August 2025

📌 At a Glance

This month’s releases focus on customer experience upgrades, integration enhancements, and platform stability.
Key highlights:

WhatsApp Outbound Calling via Interactive Messages now live.
General Availability of Two-Way Audio Streaming (VOICE Streaming) with Call Transfer to Agent.
Multi-Agent Call Visibility and Billing Details in Insights for improved reporting.
Major CRM integration updates including LeadSquared, Salesforce, HubSpot, and Google Sheets.
Expanded API capabilities with enhanced Dial Plan Logs access and CDP List management options.

💬 Interactions Hub

✨ User Experience Upgrades

Transfer calls from Interactions Hub — Agents can now transfer calls directly within the hub.
WhatsApp Outbound Calling via Interactive Messages (New) — Outbound WhatsApp calls can now be initiated using interactive message templates.
Schedule Calls by Contact — Scheduled calls now display based on the selected contact.
Route Calls via User Profile (AceConnect) — Call routing now mirrors the selection made in the user profile.
Labels in Interactions Hub & AceConnect (New) — Agents can now tag and organize conversations more effectively.
Profile Selection in Interactions Hub (New) — Choose profiles directly within the hub for tailored interaction handling.
Interactive Messages Support (New) — Interactive message capabilities are now available within the hub.

🛠 Bug Fixes

DID Selection Fix (CBI-3290) — Resolved an issue where DID selection didn’t work for 160 & 140 number series within the same account.

📈 Enhancements

AceConnect App on Indus AppStore (New) — Now available for download via Indus AppStore.
International Number Format Support — Interactions Hub now supports international number formats.
Click-to-Interaction API — New API available for initiating interactions programmatically.
Improved Call Selection Pop-up (Changed) — Default behavior is now stored, and users can skip the pop-up if desired.

🖥️ Console

✨ Enhancements

Stripe Integration for Acefone UK (New) ONLY ACEFONE
Customers in the UK can now use Stripe as a payment method for transactions.
Platform Security Hardening (Fixed)
Patched vulnerabilities in jQuery to enhance platform security.
Add User Page UX Improvement (Added)
Resolved an issue caused by a high number of departments in certain customer accounts, ensuring smooth access to the Add User page.

🛠 Bug Fixes

Billing Cycle Update Option (Fixed) ONLY ACEFONE
Addressed an issue where updating the billing cycle between monthly and 30 days (and vice versa) was not available for certain accounts.

💡 Insights

🚀 Enhancements

Multi-Agent Call Visibility – Crystal Clear
- Instantly see which agents handled or transferred a call.
- Agent initials and +N badge give a complete view in one glance.
- Improves transparency and reliability for reporting and performance reviews.
Standardized Folder Naming for ZIP & CSV (SFTP Trigger)
- ZIP and CSV files now share the same naming convention.
- Reduces confusion in automated workflows and folder parsing.
- Makes SFTP-based reporting easier to manage.
Recent Downloads UI Revamp + Archive Feedback
- New Recent Downloads layout improves visibility and readability.
- Clear feedback messages during archive downloads reduce confusion.
- Overall download experience is now faster, cleaner, and easier to use.

🚀 Upgrades

Billing Details for Dialer & HPBX Calls – Instant Visibility ONLY ACEFONE
- Total duration and charge now displayed for both Dialer and HPBX calls.
- Eliminates the need for separate billing reports or backend lookups.
- Helps track call costs and usage with complete clarity.
Answering Machine Detection (AMD) Visibility ONLY ACEFONE
- Instantly view AMD results (human or machine) in the call detail page.
- Helps fine-tune campaign strategies and improve connect rates.
- Reduces guesswork in dialer performance analysis.
External Reference ID in Insights ONLY ACEFONE
- Easily track and reconcile calls across systems using your own reference ID.
- Speeds up integrations and reduces manual mapping work.
- Improves accuracy and reliability in reporting and automation.

🛠 Bug Fixes

Inconsistent Prefix in Domestic Calls – Now standardized to +91.
Data Mismatch in CSV Export – Fixed mismatch between CDR and Call Logs.
Dialer Agent Performance Report Update Issue – Resolved non-updates on certain days.
DTMF Inputs Capture Fix – DTMF inputs are now recorded for IVR-to-Dialer calls.

🔌 APIs & Webhook

🚀 Enhancements

Extending API Dial Plan Logs Access to All Customers
- Customers can now directly access their API Dial Plan Logs.
- Enables independent monitoring and faster issue resolution.
- Improves transparency and overall service efficiency.
Migration to API Connect
- API Dial Plan Logs, API Logs, Webhook Logs, and CDP List have been migrated to API Connect.
- Improves navigation and usability.
- Delivers a unified and consistent experience within the platform.

🆕 New Feature

CDP List Enhancement – Skip, Clone, and Overwrite Options
- New management tools for large or frequently updated CDP lists.
- Simplifies list handling and speeds up operational workflows.
- Reduces manual effort and increases flexibility for campaign management.

🔗 Integrations

🆕 New Features

LeadSquared Service Cloud Contact Center Integration
- New integration available for all platforms with all existing functionalities.
Opportunity Entity Addition in Salesforce HPBX
- Opportunity-level logging now supported in Salesforce HPBX integrations across all platforms.
HubSpot Chrome Extension for Mac ONLY ACEFONE
- Enables Mac users to integrate HubSpot with our platform for improved workflow.
Google Sheets Contact Center Integration
- Now available for Smartflo and Servetel Infocomm.

🚀 Enhancements

Freshdesk Contact Center Integration – Updated Call Log Fields (IDEA-276)
- Call log field set updated for improved data capture.
Multiple Lead Lists in Salesforce Contact Center
- Salesforce Contact Center integration now supports managing multiple lead lists.
Zendesk Contact Center Ticket Subject Preservation
- Existing ticket subjects will no longer be overwritten when logging calls.

🛠 Bug Fixes

Google Sheets Call Log Fields Fix
- Resolved missing call log field issues for Google Sheets integration.

📞 Contact Center Dialer

🚀 Enhancements

Incoming Calls on Manual Mode (Agent Panel)
- Agents in manual mode can now receive incoming and transferred calls.
- This is enabled when the campaign setting "Allow incoming/transfer calls" toggle is switched on.
- Expands flexibility for agents working in manual mode.
Customization of Inbound Queue
- Inbound queues can now be configured with:
  - Queue limit
  - Failover for queue limit
  - Queue welcome announcement
  - Queue periodic announcement
Dialer Incoming Call Pop-up
- Browser notifications for incoming calls are now supported on Chrome and Edge.

🛠 Bug Fixes

Queue Missed Incorrect Reason Keys
- Fixed incorrect reason keys displayed for missed queue calls.

📢 Campaigns

🆕 Feature Enhancements

Broadcast Creation API – New Parameters Added
- Added dial status and retry dial status parameters to the broadcast creation API.
- Improves tracking and reporting for broadcast call attempts and retries.

🔊 Voice

🆕 New Feature – Two-Way Audio Streaming (VOICE Streaming) – General Availability

We are announcing the General Availability (GA) of Two-Way Audio Streaming (VOICE Streaming) across Acefone India and Smartflo.
This upgrade makes our VOICE Bot integration framework over Websockets production-ready, enabling seamless integration of third-party Voice Bots for real-time conversational AI in both inbound and outbound workflows.

As part of the GA rollout, Phase 1 reliability and stability improvements have been completed after extensive load testing — ensuring higher resilience, lower latency, and improved scalability for production workloads.

📌 What’s New in GA

Call Transfer to Agent from VOICE Streaming
- Escalate calls from a Voice Bot session to a live agent using the Call Operations API.
- Supported even when the call is initiated using Click to Call Support API and bridged via VOICE Streaming.
Enhanced Reliability & Stability
- Infrastructure and streaming optimizations based on load testing findings.
- Increased robustness for real-time production use.