v5.66
Released 24 Oct 2026
Added
Supervisors can now observe live chat conversations from a new Messaging Monitor tab. The tab includes a conversation viewer, a filter bar, and a transfer dialog for moving a monitored conversation to another destination.
Chat transcripts are now stored and post-processed, with results shown in new Cradle to Grave columns. Auto QA now supports chat interactions, with media-channel criteria available in evaluation templates. Voice and chat now share a common transcript and Auto QA detail view, and QA evaluation results show the agent who was graded.
OmniChannel, Sentiment, AI QA, and Topic reports are now available as standard reports on every tenant.
A new Cradle to Grave Link web service parameter and a copyable Link column in Cradle to Grave are now available. The Audio Recording Link parameter is deprecated.
Recording Download Format
The Recording Download button now offers a choice of WAV or Opus. Opus files are roughly one-sixteenth the size of WAV, which helps recordings stay within CRM upload limits.
DNIS Source
A new DNIS Source voice setting (Default, To Header, or Diversion Header) lets Call Hub calls record the dialed number instead of the agent's extension.
Agent Roles is now available directly from the User Management menu.
Improved
Call Hub Migration
- Netsapiens UC-only agents (deskphone with no WebRTC profile) can now be offered skill calls on Call Hub.
- Sites newly adopting Call Hub now default the Web Phone ICE Servers setting to STUN + TURN, and the "STUN (Recommended)" option is renamed "STUN". Sites already on Call Hub keep their current setting.
- The Pause/Resume recording API now works for calls handled on Call Hub.
- Special load-balancer ringing routing behavior from the legacy platform is now supported on Call Hub.
- Call Hub now dials Netsapiens API caller IDs through the Netsapiens API, so Netsapiens no longer rejects those outbound calls.
- Call Hub continues logging a Netsapiens call that is transferred to any number, including PBX users, voicemail, queues, and outside numbers.
- Netsapiens UC recordings are now retrieved on the Call Hub logging path, including merged agent calls and calls where two recording agents talk.
- Unlicensed Netsapiens UC users now appear as UNLICENSED in Cradle to Grave, as on the legacy platform.
- The Netsapiens UC roster is now sent to the call center whenever it changes, so UC calls and agents are recognized without saving settings.
- REFER transfers on 3CX tenants now complete correctly.
- Callers now hear ringback instead of silence while a converted blind transfer rings the target WebRTC agent.
Clean Call Reporting
Configuration-caused dial failures and recovered WebRTC retries are now reported under a separate warning state and are excluded from the reliability rate.
Wallboards
Pie and bar chart wallboard widgets now include selected agents who log in after the widget is created, and a Display Offline Agents option is available.
Contact Center Agent Client
The agent tab now holds a browser Web Lock for the session, which prevents Chrome from freezing an inactive agent tab.
IVR Loop Protection
A call that passes through the same IVR twice with no caller input is now dropped and flagged so the tenant's IVR can be corrected. Previously, the call could loop for hours.
Fixed
- Typed dialpad digits sent no DTMF during a call; only mouse clicks worked.
- An agent could go silent for 13 to 28 seconds after switching Contact Center Agent Client tabs mid-call.
- Concurrent settings saves could corrupt settings or silently delete call routing rules.
- Concurrent report tag saves could corrupt the report list, causing tag create and delete errors until a restart.
- The wallboard metric Last time frame field marked valid durations as invalid, and the criteria had to be set twice.
- The WebRTC agent dialog reported success when a save was rejected because of an email, name, or extension conflict.
- The supervisor view showed some agents as "No Channels" or "No Skills Enabled."
- Emails requeued after a pod restart appeared in Emails In Queue but failed every transfer.
- An email with no skill was queued and routed again after last-agent routing had already sent it.
- The Transfer to IVR list in Digit Menus could randomly omit an IVR, leaving a saved transfer blank.
- An IVR transfer could run both its static and dynamic destinations when the dynamic destination did not resolve.
- The Call Hub IVR could stay silent when a data dip response omitted the display or save flags.
- A blind transfer to a not-ready WebRTC agent now goes to that agent's No Answer Destination instead of stranding the caller.
- After an assisted transfer was switched to blind, the transferring agent's wrap-up no longer shows "Attempting to connect" and a spinner.
- QA evaluations did not grade Netsapiens calls captured after being transferred away from a skill. Evaluations now grade each call against the skill of its own portion.
- Auto QA evaluation results were not saved for chat transcripts.
- Call Link offers could appear in Teams when using a Connected Number.
- Call Link could remain on an Avaya IP Office deskphone after an assisted transfer completed.
- Second-leg call recordings did not appear in Cradle to Grave.
- Snackbar messages appeared dimmed behind open dialogs.
- IVR Recording Notice action text formatting was incorrect.
- Additional bug fixes and stability improvements.
Hotfixes and version releases may take some time to roll out worldwide.