ECC Patch Release Notes 6.8.3

release details release date october 30, 2025 release summary this release bridges the gap between voice and omni capabilities by promoting inbound voice campaigns to use the modern omni ui this allows existing 6x voice customers to adopt the new, user friendly agent experience without a complex migration key new features include a major integration with konnect insights for unified ticketing and communication, an inactivity based auto logout for toolbar integrations to improve license management, and sanitization of sensitive data in logs to enhance security this version also delivers significant technical improvements, including a smarter, more resilient ksql registration process and a unified theme color system for a consistent brand experience across all modules 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 21 20251031 r 236358 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 8 8 20251030 r 236015 applite exoapplite 6 4 1 20240801 r 153309 exe art bom ocir io/bmvcldyxkwlg/art 6 8 8 20251029 r 235728 art dbquery na asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 8 9 20251029 r 235701 chat service bom ocir io/bmvcldyxkwlg/chat service 6 8 10 20251029 r 235709 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 8 9 20251029 r 235711 cms bom ocir io/bmvcldyxkwlg/cms 6 8 13 20251030 r 235759 cms dbquery na crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 8 10 20251029 r 235707 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 8 10 20251029 r 235700 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 8 18 20251030 r 236060 eureka bom ocir io/bmvcldyxkwlg/eureka 6 8 9 20251029 r 235706 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 9 20251029 r 235703 ingress nginix controller na init na init exoxtrmutils na interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 8 13 20251029 r 235708 k8tz na kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 8 9 20251029 r 235710 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 9 20251029 r 235704 vault na zabbix server zabbix server 7 2 0 zabbix agent zabbix agent2 7 2 0 patch bom ocir io/bmvcldyxkwlg/patch 6 8 18 20251030 r 236112 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 10 20251029 r 235713 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 8 9 20251029 r 235720 cqa bom ocir io/bmvcldyxkwlg/cqa 6 8 9 20251029 r 235712 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 8 19 20251030 r 235932 note release marked in bold has the change only, other releases has no change and are same delivered in last patch cycle ⭐ features list promote voice inbound campaign to omni inbound campaign (en 147673) what it is a major strategic update that enhances the 6x voice process to include omnichannel capabilities existing inbound voice campaigns can now be "promoted" (via a flag) to use the new omni ui for the agent persona benefit this allows existing 6x voice customers to adopt the modern, user friendly omni agent experience without a disruptive migration backend handling for interactions and reporting remains compatible scope this initial release covers inbound voice campaigns and the agent persona only dialer, toolbar, and supervisor modules are out of scope for this specific update doc link https //exotel atlassian net/wiki/spaces/ 7120206a5054b6882a44d2b06a4b706903a845/pages/1378320413/promote+voice+inbound+campaign+to+omni+inbound+campaign update & fetch interaction,ccdp,cqa,konnectinsights,harmony) (en 147386) what it is enables integration between ecc and konnect insights (ki), allowing ki to act as the system of record for tickets while ecc manages the omnichannel communications benefit agents can access ki (embedded via url) directly within the ecc interface, eliminating the need to switch tools the integration supports ticket creation, synchronization, and data exchange (e g , ecc passes interactionid to ki; ki returns ticket ids and can fetch ccdp summaries) internal note as of now, the app has not been provided by the ps team for integration testing, so the ticket creation api is being used instead ‘ https //interaction service engg preprod cc exotel com 443/v1/cc list/99/process list/169/interactions/83617b30 0554 4024 b002 1ed4e22510/metadata/ticket id ’ document link (internal) https //exotel atlassian net/wiki/spaces/arch/pages/1303642121/konnect+end+to+end+flow+doc inactivity understanding in 6x toolbar integrations including omni (en 146986) what it is introduces an inactivity timer for the ecc toolbar when integrated with a parent crm benefit improves license efficiency and wfm adherence reports the parent crm can now configure the toolbar to automatically log out agents after a defined period of idle time doc link (internal) https //exotel atlassian net/wiki/spaces/arch/pages/1304985632/inactivity+timer+in+toolbar+4x+6x+and+omni+toolbar sanitization of logs (ga 15444) what it is an enhancement to log management in the appserver and data engine benefit improves security and data privacy by sanitizing sensitive information (confidential data or pii) from the system logs this ensures safer log handling during troubleshooting document for data engine logs (internal) https //exotel atlassian net/wiki/spaces/ecc/pages/1306984458/new+debugging+flow+for+appserver+and+data engine+in+6x+october+2025 ksql patch upgrade dependent ksql issue (ga 15394) what it is a major improvement to the ksql registration and re registration process benefit the system is now smarter, faster, and more reliable it automatically determines the correct registration order for dependent ksql components 350and only re registers ksqls that have actual version changes 351 this reduces unnecessary operations, speeds up deployments, and provides enhanced error handling action required after deployment, please restart the cms service pods one after another (sequentially or via rolling update) to ensure smooth application recovery note please restart the cms service pods one after another (sequentially or rolling update manner) to ensure smooth application recovery and avoid service disruption unified theme color across ecc (en 147776) what it is a standardized theme color system has been introduced across all product skus benefit replaces the previously distinct color schemes for each sku this creates a cohesive, recognizable brand identity and a unified user interface, improving usability and accessibility 🛠️ technical tasks na 🔒 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 release361 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 (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 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 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 en 147340 messages not exchanged between agent and customer after reload during an ongoing chat ga 15474 negative udh wrap time dumped for auto transferred chats ga 15421 whatsapp inbound chat customer name is not being saved ga 15503 call details report getting a blank report for masking campaigns if filtering by phone number (masked or unmasked) ga 15452 udh dumping issue with voice and omni campaigns 🐞 customer reported and legacy bugs fixes system common bugs ga 15449 (cms api optimization) problem several cms apis (like /agentdashboard, /supersetconfig) were being called redundantly during user actions like login and tab switching, increasing backend load and slowing ui response419419419419419419419 fix these apis are now cached efficiently to ensure they are called only when necessary this results in faster response times and smoother navigation hr 782 (cqa rule assignment ui) problem in the cqa campaign level quality assignment tab, the filter condition section was showing many attributes, but their operator values were not displaying fix this has been corrected the ui now correctly displays only the three supported attributes (call type, user disposition, talk time) and their corresponding operator values in the dropdown voice jwt token synchronization (ga 15469) problem when a jwt token was refreshed in one toolbar tab, the new token was not synced to other open tabs or the webrtc tab, causing 401 unauthorized errors fix the refreshtoken api now syncs the updated token to other tabs via localstorage and to the webrtc tab via a push api if an inactive tab makes an api call and gets a 401 error, it will automatically reload to fetch the new token api url character limit (sl 17589) problem an api call (/primary campaign for users) was failing because it passed a very large list of user ids in the url as query parameters, exceeding the 2,048 character limit fix the api endpoint has been updated to no longer require the list of user ids as query parameters, resolving the failure transfer to campaign api failure (sl 17701) problem the 'transfer to campaign' api was failing with an internal server error because it was receiving a vcall type callid but was expecting a cmlp type callid fix the logic has been updated to correctly recognize and process vcall type callids, allowing the api to work as expected monitoring data and reports talk time inconsistency in reports (sl 17616) problem in call transfer scenarios, the customer talk time was incorrectly being recorded as ivr time additionally, the first user's data was not recorded in the user disposition history table fix the issue is resolved for ivr playback during inbound calls the talk time values in both call history and user disposition history tables are now correctly updated and consistent in transfer to user scenarios lead name in auto dial (sl 17533) problem in the outbound auto dial flow, the lead name field was incorrectly displaying the lead id fix the mapping for lead name in the kafka event has been corrected to send the actual lead name this fix will reflect in call history and reports shortest call duration in dashboard (ga 15601) problem on the superset dashboard, if no calls were made within a 5 minute interval, the "shortest call duration" was incorrectly calculated as 0 fix the ksql logic was fixed to ensure that zero values are excluded from the array min calculation, resulting in the correct shortest duration being reported omni campaign voice and chat interactions missing data in push event (ga 15549) problem the chatcrmcreatenotifypush event was missing the interactionid and thirdpartydata required for crm integration popups fix as a workaround, the customerchatmemberupdatedpush event is now used to handle the opencti popup functionality additionally, the interactionid will be added to the crm app url 🖥️ browser version support version 141 0 7390 123 (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 whatsapp chat and exotel login issues (sl 17700) problem agents with emojis (or other non bmp unicode characters) (e g , 🍁) in their display names were unable to join chat rooms rca the openfire xmpp server rejects jids (jabber ids) that contain such characters, and the agent display name was being used to form the jid fix a sanitization process has been implemented to automatically strip or replace invalid unicode characters (like emojis) from agent display names during jid formation, preventing the chat join failure491 chat service build tag bom ocir io/bmvcldyxkwlg/chat service 6 8 11 20251104 r 237118 📞 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