ECC Patch Release Notes 6.8.0

release details release date august 29, 2025 release summary this release focuses on enhancing system resilience with new failover logic for both call servers and app servers it introduces key usability features, including support for "+" in dids , configurable incoming call contexts , and a new 'transfer to campaign' api additionally, this version includes a beta for whatsapp and messenger integration via the xmf framework, new omni uad enhancements like appsdk for crm integration , and significant technical upgrades to logging with fluent bit sidecars and postgresql database replication ecc 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 2 20250829 r 219593 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 8 1 20250829 r 219575 applite exoapplite 6 4 1 20240801 r 153309 exe art bom ocir io/bmvcldyxkwlg/art 6 8 1 20250828 r 219308 art dbquery na asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 8 1 20250825 r 218157 chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 2 20250826 r 218699 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 8 1 20250825 r 218164 cms bom ocir io/bmvcldyxkwlg/cms 6 8 2 20250825 r 218425 cms dbquery na crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 8 1 20250825 r 218166 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 8 1 20250825 r 218162 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 8 4 20250829 r 219599 eureka bom ocir io/bmvcldyxkwlg/eureka 6 8 1 20250825 r 218211 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 1 20250825 r 218155 ingress nginix controller na init na init exoxtrmutils na interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 8 4 20250827 r 218996 k8tz na kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 8 1 20250825 r 218213 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 1 20250825 r 218156 vault na zabbix server zabbix server 7 2 0 zabbix agent zabbix agent2 7 2 0 patch bom ocir io/bmvcldyxkwlg/patch 6 8 5 20250828 r 219380 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 3 20250828 r 219333 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 8 1 20250825 r 218158 cqa bom ocir io/bmvcldyxkwlg/cqa 6 8 1 20250825 r 218165 note release marked in bold has the change only, other releases has no change and are same delivered in last patch cycle ⭐ features list redundant call server within one appserver (en 144276) what it is implemented robust failover logic for environments with multiple call servers (e g , appserver 0 with cs1/cs2) benefit ensures high availability if one call server fails, calls are automatically routed to the active server this provides uninterrupted service, zero call drops, and correct logging, all while maintaining round robin load balancing when servers are healthy app server failover auto switch when db is down (en 144290) what it is a mechanism that automatically reassigns clusters to a healthy application server if the primary database becomes unavailable benefit improves system resilience the app server connected to the failed database is marked unhealthy, and its cluster is remapped to an active server users can continue to log in and work without manual intervention support of + in did (ga 15012) what it is the system now supports configuring dids and callerid pools with a "+" symbol for incoming calls, the "+" is removed from the did to ensure it resolves correctly against the configured dids benefit simplifies configuration and eliminates the need for extra scripting at the call context level to handle the "+" symbol resolving incoming call context per cc (ga 15033) what it is provides support for selecting a specific inbound call context based on configuration for each contact center (cc) benefit previously, the context was chosen randomly now, admins can assign a default context per cc, allowing for customized scripting (like handling the "+" symbol) that is specific to one cc activation this feature must be enabled by inserting a record into the server preference store table create calls api endpoint for app server voice call api standardisation (en 143990) what it is exposes the "transfer to campaign" functionality as a public api for customer use benefit allows external systems or third party applications to programmatically transfer a live call into a specific campaign limitations the api supports basic auth, oauth 2 0, and jwt tokens a token generated for one cc can currently be used in another cc supports transfers to campaigns within the same cc and same app server only rate limiting is not currently implemented for this api whatsapp and messenger integration (beta) (en 143809) what it is this beta feature introduces support for facebook messenger and whatsapp channels via the xmf (xtrm messaging framework) benefit provides a scalable framework for adding new digital channels this update includes horizontal scaling for amf, ui handling for new channel icons, and support for international numbers with xmf notes & limitations ccdp & cqa have not been tested with messenger chat the chat toolbar info endpoint must be updated to the new xmf webhook url attachments supports pdf, csv, png, jpg, jpeg mp3 and mp4 files are not working properly not supported messenger feedback , customer resolution with messenger , read receipts , byok with xmf , messenger with bot , or using messenger and whatsapp in the same campaign designdoc (internal) https //docs google com/document/d/1ikhmvglsltzqhtggogfhch25tk6wbshzfmzqayrop8w/edit?tab=t 0 doc link (internal) https //exotel atlassian net/wiki/spaces/arch/pages/1089437736/messenger+configuration+for+xmf https //exotel atlassian net/wiki/spaces/ecc/pages/371327101/whatsapp+channel+configuration+in+amf+in+6 x+new+approach+is+xmf omni data points admin/supervisor (en 145067) what it is a new default supervisor dashboard implemented using superset benefit gives supervisors comprehensive, real time insights into agent performance, queue status, and call handling efficiency crm url integration in omni uad (en 143924) what it is implements appsdk in the omni universal agent desktop (uad) to allow crms to be embedded within the application benefit agents can now work with an embedded crm (in an iframe) without switching screens this enables instant data exchange between the two systems the crm url can be configured via the admin portal qa testing app sdk for omni uad (en 145878) what it is enhances the ameyo integration framework with omnisdk benefit makes it easier to connect ameyo with third party systems like crms or custom applications this provides faster, more reliable, real time data sharing between ameyo and connected tools ard isd task db replication in postgres running as pod in k8s excluding ameyodb (en 144209) what it is a replica of the databases (excluding ameyodb) is now maintained inside the postgres instance pod benefit this ensures faster recovery and higher data resiliency in case of a database issue vault pod redundancy (en 144196) what it is hashicorp vault is now configured to run in high availability (ha) mode benefit this setup uses aws kms for the auto unseal feature , ensuring true redundancy and high availability for secrets management without requiring manual intervention doc link (internal) https //exotel atlassian net/wiki/spaces/ecc/pages/1034125313/new+ +vault+configuration https //exotel atlassian net/wiki/spaces/ecc/pages/1081409850/migrating+from+vault+to+vault+ha log collector and host mount change fluentbit as sidecar verify the central logs for each component (fluent bit sidecar) (en 143086, ga 14975) what it is a fluent bit sidecar container is now deployed with each application pod to handle log forwarding application logs are written to an ephemeral emptydir volume (/log) benefit this approach optimizes disk usage, prevents issues from stale logs, and improves scalability logs are automatically cleaned up when a pod is deleted this update also ensures that chat service logs, which were previously missing, are now sent to the central logger 🔒 security fixes na 📊 benchmarking tasks na 🩺 debugging and monitoring tasks debugging docs / sops na monitoring tasks na ⚠️ limitations and known issues the following are known limitations or issues in this release en 142448 for inbound calls, the popup for multiple customers does not appear in the toolbar ga 14838 filterable and searchable columns are shown 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 the addcustomerinfotocrmurl flag is working 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 toolbar sometimes faces an "invalid number" issue during manual dial ga 14851 duplicate customer handling mouse arrow is shown on the preview customer screen ga 14843 the call details screen under the manage tab (supervisor) is distorted ga 14842 transfer/confer to user not able to select a queue in the queue list ga 14841 transfer/confer to user queue list is shown when clicking on the campaign option ga 14534 blacklist feature a number is only blocked if a zero is added before the number ga 14933 data is not updating in campaign customer table after call disposition, allowing the same number to be dialed infinitely (third party masking setup is down) ga 14932 "create and dial" customer is created, but calling is not working (third party masking setup is down) ga 14935 dial time restriction at campaign level dial time is not updating in campaign customer table for existing customers ga 14937 user disposition retry setting campaign customer table is not updated based on the setting after call disposition ga 14958 conference call icon persists after the agent ends the conference ga 14956 supervisor can force logout an agent without providing a reason ga 15107 during force login, the 1st user doesn't get logged out properly (fix not received) ga 15100 need a flag to persist error records in db for lead upload ga 15053 bulk user upload issues occur if column names or sequence are changed in the downloaded csv, even after correct mapping ga 15098 non dialable feature is not working with callback en 132681 excluded disposition feature is not working on the supervisor "manage contacts" page en 141977 a disabled filter at the system level is still working en 140367 a filter created at the system level but not assigned to a campaign is still applied to all legacy campaigns ga 15223 callback upload from supervisor if is self callback is false, the userid being passed should be bypassed instead of failing ga 15224 callback failure logs are not available in app server logs ga 15235 callback is not initiated if an agent is logged in but on break (campaign callback) en 145356 agent screen complete "contacts" data columns are not shown everywhere in the contacts tab and live interactions en 145173 multiccmanager clicking the contact tab reverts to the main login screen en 145660 "abandon at acd" data is not dumping for chat queues when no agent is logged in (queue monitoring) en 145484 closed interactions search field not working with customer name ga 15313 customer searching issue searchable "name" column splits into two if the name has a space en 146524 contacts tab (admin/supervisor) bulk upload complete data column fields are not shown for mapping en 146522 messenger mp3 and mp4 format support issue ga 15303 whatsapp and messenger not tested in the same campaign unable to initiate whatsapp outbound chat ga 15302 storage azure transcript fails to send to azure if multiple attachments are sent at a time hr 609 outbound chat summary is not generated hr 604 past interaction count and list are not showing when the ccdp flag is enabled hr 658 intent heading is not generated correctly in some conversations hr 642 case id not getting updated in journey hr 640 a meaningful chat summary was not generated hr 633 summary sentiment does not match the interaction sentiment hr 614 cqa scoring is sometimes not showing in the 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 for all calls, regardless of ai scoring hr 646 the screen gets blank after creating a duplicate quality profile hr 630 when ai analysis is disabled, those quality profile options should not appear on the ai audit screen hr 629 when tasker is down, cqa score shows 'no score selected' hr 628 quality profile assignment/creation option is showing twice on screen hr 613 the supervisor is unable to save cqa manual scoring with comments internal chat disabled 🐞 customer reported and legacy bugs fixes voice ga 15059 (cms pod crash) problem the cms pod crashed because editing or uploading a single nodeflow caused the system to cache all nodeflows in that campaign fix the system has been modified to only update the specific nodeflow related to the event, significantly reducing the load on cms ga 15197 (configuration delimiter) problem the allowed vr ids configuration used a semicolon (;) as the delimiter fix the delimiter has been updated to a comma (,) for consistency example allowed vr ids 0 "1,3" monitoring data and reports ga 15271 (azure voicelog archiving) problem voicelogs created "with legs" were not being uploaded to azure storage devices fix this implementation gap was identified and has been fixed in the latest data engine build sl 17312 (missing re acd calls in reports) problem calls that re entered the acd queue (reacd) were not appearing in call history reports rca a udh id was not being created for failed acd association event (i e , when a reacd call failed to connect to an agent) fix the data engine has been updated to persist a udh id for both disposing call and failed acd association event this ensures all reacd attempts are correctly recorded in the reports omni campaign voice and chat interactions en 145409 (customer resolution for webchat) problem customer resolution (matching) was not working for webchat when crm sync was off, specifically when an email address was used as the identifier fix an email identifier column has been added to the omni column mapping to allow matching via email action required for this feature to work on existing processes, the searchable emails and messenger unique id columns must be manually added to all active omni process data tables a patch will be provided later en 144525 (cqa enhancement) enhancement this update enhances quality management by introducing ai based analysis (ccdp & cqa) for voice and chat (webchat/whatsapp) it also adds new "interaction details" and "customer details" pages for better visibility during audits en 145824 (harmony ui ai summary) enhancement this feature provides agents with ai powered summaries of past customer interactions this allows agents to quickly understand customer history, intent, and sentiment without reading full transcripts, reducing handle time this has been tested with voice and chat (webchat/whatsapp) 🖥️ browser version support version 139 0 7258 128 (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 listed 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 na 🩹 hot fixes en 147067 (auto dial callid) fix as part of story en 143990, the callid is now passed in global variables for auto dial calls build bom ocir io/bmvcldyxkwlg/appserver 6 8 3 20250905 r 220724 sl 17486 (mobile number privacy) problem on the supervisor ui, if a customer was not found in the database, their phone number was displayed in the "name" column of the waiting list fix the name column will now be displayed as empty if no customer is found, protecting the privacy of the number build bom ocir io/bmvcldyxkwlg/appserver 6 8 4 20250909 r 221719 ga 15381 (browser storage) problem browser storage (local/session storage) in the /newapp application was not functioning correctly, causing data persistence issues fix this issue has been resolved, ensuring data is stored and retrieved as expected build bom ocir io/bmvcldyxkwlg/appserverui 6 8 1 20250916 r 223746 📞 how to get support for any questions, issues, or assistance required with this release, please contact our support team through the standard channels or reach out to your customer success manager