Change Log - November 2025

Available as of v5.56\

Added

• Bulk Agent Settings

  • When modifying agent settings in the 'Agent Licensing' menu, you were previously limited to one agent at a time

  • Now, you'll be able to modify the following settings for agents in bulk:

    • Recording Mode

    • Reset Password

    • ... more to come

      
      
    
    

• Custom Hold Music

  • Historically, the music heard when a WebRTC agent places a caller on hold defaulted to the 'Snap Clap Whistle' queue music. With this update, you may now select from any pre-provided music files or upload your own..

  • The selected hold music is system-wide for all voice agents

  • To change the hold music, navigate to the Administrator Client > System Settings > Voice Agent > Hold Music

    

Improved

• UI Update for CC Agent Client

  • The agent client now uses color additions to more clearly distinguish between active media types and their focus.

  • Implemented various minor visual refinements to improve the client's overall aesthetic.

    
    

• Overflow or Timeout to an IVR

  • Previously, skill queue timeouts or overflows could only be directed to another skill, an extension, or a dialable number. Now, you can designate an IVR as a destination for those events.

Changed

• Call Media > Media Info

  "Call Info" is being updated to be "Media Info" in cradle to grave and reporting. This will better represent the variety of media which may include calls, chats, and email.

• Updated audio feedback animations

  While agents are on a call, they'll see new animations to represent their audio input and the customer's audio input. This will help agents recognize when they may be having mic or speaker issues

  

Fixed

• Several small bug fixes