Release Date: 23rd-Feb-2026

Key versions included in this release are:



This release introduces tenant-level retention configuration for VoiceLog Archiver (VLA) and Report Archiver.

Key Points:

This enhancement improves multi-tenant isolation and compliance flexibility without impacting existing behavior.

Documentation Link (Internal)



The Exotel logo has been updated to ensure a consistent and unified brand experience across all platforms, personas, and user touchpoints. This change replaces any previous versions of the logo wherever applicable. 

Notes



Users can now access and interact with the Help Center documentation directly within the CCaaS UI. A Help Center icon is added across supported platforms, enabling contextual access to documentation via an embedded resource center powered by Amplitude. When Amplitude is configured and enabled, clicking the Help Center icon opens the documentation portal within the application interface. The resource_center_icon_clicked event is triggered and tracked in Amplitude. This enhancement is expected to reduce user drop-offs and minimize documentation-related support tickets by providing quick, in-product guidance.



Enabling agents to monitor VoiceBot interactions effectively, starting from an adaptive login and role-selection flow to an intentional transition into active monitoring. It introduces a unified Agent Workbench where monitoring agents can view prioritized VoiceBot conversations, receive critical preparatory alerts, and act with full context. Real-time SOP-driven metrics and a detailed interaction view empower agents to analyze live bot conversations and intervene when required. Seamless takeover ensures a smooth, invisible handoff from bot to human during high-risk scenarios. Together, these capabilities create a proactive, scalable VoiceBot monitoring experience that blends automation with timely human intervention.

Note: This will be delivered with a limited scope. For more details, please refer to the card EN-258 (internal)



Implemented enhancement to ensure that default routing profiles and routing policy entries are automatically created at the Contact Center (CC) level via MultiCC Manager during new CC creation.

Upon creating a new CC:



Resolved an issue where multipart HTTP requests (e.g., Exotel SMS) were using the default client encoding (ISO-8859-1), causing special UTF-8 characters such as em-dash (—) and curly quotes (’ “) to be replaced with ?, leading to incorrect SMS content or failures.Encoding is now configurable, and HTTP Node resolves charset in the following order:



Introduced two new configurable server preference flags at Contact Center (CC) level to control allowed special characters in userId and username using regex validation:

These flags are configurable in server_preference_store with:

The system now validates user creation and modification based on the configured regex:



Updated SIP configuration handling to ensure correct ordering between statically configured and dynamically generated SIP entities in sip.conf. Static SIP entities (e.g., Inbound Calling, Outbound Calling) are now always placed above dynamically generated entities (e.g., WebRTC, Kamailio, Central Registrar). Since the topmost entity handles inbound calls, this ordering ensures static SIP entities take precedence over dynamic ones. Dynamic SIP entities (e.g., webrtc_<userid>) are automatically added below static entries at server startup and user creation, and removed appropriately upon user deletion. Call context-based SIP entities are added above dynamic entries as expected.



An issue was identified in the 4x App Server where file descriptors were not properly released while accessing configuration files (server.props, jwtProperties, and jwtcertificates). As a result, enabling the 4x → 6x Harmony Mode configuration could lead to a gradual increase in open file descriptors (FDs), potentially impacting application stability over time. The issue has been resolved by ensuring all file streams are properly closed after use, preventing further file descriptor leaks.



During transfer-to-user, the transfer target agent (User2) receives 2 CRM URLs - first with User1's (original agent) session/auth credentials, then with User2's correct credentials. The external CRM loads the first stale URL. get-userDetails-by-userName API is failing - receiving 2 CRM URLs on Dev. The issue has been resolved in the latest Appserver Build.

Current Behavior After Fix:

Case 1

: When User A transfers a call to User B, only one CRM push is sent. In that push, User B's Session ID, User ID, and UserCRT Object ID are reflected.

Case 2:

When User A confers a call with User B, only one CRM push is sent. In that push, both User A's and User B's Session ID, User ID, and UserCRT Object ID are reflected.

Case 3:

When User A confers a call with User B, only one CRM push is sent. In that push, both User A's and User B's Session ID, User ID, and UserCRT Object ID are reflected. When the call ownership is subsequently transferred to User B, a new CRM push is sent. In that push, only User B's Session ID, User ID, and UserCRT Object ID are reflected.

   NA

Closed the issue after identifying that callback disposition was failing when toolbar masking was enabled and shouldAllowAlphabetsInPhone was set to false. Since client-side masking introduces alphabets in the phone field, validation during dispose-call/callback scheduling fails if the flag is false. To support masked numbers correctly, shouldAllowAlphabetsInPhone must be set to true when masking is enabled. After updating the configuration, callback disposition and scheduling are working as expected.

Identified a breaking change in Twilio where newly created accounts no longer support the legacy group-small Room Type, resulting in runtime failure during video room creation with Error Code 53126. This impacts new Video CC onboarding and tenant migrations to fresh Twilio accounts, as the current implementation relies on the deprecated room type

Fixed a UI issue where the autoProvisioningForAllUsers configuration was not handled correctly, causing an incorrect WebRTC flow execution and triggering the Change Extension API with a null CRT object ID. The UI logic has been corrected to ensure that the Change Extension API is invoked only when a valid CRT object ID is present (WebRTC extension or configured call-context-based extension). The extension selection and post-login extension change flows now work correctly across all configurations, including auto provisioning enabled/disabled and WebRTC disabled scenarios.

Resolved an issue where agents could copy-paste values containing special characters (e.g., ****12345) into the Alternate Number field during Callback disposition, and the call would be disposed successfully with invalid data saved. Now, proper validation is enforced on the Alternate Number field (including copy-paste cases), and the system prevents call disposal if special characters are present.

Fixed an issue where the View Customer flow was failing after campaign switch because the UI was sending campaignId = -1, resulting in a “voice campaign not selected” error. The issue occurred as the Agent Dialer was not refreshing after a successful campaign switch, causing the old campaign data to be used in the flow. Now, the Agent Dialer refreshes immediately after campaign switch, ensuring the correct campaignId is passed to the API. The fix applies to both Agent and Supervisor (Workbench) flows, and the View Customer functionality works correctly across scenarios.



In the release build, the enhancement restricts the “Default” IVR option in the Toolbar transfer dropdown based on the campaign-level flag addDefaultIvrFeatureContextsForCampaign (hidden when false), applicable only to Inbound campaigns.



Delivered comprehensive Mask Privilege management UI across both 4x and 6x environments.

System Privileges:

Campaign Privileges:

Chrome Version :Version 145.0.7632.46  (Official Build) (arm64)

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