Contact Center - Patch Release Notes - Version 6.10.0
9 min
- Release Date: July 03, 2026
- Overview: This document outlines all feature enhancements, platform updates (including Java 25 & Spring Boot 4.0.1 runtime upgrades), reliability improvements, security hardening, and bug fixes included in the ECC 6.10 patch release (inclusive of all hotfixes delivered in this release cycle).
ECC Build Versions
Component | Build URL / Version
|
|---|---|
JDK / Framework | Java 25 & Spring Boot 4.0.1 |
amf | bom.ocir.io/bmvcldyxkwlg/amf:6.7.6.20250721-R_54847 |
appserver | bom.ocir.io/bmvcldyxkwlg/appserver:6.10.2.20260701-R_324274 |
appserver-ui | bom.ocir.io/bmvcldyxkwlg/appserverui:6.10.1.20260701-R_324275 |
applite | ExoApplite-6.4.1.20240801-R_153309.exe |
art | bom.ocir.io/bmvcldyxkwlg/art:6.10.1.20260630-R_323670 |
asrouting | bom.ocir.io/bmvcldyxkwlg/asrouting:6.10.1.20260629-R_323548 |
chat-service | bom.ocir.io/bmvcldyxkwlg/chat-service:6.10.1.20260629-R_323501 |
citus-patch | bom.ocir.io/bmvcldyxkwlg/citus-patch:6.10.2.20260629-R_323519 |
cms | bom.ocir.io/bmvcldyxkwlg/cms:6.10.1.20260629-R_323498 |
crm-connector | bom.ocir.io/bmvcldyxkwlg/crm-connector:6.10.1.20260629-R_323522 |
customer-fetcher | bom.ocir.io/bmvcldyxkwlg/cfs:6.10.5.20260702-R_325137 |
data-engine | bom.ocir.io/bmvcldyxkwlg/dataengine:6.10.1.20260630-R_323756 |
eureka | bom.ocir.io/bmvcldyxkwlg/eureka:6.10.1.20260630-R_323643 |
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:6.10.1.20260630-R_323645 |
interaction-service | bom.ocir.io/bmvcldyxkwlg/interaction-service:6.10.1.20260629-R_323526 |
kafka-patch | bom.ocir.io/bmvcldyxkwlg/kafka-patch:6.10.2.20260629-R_323520 |
logrotate | 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 |
postgresql | v18.1 |
Citus version | v14 |
scheduler | bom.ocir.io/bmvcldyxkwlg/scheduler:6.10.2.20260629-R_323524 |
zabbix-server | zabbix-server: 7.2.0 |
zabbix-agent | zabbix-agent2: 7.2.0 |
patch | bom.ocir.io/bmvcldyxkwlg/patch:6.10.4.20260701-R_324301 |
Kafka | kafka-2.13-3.4.1_1.x86_64.rpm |
Redis | bom.ocir.io/bmvcldyxkwlg/redis-with-modules:8.2.3 |
Kafka-connect | bom.ocir.io/bmvcldyxkwlg/kafka-connect:v1 |
ksqldb | confluentinc/cp-ksqldb-server:latest |
schema-registry | docker.io/bitnami/schema-registry:7.8.0-debian-12-r2 |
XMF | bom.ocir.io/bmvcldyxkwlg/xtrmmessaggingframework:6.10.1.20260629-R_323527 |
CCDP | bom.ocir.io/bmvcldyxkwlg/ccdp:6.10.2.20260629-R_323528 |
CQA | bom.ocir.io/bmvcldyxkwlg/cqa:6.9.1.20260220-R_274707 |
omni-ui | bom.ocir.io/bmvcldyxkwlg/omni-ui:6.10.3.20260630-R_324001 |
Feature Enhancements
Dashboards, Reporting & Analytics
- Agent Self Monitoring Enhancement:
- Adds a "Connected vs Not Connected" split/bifurcation across all call metrics in the agent self-monitoring dashboards.
- Displays stacked bar visualizations across all call types (Inbound, Manual, Preview, Predictive, Callback) and omni interactions.
- "Connected" status is derived from system disposition; "Not Connected" covers all other call outcomes.
- Scope Note: The supervisor-facing view for this enhancement is not part of this release.
- Queue Monitoring Superset Dashboard:
- Introduces a new Superset-based Queue Monitoring dashboard built on 5-minute interval statistics (ISS), replacing the fixed 12-hour rolling window of the legacy API.
- Live Section: Features a real-time queue status table refreshing every 10 seconds.
- Historical Section: Surfaces 5-minute interval views covering queue overview, SLA distribution, handle time distribution, and interaction volume trends.
- Filtering: Includes flexible time-range filtering aligned to operating hours, alongside filters for Process, Campaign, Queue, Channel, and Interaction Type.
- Scope Notes: The SLA threshold is currently hardcoded at 20 seconds. Average Wrap Time may be underestimated as total_wrapped_interactions is not yet available in ISS KSQL.
- Group Manager Call Detail Reports:
- Enables Group Managers to access Call History and Call Detail reports scoped strictly to historical group ownership and agent membership.
- Reports automatically filter to the intersection of the selected date range and the manager's historically assigned groups/agents.
- Supported across both 4x and 6x deployments, with full CSV and API export support.
- Scope Notes: Table filter columns are not supported on 6x. Inbound calls not received by a group user will not appear in the report.
- Group Manager ACD Reports:
- Extends historical group-aware reporting to ACD Call Details, ACD Call Summary, and ACD Interval Summary reports.
- Aggregations and interval breakdowns are computed strictly over accessible groups for the specific date/time range.
- Scope Note: Data for Interval Summary reports will only begin populating after upgrading to this release due to historical table constraints.
- Group Manager Dashboard (Call Stats):
- Adds a dedicated dashboard surfacing call volume and performance trends (total calls, connection rate, avg/total duration, abandoned calls, etc.).
- Includes a mandatory filter layer (date, groups, campaigns, call type), call outcome pie/donut charts, and per-agent stat tables.
- Scope Notes: Reflects current group mapping at query time (historical remapping is not retroactive). Drill-down actions and scheduled exports are not included.
- Timezone Handling in Reports (6x):
- Ports the timezone-aware reporting capability to 6x ART.
- Reports now fetch and display data in the configured local timezone rather than defaulting to IST.
- Handles midnight-crossover and Daylight Saving Time (DST) edge cases correctly.
- Scope Note: The reportsTimezoneEnabled flag must be set in the CMS configuration, which requires an ART restart.
- Fix for Negative Ringing Time & UDH:
- Resolves an issue that caused negative user ringing time in Call Detail reports during rare re-ACD/bad-leg scenarios.
- Fixes a race condition that resulted in missing user disposition history (UDH) for manual dial calls.
Omnichannel & Agent UI
- Acronyms in the Omni Agent UI (Chat):
- Enables agents to use supervisor-configured acronyms in the Omni Agent Desktop chat composer for faster responses.
- Typing / (or clicking the flash icon) opens a searchable suggestion drawer of acronyms. Selecting one replaces the short code with the full text.
- Includes full keyboard navigation (Up/Down/Enter/Esc) and pagination support for large lists.
- Scope Notes: Acronyms are supervisor-configured only. Text insertion is currently supported only at the beginning of the message.
- UI Masking Fixes:
- Corrects chat participant name handling so masked customer numbers are no longer displayed directly in the UI header.
- The UI now gracefully falls back to displaying "Unknown" or the available contact name.
- Fixes sender attribution for BOT and customer names in live chat streams.
- Queue Name Resolution Fix:
- Resolves an issue where stale queue names appeared in nodeflows and call history after an agent queue was renamed.
- Queue names are now resolved fresh from configuration across all consumption points (routing, transfers, nodeflows, reports, UI pushes).
- Introduces a new nodeflow variable $originalConstraintQueueName for backward compatibility with custom scripts.
Telephony & Core Platform
- DID Failover Enhancement:
- Enhances DID selection on call retry attempts by rotating through available caller-ID pools instead of failing with an empty DID.
- Allows campaign-level configuration to specify the number of retries per call type (Autodial and Manual Dial).
- Verified across Manual Dial, Callback, and Autodial flows with no nodeflow-level customization required.
- Customer Callback and Call Details APIs:
- Adds REST APIs allowing applications to fetch a customer's callback and last call details using one or multiple customer IDs.
- Supported by a new composite index on the call history table for optimized query performance.
- Multiple Column Mapping Resolution:
- Fixes an issue with non-deterministic column mapping selection. Process-level customer searches now reliably resolve searchable columns regardless of campaign mapping order.
- Returns clear errors if a column is genuinely not indexed.
- Scope Note: Searchable columns are cached and require a server restart to reflect runtime changes.
- External ID Enablement for Assignment APIs (Phase 1):
- Updates configuration REST APIs so external systems can use UI-visible IDs (leadId, userId) alongside internal database mapping IDs.
- API responses consistently return both internal and external identifiers.
- Fully backward-compatible; validation rules prevent mixing internal and external ID styles in the same request.
- Bulk API for Server Preferences:
- Introduces a new POST endpoint to fetch multiple server preference/configuration flags in a single bulk API call, optimizing UI load times.
Security, Compliance, Platform & Java Updates
- Java 25 & Spring Boot 4.0.1 Runtime Upgrade:
- Upgraded underlying service dependencies and base images to Java 25 and Spring Boot 4.0.1 (including Customer Fetcher Service / CFS and core microservices).
- Patches known third-party security vulnerabilities (CVEs), resolves base image/compiler mismatches, and optimizes JVM memory management and Garbage Collection (GC) performance.
- Per-Tenant Configurable Retention (VoiceLog & Report Archiver):
- Introduces tenant-level configurable data retention durations for the VoiceLog Archiver and Report Archiver.
- Administrators can set retention durations independently per tenant and per archive table, overriding global system defaults.
- Scope Note: Per-tenant storage location configuration is out of scope for this release.
- Multi-Tenant Data DB Dumping (Superset):
- Converts the Data Engine's monitoring sink consumer to multi-tenant, routing monitoring and QA data from Kafka to the correct tenant-specific database.
- The database writer is schema-aware and fetches sink topics dynamically from CMS at startup.
- CRM HTTP-Based Authentication Scheme Validation:
- Fully wires auth.type.general.crm.http into the main authentication stack as a dedicated CRM HTTP-based auth path.
- Gracefully handles invalid credentials without falling back to standard password login forms.
Quality Analysis (CQA) Integrations
- ECC to CQA Integration Validation:
- Enables and validates the end-to-end integration between ECC and CQA for voice campaign operational setups.
- Scope Note: Omni campaign integration was out of scope for this validation.
- CQA Schema Integration on ECC Superset:
- Adds 40 missing CQA fields to the ECC Superset schema (including quality analysis rules, final scores, AI justifications, and KPI metrics).
- Data flows through the KSQL pipeline to achieve reporting parity with standalone CQA Superset instances.
Reliability & Bug Fixes
- Partition Creation Deadlock Issue:
- Fixes an issue where scheduled partition-creation jobs failed with distributed deadlocks when running concurrently with 5-minute stats aggregation.
- Materialized-view refreshes were moved out of the aggregation function to release insert locks earlier.
- Event Store Partition Cleanup:
- Resolves an issue where older partitions of event store tables were never dropped, causing excessive disk usage.
- Configured scheduled pg_cron jobs to drop partitions older than the 90-day retention window across all tenant databases.
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