👉 Interactions Hub 📨

1. Cache Clearing 🧹 on Contact Update / Delete

For: Admin / Supervisor

1.1) What's new?

Cache is now automatically cleared whenever a contact is updated or deleted in Interactions Hub.

1.2) What are the benefits?

Ensures agents always see the most up-to-date contact information without needing to manually refresh, reducing errors caused by stale data.

1.3) How to use?

No action required. The cache clears automatically in the background when a contact record is modified or removed.

2. Bluetooth Device Support on Android and iOS 🖁

For: Users

2.1) What's new?

Bluetooth headsets and audio devices are now supported on AceConnect mobile app for both Android and iOS.

2.2) What are the benefits?

Agents can take calls hands-free using their preferred Bluetooth devices, improving comfort and productivity during long shifts.

2.3) How to use?

Pair your Bluetooth device with your mobile phone. When on a call in AceConnect, select the Bluetooth option from the audio output settings.

3. CDR API Integration in Acefone Webphone

For: Admin / Supervisor

3.1) What's new?

The CDR (Call Detail Records) API has been integrated into Acefone Webphone to enable persistent call logs.

3.2) What are the benefits?

Call history is now reliably stored and accessible even after sessions end, giving agents and admins a complete view of call activity over time.

3.3) How to use?

Call logs are available automatically in the Webphone interface. No additional setup required.

4. Contact 🤼 Name Display Alongside Number in Webphone

For: Users / Admin

4.1) What's new?

Contact names now appear alongside phone numbers in the Acefone Webphone.

4.2) What are the benefits?

Agents can instantly recognize who is calling or being called without having to look up numbers manually, speeding up call handling.

4.3) How to use?

Ensure contacts are saved in the system. Names will appear automatically next to numbers during calls and in call logs.

5. Caller ID Sending for External DID Call Transfers via DTMF

For: Admin

5.1) What's new?

Caller ID is now correctly sent when transferring calls to external DID numbers via DTMF.

5.2) What are the benefits?

External recipients can identify the caller accurately, improving trust and call handling on the receiving end.

5.3) How to use?

No configuration change needed. Caller ID is automatically included during DTMF-based external DID transfers.

6. Caller ID Corrected for Voice Bot 🤖 to Human Transfer

For: Admin / Supervisor

6.1) What's new?

When a call is transferred from a voice bot to a human agent, the caller ID now correctly shows the actual customer number instead of the bot number.

6.2) What are the benefits?

Agents receive accurate caller information from the moment a transferred call connects, reducing confusion and improving the customer experience.

6.3) How to use?

No action required. The fix applies automatically to all voice bot to agent call transfers.

7. Automatic Webphone Registration and Re-registration 📖

For: Users

7.1) What's new?

Webphone registration and re-registration are now handled automatically and seamlessly in the background.

7.2) What are the benefits?

Agents no longer experience dropped availability due to registration failures. The webphone stays reliably connected without requiring manual intervention.

7.3) How to use?

No action required. Registration is managed automatically by the system.

👉 Insights 🚀

1. Labels in Video Log 🪵

For: Users / Admin / Supervisor

1.1) What's new?

You can now add labels to video logs to indicate the outcome of a conversation. Multiple labels can be added, and existing ones can be edited anytime.

1.2) What are the benefits?

Makes it easy to categorize and review video conversations at a glance without opening each record.

1.3) How to use?

Go to the Video Log and use the Labels option to add or edit labels on any conversation.

2. Customer Name Visibility👀 in Call Log 🪵

For: Users / Admin / Supervisor

2.1) What's new?

Saved customer names now appear when you hover over a record on the Call Log page.

2.2) What are the benefits?

Quickly identify callers without having to open each record individually, saving time during reviews.

2.3) How to use?

Open the Call Log page and hover over a record to see the saved customer name.

3. Block / Unblock Number Status in Call Log 🪵

For: Users / Admin / Supervisor

3.1) What's new?

When you block or unblock a number, a status change message now appears in the Actions section on the Call Log page.

3.2) What are the benefits?

Gives you instant confirmation that the action was completed, so there's no second-guessing.

3.3) How to use?

Block or unblock a number from the Call Log page and check the Actions section for the status update.

4. PCA Configuration Console

For: Users / Admin / Supervisor

4.1) What's new?

A full configuration console for Post-Call Analytics (Xtract) is now available, letting users customize prompts and responses to suit their needs.

4.2) What are the benefits?

Gives end users full control over how post-call analytics are set up, without needing technical support.

4.3) How to use?

Access the PCA Config console and adjust the prompts and response settings as needed.

🤫
Bug Fixes

Dialer Webform Report – Lead Search Not Returning Records
Fixed the issue where searching by lead number in the Dialer Webform Report was not returning results for specific leads. Lead number search now returns accurate and complete records.

In-Call Duration Mismatch – Dialer Agent Performance Report vs Agent Panel Fixed the issue where the total in-call duration was showing different values in the Dialer Agent Performance Report and the Agent Panel. Both now display consistent and accurate duration data.

Column Header Mismatch – Agent Performance Achieved Report Fixed the issue where column headers were not aligned with the correct data fields in the Agent Performance Achieved Report. Headers and data now match accurately across the report.

👉 Dialer 📞

1. Dialer Socket and Flag 🏴󠁵󠁳󠁦󠁬󠁿 Optimization

For: Admin / Supervisor

1.1) What's new?

The third phase of Dialer Socket and Flag optimization has been implemented, further improving the stability and performance of the dialer infrastructure.

1.2) What are the benefits?

Reduces latency and connection issues during high-volume outbound campaigns, resulting in a smoother agent experience and fewer dropped or failed calls.

1.3) How to use?

No action required. Improvements apply automatically to all dialer operations.

2. Combined Recording for Voice Bot 🤖 Transferred Calls

For: Admin / Supervisor

2.1) What's new?

When a call is transferred from a voice bot to a live agent, both the bot interaction and the agent conversation are now merged into a single, combined recording.

2.2) What are the benefits?

Supervisors and QA teams get the full picture of every customer interaction in one recording, eliminating the need to stitch together separate audio files.

2.3) How to use?

Recordings are available in the Call Log. Transferred calls will automatically show the combined recording.

3. Send Caller ID via DTMF and SIP Header 📡

For: Admin

3.1) What's new?

Caller ID can now be transmitted both via DTMF and SIP Header during outbound calls.

3.2) What are the benefits?

Provides greater compatibility with a wider range of telephony systems and ensures accurate caller identification at the receiving end.

3.3) How to use?

Configure the preferred Caller ID transmission method from the dialer settings.

4. Call Indication on Hover in Call Logs 🪵

For: Users / Admin / Supervisor

4.1) What's new?

Hovering over a record in the Call Log now displays a visual call type indicator.

4.2) What are the benefits?

Agents and supervisors can quickly distinguish between inbound, outbound, missed, or transferred calls without opening each record.

4.3) How to use?

Open the Call Log and hover your cursor over any record to see the call type indicator.

5. 🥇First Call Resolution Parameter in Disposition Updated Webhook

For: Admin / Developer

5.1) What's new?

A First Call Resolution (FCR) parameter has been added to the Disposition Updated Webhook payload.

5.2) What are the benefits?

Integrations and CRM systems can now automatically capture whether a customer's issue was resolved on the first call.

5.3) How to use?

Update your webhook listener to handle the new first_call_resolution field in the Disposition Updated Webhook payload.

6. Webhook Changes for Key 🗝️ Outside Object in Disposition Webhook

For: Admin / Developer

6.1) What's new?

The disposition webhook structure has been updated to include certain keys at the top level for easier accessibility.

6.2) What are the benefits?

Simplifies data extraction for integrations that consume disposition webhooks.

6.3) How to use?

Review your existing webhook integration to account for the updated payload structure.

👉 Console 🖥️

1. Password Reset Redirection Fix 🛠️

For: Users / Admin

1.1) What's new?

When an Admin resets a user's password and the password has expired, users are now correctly redirected to the New Password / Confirm Password page instead of being shown the "Password Expired" message repeatedly.

1.2) What are the benefits?

Eliminates a frustrating loop that prevented users from completing password resets.

1.3) How to use?

No action required. Users will now be automatically redirected to set a new password.

2. Dynamic Country Prefix Selection

For: Admin

2.1) What's new?

The Add/Edit Account form now dynamically loads the correct country dial prefix based on the selected country, replacing the previously hardcoded +91 prefix.

2.2) What are the benefits?

Admins managing UK and international accounts no longer need to manually correct the country prefix.

2.3) How to use?

When adding or editing an account, select the appropriate country and the correct dial prefix will populate automatically.

3. Incorrect Branding Fix on Payment Link 🔗

For: Admin

3.1) What's new?

The branding displayed on payment links for Acefone India accounts has been corrected. The Infocomm portal was incorrectly showing Servetel branding details.

3.2) What are the benefits?

Customers receive payment links with the correct brand identity.

3.3) How to use?

No action required. Payment links will now automatically display the correct branding.

4. 🌍World Time Zone Support

For: Admin

4.1) What's new?

Time zone selection has been added to the Edit Account page for Acefone UK accounts, supporting the full range of world time zones.

4,2) What are the benefits?

Admins can configure the correct time zone for each account, ensuring accurate scheduling and reporting.

4,3) How to use?

Go to Edit Account and select the appropriate time zone from the newly added Time Zone dropdown.

Coming Soon 🔜

Auto Recharge
Number Inventory Enhanced UI

👉 API and 🕸️Webhook🪝

1. Conversation Context API – Transcription & Summary Support for Voice Bot to Agent Handover

For: Admin / Supervisor

1.1) What's new?

Introduced the Conversation Context API, which allows AI voice bot platforms to send conversation transcripts and summaries before transferring a call to a live agent. This context is mapped to the Call ID and displayed to the agent at the time of call connection.

1.2) What are the benefits?

Provides agents with complete visibility into prior customer interactions, reduces repetition for customers during call transfers, and improves agent efficiency and resolution times.

1.3) How to use?

Integrate the Conversation Context API with the AI voice bot platform. Send the conversation transcript and summary along with the Call ID before the call transfer.

🫣
Bug Fixes

CBI-4291 – Incorrect Agent Details in Webhook Response
Webhook was returning the customer number or department code instead of the agent who answered the call. Webhook now returns the correct Agent Extension ID / Agent Number for accurate tracking.

CBI-4350 – Click-to-Call Webhook Data Accuracy (Simultaneous Ringing)
Resolved incorrect customer number and incomplete agent details in outbound webhooks. Webhook now captures accurate customer and agent information.

CBI-4165 – Customer Ring Time Consistency
Standardized customer_ring_time to return ring duration in seconds across all softphones.

CBI-4230 – Reference ID Handling for Disconnected Calls
Enhanced platform logic to ensure the Reference ID is included in the webhook even if the customer call disconnects before the BOT call connects.

CBI-4211 – Call Data Retrieval for Non-Registered Customers
Improved logic to allow retrieval of call details even when one party is a non-registered customer number.

👉 Voice Streaming 🎙️

1. Custom Parameters and ref_id Support in Dynamic WebSocket for VOICE Streaming

For: Admin / Developer

1.1) What's new?

Support for custom parameters and ref_id has been introduced in the Dynamic WebSocket Endpoint Type of VOICE Streaming.

1.2) What are the benefits?

Enables context-aware routing, improved request correlation, higher flexibility for AI vendors, and better traceability across the full call journey.

1.3) How to use?

Include the custom parameters and/or ref_id in the REST API request used to fetch the dynamic WSS URL.

2. Enhance Trunk Addition & Operation in Manage Gateways ⛩️

For: Admin / Operations

2.1) What's new?

Trunk provisioning and management capabilities are being restored on the Acefone UK New Platform to achieve feature parity with the Old Platform.

2.2) What are the benefits?

Platform parity, operational agility with independent routing priorities and vendor failover paths, and improved call quality and reliability.

2.3) How to use?

Go to Manage Gateways on the Acefone UK New Platform to add and configure trunks.

April 2026

🫡Acefone April 2026 Product Release Notes

👉 Interactions Hub 📨

1. Cache Clearing 🧹 on Contact Update / Delete

2. Bluetooth Device Support on Android and iOS 🖁

3. CDR API Integration in Acefone Webphone

4. Contact 🤼 Name Display Alongside Number in Webphone

5. Caller ID Sending for External DID Call Transfers via DTMF

6. Caller ID Corrected for Voice Bot 🤖 to Human Transfer

7. Automatic Webphone Registration and Re-registration 📖

👉 Insights 🚀

1. Labels in Video Log 🪵

2. Customer Name Visibility👀 in Call Log 🪵

3. Block / Unblock Number Status in Call Log 🪵

4. PCA Configuration Console

Bug Fixes

👉 Dialer 📞

1. Dialer Socket and Flag 🏴󠁵󠁳󠁦󠁬󠁿 Optimization

2. Combined Recording for Voice Bot 🤖 Transferred Calls

3. Send Caller ID via DTMF and SIP Header 📡

4. Call Indication on Hover in Call Logs 🪵

5. 🥇First Call Resolution Parameter in Disposition Updated Webhook

6. Webhook Changes for Key 🗝️ Outside Object in Disposition Webhook

👉 Console 🖥️

1. Password Reset Redirection Fix 🛠️

2. Dynamic Country Prefix Selection

3. Incorrect Branding Fix on Payment Link 🔗

4. 🌍World Time Zone Support

👉 API and 🕸️Webhook🪝

1. Conversation Context API – Transcription & Summary Support for Voice Bot to Agent Handover

👉 Voice Streaming 🎙️

1. Custom Parameters and ref_id Support in Dynamic WebSocket for VOICE Streaming

2. Enhance Trunk Addition & Operation in Manage Gateways ⛩️