ECC Patch Release Notes 6.8.1

release summary version 6 8 1 release date october 1, 2025 this release introduces significant enhancements to the agent and administrator experience key highlights include the new omni experience toolbar (beta) , which provides a unified, multi channel workspace for agents, and the custom toolbar framework , enabling greater flexibility for crm integrations this patch also brings foundational architecture changes, including a new xmf service for the multi channel framework and support for redis sentinel mode for high availability administrators and supervisors benefit from five new omnichannel reports , new configuration options for toolbars and call transfers , and new data tables for live monitoring ecc build versions the following component versions are included in this release component build url amf bom ocir io/bmvcldyxkwlg/amf 6 7 6 20250721 r 54847 appserver bom ocir io/bmvcldyxkwlg/appserver 6 8 7 20250930 r 227997 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 8 2 20251001 r 228508 applite exoapplite 6 4 1 20240801 r 153309 exe art bom ocir io/bmvcldyxkwlg/art 6 8 2 20250930 r 228005 art dbquery na asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 8 4 20250930 r 227887 chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 5 20250930 r 227893 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 8 4 20250930 r 227885 cms bom ocir io/bmvcldyxkwlg/cms 6 8 7 20250930 r 227989 cms dbquery na crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 8 5 20250930 r 227883 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 8 5 20250930 r 227877 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 8 8 20251001 r 228413 eureka bom ocir io/bmvcldyxkwlg/eureka 6 8 4 20250930 r 227884 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 4 20250930 r 227890 ingress nginix controller na init na init exoxtrmutils na interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 8 8 20250930 r 227879 k8tz na kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 8 4 20250930 r 227886 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 4 20250930 r 227882 vault na zabbix server zabbix server 7 2 0 zabbix agent zabbix agent2 7 2 0 patch bom ocir io/bmvcldyxkwlg/patch 6 8 10 20251001 r 228510 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 5 20250930 r 228020 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 8 4 20250930 r 227891 cqa bom ocir io/bmvcldyxkwlg/cqa 6 8 4 20250930 r 227894 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 7 20251001 r 228703 note release marked in bold has the change only, other releases has no change and are same delivered in last patch cycle features list create new patch service for xmf (en 146855) what's new a new patch service, xmf , has been introduced to support the multi channel framework impact this new service replaces the previous amf service, improving the backend support for omnichannel operations restrict access to campaign context server preference flag (en 145230) user benefit prevents agents from making incorrect selections during call transfers by hiding the "default ivr" option when it's not relevant how it works previously, the "default ivr" option was always visible during transfers, which could lead to agent errors a new flag, adddefaultivrfeaturecontextsforcampaign, in the server preference store now controls its visibility this can be configured globally (cc level) or for a specific campaign the campaign level configuration has higher priority impact this change only affects the displayed list of ivrs call transfer and routing functionality remain unchanged documentation (internal) https //exotel atlassian net/wiki/spaces/arch/pages/1038712881/configurable+default+ivr+in+transfer+context voice data points parity for new fw (en 145662) user benefit provides new, consolidated data sources for supervisor live monitoring and enables the creation of custom reports and dashboards in superset new tables three new tables have been introduced disposition summary stats productivity summary stats lead information stats omni toolbar | harmony ui (beta version) (en 146070) this release introduces the new omni experience toolbar (harmony ui) in beta it is designed to give contact center agents a single, unified, and modern workspace directly in their platform toolbar, replacing older (e g , 4 x) implementations user benefit by eliminating unnecessary app switching and consolidating all key capabilities (interactions, history, contacts, callbacks, telephony, ai) for all channels (voice, chat, whatsapp) into one intuitive interface, this new toolbar is designed to improve agent productivity and reduce average handling time (aht) in scope (phase 1 beta) toolbar ui with uad feature parity (excluding known phase 1 omissions) multi tab telephony handling and reload persistence omni channel interaction management (voice, chat, whatsapp) core table components for interactions, contacts, and callbacks out of scope (phase 1 beta) sso login options (saml, social login) column arrangement widget for tables advanced analytics (planned for a future release) single session webrtc is not yet implemented advanced toolbar configuration (process level & custom framework) (en 144766 & en 145912) this release enhances toolbar flexibility with two major, related updates en 144766 omni toolbar configuration at process & campaign level user benefit admins can now create tailored agent experiences by configuring the omni toolbar at the process and campaign levels, not just globally this improves agent focus, reduces confusion, and speeds up onboarding by ensuring agents only see the tools relevant to their specific assignment how it works the system automatically displays the toolbar mapped to the agent's process or campaign if no specific configuration is found, it falls back to the global toolbar this is fully backward compatible en 145912 custom toolbar framework user benefit re introduces and enhances the custom crm integration framework this empowers an organization's professional services (ps) team to independently manage and customize crm connectors without dependency on the product engineering team key capabilities modify existing connectors override standard connectors (e g , salesforce, zoho) with custom logic using javascript build new connectors create new crm integrations from scratch deployment & management upload, version, and restore custom integration files via the multiccmanager ui note in this release, the custom toolbar functionality is delivered for salesforce crm only documentation custom toolbar framework en 136747 & en 136707 support for redis sentinel mode business benefit this enhancement significantly improves high availability (ha) and fault tolerance for the platform's redis cache technical detail the application code now supports connecting to redis in both sentinel mode and normal mode , determined by a configuration flag sentinel mode the application connects to the sentinel port to automatically discover the master node and directs all write requests there normal mode the application continues with the existing behavior of connecting directly to a single redis instance note this change requires updates across all microservices, appserver, and art components documentation redis configuration en 146322 new omni channel reports user benefit this release provides richer and more accurate visibility into omnichannel interactions and productivity from both the customer and agent perspectives new reports five new omni reports have been introduced channel summary interaction summary acd interaction summary campaign omni apr cc omni apr technical detail these reports are powered by the omni interaction denormalized interval 5 min truth table and populate two new key stats tables interaction summary stats (capturing the customer perspective) and agent productivity omni summary stats (capturing the agent perspective) en 145892 agent self monitoring dashboard for omni campaigns user benefit the agent self monitoring dashboard, previously available only for voice campaigns, is now extended to support omni campaigns how to access agents can access this dashboard via the /omniapp interface en 141642 capture mobile device information in reports user benefit administrators can now capture mobile device specific information in reports, which is useful for tracking activity and troubleshooting issues from mobile app users how it works this feature is controlled by a contact center level flag, allowing organizations to collect these details only when necessary limitation this feature is only supported for android devices in this release it is not available for ios devices en 147067 callid now available in global parameters for auto dials impact the callid is now correctly passed in global variables during auto dial calls this fixes an issue from a previous build and ensures that custom scripts or integrations dependent on this variable will function as expected 🛠️ technical tasks no technical tasks are included in this release 🔒 security fixes ga 15225 hardcoded postgresql credentials leaked 66 issue the art api response contained hardcoded postgresql credentials (username postgres, password password), posing a significant security risk67 resolution this issue is addressed the password is no longer exposed in api responses68 ga 15226 application allows unrestricted file upload (cfs) 69 issue the application accepted file uploads without validating content type or file contents, which could allow for malicious code execution and system compromise70 resolution validation has been implemented on the cfs side to resolve this vulnerability71 ⏱️ benchmark tasks benchmarking tasks are not applicable to this release72 🩺 debugging and monitoring tasks debugging docs and monitoring tasks are not applicable to this release73737373 ⚠️ limitations and known issues the following are known issues, limitations, and known facts for this release74 en 142448 popup for multiple customers does not appear in the toolbar for inbound calls75 en 142553 | en 140238 saml sso is not supported with the omni toolbar76 ga 14853 "create and dial" is not supported in the toolbar for the duplicate customer feature77 ga 14022 the addcustomerinfotocrmurl flag only works at the system level78 ga 14534 the blacklist feature only blocks a number if a zero is added before it79 ga 14933 campaign customer table is not updating after call disposition, allowing the same number to be dialed infinitely (related to third party masking setup)80 ga 14932 "create and dial" creates the customer, but calling fails (related to third party masking setup)81 ga 15053 (bulk user upload) uploads fail if column names or sequence are changed in the downloaded csv, even if mapped correctly82 ga 15107 during force login, the first user is not logged out properly (fix not received)83 ga 15098 "non dialable" setting is not working with callbacks84 ga 15223 callback upload from supervisor fails with a user id mismatch when is self callback is false85 ga 15224 callback failure logs are not available in app server logs86 ga 15235 campaign callbacks are not initiated if the agent is logged in but on a break87 en 145660 "abandon at acd" data is not dumping for chat queues when no agent is logged in88 en 146522 issues with mp3 and mp4 format support in messenger89 ga 15303 unable to test whatsapp and messenger in the same campaign due to an issue initiating outbound whatsapp chats90 en 147340 messages are not exchanged between agent and customer if a reload occurs during an ongoing chat91 ga 15474 negative udh wrap time is being dumped in omni interaction denormalised interval 5 min for auto transferred chats92 cqa/ai issues hr 604 past interaction count/list not showing when ccdp flag is enabled93 hr 609 outbound chat summary is not generated94 hr 640 meaningful chat summary not generated based on conversation95 hr 614 cqa scoring sometimes not showing in closed interaction tab96 hr 616 cqa ai scoring is incorrectly analyzing unattended chats97 hr 613 supervisor is unable to save cqa manual scoring with comments98 ✅ customer reported and legacy bugs fixes system common bugs 99 ga 15199 character length check for userid 100 issue the user id field had no character limit, causing the user deletion api to fail for long ids (>1000 characters)101 this was a legacy issue102 fix a 75 character limit is now enforced in both the ui and backend for the user id field103 voice 104 sl 17486 mobile number display privacy concern 105 issue in supervisor live monitoring, the waiting list displayed the original phone number in the name column for unknown (unregistered) customers, even when number masking was enabled106 fix the name column will no longer display the phone number; it will remain blank for unregistered customers to protect privacy107 sl 17435 unable to add caller id in campaign settings 108 issue admins received an error when trying to add or update the caller id field in the admin ui for campaign settings109 fix the caller id field is now functional110 admins can configure the did here for agent visibility, while the customer facing did remains controlled by the did pool or nodeflow111 sl 17546 telephony panel inactive after auto dispose 112 issue when a call was auto disposed (e g , due to wrap timeout), the ui would lock up because the modal backdrop was not removed, forcing the agent to reload113 fix the code now properly removes the modal backdrop, allowing users to continue working without a reload114 monitoring data and reports 115 ga 15157 data engine oom crash from non utf characters 116 issue the data engine service crashed with an out of memory (oom) error due to processing usernames with non ascii or non breaking space characters117 this also caused agent names to display as ? in the supervisor live monitoring ui118 fix the cms microservice now enforces utf 8 encoding and replaces non breaking spaces with normal spaces, resolving both the oom crashes and the ui display issue119 🖥️ browser version support version 140 0 7339 208 (official build) (arm64) 120 📊 reports delivered verified reports 121 the following 15 reports were verified by qa for this release call history 122 call details 123 acd abandon call detail report 124 acd call details 125 acd call interval summary 126 acd call summary 127 agent session details 128 agent productivity summary 129 agent productivity interval summary 130 acd abandon call summary report 131 queue performance report 132 omni call details report 133 omni chat detail report 134 omni interaction call history 135 omni interaction detail report 136 not delivered the following reports are present in the ui but were not delivered/verified in this patch 137 (list includes interaction activity daily report, feedback report, chat channel report, video chat history, conference report, etc ) 🧪 test cases executed test cases executed with their result 138 (no specific test case information was provided in the document ) ℹ️ how to get support for any questions, issues, or assistance required with this release, please contact our support team through the standard channels ecc patch release notes 6 8 1 🚀 release summary version 6 8 1 1 release date october 1, 2025 2222 this patch introduces significant new capabilities focused on modernizing the agent experience, enhancing platform stability, and expanding omnichannel features key highlights include the beta release of the new omni experience toolbar (harmony ui) 3, designed to unify all agent interactions in one workspace this release also re introduces the custom crm integration framework 4, enabling deep customization by an organization's professional services team for infrastructure, this patch adds full support for redis sentinel mode to ensure high availability5 finally, it delivers new omnichannel reports 6, crucial security fixes 7, and a wide range of bug fixes to improve stability and performance8 📦 ecc build versions the following component versions are included in this release components with new builds for this patch are marked in bold (inferred from build dates and the note in the source)9 component build url amf appserver bom ocir io/bmvcldyxkwlg/appserver 6 8 7 20250930 r 227997 10 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 8 2 20251001 r 228508 11 applite exoapplite 6 4 1 20240801 r 153309 exe 12 art bom ocir io/bmvcldyxkwlg/art 6 8 2 20250930 r 228005 13 asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 8 4 20250930 r 227887 14 chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 5 20250930 r 227893 15 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 8 4 20250930 r 227885 16 cms bom ocir io/bmvcldyxkwlg/cms 6 8 7 20250930 r 227989 17 crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 8 5 20250930 r 227883 18 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 8 5 20250930 r 227877 19 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 8 8 20251001 r 228413 20 eureka bom ocir io/bmvcldyxkwlg/eureka 6 8 4 20250930 r 227884 21 fluent bit fluentd gateway bom ocir io/bmvcldyxkwlg/gateway 6 8 4 20250930 r 227890 22 interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 8 8 20250930 r 227879 23 kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 8 4 20250930 r 227886 24 logrotate(na) node logcleanup scheduler bom ocir io/bmvcldyxkwlg/scheduler 6 8 4 20250930 r 227882 25 patch bom ocir io/bmvcldyxkwlg/patch 6 8 10 20251001 r 228510 26 xmf bom ocir io/bmvcldyxkwlg/xtrmmessaggingframework 6 8 5 20250930 r 228020 27 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 8 4 20250930 r 227891 28 cqa bom ocir io/bmvcldyxkwlg/cqa 6 8 4 20250930 r 227894 29 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 7 20251001 r 228703 30 ✨ features list en 146070 omni toolbar | harmony ui (beta version) 31 description introduces the new omni experience toolbar ui, designed as a unified, responsive workspace for agents32 it replaces older implementations and provides uad feature parity33333333 user benefit eliminates app switching by integrating interactions, history, contacts, telephony, and ai features into one toolbar for all channels (voice, chat, whatsapp), improving agent productivity and reducing aht34 in scope omni channel interaction management, multi tab telephony handling, and core table components35 out of scope (phase 1) sso login (saml, social), column arrangement widgets, advanced analytics, and single session webrtc36 en 145912 & en 144766 custom toolbar framework and process level configuration en 144766 (omni toolbar at process & campaign level) the omni toolbar can now be configured at process and campaign levels, not just globally37 agents see a tailored toolbar based on their assignment38383838 if no specific config is set, it falls back to the global toolbar39 en 145912 (custom toolbar framework) re introduces and enhances the custom crm integration framework, enabling the professional services (ps) team to manage connectors independently40 key capabilities modify existing connectors (e g , salesforce) with custom logic, build new connectors, and manage (upload, version) them via the multiccmanager ui41 note in this release, the custom toolbar functionality is delivered for salesforce crm only 42 en 136747 support for redis sentinel mode 43 description the application code is enhanced to support redis in both sentinel and normal modes44 business benefit this provides high availability and fault tolerance for the platform's redis cache technical detail a configuration flag determines the mode in sentinel mode, the app connects to the sentinel, fetches the master node endpoint, and directs all write requests there45 this change spans all microservices, appserver, and art components46 en 146322 new omni channel reports 47 description five new omni reports are introduced channel summary, interaction summary, acd interaction summary, campaign omni apr, and cc omni apr 48 user benefit provides richer, more accurate visibility into omnichannel interactions from both customer and agent perspectives49 technical detail reports are powered by two new stats tables interaction summary stats (customer perspective) and agent productivity omni summary stats (agent perspective)50 en 145892 agent self monitoring for omni campaigns 51 description the agent self monitoring dashboard, previously only for voice campaigns, is now implemented for omni campaigns and accessible via /omniapp52 en 145230 configurable "default ivr" in call transfers 53 description a new flag (adddefaultivrfeaturecontextsforcampaign) in the server preference store controls the visibility of the "default ivr" option during call transfers54 user benefit prevents agents from incorrectly selecting this option, which was previously always displayed55 the flag can be set at the cc or campaign level (campaign level has higher priority)56 en 145662 new voice data tables for reporting 57 description three new tables (disposition summary stats, productivity summary stats, lead information stats) are introduced to store consolidated data for supervisor live monitoring and can be used for superset dashboards58 en 141642 capture mobile device info in reports 59 description support has been added to capture mobile device specific information in reports, controlled by a contact center level flag60 limitation this feature is only supported for android devices 61 en 146855 new patch service for xmf 62 description a new patch service, xmf, has been introduced to support the multi channel framework, which was previously handled by amf63 en 147067 callid in global parameters 64 description in earlier builds, the callid was not passed in global variables for auto dial calls this is now fixed65 🛠️ technical tasks no technical tasks are included in this release 🔒 security fixes ga 15225 hardcoded postgresql credentials leaked 66 issue the art api response contained hardcoded postgresql credentials (username postgres, password password), posing a significant security risk67 resolution this issue is addressed the password is no longer exposed in api responses68 ga 15226 application allows unrestricted file upload (cfs) 69 issue the application accepted file uploads without validating content type or file contents, which could allow for malicious code execution and system compromise70 resolution validation has been implemented on the cfs side to resolve this vulnerability71 ⏱️ benchmark tasks benchmarking tasks are not applicable to this release72 🩺 debugging and monitoring tasks debugging docs and monitoring tasks are not applicable to this release73737373 ⚠️ limitations and known issues the following are known issues, limitations, and known facts for this release74 en 142448 popup for multiple customers does not appear in the toolbar for inbound calls75 en 142553 | en 140238 saml sso is not supported with the omni toolbar76 ga 14853 "create and dial" is not supported in the toolbar for the duplicate customer feature77 ga 14022 the addcustomerinfotocrmurl flag only works at the system level78 ga 14534 the blacklist feature only blocks a number if a zero is added before it79 ga 14933 campaign customer table is not updating after call disposition, allowing the same number to be dialed infinitely (related to third party masking setup)80 ga 14932 "create and dial" creates the customer, but calling fails (related to third party masking setup)81 ga 15053 (bulk user upload) uploads fail if column names or sequence are changed in the downloaded csv, even if mapped correctly82 ga 15107 during force login, the first user is not logged out properly (fix not received)83 ga 15098 "non dialable" setting is not working with callbacks84 ga 15223 callback upload from supervisor fails with a user id mismatch when is self callback is false85 ga 15224 callback failure logs are not available in app server logs86 ga 15235 campaign callbacks are not initiated if the agent is logged in but on a break87 en 145660 "abandon at acd" data is not dumping for chat queues when no agent is logged in88 en 146522 issues with mp3 and mp4 format support in messenger89 ga 15303 unable to test whatsapp and messenger in the same campaign due to an issue initiating outbound whatsapp chats90 en 147340 messages are not exchanged between agent and customer if a reload occurs during an ongoing chat91 ga 15474 negative udh wrap time is being dumped in omni interaction denormalised interval 5 min for auto transferred chats92 cqa/ai issues hr 604 past interaction count/list not showing when ccdp flag is enabled93 hr 609 outbound chat summary is not generated94 hr 640 meaningful chat summary not generated based on conversation95 hr 614 cqa scoring sometimes not showing in closed interaction tab96 hr 616 cqa ai scoring is incorrectly analyzing unattended chats97 hr 613 supervisor is unable to save cqa manual scoring with comments98 ✅ customer reported and legacy bugs fixes system common bugs 99 ga 15199 character length check for userid 100 issue the user id field had no character limit, causing the user deletion api to fail for long ids (>1000 characters)101 this was a legacy issue102 fix a 75 character limit is now enforced in both the ui and backend for the user id field103 voice 104 sl 17486 mobile number display privacy concern 105 issue in supervisor live monitoring, the waiting list displayed the original phone number in the name column for unknown (unregistered) customers, even when number masking was enabled106 fix the name column will no longer display the phone number; it will remain blank for unregistered customers to protect privacy107 sl 17435 unable to add caller id in campaign settings 108 issue admins received an error when trying to add or update the caller id field in the admin ui for campaign settings109 fix the caller id field is now functional110 admins can configure the did here for agent visibility, while the customer facing did remains controlled by the did pool or nodeflow111 sl 17546 telephony panel inactive after auto dispose 112 issue when a call was auto disposed (e g , due to wrap timeout), the ui would lock up because the modal backdrop was not removed, forcing the agent to reload113 fix the code now properly removes the modal backdrop, allowing users to continue working without a reload114 monitoring data and reports 115 ga 15157 data engine oom crash from non utf characters 116 issue the data engine service crashed with an out of memory (oom) error due to processing usernames with non ascii or non breaking space characters117 this also caused agent names to display as ? in the supervisor live monitoring ui118 fix the cms microservice now enforces utf 8 encoding and replaces non breaking spaces with normal spaces, resolving both the oom crashes and the ui display issue119 🖥️ browser version support version 140 0 7339 208 (official build) (arm64) 120 📊 reports delivered verified reports 121 the following 15 reports were verified by qa for this release call history 122 call details 123 acd abandon call detail report 124 acd call details 125 acd call interval summary 126 acd call summary 127 agent session details 128 agent productivity summary 129 agent productivity interval summary 130 acd abandon call summary report 131 queue performance report 132 omni call details report 133 omni chat detail report 134 omni interaction call history 135 omni interaction detail report 136 not delivered the following reports are present in the ui but were not delivered/verified in this patch 137 (list includes interaction activity daily report, feedback report, chat channel report, video chat history, conference report, etc ) 🧪 test cases executed test cases executed with their result 138 (no specific test case information was provided in the document ) ℹ️ how to get support for any questions, issues, or assistance required with this release, please contact our support team through the standard channels