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v5.63

14 days ago by Kelly Jaques

Released 13 July 2026

Added

Recording Download Permissions

Administrators can now grant agents separate permissions to download their own call
recordings and skill call recordings, each tied to the matching listen/review permission.
Bulk-edit is supported, with dependency enforcement and inline hints explaining why
controls are disabled.

Transcript Language Support — Chinese (Mandarin) and Cantonese

Support for Mandarin and Cantonese to the existing list of supported transcription languages.

Improved

Click-to-Dial — Chrome Extension Support

The Electron app now handles click-to-dial (dial: protocol) natively.

Data Dip — Session Parameters in Call History

Data-dip session parameters are now visible in the CCAC call History Notes tab, not
just during live calls. Parameters also now persist correctly after a UC softphone
call is placed on hold and resumed.

Agent Media History — Date Range Search

A date-range search has been added to agent media history, with a configurable
maximum span of 14 days.

Transfer & Conference Phonebook

The contact's extension is now shown in the Transfer/Conference Call phonebook,
consistent with the Start New Call dialog.

Manage Skills

Skills are now listed alphabetically in the manage-skills view. Administrators are
also now warned when renaming a skill that doing so will break any wallboards,
reports, and routing rules referencing the original name.

Microsoft Teams — DND Sync

A site-wide setting is now available to disable Teams DND sync, eliminating the
need for agents to turn it off individually.

Fixed

  • Spurious "Invalid Wallboard detected" alerts caused by wallboard scans reading
    files mid-save.
  • Inbound calls being refused due to SIP slowness caused by a shared lock on RTP
    processing.
  • One-way audio on outbound WebRTC calls when the Netsapiens WebRTC dial API is
    enabled.
  • Ghost conference bug where an agent could appear stuck in a multi-hour conference
    state.
  • Salesforce call data and transcriptions not syncing when a single contact was
    auto-selected.
  • Recording downloads failing inside the Teams-embedded CCAgent.
  • "Clear Queue at End of Day" silently disabling itself when the dialable number
    was changed.
  • Reports tag filter treating tags that differ only in capitalization as a single
    tag.
  • AI Insights cards showing the wrong date (one day early).
  • Cradle to Grave report showing a blank Messages column.
  • False microphone permission error appearing on Electron app startup.
  • Additional bug fixes and stability improvements.

Hotfixes and version releases may take some time to roll out worldwide.