Acefone

We are excited to share the April 2025 Release Updates for Acefone India. This release focuses on elevating user experience, optimizing performance analytics, expanding integration capabilities, and delivering improved agent workflows.

Please find the release notes attached for full details. Below is a concise summary of the key enhancements, each tailored to drive greater operational efficiency and platform value:

🔹 User Experience Enhancements

Full-Screen Interaction View ⭐ Major Update ⭐
Interaction is now available in full screen view to all users. Take your customer experience to next level by using the same screen for Voice Calls (Phone & Browser), WhatsApp Call (Incoming), WhatsApp Messages, Video & SMS. Interaction pane is now deprecated & full screen will be opened by default on clicking the Interaction icon.
Supervisor-Based Manual Interaction Assignment ⭐ New Feature ⭐
Brands can now leverage by adding their supervisor on Interaction for him to assign the Interaction to his team for faster assignment. All new Interaction (Queue) will be available to the supervisor, and a list of available team members will be shown to allow manual assignment.
Inbound/Outbound Interaction Restriction
We have added flexibility for Account Owner/Supervisor to decide if a user can

Only start a new Interaction, or
Only work on incoming (queue) Interaction, or
Do both (Outbound & Inbound)

This flexibility is targeted for use cases like

A Relation Manager/Agent is assigned by a supervisor
Users should be allowed to Interact with existing contact
Click-to-Interaction in Contacts (Browser Only)
You can now directly start a Interaction by click on ‘CTI button' against the contact. This will work even in case number masking is enabled and you will not have to enter the customer/lead’s number in Interaction.
New Active & Post-Call Screens in AceConnect
Redesigned UI offers new Active Call and Post Call screens in AceConnect for easier access to quick functions like disposition, hangup, call back. More quick actions will be available in coming releases.
Call Disposition & Notes Addition
Agents can now quickly add notes and outcomes across call stages (active, post-call, and logs), ensuring accurate records.
1:1 Internal Calls in AceConnect App
Facilitates seamless internal collaboration with direct agent-to-agent voice communication within the app.

🔹 Platform Enhancements & APIs

WhatsApp Calls in Insights CPD
View and analyze WhatsApp voice call data alongside other channels for complete visibility.
Barged Recording Enabled by Default
Automatically includes barged calls in call recordings to meet compliance and quality assurance needs.
Auto DID Rotation (Click-to-Call APIs)
Randomizes outbound caller IDs to avoid call blocking and improve call connectivity rates.
Webhook UI Revamp (Phase 2)
Introduces a redesigned interface for managing webhooks—supporting multiple DIDs, direction-based triggers, and improved layout usability.

🔹 Insights & Reporting Improvements

Campaign-Level Agent Performance Report
Filter agent performance reports by campaign to enable focused coaching and KPI monitoring. Gain deeper visibility into agent effectiveness with the newly introduced campaign filter in the Agent Performance Report. Monitor and evaluate agent performance campaign-wise, enabling more focused coaching, tracking, and decision-making across specific campaigns.
Enhanced Idle Time Accuracy
Refined calculation logic gives supervisors a sharper view of agent availability and efficiency. We’ve fine-tuned how idle time is calculated in the Dialer Agent Performance Report, delivering sharper insights into agent availability and productivity. With this update, you'll now get a more precise view of agent downtime, helping supervisors better identify bottlenecks, optimize staffing, and improve overall team efficiency.
Call Flow Insights on Call Details Page
Track every touchpoint in a call’s journey—from initiation to resolution—using a clear visual call flow layout. Unlock deeper visibility with the new Call Flow view on the Insights Call Details page. Track every step of a call, from initiation to transfers and final resolution in a clear, structured format. This feature empowers users to analyze call handling patterns, identify inefficiencies, and enhance the overall caller experience with ease.
Bulk Recording Filename Update
Secure file naming structure prevents mix-ups during multi-client downloads.

🔹 Dialer Enhancements

SSO with Azure AD for Agent Panel
Supports enterprise-grade authentication, allowing agents to log in using their Microsoft credentials.
RBT Playback on External Transfer
Plays a ringback tone during external call transfers, enhancing user experience and reducing confusion.
Detailed Break Time Insights
Agents can now view a breakdown of their break durations directly on the panel, promoting self-awareness and accountability.
Generic Holiday Calendar for Callbacks
Prevents scheduling callbacks on non-working days by integrating a holiday calendar into the callback scheduler.
Separated Ringing & On-Call States in Reports
Offers clearer visibility of agent status in real-time reporting, improving workforce management accuracy.
Dial Retry Refresh Logic for Leads
Applies configurable retry intervals to leads based on dial outcomes (e.g., busy, no answer), creating a smarter redialing strategy.

🔹 Console Feature

Bulk Caller ID Upload.
The new feature provides a simple and efficient way to append Caller IDs in bulk. Just upload a CSV file for existing users, and the system will automatically update the records. If any entries fail, you’ll receive an email with a detailed report specifying the reason for each failure, making it easy to troubleshoot and correct.

🔹 Campaigns & Contacts

Broadcast UI Optimization
Enhanced usability with direct access to broadcast modal and display of schedule times in the main view for quicker planning.

🔹 Integrations

Zoho SDK Implementation
Enables click-to-dial directly from Zoho CRM, boosting agent productivity through seamless cross-platform calling.
Leadsquared Disposition Sync
Allows mapping of disposition/sub-disposition fields to Leadsquared UTC fields for richer post-call reporting.
Salesforce IAS Transfer & Conference Features
Adds blind transfer and barge-in conference capabilities for improved call handling within Salesforce.

🔹 Bug Fixes & Stability Enhancements

Scheduled Calls Deletion Permissions
Owners and Admins can now delete scheduled calls, enhancing data management flexibility.
API Dialplan in IVR Setup
Resolved to ensure full compatibility for API-driven dialplans within IVRs.
Source Column on Active Calls
Corrected mapping ensures source details are now properly displayed.
CSAT Report Call ID Fix
Fixed call ID mismatches to ensure accurate correlation between portal and download reports.
CDR Archive Download Issue Resolved
Users can now seamlessly download archived CDR reports.
"No Next Lead Found" Toaster Restored
Provides agents immediate feedback when no leads are available to dial.
WhatsApp Media Sending Fix
Ensures media in WhatsApp templates via dialer is sent correctly, resolving prior issues.
Caller ID Save Issue (2,500+ Records)
Resolved a saving issue for users with extensive Caller ID lists.