Contact Center - Patch Release Notes - Version 6.10.2
Release Details
- Release Date: 05-Oct-2026
- Overview: This patch release introduces multi-target voicelog archival, public Omni Toolbar SDKs for CRM integrations, persistent multi-interaction UI widgets, datatable-scoped customer directories, enterprise authentication enhancements, and critical reliability fixes for call routing fallback chains.
Build Versions
Component | Build URL / Version |
|---|---|
appserver | bom.ocir.io/bmvcldyxkwlg/appserver-non-prod:6.11.3.20260930-R_358888 |
appserverui | bom.ocir.io/bmvcldyxkwlg/appserverui-non-prod:6.11.1.20260930-R_358889 |
art | bom.ocir.io/bmvcldyxkwlg/art-non-prod:6.11.1.20261001-R_359344 |
asrouting | bom.ocir.io/bmvcldyxkwlg/asrouting-non-prod:6.11.2.20260928-R_357934 |
ccdp | bom.ocir.io/bmvcldyxkwlg/ccdp-non-prod:6.9.10013.20260922-R_355951 |
chat-service | bom.ocir.io/bmvcldyxkwlg/chat-service-non-prod:6.11.3.20261001-R_359296 |
citus-patch | bom.ocir.io/bmvcldyxkwlg/citus-patch-non-prod:6.11.2.20260928-R_357927 |
cms | bom.ocir.io/bmvcldyxkwlg/cms-non-prod:6.11.3.20261001-R_359496 |
crm-connector | bom.ocir.io/bmvcldyxkwlg/crm-connector-non-prod:6.11.1.20260928-R_357924 |
customer-fetcher | bom.ocir.io/bmvcldyxkwlg/cfs-non-prod:6.11.4.20261001-R_359328 |
data-engine | bom.ocir.io/bmvcldyxkwlg/dataengine-non-prod:6.11.2.20260928-R_357918 |
eureka | bom.ocir.io/bmvcldyxkwlg/eureka-non-prod:6.11.1.20260928-R_357925 |
fluentd | bom.ocir.io/bmvcldyxkwlg/fluentd-central-logger-non-prod:100.0.40.20260503-R_300465 |
gateway | bom.ocir.io/bmvcldyxkwlg/gateway-non-prod:6.11.2.20260928-R_357922 |
ingress-nginx-controller | bom.ocir.io/bmvcldyxkwlg/ingress-nginx-controller:v1.11.1-307348 |
interaction-service | bom.ocir.io/bmvcldyxkwlg/interaction-service-non-prod:6.11.2.20260928-R_357932 |
kafka-connect | bom.ocir.io/bmvcldyxkwlg/kafka-connect:8.2.0-301841 |
kafka-patch | bom.ocir.io/bmvcldyxkwlg/kafka-patch-non-prod:6.11.2.20260928-R_357926 |
ksqldb | bom.ocir.io/bmvcldyxkwlg/cp-ksqldb-server:6.8.3.20260506-R_301843 |
logrotate | bom.ocir.io/bmvcldyxkwlg/logrotate:6.0.23.20260607-R_315999 |
omni-ui | bom.ocir.io/bmvcldyxkwlg/omni-ui-non-prod:6.11.1.20260928-R_357920 |
patch | bom.ocir.io/bmvcldyxkwlg/patch-non-prod:6.11.4.20260929-R_358548 |
postgresql | bom.ocir.io/bmvcldyxkwlg/postgresql:18 |
redis (Sentinel) | bom.ocir.io/bmvcldyxkwlg/redis-sentinel:7.4.0 |
redis (Modules) | bom.ocir.io/bmvcldyxkwlg/redis-with-modules:8.2.3 |
scheduler | bom.ocir.io/bmvcldyxkwlg/scheduler-non-prod:6.11.1.20260928-R_357923 |
schema-registry | bom.ocir.io/bmvcldyxkwlg/schema-registry:6.8.2.20260129-R_264031 |
superset | bom.ocir.io/bmvcldyxkwlg/superset-non-prod:6.0.22.20260326-R_286994 |
xmf | bom.ocir.io/bmvcldyxkwlg/xtrmmessaggingframework-non-prod:6.11.2.20260928-R_357921 |
Kafka | kafka-2.13-3.4.1_1.x86_64.rpm |
ksqldb (NA) | confluentinc/cp-ksqldb-server:latest |
zabbix-server | zabbix-server: 7.2.0 |
zabbix-agent | zabbix-agent2: 7.2.0 |
node-logcleanup | bom.ocir.io/bmvcldyxkwlg/logcleanup-k8s-node:6.0.17.20241226-R_174107 |
amf | bom.ocir.io/bmvcldyxkwlg/amf:6.7.6.20250721-R_54847 |
applite | ExoApplite-6.4.1.20240801-R_153309.exe |
Feature Enhancements
Dashboards, Reporting & Analytics
Default Out-of-the-Box CRM App Reports
- Key capability & business impact: Shipped standardized Superset reporting dashboards—CRM Details (per-call) and CRM Lead Details (per-customer)—sourced directly from core Data Engine, CFS, and Interaction Service pipelines without requiring custom report builds.
- Configuration requirements or flags: Available out-of-the-box via the default reporting module.
- Scope notes / limitations: Features campaign-aware dynamic columns that dynamically change based on campaign selections while maintaining fixed system metadata fields. Replaces legacy reporting views.
Historical Time-Aware Group Manager ACD Reports
- Key capability & business impact: Enables Group Managers to view ACD Call Details, ACD Call Summary, and ACD Interval Summary reports strictly scoped to their historical group ownership and team assignments during the selected date range.
- Configuration requirements or flags: Exportable via CSV and API.
- Scope notes / limitations: Uses time-bound group assignment rules to prevent current-mapping data leakage when manager or agent group structures change over time.
Historical Time-Aware Group Manager CDR Reports
- Key capability & business impact: Extends historical time-aware reporting scoping to Call History and Call Detail Records (CDR) for Group Managers.
- Configuration requirements or flags: Supported for both CSV and API export formats across platform architectures.
- Scope notes / limitations: Restricts viewable records strictly to the manager's assigned groups during the queried date range.
Consolidated Global Supervisor Dashboard
- Key capability & business impact: Introduced a persistent global dashboard option in the top bar for supervisors, providing a cross-campaign and cross-process overview without requiring individual context switching.
- Configuration requirements or flags: Configured via server_preference_store using the supervisorDashboardId attribute.
- Scope notes / limitations: Governed by Row-Level Security (RLS) to render only assigned campaigns. Displays an empty state gracefully if no campaigns are currently assigned.
Omnichannel & Agent UI
Persistent Multi-Interaction Picture-in-Picture (PIP) Floating Widget
- Key capability & business impact: Introduced a persistent PIP floating widget in Omni UI, allowing agents and supervisors to manage concurrent voice and chat interactions while navigating other platform modules.
- Configuration requirements or flags: Launched via a dedicated PIP icon on the global bar.
- Scope notes / limitations: Includes multi-interaction navigation, status summaries, and adaptive interaction controls (mute/transfer for voice; attach/emoji for chat). Auto-docks and closes on the Interactions tab; constrained within parent iframe boundaries.
Default App Manager Enablement for 6x Tenants
- Key capability & business impact: Enabled App Manager by default across all 6.x tenants, streamlining deployment of custom apps (e.g., Agent Monitoring, Debugger Tools) without support dependencies.
- Configuration requirements or flags: Default appManagerSlot is automatically set to /app/build/appmanager when no custom tenant override exists.
- Scope notes / limitations: Eliminates manual backend server preference configuration per tenant.
Agent UI Session & Availability Panel
- Key capability & business impact: Added a User Profile panel on the Agent UI displaying key operational session details: Local IP, Last Login Time, and Available Time.
- Configuration requirements or flags: Rendered in read-only Label: Value format.
- Scope notes / limitations: Populates automatically from agent session state upon login and refresh.
Telephony & Core Platform
Identifier-Based Do Not Call (DNC) Number Suppression
- Key capability & business impact: Enhanced the DNC bulk upload module to support account/identifier-based suppression, resolving all linked phone numbers automatically and enforcing real-time check-on-dial validation (<100ms latency).
- Configuration requirements or flags: Selectable via a "DNC on the basis of" dropdown (Mobile Number vs. Identifier/Account Number) in the supervisor upload modal.
- Scope notes / limitations: Applied across manual, auto, predictive, power, and preview dialing. Scheduled callbacks are auto-invalidated on match, and active dialing attempts auto-dispose as "Attempt Failed".
Datatable-Scoped Centralized Customer Directory
- Key capability & business impact: Decoupled customer directory models from individual processes by mapping customer directories at the datatable level, enabling a single customer directory to be shared across multiple processes.
- Configuration requirements or flags: Managed via REST APIs for datatable CRUD, process mapping, and customer operations.
- Scope notes / limitations: Fully backward compatible with existing 1:1 process-to-datatable configurations.
Customer Callback and Last Touch Context APIs
- Key capability & business impact: Introduced dedicated REST endpoints to retrieve scheduled callback details and last call history for a customer using customer identifiers.
- Configuration requirements or flags: Endpoints accept customer identifiers directly.
- Scope notes / limitations: Integrates directly with callback and call history pipelines for external application consumption.
Extended Range Filtering for Customer Search
- Key capability & business impact: Expanded customer search APIs to support range-based filtering ($gte, $lte) on decimal, integer, and timestamp attributes.
- Configuration requirements or flags: Filter payloads accept range operators inside JSON parameters.
- Scope notes / limitations: Utilizes established btree indexing on searchable columns; fully backward compatible with exact-match search.
Streamlined Customer Lead Migration
- Key capability & business impact: Simplified customer migration APIs to move records between leads using customerId and primaryKey without requiring a full customer data resubmission.
- Configuration requirements or flags: Fully integrated with datatable-scoped customer models.
- Scope notes / limitations: Retains full customer update behavior if an updated payload body is provided during migration.
Security, Compliance & Infrastructure
Multi-Target Storage & Dual-Format Voicelog Archival
- Key capability & business impact: Delivered multi-target voicelog archival for audio recordings, fanning out uploads concurrently to multiple destinations (FTP, SFTP, HCP, AWS S3, GCP, Oracle Object Storage) with target-independent failure handling.
- Configuration requirements or flags: Configurable via Admin UI. Middleware supports per-target audio format (WAV/MP3), channel tracking (mono/stereo), metadata zip bundling, custom naming, BYOK encryption, and phone masking rules.
- Scope notes / limitations: Primary storage delivery completes before secondary fan-outs begin. Legacy single-target setups maintain full backward compatibility.
Role-Restricted OmniAPP React Login
- Key capability & business impact: Enforced strict client-side role validation on OmniAPP (React) login routes, restricting application entry strictly to agent roles.
- Configuration requirements or flags: Enforced across standalone and embedded OmniAPP login routes.
- Scope notes / limitations: Access is restricted strictly to agent roles (Executive, Professional Agent). Non-agent roles receive an immediate access denial error and are logged out of active parallel sessions.
Enterprise LDAP Authentication Stack & Failover
- Key capability & business impact: Ported enterprise LDAP authentication capabilities to 6.x, providing directory binding, automated failover handling, and system-level SSO functionality.
- Configuration requirements or flags: System-level SSO configuration with tenant-level auth type selection.
- Scope notes / limitations: Ensures full authentication functional parity with legacy platform versions.
End-to-End CRM HTTP Authentication Path
- Key capability & business impact: Certified and fully bound auth.type.general.crm.http across policy determination, service registration, LoginServlet, and toolbar UI logic.
- Configuration requirements or flags: Configured via platform authentication policies (auth.type.general.crm.http).
- Scope notes / limitations: Enables direct CRM-based HTTP agent logins without falling back to local password forms.
Integrations
Client-Side CRM Activity Write Kill-Switch
- Key capability & business impact: Added per-contact-center control to disable client-side CRM activity writes (isServerSideDumpingEnabled) without affecting agent call workflows or UI controls.
- Configuration requirements or flags: Toggled via CMS integration profile (isServerSideDumpingEnabled; default false). Takes effect on toolbar reload.
- Scope notes / limitations: Client-side control switch only. Applies to supported CRM connectors (Salesforce Lightning, Microsoft Dynamics CIF 2.0). Search, screen-pop, and click-to-dial flows remain unaffected.
Public Omni Toolbar Agent Action Methods & Events SDK
- Key capability & business impact: Released a versioned public SDK for 6x Omni Toolbar, exposing agent action methods (login, dial, hold, transfer, dispose, screen-pop) and standardized lifecycle events (agent.state.changed, call.connected, call.disposed, showCrm).
- Configuration requirements or flags: Operates on an external-identifier-only contract (agentId, interactionId, campaignId) without exposing internal session IDs.
- Scope notes / limitations: Replaces reliance on internal APIs, supports multi-interaction voice and chat contexts, and facilitates migration from legacy OpenCTI setups.
Structured Plain Text / JSON Chat Transcript API
- Key capability & business impact: Introduced a dedicated API exposing messaging transcripts as structured JSON (turn-by-turn sender type, name, timestamp, and message text) for completed conversations.
- Configuration requirements or flags: Available upon conversation completion; existing XML transcript delivery remains untouched.
- Scope notes / limitations: Unblocks post-processing pipelines and URL-based webhooks unable to parse XML payloads.
Voice API Application SDK Endpoints
- Key capability & business impact: Exposed six core REST Voice API endpoints as SDK methods in aaf_sdk.js (manualDial, manualDialCustomer, disposeCall, disposeAndManualDial, getDispositions, getDispositionClasses).
- Configuration requirements or flags: Gateway resolves agent session and identity server-side, eliminating the need to pass session IDs or user CRT objects in request bodies.
- Scope notes / limitations: Forwards additionalParams on dial endpoints directly into execution nodeflows.
Metadata-Enriched Interaction Completed Webhook Events
- Key capability & business impact: Extended the Interaction Completed event payload to include customer CRM metadata and custom nodeflow variables for downstream analytics and quality assurance (CQA) systems.
- Configuration requirements or flags: Fields are appended with distinct source tags (source: "ecc" vs. source: "custom").
- Scope notes / limitations: Fully backward compatible; existing payload structures remain unchanged while new metadata is appended.
Call Detail Filtering by Custom Nodeflow & Customer Metadata
- Key capability & business impact: Extended Call Detail APIs to allow query filtering against customNodeflowData and CustomerData fields.
- Configuration requirements or flags: Powered by a JSONB query layer with defined indexing for high-volume datasets.
- Scope notes / limitations: Supports equality, contains, range operators, and nested JSON key/value lookups.
Reliability & Bug Fixes
Call Routing Fallback Chain Recovery
- Key capability & business impact: Fixed call routing fallback chain failures occurring when all agents are momentarily busy, preventing long call wait times on unassigned appservers.
- Configuration requirements or flags: Omni availability upsert updated to write active appserver context per queue/campaign (active-appserver-queue-{id}).
- Scope notes / limitations: Resolved a NullPointerException in ResourceAvailabilityDataProvider (ASRouter), ensuring fallback levels 1 and 2 return valid active servers under peak load.
Deterministic Column Mapping Resolution
- Key capability & business impact: Fixed non-deterministic column mapping selection in process-level customer management APIs when campaignId is omitted.
- Configuration requirements or flags: Guarantees consistent column mapping resolution across system restarts and API calls.
- Scope notes / limitations: Ensures reliable search and update behavior for custom process-scoped customer lookups.
Browser Support / Operational Notes
- Supported Browsers: No change to core browser support matrices in this patch cycle.
- Deployment Note: Changes to integration flags (e.g., isServerSideDumpingEnabled) take effect upon toolbar reload without requiring full system redeployments.