setups a mismatch was observed in the record counts between ameyodb and data db for the cm cdr history and campaign feature node history tables the discrepancies were due to the following reasons cm cdr history a null hangup cause code was being set for calling legs the schema of the cm cdr history table in data db does not allow null values for the hangup cause code change implemented updated the table schema to allow null values for the hangup cause code campaign feature node history a composite key of (nodeflow id, start time) was used for the campaign feature node history table for some entities, these values were identical, causing records to be saved as a single entry in data db change implemented modified the composite primary key to (id, start time) data dumping delay (ga 15476) resolved record count mismatches between ameyodb and data db schema updates were applied to allow null values for hangup cause codes in cm cdr history and to modify the primary key for campaign feature node history limitations and known issues toolbar & agent experience inbound call popups (en 142448) for inbound calls, the customer popup does not appear in the toolbar when multiple customer records match preview dialing ui (ga 14838) in the "preview alternate number" list, filterable and searchable columns are incorrectly displayed three times duplicate customer dialing (ga 14853) the "create and dial" feature is not supported in the toolbar when handling duplicate customer scenarios saml support (en 142553) saml authentication is currently not supported with the omni toolbar manual dialing (ga 14882) agents may occasionally encounter an "invalid number" error when manually dialing valid numbers preview screen ui (ga 14851) mouse cursors or arrows may appear incorrectly on the customer preview screen notifications (ga 14884) bell notifications are not displayed after a churn event in pre production setups crm url flag (ga 14022) the addcustomerinfotocrmurl configuration flag currently only functions at the system level campaign & dialing strategy blacklist filtering (ga 14534) numbers are only blocked by the blacklist feature if they are prefixed with a zero dial time restrictions (ga 14935) changes to dial time restrictions at the campaign level are not updating in the campaign customer table for existing customers retry settings (ga 14937) enabling user disposition retry settings after call disposal does not update the campaign customer table as expected masking & disposition (ga 14933 / ga 14932) due to third party masking setup issues, data in the campaign customer table does not update after call disposal, potentially causing infinite redialing of the same number "create and dial" functions may fail to initiate calls for successfully created customers when third party masking is down system filters (en 141977 / en 140367) filters created at the system level are applied to all campaigns, even if they are disabled or not explicitly assigned supervisor & administration call details ui (ga 14843) the call details screen under the manage tab in the supervisor interface appears distorted queue selection (ga 14842 / ga 14841) supervisors cannot select a queue from the list during "transfer to user" or "confer to user" actions the queue list incorrectly appears when clicking the campaign option force logout (ga 14956) supervisors are currently able to force logout an agent without providing a mandatory reason bulk uploads (ga 15053 / en 146524) uploads fail if csv column names or sequences are changed after downloading the template, even if mapped correctly complete data columns are not shown for mapping in the contacts tab for admin and supervisors callback management (ga 15223 / ga 15224) uploading callbacks with is self callback set to false fails due to user id mismatch instead of bypassing the validation callback failure logs are missing from the app server, hindering troubleshooting agent monitoring (ga 47) agents who have been force logged out may still appear as active in the right side panel of live monitoring, despite the database correctly recording the logout conference icon (ga 14958) the conference call icon persists on the ui even after the agent has ended the conference excluded dispositions (en 132681) the excluded disposition feature is not functioning correctly in the "manage contacts" section for supervisors omni channel & chat media support (en 146522) messenger integration currently has issues supporting mp3 and mp4 file formats whatsapp & messenger coexistence (ga 15303) initiating whatsapp outbound chats fails when configured in the same campaign as messenger because the whatsapp business number option is not visible on the ui chat reload (en 147340) messages are not exchanged between the agent and customer if the page is reloaded during an ongoing chat session azure transcripts (ga 15302) transcripts fail to send to azure storage if multiple attachments are sent simultaneously by the agent chat data dumping (en 145660 / ga 15474) "abandon at acd" data is not dumped for chat queues when no agents are logged in negative udh (user data header) wrap time is erroneously dumped for auto transferred chats inbound whatsapp names (ga 15421) customer names are not being saved correctly during inbound whatsapp chat interactions integration tab (ga 53) contacts and cases are not displayed in the crm integration tab ai & quality assurance (cqa) chat summary generation (hr 609 / hr 640) outbound chat summaries are not being generated, and some generated summaries do not meaningfully reflect the conversation sentiment analysis (hr 633) the summary sentiment score often does not match the actual interaction sentiment intent recognition (hr 658) in some conversations, the intent heading is not generated correctly based on the interaction context scoring issues (hr 614 / hr 613 / hr 631) cqa scoring is sometimes missing from the closed interaction tab supervisors are unable to save manual cqa scoring with comments manual scoring is not enabled for all calls regardless of ai scoring status quality profiles (hr 646 / hr 628 / hr 630) creating a duplicate quality profile causes the screen to go blank profile assignment/creation options appear twice on the screen quality profile options incorrectly appear on the ai audit screen even when ai analysis is disabled unattended chats (hr 616) ai scoring is incorrectly analyzing unattended chats reporting & data blank reports (ga 15503) the call details report renders blank if run with a phone filter (masked or unmasked) for masking campaigns live monitoring data (ga 155) omni live monitoring graphs and data points are displaying incorrect values auto call data (ga 94) data points for "auto call on/off" status are incorrect search issues (en 145484 / ga 15313) the search field in closed interactions does not work with customer name searching by name fails if the name contains a space, as the column splits the input callback initiation (ga 15235) campaign callbacks are not initiated if the agent is logged in but in a "break" status non dialable status (ga 15098) the "non dialable" status is not functioning correctly with callbacks case ids (hr 642) case ids are not updating in the journey map past interactions (hr 604) past interaction counts and lists are not showing when the ccdp flag is enabled udh dumping (ga 15452) there are known issues with udh data dumping for both voice and omni campaigns multiccmanager (en 145173) clicking the contacts tab in multiccmanager reverts the user to the main login screen customer creation (ga 110) customer creation fails for newly created processes in loosely coupled omni environments https //exotel atlassian net/browse/gsystem disposition incorrectly displayed as "connected" when agent is force logged out during ringing statea 230 reports delivered the following are the names of reports which qa verifies 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 sharing below the names of the reports which are mentioned in the reports tab but not delivered 1\ interaction activity daily report 2\ feedback report 3\ chat channel report 4\ transition daily report 5\ acd video chat details 6\ crm lead details report 7\ interaction service level report 8\ supervisor qa gm productivity summary 9\ crm details report 10 acd abandon video chat details report 11\ calls quality report 12\ video chat history 13\ kyc officer quality report 14\ agent productivity summary for video chat 15 agent chat report 16\ chat agent productivity report 17\ kyc request activity report 18\ kyc request summary report 19\ kyc request date wise summary report 20\ kyc request detail report 21\ group agent productivity summary 22\ group agent productivity interval summary 23\ conference report 24\ call distribution interval summary 25\ group agent session details 26\ lead penetration 27\ call distribution hot fixes 30th december 2025 1 ( en 393) omniapp fix route handling for logged in users, issue is when we open a new tab and enter url till only with /omniapp or /omniapp/login then login screen showing issue logged in users opening /omniapp or /omniapp/login in a new tab were shown the login screen instead of being redirected to the agent workspace fix improved route handling now automatically redirects logged in users to /omniapp/agent once the session is ready, while non logged in users continue to see the login page this change works seamlessly across multiple tabs and slow session initialization, with no impact on existing agent routes or navigation 2\ ( en 405) omniapp multiple navigation and session management issues issue users experienced navigation inconsistencies and unexpected logouts due to session handling issues during login/logout cycles, page reloads, and route transitions fix session and navigation handling have been stabilized to ensure a smoother experience logout now properly clears stored data, page reloads no longer trigger unintended logouts, and overall routing behavior during session initialization has been improved the new interaction button is temporarily hidden in the release build to avoid incomplete behavior 3\ ( en 378) blank screen when coming from other screen or ctd issue in some scenarios, agents encountered a blank screen when navigating from other screens or ctd, especially during an incoming call or after force logout the ui failed to transition to the three panel view fix navigation handling has been improved to ensure the screen consistently loads the three panel view during incoming calls and after app switching or force logout this prevents blank screens and ensures a stable agent experience 4\ ( sl 17724) (dca20251103700442) 6x | webrtc | ring | accept issue || reacd call to the same agent issue in some scenarios, agents experienced continuous ringing or missing accept/reject options after accepting an inbound call, especially during force logout, re login, or multiple session scenarios this led to calls not connecting correctly and inconsistent ui behavior fix webrtc session handling has been improved to ensure proper termination during logout, force logout, and inactivity call state synchronization is now consistent, ensuring the accept/reject popup appears reliably, ringing stops after call acceptance, and disposition behavior works correctly for reacd calls improved inbound call reliability, stable accept/reject behavior, and consistent disposition handling with no downtime 5\ ( sl 17872) (dca20251218721623) 6x conferance timer data issue issue during conference to user or conference to phone, the conference timer on the agent ui either started with an incorrect duration (e g , 1 1 5 hours) or remained at zero this occurred due to timezone differences between the server and agent system fix the conference timer logic has been updated to start directly on the ui, ensuring accurate timer behavior regardless of server or agent timezone differences conference timers now start correctly and consistently across all timezones, improving call monitoring and agent experience 6\ sl 17834 || dca20251209716969\ qiic 6x ki app crm features not working issue in some cases, ki app crm features did not work as expected because interaction details were intermittently missing from the omni sdk response, leading to incomplete data on the ki side fix the interaction data handling has been improved to avoid race conditions when interaction details are missing, the system now fetches and returns the complete interaction data before responding to the sdk request improved reliability and consistency of ki app crm integration, ensuring correct interaction data is always available to downstream applications omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 64 20251226 r 253582 2nd january 2026 1\ sl 17898 || dca20251229726179\ qiic 6x system auto avilable || agent|| issue issue when system auto available was enabled in admin settings, agents were not automatically set to available after login, particularly for webrtc users the configured behavior was not consistently applied fix auto available handling has been corrected for both system level and user level configurations agents are now automatically marked available after login as per configuration, while reloads, multi tab usage, and existing agent states (e g , break) are preserved correctly consistent and predictable agent availability on login with no impact to reload behavior or multi tab usage 2\ sl 17897 || dca20251229726178\ qiic 6x mark as available button issue issue in some scenarios, after a page reload or reopening the login url in a new tab, agents were unable to mark themselves as available the session appeared restored, but the agent state remained inconsistent, requiring a fresh logout and login fix the reload and session restoration logic has been corrected to prevent unintended double reloads and inconsistent ui state agent availability now initializes correctly after reload or session restore now agents can reliably change and set their availability without needing to re login, ensuring smoother session continuity 3\ sl 17900 || dca20251229726181\ qiic 6x agent || contact information display fields | agent column definitions mapping features | issue issue agent contact information fields did not reflect the agent table definition (atd) configuration set in admin agents could see all customer fields regardless of campaign setup, and read only restrictions were not consistently applied fix atd handling has been correctly implemented across view customer and edit customer flows agents now see only the fields configured in atd, in the correct order, with proper read/write access the edit option is also correctly available for both single and multiple customers during a call omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 69 20251231 r 255072 5th january 2026 1 sl 17901 || dca20251230726457 4 9 chatbot routing to live agent issue chats were not routing to the preferred agent configured in the chat acd node instead, routing was following the queue’s routing model (e g , most available ), ignoring the preferred user this limitation existed in the 6 x setup, while the same functionality was available in 4 x root cause preferred agent selection from the chat acd node was not being honored during routing, causing chats to be assigned based solely on queue routing logic and agent capacity fix routing logic has been updated to prioritize the preferred agent obtained from the chat acd node when a preferred user is set, the chat is now correctly routed to that agent, overriding the default routing behavior 2 sl 17906 || new disposition code || not showing on agent ui issue newly added disposition codes from the admin ui were not appearing on the agent ui, even though they were saved correctly in the backend root cause disposition data was served from an appserver cache that was not refreshing when new disposition codes were added, causing stale data to be shown on the agent ui fix the cache lifecycle has been corrected so newly added disposition classes and codes are dynamically refreshed and available to agents without requiring an appserver restart behavior after fix 1\ new disposition classes, codes, and plans reflect immediately on agent ui 2\ updates are visible on both omni (/omniapp) and gwt (/app) screens 3\ agents already on a call will see updated plans after reload/relogin (expected behavior) appserver build bom ocir io/bmvcldyxkwlg/appserver 6 8 36 20260103 r 255502 12th january 2026 1 sl 17922 || dca20260106729215\ emaar 6 x in1 setup a correction is required in the chat system messages issue chat system messages shown when an agent joined or exited a chat were inconsistent and used incorrect terminology (“room”) fix chat system messages have been standardized to ensure consistent join and exit notifications , with terminology updated from “room” to “chat” for clarity chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 20 20260112 r 257861 compatibility browser chrome version 143 0 7499 110 (official build) (arm64) monitoring zabbix server 7 2 0 / zabbix agent 7 2 0 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