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v5.67

1 day ago by Kelly Jaques

Released 11 Nov 2026

Added

Agent Management API

Agents can now be created, read, edited, bulk edited, and deleted through the public API at /api/v1/agents, authenticated with Service User bearer tokens. Additional endpoints manage each agent's account codes, busy codes, and default outbound caller ID. WebRTC agents can be created, edited, and deleted. For UC agents, only the settings Xima holds can be changed: licenses, skill levels, codes, and the default outbound caller ID.

Alerts and Triggers in the Web UI

Alerts and Triggers has moved from the Java client to the web app and is available under the Admin (System) menu. The page supports three kinds of alerts:

  • Standard Triggers: email and desktop recipients for built-in system events.
  • Custom Daily Triggers: a historical report value checked once a day against a threshold.
  • Realtime Triggers: a realtime metric checked continuously against a threshold.

Call Display Fields

A new Call Display Fields setting shows selected session parameters, such as an account name, in the call pop, in Call Monitor columns, and on Supervisor View agent cards.

Call Hub Click-to-Dial API

Call Hub tenants can start calls through a click-to-dial API endpoint that sets each call's outbound caller ID, P-Asserted-Identity, skill, and session parameters.

Hyperlinks in Outbound Email

Agents can now send clickable hyperlinks in outbound email, and links in configured email signatures are clickable when the email is received.

IVR Messaging Flows

Messaging flows are now available as a Message Routing destination and run on v3 web chat. Flows support actions and conditions, are visible to supervisors, and can transfer a conversation to a skill. Cradle to Grave now shows an Auto Attendant span and per-step events for messaging flows.

Session Parameter Overrides for Skills

An administrator can map a session parameter key to a skill's Skill Priority and Queue Music settings. When a call enters the skill's queue carrying the mapped parameter with a valid value, that call uses the parameter's value instead of the skill's configured setting. The override applies to that call only, and the skill's configuration does not change.

Wallboard Text Scaling

Wallboard text and values now scale to fit the container they are in, regardless of screen size.

Improved

Audio Uploads

Audio file uploads from the web app now allow files up to 25 MB, matching the Java client.

Chat Monitoring and Transcripts

  • Messages exchanged during a v3 chat bot conversation now appear in the live chat view and in Cradle to Grave.
  • Chat transcripts from AI agent conversations are now processed for Auto QA.
  • Session parameters are now available on chat interactions.
  • Call Monitor and Email Monitor have been redesigned to match the Messaging Monitor.
  • v3 AI agents are now listed as destinations in the Messaging Configuration routing picker.
  • The v3 chat widget now supports uploading a company logo.

Custom Reports

  • Saving a custom summary metric with no value is now blocked, and an error appears when a save fails.
  • Removing an input no longer leaves formulas pointing at a wrong or missing input.
  • Adding a parameter no longer drops built-in parameters.
  • Deleting a parameter now unbinds only the criteria bound to that parameter.
  • Feature Duration formula inputs keep their Feature Type and calculation when edited, and the column configuration criteria bar now runs the full width of the page.
  • The report wizard keeps the preview date range and selected rows when moving between steps.

Scheduled Reports

Scheduled reports now suggest a date range that matches the delivery schedule, such as last month for a monthly report, with clearer range hints.

Callbacks

A queued callback now keeps the session parameters of the call it came from, so the agent who takes the callback sees what the IVR collected, and session parameter overrides apply to the callback.

Dial by Extension

When a caller enters a skill's extension, Dial by Extension now transfers the caller to that skill's queue instead of treating the entry as invalid.

Call Hub

  • Voice calls now run as parties and operations with a single teardown, which improves how drops, transfers, callbacks, REFER failures, and voicemail moves end and are logged.
  • All agent web phone connections now use the same retry series, and the agent is told to refresh the page when retries run out. Previously the call tile could keep showing "connecting" while the caller heard silence.
  • Skill voicemail and voicemail-on-no-answer are now enabled for every Call Hub tenant. A tenant can still opt out.
  • When several extensions are tied, Call Hub now offers the call to the least recently used one instead of always choosing the lowest extension.

Calls in Queue

Callers who are still in the callback menu now appear with their callback number instead of a blank entry.

Contact Center Agent Client

The dialpad button now appears on outbound calls before they are answered, so agents can enter digits while the call is connecting.

Time Formatting and Insights

  • Key Metrics card durations now display as M:SS instead of H:MM:SS (for example, 3:42 instead of 0:03:42).
  • Duration baselines in Insights also display as readable times when the latest day has no data.
  • Long AI Insight titles now wrap across two lines with a hover tooltip instead of being cut off.

Fixed

  • Calls in Queue listed Netsapiens call queues as skills and offered them as chat and queue transfer targets.
  • Scheduled and forced call drops could fail to take effect, leaving calls looping in the IVR for hours.
  • A Teams app login could continue when the login-portal check failed. Login now stops in that case.
  • One wallboard widget with a missing metric blanked every wallboard on the screen.
  • Callback numbers could be doubled. A number entered without # is now read back after 5 seconds, and entry stops at 25 digits.
  • Transfer-target recordings were missing after supervised transfers on legacy Netsapiens.
  • Click-to-dial and logging did not use a WebRTC agent's current name after the agent was renamed or recreated.
  • A queued Call Hub caller could remain in the queue after the PBX dropped the call without a BYE.
  • A Call Hub WebRTC agent waiting in a skill they dialed could see the blind transfer option.
  • Estimated wait times could display hours instead of minutes.
  • Netsapiens call-event subscriptions could silently stop delivering events.
  • An agent could remain stuck on a call for hours after calling an IVR from a Netsapiens desk phone and hanging up there.
  • Netsapiens deskphone agents could be turned off after the agent dial rule was recreated at startup.
  • A failed SIP drop during a PBX connectivity loss could leave an orphaned WebRTC session that disrupted agent audio on later calls.
  • Far-end audio could go silent on legacy Netsapiens calls when the inbound RTP sequence number restarted at a media hand-off.
  • Call Hub calls could go silent or drop when the far end moved its media mid-call.
  • Completing a conference merge or assisted transfer while the consult leg was still ringing could leave the call unresponsive to hang-ups.
  • RingCentral callbacks connected by attended transfer lost their skill context, which affected after-call work, the agent talk timer, and Cradle to Grave.
  • A startup race on RingCentral could delete live webhook subscriptions without recreating them, leaving transfers and agents stuck.
  • Queued callbacks on Call Hub could fail to dial, and callbacks waiting in queue could dial when every agent working the skill was not ready.
  • Agent logout did not trigger the No Agents Enabled queue overflow on Call Hub.
  • Supervisor Log User Out did not end a disconnected agent's session after a primary pod restart.
  • A Teams Session Expired / Sign In loop required an administrator to log the user out.
  • The Launch Pad AI Insights banner showed the wrong workday outside UTC.
  • AI Insights Daily Digest and Share dialogs listed registered SIP handset extensions as agents.
  • Web chat offer state could fall out of sync.
  • SMS chats queued over 13 hours could lose late messages or create a duplicate conversation.
  • An internal web phone call could remain stuck when both agents logged out.
  • Email polling and New Email could stop until a restart when a mail server stalled.
  • Public API click-to-dial on Call Hub tenants failed instantly instead of dialing through Call Hub.
  • Cradle to Grave event names stayed blank for several seconds after expanding a Transfer Hold row.
  • Central Repository playback could fail on linked sites opened five or more minutes after login.
  • Large chat widget logo uploads could exhaust server memory.
  • Every settings save recorded a "Dial Plan Auto Digits was removed" audit event, even when the setting was not changed.
  • PBX API URLs are now cleaned up when settings are saved (whitespace trimmed, https:// added by default).
  • Additional bug fixes and stability improvements.

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