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v5.64

1 day ago by Kelly Jaques

Released 24 Aug 2026

Added

AI Insights

AI Insights are now generally available to all tenants without requiring Xima to enable it individually.

Email Forwarding

Agents can now forward email interactions to other recipients.

Default Outbound Number

Administrators can configure a per-agent default outbound number. This number is pre-selected on new manual calls and used as the click-to-dial fallback.

Recording Access — Additional Tier

A third recording-access tier is available, allowing agents to review and download recordings for calls handled by others in their role, including non-skill calls.

Improved

Netsapiens Webhook Reliability

Netsapiens webhook subscriptions are now verified on a recurring schedule and automatically recreated if dropped. Previously, a dropped subscription could silently stop UC recordings and call events for extended periods without notice.

Contact Center Agent Client — Duplicate Tab Handling

Opening a second CCAC browser tab now closes the older session's connection automatically, preventing duplicate WebRTC connections that could cause broken call audio.

Cradle to Grave — Transfer Logging

Netsapiens-executed transfers with Forward REFER to PBX enabled now log as a single Cradle to Grave record instead of being split across two or three records.

Outbound Dialing — Caller ID Validation

Attempting to dial using a caller ID that has been removed from settings now shows a clear error message. The caller ID list also refreshes each time the dialog is opened.

User Management — Large Tenant Performance

Licensing and user account pages now load and scroll without freezing on tenants with large user counts.

Session Handling After Sleep

Session Expired prompts no longer stack after a device wakes from sleep. Expired Teams SSO sessions are now redirected to the login portal automatically.

Fixed

  • Supervisor View "Emails in Queue" showing zero when unskilled emails were present in the queue.
  • Agent Ring Time and other duration settings not saving when set to 0 or Default in the web skill editor.
  • SIP Extensions dialog displaying all Outbound Numbers as "Unassigned" regardless of actual configuration.
  • A crash when selecting New Parameter on a custom report criterion whose value type only exists as a preset.
  • Discarding a draft reply incorrectly removing the original email from the agent's active media.
  • Custom queue music playing the default track instead of the configured track on CallHub tenants.
  • Wallboard thumbnail preview images rendering in the top-left corner instead of filling the preview area.
  • Additional bug fixes and stability improvements.

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