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🚀 Acefone — July 2026 Product Release Notes

What's shipping this month: Multithreaded conversations, WhatsApp calling, smarter dialers, SIP Trunking GA, recording transfer visibility, and a host of reporting and reliability improvements across the platform.

📋 Table of Contents

🔗 Interaction Hub (UIX)
📊 Insights
📞 Dialer
🖥️ Console
🔗 Integrations
🌐 API & Webhook
🎙️ Voice Streaming & SIP Trunking
📋 Contacts & Campaigns

🔗 Interaction Hub (UIX)

✨ New Features & Improvements

1. 🧵 Multithreaded Conversation Handling

Audience: Agents / Admin

Interaction Hub v4 introduces multithreading capabilities, allowing agents to manage multiple customer conversations in parallel with dedicated permission controls, conversation management, and unified interaction tracking across all channels.

Benefits:

Agents can handle multiple simultaneous conversations without switching contexts
Dedicated permission controls help manage access for multi-conversation handling
Unified interaction tracking provides a consolidated view across all supported channels

How to use:
Enable the required permissions for agents and use Interaction Hub to manage multiple conversations from the unified interaction view.

2. 📲 WhatsApp Calling Support in Click-to-Call Support API

Audience: Admin / Developer

WhatsApp Calling support has been added to the Click-to-Call Support API, enabling the customer leg to be initiated over WhatsApp.

Benefits:

Expands Click-to-Call support to WhatsApp as a calling channel
Enables businesses to reach customers through a preferred communication channel
Supports broader customer communication use cases through the existing API flow

How to use:
Use the Click-to-Call Support API and configure the customer leg to initiate over WhatsApp where supported.

3. 🔑 Password View and Remember for Ace Connect Desktop

Audience: Agents

Password View and Password Remember functionality has been added for the Ace Connect Desktop Application, allowing agents to securely view and save login credentials.

Benefits:

Reduces repeated credential entry for agents
Improves login convenience while maintaining secure credential handling
Helps agents access the desktop application faster during daily operations

How to use:
Open the Ace Connect Desktop Application and use the Password View or Remember Password option on the login screen as required.

4. 👁️ Unsaved Contact Visibility and Queue Filter

Audience: Agents / Supervisor

Visibility of unsaved contact numbers has been added, along with a queue filter to segregate WhatsApp Chats, WhatsApp Calls, and HPBX Voice Calls.

Benefits:

Agents can identify unsaved contact numbers more easily during interactions
Queue filters help separate WhatsApp Chats, WhatsApp Calls, and HPBX Voice Calls
Improves queue visibility and reduces confusion across communication channels

How to use:
Open the queue view in Interaction Hub and apply the relevant channel filter to view WhatsApp Chats, WhatsApp Calls, or HPBX Voice Calls separately.

5. 📶 Mobile Ace Connect App Reconnection Alerts

Audience: Agents

Mobile Ace Connect app on Android and iOS now supports extension de-registration alerts and automatic reconnection on session drops.

Benefits:

Agents are notified when their extension is de-registered
Automatic reconnection reduces downtime after session drops
Improves calling continuity for mobile Ace Connect App users

✅
No action required — alerts and automatic reconnection work automatically when extension de-registration or session drop events occur.

6. 🔔 Sound Alert in Ace Connect App

Audience: Agents

A sound alert has been added in Ace Connect App for events such as Call Disconnected.

Benefits:

Agents receive audible notifications for important call events
Reduces the chances of missing call state changes
Improves agent awareness during active calling sessions

✅
No action required — sound alerts will play automatically for supported events such as Call Disconnected.

7. ⚙️ Product-Specific Configuration Separation

Audience: Admin

Product-specific configuration has been moved out of the Users module for simplified user management.

Benefits:

Keeps the Users module focused on user management
Allows product-specific configurations to be managed independently
Simplifies administration and improves configuration organization

How to use:
Manage user details from the Users module and access product-specific configuration from the dedicated configuration area.

8. 💬 Group WhatsApp Chat in Interaction

Audience: Agents

A Group WhatsApp chat option has been added in Interaction, allowing additional participants to join an ongoing chat or call.

Benefits:

Enables multi-party collaboration within an ongoing WhatsApp interaction
Additional participants can join without starting a separate conversation
Improves support collaboration during complex customer conversations

How to use:
Open an ongoing WhatsApp interaction and use the group chat option to add additional participants where supported.

9. 📨 WhatsApp Template Auto-Send

Audience: Agents

A WhatsApp template message is now auto-sent when a customer initiates a chat with an agent.

Benefits:

Provides immediate acknowledgment when customers initiate chats
Reduces manual effort for agents on the first response
Helps maintain a consistent initial customer communication experience

✅
No action required — the configured WhatsApp template is sent automatically when a customer initiates a chat.

🛠️ Bug Fixes

#	Issue	Resolution
1	Shared Contacts Not Syncing in Interactions Panel	Fixed an issue where shared contacts were not syncing in the Interactions Panel
2	Prefix Not Visible When Queue Off	Fixed an issue where the prefix was not visible when the queue was turned off
3	Call Logs Not Fetching Through Interactions	Fixed an issue where call logs could not be fetched through Interactions
4	Call Overlap Not Reflecting on Chrome Extension	Fixed a backend call overlap issue where calls rang but did not reflect on the Chrome extension

📊 Insights

✨ New Features & Improvements

1. 📅 Centralized Scheduled Call Tracking

Audience: Admin / Supervisor / User

New parameters have been introduced in the Scheduled Call report to bring all scheduled call details into a single exportable report. The report includes key information such as scheduled date and time, assigned agent, campaign, follow-up status, linked call details, and call outcomes for comprehensive tracking.

Benefit	How to Use
Monitor follow-ups, track scheduled calls, and analyze agent performance without combining data from multiple reports	Navigate to the Reporting section, open Scheduled Call Report and export the consolidated report

2. 🔖 Enhanced Export Navigation with State Preservation

Audience: Admin / Supervisor / User

The export workflow now preserves applied filters and page state when navigating back from the Download Manager. Users are returned to the same view without triggering a page reload or losing their previously selected filters.

Benefit	How to Use
Saves time by preventing users from reapplying filters after every export	Export a report from Insights and use the breadcrumb to return to the previous page with your filters intact

3. 🔁 Fault-Tolerant Custom Report Execution

Audience: Admin

Custom Reports now automatically restart if the reporting service is interrupted due to server or cron-related failures. This recovery mechanism ensures scheduled report processing resumes automatically after unexpected service disruptions.

Benefit	Action Required
Improves report reliability by ensuring scheduled reports continue running even after service interruptions	✅ None — the recovery process happens automatically

4. 🧹 Intelligent Report Recovery & Deduplication

Audience: Admin

The Custom Report service has been enhanced to track report execution during service recovery. This prevents the same scheduled report from being generated or delivered multiple times after a restart.

Benefit	Action Required
Ensures users receive only one copy of each scheduled report, reducing unnecessary duplicates	✅ None — the enhancement works automatically in the background

5. 📐 Standardized Call KPI Logic Across APR, DAPR & Agent Logs

Audience: Admin / Supervisor

Call-related KPIs are now calculated using a standardized logic across APR, DAPR, and Agent Logs. The updated implementation also covers edge cases, ensuring consistent metric calculations across all reporting modules.

Benefit	How to Use
Consistent metrics across reports, improved accuracy, and elimination of discrepancies between dashboards	Open any supported report to view the standardized KPI values

6. 📋 Added IVR Feedback KPI in Call Details

Audience: Admin / Supervisor

The Feedback to IVR KPI has been added to the Call Log More Details page. Users can now view customer IVR feedback directly alongside other call information without navigating to a separate report.

Benefit	How to Use
Quick visibility into customer IVR feedback alongside other call details for better analysis	Open any Call Log and navigate to the More Details page

7. ⚡ SLA & AHT Widget Reload Performance Optimization

Audience: Admin / Supervisor

The reload performance of the SLA and AHT widgets in the Call Performance Dashboard has been optimized. Backend query improvements and widget optimizations provide faster loading and a smoother dashboard experience.

Benefit	How to Use
Improved dashboard responsiveness and quicker access to performance metrics	Open the Call Performance Dashboard to experience the improved widget performance

8. 🔎 Dual Identifier Search in Call Logs

Audience: All Users

Call Logs now support searching using both Call ID and Reference ID, matching the legacy CDR experience. Users can locate call records using either identifier without changing their existing workflow.

Benefit	How to Use
Easier to find call records regardless of which identifier is available	Enter either the Call ID or Reference ID in the Call Log search

9. 🗓️ Extended CSAT Log Retention from 3 to 6 Months

Audience: Admin / Supervisor

The retention period for CSAT logs has been extended from 3 months to 6 months. Historical customer feedback remains accessible for a longer duration, supporting deeper trend analysis and reporting.

Benefit	How to Use
Analyze customer feedback trends over a longer historical period	Access CSAT Logs in Insights to view data for up to six months

10. 📈 Insights Homepage with Answered & Missed Call Statistics

Audience: All Users

The Insights homepage graph has been redesigned to display separate Answered and Missed call statistics. This provides a clearer visual representation of overall call activity directly from the homepage.

Benefit	How to Use
Quickly understand call trends and monitor overall call performance at a glance	Open the Insights homepage to view the updated card

11. 💳 Integrated XTRACT (PCA) with the Central Billing System

Audience: Admin

XTRACT (PCA) billing has been integrated with the Central Billing System, replacing the previous cron-based billing mechanism. Billing is now processed through the centralized platform, ensuring a more streamlined and standardized billing workflow.

Benefit	Action Required
Improves billing accuracy, reliability, and aligns PCA billing with the organization's standard billing process	✅ None — billing is processed automatically through the Central Billing System

12. 👤 User-Level Filter in Video Performance Dashboard

Audience: Admin / Supervisor / User

A new User-Level Filter has been added to the Video Performance Dashboard. Users can now filter dashboard metrics for specific individuals, enabling more granular performance analysis.

Benefit	How to Use
Easier to monitor individual user performance and compare metrics across users	Select a user from the dashboard filter to view user-specific metrics

13. 📆 Calendar Dates Added to Video Trend Graph

Audience: Admin / Supervisor

The X-axis in the Video Volume Trend graph now displays actual calendar dates instead of generic labels such as Day 1 or Day 2. This provides better context while analyzing trends over time.

Benefit	How to Use
Makes graphs easier to read and helps users correlate trends with specific dates	Open the Video Performance Dashboard and view the updated trend graph

14. 🗺️ Enhanced Call Flow with Agent Number Visibility

Audience: Admin / Supervisor

Agent numbers are now displayed within the Call Flow view in Insights. This additional information provides better visibility into call routing and helps users identify the agent associated with each call more easily.

Benefit	How to Use
More informative call flow analysis and simplified agent identification during troubleshooting	Open the Call Flow section for any call to view the agent number

🛠️ Bug Fixes

#	Issue	Resolution
1	Unwanted Field Appended in Custom CDR Report	Fixed an issue where an unwanted field was appended to the Custom CDR report. Exported reports now contain only the intended fields

📞 Dialer

✨ New Features & Improvements

1. 🏷️ On Call Disposition on Dialer Agent Panel

Audience: Users

Agents can now select and submit a call disposition directly from the dialer panel while a call is still in progress, without waiting until after the call ends. Supported disposition types include outcomes such as Voicemail Left, Callback Requested, No Answer, and Connected.

Benefits:

Disposition data is captured at the moment of the interaction, reducing missed or inconsistent outcome entries between calls
Accurate real-time dispositions enable downstream actions such as CRM field updates, automated follow-up scheduling, and routing rule triggers to fire correctly

✅
No additional setup or configuration is required — log in to the contact center platform and open the dialer panel as usual.

2. 📵 Missed Call Handling

Audience: Users

Agents can now view Queue missed calls directly within the Call Logs section. When initiating a callback on a missed call, the system checks whether another agent has already completed that callback and displays a notification before the call is placed.

Benefits:

Reduces duplicate follow-up calls to the same contact, avoiding a poor customer experience
Gives agents full visibility into missed call history without switching between views
Helps teams coordinate callback efforts without manual communication overhead

✅
No additional setup or configuration is required — log in to the contact center platform and open the dialer panel as usual.

3. 📋 Extend Agent Undisposed Log Visibility to Full Daily View

Audience: Users

Agents can now view all call records from the current day in a single, persistent log, including both disposed and undisposed calls, regardless of whether their session has been interrupted or restarted. Previously, undisposed call records were visible only within the active session and were lost on logout.

Benefits:

Agents no longer lose visibility of undisposed calls after a session dropout, reducing the risk of missed follow-ups and incomplete dispositions
A full daily call view makes it easier to review and action any calls handled throughout the shift, improving overall disposition accuracy
Supervisors gain a more reliable audit trail of daily agent activity within the dialer

✅
No additional setup or configuration is required — log in to the contact center platform and open the dialer panel as usual.

4. ⏱️ Increase Maximum Preview Duration to 300 Seconds

Audience: Supervisor

Agents handling complex accounts or requiring additional preparation time — such as reviewing prior interaction history or account notes — can do so without the preview timer expiring prematurely. This reduces cold starts and supports more informed, higher-quality conversations.

Benefit	How to Use
Agent can view leads for 300 seconds now	Log in to the Admin platform and select preview duration as 300 seconds

5. 🤖 Display Call Context on Dialer Panel During Voicebot Transfer

Audience: Admin / Supervisor

When a voicebot transfers a call to a live agent, the agent's dialer panel now automatically displays the context collected during the bot interaction — including caller intent, captured data fields, and a conversation summary — at the moment the transfer connects.

Benefits:

Agents receive the full picture of the customer's issue before saying a word, eliminating the need for customers to repeat themselves. This reduces average handle time on inbound flows and supports a faster, more informed handoff from automated to human-assisted service.

✅
No additional setup or configuration is required — log in to the contact center platform and open the dialer panel as usual.

6. 🔢 Display Unique Call ID in Dialer Call Logs Section

Audience: Users

Each call record in the Dialer Call Logs section now displays a unique Call ID, a system-generated identifier assigned to every call.

Benefits:

Agents and supervisors can instantly reference a specific call by its ID when raising support requests, reducing back-and-forth with operations teams
Call IDs make it straightforward to correlate dialer records with CRM entries or carrier-level traces during troubleshooting

✅
No additional setup or configuration is required — log in to the contact center platform and open the dialer panel as usual.

🛠️ Bug Fixes

#	Issue	Resolution
1	Disposition window was not appearing after call hang-up, and disposed leads continued to show as undisposed on the portal	Resolved the underlying issue to ensure the disposition window and lead status now update correctly
2	Dialer APR data issue — idle duration in DAPR was showing negative values (ref: TACN5069609745351 / OR197232)	Fixed the idle duration calculation logic to prevent negative values in DAPR reporting
3	Inbound calls were not being delivered to agents in the Ready state	Corrected the call routing logic so inbound calls are now properly delivered to available agents
4	Duplicate lead uploads were occurring	Fixed the upload logic to prevent duplicate lead entries

🖥️ Console

✨ New Features & Improvements

1. ⚙️ Optimize Leads Fetching Logic from Redis at Campaign Manager Service

Audience: Backend Optimisation

The lead delivery engine for active campaigns has been updated to retrieve and queue leads more efficiently, reducing the time between a completed call and the next lead being presented to an agent.

✅
No action required — the improvement applies automatically to all running campaigns.

2. 🔄 Implement Overhaul Contact Group Functionality

Audience: Users

Contact Groups have been redesigned to better reflect how contacts are managed. The clone option has been removed from both the CSV upload flow and the API import path, as contacts within a group are always treated as unique records.

Benefits:

Eliminates duplicate contact entries that could previously be introduced through cloning, keeping your contact groups clean and ensuring agents are not calling the same contact multiple times from a single group

✅
No action required — the clone option will no longer appear during CSV upload or when importing contacts via the API. Existing contact groups are unaffected.

🔗 Integrations

✨ New Features & Improvements

1. 📞 Multiple-DID Assigned to User Handling in Standard Integration (IAS)

Audience: Agents

IAS app integrations now support multiple DID numbers per configuration, instead of being locked to a single default DID. DID selection is driven by integration app context, and agents get a caller ID selector right in the panel to switch their active outbound number at any time — no reload, no navigating away.

Benefits: Correct caller identity, agent flexibility, smart existing default mechanism & consistent experience.

How to use:
No additional configuration required. Log in to CRM → Integration App → Numpad, click the DID assigned — a popup to select the preferred DID appears and you can perform the call.

2. 🔧 Enhancements in HubSpot Integration — Custom Phone Fields

Audience: Agents

Contact lookup during an interaction now searches custom/non-standard phone fields in HubSpot (e.g. alternate phone, mobile number, other custom phone properties) — not just the default phone field. When a match is found via a custom field, the interaction log is now correctly associated to that contact's ID, fixing the orphaned/duplicated log entries issue.

Benefits: No more mismatch, accurate logging and better data integrity with elimination of orphaned logs.

✅
No additional configuration required — log in to CRM → Integration App and perform the call.

3. 🔐 Azure SSO for Dialer — Extended CRM Support

Audience: Agents

Azure AD SSO login for Dialer integrations now extends beyond Salesforce (already live) to cover Freshdesk, Freshsales, LeadSquared, and MD365.

Benefits: Unified login, simplified access management with consistent experience.

How to use:
Ensure Azure AD SSO is configured for your organization/tenant (admin setup) → Integrate with dialer services → Log in to the integration app using the same credentials.

🛠️ Bug Fixes

#	Issue	Resolution
1	Revoked Integration Status	Fixed a critical bug where disabling a CRM integration for one user unintentionally disabled it for all users. Token deletion is now correctly scoped to only the initiating user
2	Zoho SDK Loading Issue	Fixed intermittent Zoho SDK initialization failures caused by a timing/load-order issue. Script loading sequence restructured and detailed logging added across the initialization flow

🌐 API & Webhook

✨ New Features & Improvements

1. ✅ WhatsApp Consent Request API for Customer Communication Approval

Audience: Admin / Supervisor / Developer

A new WhatsApp Consent Request API has been introduced to enable businesses to send template-based consent request messages to customers over WhatsApp before initiating communication workflows. The API supports approved WhatsApp templates with dynamic wildcard parameters, recipient phone number targeting, user/channel identification, and message traceability through unique message/reference IDs.

Benefits:

Enables businesses to obtain customer consent before initiating communication
Supports personalized consent requests using dynamic template parameters
Simplifies integration with existing workflows through a single API
Improves compliance with customer communication policies and consent requirements
Provides message traceability using unique message/reference IDs for monitoring and auditing

How to use:

Invoke the POST /v1/whatsapp/consent API endpoint with the required parameters:

{
  "channel_id": 93,
  "user_id": 45XX11,
  "recipient": {
    "type": "phone_number",
    "phone_number": "+91704XXXXX66"
  },
  "type": "template",
  "template": {
    "id": 34XXX2,
    "wildcards": ["testing"]
  }
}

Use the returned message/reference ID to track the consent request in your application.

2. 🔔 WhatsApp Consent Response Webhook for Real-Time Customer Action Events

Audience: Admin / Supervisor / Developer

A new WhatsApp Consent Response Webhook notifies customer systems whenever an end user responds to a WhatsApp consent request. The webhook delivers real-time updates for customer actions such as Accept or Reject, along with channel and user details, recipient information, consent status, response source, timestamps, and message/trace identifiers.

Benefits:

Receives real-time updates when customers respond to WhatsApp consent requests
Enables automated workflow execution based on customer consent decisions
Improves visibility into consent lifecycle and customer interactions
Supports auditing and compliance with complete response metadata and traceability
Eliminates the need for polling by pushing consent response events directly to the configured webhook endpoint

How to use:

Configure your webhook callback URL in the platform
Send a WhatsApp consent request using the WhatsApp Consent Request API
When the recipient Accepts or Rejects the consent request, the platform automatically triggers the webhook
Process the webhook payload to retrieve channel/user details, recipient information, consent response status, response source, timestamp, and message/trace identifiers

3. 🪵 CDP Custom Webhook Logging for Enhanced Troubleshooting

Audience: Admin / Supervisor / Developer

Backend logging has been introduced for Custom Webhooks routed through the CDP. This enhancement captures webhook processing details for CDP-based workflows, improving observability and enabling efficient troubleshooting.

Benefits:

Improves troubleshooting for CDP-based webhook integrations
Provides enhanced visibility into webhook processing within the platform
Helps reduce resolution time by capturing webhook execution details
Supports faster diagnosis of issues specific to CDP-driven workflows

✅
No customer configuration required — logging is automatically enabled for Custom Webhooks routed through the CDP.

4. 📥 Enhanced API Log Export with Email Delivery for Large Reports

Audience: Admin / Supervisor / Developer

A new Download option in the API Logs module allows users to export API logs in CSV format. For datasets within the supported download limit, the report is downloaded directly from the UI. When the selected dataset exceeds the configured limit, the report is generated asynchronously and delivered to the registered email address of the logged-in user.

Benefits:

Export API logs for analysis, auditing, and troubleshooting
Download smaller datasets instantly from the UI
Export large datasets without browser timeouts or performance issues
Automatically receive large reports via the registered email address

How to use:

Navigate to API Logs and apply the required filters
Click the Download button
If within the supported limit — CSV downloads immediately
If the record count exceeds the limit — report is generated in the background and sent to the registered email address of the logged-in user

5. 🖥️ Enhanced Webhook Logs Experience with UI and Export Improvements

Audience: Admin / Supervisor / Developer

The Webhook Logs page has been enhanced with multiple usability, UI consistency, and export improvements — including support for opening webhook log entries in a new browser tab, clearer column labels, consistent response time display, standardized UI styling, an optimized response view, and fixes to ensure exported data accurately matches the UI.

Benefits:

Open webhook log entries in a new browser tab without errors
Improved readability with clearer column labels and consistent response time units
Enhanced user experience through standardized fonts and an optimized response view
Accurate and reliable webhook log exports that match the data displayed in the UI

How to use:

Navigate to the Webhook Logs page
Open individual webhook log entries in the current tab or a new browser tab as needed
Review response details with updated labels and consistent response time formatting
Export webhook logs using the existing download option — the downloaded report will accurately reflect the data displayed on the page

6. 🔑 Improved API Tokens Management Experience

Audience: Admin / Supervisor / Developer

The API Tokens page has been modernized with a new React-based interface, delivering a more responsive, intuitive, and consistent user experience. The updated page retains all existing capabilities — creating, viewing, and revoking API tokens — while improving usability and overall performance.

Benefits:

Faster and more responsive API token management
Improved user experience with a modern and consistent interface
Seamless creation, viewing, and revocation of API tokens
Better accessibility and enhanced user feedback during operations

How to use:
Navigate to the API Tokens page to view, create, or revoke tokens using the enhanced interface — no changes to the existing workflow.

7. 🔀 SIP Trunking Support for API Dialplan and Call Operations

Audience: Admin / Supervisor / Developer

SIP Trunking support has been introduced in API Dialplan and Call Operation APIs, enabling calls to be routed through configured SIP trunks. This allows seamless integration with external PBX and telephony systems while providing greater flexibility in call routing.

Benefits:

Route calls through configured SIP trunks using API Dialplans
Integrate seamlessly with external PBX and third-party telephony systems
Gain greater flexibility and control over call routing
Support advanced enterprise telephony use cases
Preserve existing integrations through backward-compatible implementation

How to use:

Configure the required SIP Trunk or Voice Streaming destination in the platform
Create or update your API Dialplan and specify the appropriate transfer object

SIP Trunk Routing:

[
  {
    "transfer": {
      "type": "sip_trunk",
      "data": ["22XXX0"]
    }
  }
]

Voice Streaming:

[
  {
    "transfer": {
      "type": "voice_streaming",
      "data": ["22XXX0"]
    }
  }
]

The platform routes the call using the specified transfer type while maintaining compatibility with existing call flows

🛠️ Bug Fixes

#	Issue	Resolution
1	Inconsistent `digits_dialed` Parameter Format in Webhook/API Payload	Standardized the parameter to consistently return a string value, ensuring backward compatibility
2	Webhook Status Mismatch for Click-to-Call Support Calls	Webhook events now correctly report the call status as `answered` instead of `missed` when the customer answered the first leg but the second leg did not connect
3	Incorrect Customer Number in Department Webhook for Click-to-Call Transfers	The webhook now correctly returns the actual customer number instead of a department identifier in the `customerNo` field

🎙️ Voice Streaming & SIP Trunking

✨ New Features & Improvements

1. 🎙️ Call Recording Processing Logs for Customers

Audience: Admin / Supervisor

Recording Processing Logs give direct visibility into what happens to each call recording after a call ends. Previously available only to the Acefone team, this view is now accessible within your own account through a User Role permission. You can look up any recording by its Call ID and see exactly how it was processed — including whether it completed successfully or ran into an issue — without needing to raise a support request.

Benefits:

Self-Serve Visibility: Check the processing outcome of any recording yourself, directly from your account
Faster Issue Diagnosis: See the current processing step, status, and error reason at a glance
Controlled Access: Availability is governed by a dedicated User Role permission, so your Admin decides who can view these logs

How to use:

(Account Admin, one-time) Grant the Call Recording Processing Log permission to the required User Role under Settings → User Roles → General Permission
Go to Reports → Logs → Recording Processing Logs
Enter the Call ID of the recording you want to check and click Search
Review the result — Current Processing Step, Timestamp, Status, and Error (if any)
Use Reset to check another Call ID

2. 🌐 SIP Trunking — General Availability

Audience: Admin / Supervisor / Developer

SIP Trunking is now generally available across all telephony servers on both platforms. You can connect your own SIP infrastructure to Acefone for inbound call delivery and outbound PSTN termination, and manage your trunks self-serve from the Channels Hub. SIP Trunking now runs on every telephony server, working alongside your other products — HPBX, Dialer, and VOICE Streaming — on the same account, with no dedicated-server restriction. Both UDP/TCP and encrypted TLS transport are supported, and there is no longer any channel cap on concurrent calls.

Benefits:

Self-Serve Visibility: Check the processing outcome of any recording yourself, directly from your account
Faster Issue Diagnosis: See the current processing step, status, and error reason at a glance
Controlled Access: Availability is governed by a dedicated User Role permission, so your Admin decides who can view these logs

How to use:

Go to Settings → Channels → SIP Trunking and click Add SIP Trunk
Enter a Name and your Origination URI (your SIP destination where Acefone forwards inbound calls), then select the Transport Method — UDP/TCP or TLS
Copy the Termination URI shown for your transport (UDP/TCP uses port 49868, TLS uses port 49869) and configure it on your SIP server as the endpoint for outbound calls to Acefone
Optionally set a Transfer Code to transfer live calls to the trunk's Origination URI
Share your Public IP/CIDR with your Acefone account team for firewall whitelisting and DID-to-trunk mapping. Number assignment is currently completed by the Acefone team; self-serve assignment is coming in an upcoming release

3. 📊 Call Recording Transfer Status

Audience: Admin / Supervisor

A daily report that shows, for a selected date, how many call recordings were delivered to your own storage and how many failed. It is available to accounts that archive call recordings to their own AWS S3 or SFTP storage, giving you a clear day-by-day view of recording delivery without having to check your storage manually or raise a support request.

Benefits:

Delivery Visibility: See how many recordings were successfully delivered to your storage on any given day
Early Issue Detection: Quickly spot days with failed transfers so you can address storage or connectivity issues before they accumulate
Less Support Dependency: Self-monitor delivery health directly from the portal instead of raising a ticket to confirm it
Accurate Delivery Outcome: Counts reflect the final result of each day's transfers, including recordings that succeed on a later automatic retry

How to use:

Log in to the portal and open Reports → General
Open the Call Recording Transfer Status report
In Select Date, choose a date within the last 14 days from today
Click Search to view that day's Total Call Recordings, Successful, and Failed counts

4. 🔁 Extended Retry for Recording Transfers

Audience: Admin / Supervisor

For accounts that archive call recordings to their own AWS S3 or SFTP storage, the system now automatically retries a failed recording transfer over an extended window — across 24, 48, and 72 hours — instead of stopping after the first day. This gives temporary network or storage issues more time to clear, so more recordings are delivered successfully without any manual effort.

Benefits:

Higher Delivery Success: More recordings reach your storage automatically, even when the first attempts fail
Resilient to Temporary Issues: Short-lived network or storage outages no longer mean a lost transfer — the system keeps trying for up to 72 hours
Fully Automatic: Retries happen on their own, with no setup or action required
Clear Outcome Tracking: Pairs with the Call Recording Transfer Status report, so a transfer that succeeds on a later retry is reflected in that day's delivery counts

How to use:

No action is required — the extended retry works automatically for all recording transfers to your own storage
To monitor delivery outcomes, open Reports → General and view the Call Recording Transfer Status report; recordings that succeed on a later retry are reflected in that day's Successful count

📋 Contacts & Campaigns

✨ New Features & Improvements

1. 🗑️ Delete Associated Leads in Chunks When Lead List Is Deleted

Audience: Backend Operations

When a lead list is deleted, associated leads are now removed in optimized chunks instead of in a single bulk operation.

Benefit	Action Required
Prevents database/system slowdowns and timeouts during large-scale deletions, ensuring smoother and more reliable list management	✅ None — this is a backend enhancement; deletion behavior updates automatically

2. ⚡ Optimize Leads Fetching Logic from Redis at Campaign Manager Service

Audience: Backend Operations

Leads-fetching logic from Redis within the campaign manager service has been optimized for faster retrieval.

Benefit	Action Required
Reduces latency in campaign execution, resulting in quicker lead delivery to agents and improved overall dialing efficiency	✅ None — performance improvement is automatic and applies to all active campaigns

3. 🔐 Add Old Broadcast Permission Validation in Create and Edit Broadcast APIs

Audience: Admin

Permission validation has been added for legacy (old) broadcasts within both the Create and Edit Broadcast APIs.

Benefit	Action Required
Strengthens access control by ensuring only authorized users can create or modify legacy broadcasts	✅ None — existing permission rules now apply automatically to old broadcast workflows

4. 🚀 Add Kafka in Lead Upload

Audience: Backend Operations

Lead upload processing now runs through Kafka instead of the previous method.

Benefit	Action Required
Improves reliability and scalability of lead uploads, reducing chances of data loss or duplication during high-volume uploads	✅ None — lead uploads will automatically be processed through the new Kafka-based pipeline

5. 🔄 Implement Overhauled Contact Group Functionality

Audience: Admins

Contact Group functionality has been rebuilt with improved logic and structure. Clone functionality will not be supported.

Benefit	How to Use
Delivers a more robust, intuitive, and reliable way to manage contact groups, improving day-to-day campaign setup	Access the revamped Contact Group functionality from the same existing menu — no new configuration required

🛠️ Bug Fixes

#	Issue	Resolution
1	Broadcast WhatsApp Edit page was not opening	Fixed the page load issue, allowing users to access and edit WhatsApp broadcasts as expected
2	Survey campaign dropdown was not functioning correctly	Resolved the dropdown issue to ensure proper selection within survey campaigns
3	WhatsApp Blast Campaign messages were not initiating to the target audience	Fixed the underlying issue so blast campaign messages are now delivered to the intended audience
4	Lead upload/processing issue identified under reference DBCH \|\| 129582 \|\| 9873393249682 \|\| Catechu Health Care Private Limited	Investigated and resolved the reported data issue for the affected account
5	Lead list export column mapping was not remaining consistent with the mapping defined during lead list creation	Corrected the export logic so column mapping now stays consistent with the original creation-time mapping

Changelog