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December 2025

about 15 hours ago by sushant singh

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Acefone December 2025 Product Release Notes

We’re delighted to share the latest platform updates for December 2025.
This release brings smoother workflows, stronger performance, and richer visibility across every communication channel.

💬 Interactions Hub (UIX)

  1. Video Detail Records with Geo-Location on Interactions Hub

For: Users, Admins, Supervisors

What’s New?
Video-based interactions now generate detailed Video Detail Records (VDRs). When geo-location is enabled, location metadata is also captured with the video record.

What Are the Benefits?

  • Stronger auditability and compliance.
  • Better analytics for video interactions.
  • Easier troubleshooting with contextual location data.

How to Use?
Go to Interaction Logs → Video Records. If geo-location is enabled for your account, the location field will appear automatically in the VDR details.

2. SMS Send/Receive via SMS Connector on Interactions Hub

For: Users, Admins

What’s New?

  • Acefone IN users can now send SMS directly from Interactions Hub.
  • Acefone UK (new deployment) now supports send and receive SMS through the SMS Connector.

What Are the Benefits?

  • Strengthens omnichannel communication.
  • Enables seamless outbound and inbound SMS workflows within the Hub.
  • Unifies customer communication history across channels.

How to Use?
Open an interaction → choose SMS as the channel → create and send messages.
UK users can also receive SMS replies directly in the conversation thread.

3. Session Handling & Check Session UI Improvements for Interactions Hub

For: Users, Admins, Supervisors

What’s New?
Enhanced backend session stability and a cleaner, more informative Check Session UI.

What Are the Benefits?

  • Fewer session drops or errors.
  • Improved clarity on session status for agents and support teams.

How to Use?

  • Continue working as usual — the improvements are automatic.

  • The Check Session button now provides clearer indicators and retry options.

4. Auto Scroll to Latest Message on Interaction Open under Interactions Hub

For: Users

What’s New?
When an interaction is opened, the system automatically scrolls to the most recent message.

What Are the Benefits?

  • Saves time for agents.
  • Eliminates confusion when reopening long conversations.
  • Ensures the latest context is instantly visible.

How to Use?
Open any interaction → the view jumps directly to the newest message without manual scrolling.

5. Click-to-Interact API for CRM Integration of Interactions Hub

For: Admins, Supervisors, Developers

What’s New?
A new API that allows external CRMs to trigger an Interactions Hub session (voice/chat) directly from CRM records.

What Are the Benefits?

  • Smoother sales and support workflows.
  • Reduces tab switching for agents.
  • Enables tighter CRM → Interactions Hub coupling.

How to Use?
CRM developers must integrate the new Click-to-Interact API endpoint.
Once integrated, agents get a “Start Interaction” (or equivalent) button inside the CRM.

6. Removal of Unnecessary Other-Agents’ Call Pop-Ups on Interactions Hub

For: Users

What’s New?
Agents will no longer receive pop-up notifications for incoming calls meant for other agents.

What Are the Benefits?

  • Reduces distractions and confusion.
  • Cleaner and more focused Agent UI.

How to Use?
No action required — the behaviour is updated automatically.

7. Updated Time Zones in Settings on Interactions Hub

For: Users, Admins

What’s New?
Time zone options have been refreshed and corrected in the Settings page for better global support.

What Are the Benefits?

  • More accurate timestamps across interactions and logs.
  • Reduces reporting discrepancies.

How to Use?
Navigate to Settings → Time Zone and select the appropriate option from the updated list.

8. Multiple Contact Handling Improvement for Interactions Hub

For: Users, Admins

What’s New?
When a contact exists for a phone number, the system now overwrites the existing contact details instead of creating a duplicate.
Exception: If multiple contacts already exist for the same number, behaviour remains unchanged.

What Are the Benefits?

  • Cleaner and more accurate contact records.
  • Prevents unnecessary duplication of contacts.

How to Use?
No action required — the behaviour is updated automatically whenever a new Interaction is launched.

9. Device Management in User Preferences

For: Users

What’s New?
A new Device Management section where users can choose and configure input/output devices (microphones, speakers, headsets).

What Are the Benefits?

  • Better control over audio devices.
  • Reduces call issues caused by incorrect device selection.
  • Personalised device preferences for each user.

How to Use?
Go to User Preferences → Device Management.
Select and test the desired microphone and speaker devices over a call.

10. Removal of Listen/Whisper/Barge for WhatsApp Calls

For: Supervisors, Admins

What’s New?
The Listen/Whisper/Barge monitoring controls have been removed from the Active Call screen for WhatsApp calls.

What Are the Benefits?

  • Ensures compliance with WhatsApp’s communication guidelines.
  • Avoids unsupported behavior during call monitoring.

How to Use?
Monitoring tools remain available for normal calls.
Supervisors should use standard reporting and post-call reviews for WhatsApp Voice interactions.

📞 Contact Center Dialer

  1. Permission To Manually Add or Hide Lead Fields in Existing Lead List

For: ADMIN

What’s new?

The new capability lets admins manually add or hide lead fields in existing lead lists, so each campaign can show only the most relevant columns to agents. This improves list usability, reduces agent confusion, and keeps sensitive or unused fields out of view while still retaining them in the backend for reporting or integrations

What are the benefits?

  • You can now configure fields on an existing lead list instead of being locked into the original template.​
  • Admins can add new fields (e.g., “Loan Amount”, “Tag Number”), hide unused ones.
  • Field visibility changes apply immediately to agents using that list in dialer or manual calling flows.

How to use?

  • Login to the Admin Panel
  • Go Outbound Services--->Lead list
  • Select and Existing Lead list and Click on Select an action and Edit
  • Click on Add more to add New Fields and select the Hide check box to hide an existing Field.
image-20251208-063950.png
  1. Access to Lead Data after the Call Hangup

For: AGENT

What's New:

After a call ends, agents can now continue to view and update the lead’s data on the same screen, so they don’t lose context when wrapping up. This helps complete dispositions, notes, and follow‑ups more accurately, even if the customer has already disconnected

What are the benefits?

  •  Better data quality: Agents can finish updating fields and notes without rushing during live conversation, reducing missed or incorrect entries.​
  • Higher productivity: No need to reopen the lead from search or recent calls just to complete wrap‑up work.​
  • Stronger compliance and auditability: Dispositions, notes, and key fields are more consistently captured, improving reporting and QA

How to Use:

  • Login to Dialer Agent Panel
  • Once the call is hung up the agent can update the lead details
  • Once the entries are filled the agent can click on update lead fields and disposition window will pop up
  • Select the disposition and click on submit Permissions:
  • Admin can enable the Lead access toggle in the Dialer Campaign Settings.
  1. Show Source and Target Queues Name on Transferred Calls

For: AGENT

What's New?

When a call is transferred from one inbound queue to another, the agent panel now displays both the source and target queue names.

What are the benefits?

  • Enhanced context: Agents understand the full call journey, including where the call originated and where it was routed, allowing more informed interactions.
  • Improved call handling: Knowing both queues reduces confusion and helps agents tailor their approach based on the caller’s previous queue experience.
  • Better tracking and diagnosis: Supervisors and admins can more easily audit call flows and queue performance using queue information visible in the agent interface.

How to Use:

  • Login to Dialer Agent Panel
  • If the call is transferred to another queue, the agent panel automatically updates to show both the source (original) queue and the target (current) queue names.

4 Callback threshold Limit Enhancement and Wait Time Recording added in Inbound Queue

For: ADMIN

What's New?

  • The inbound queue now supports an enhanced callback threshold limit which has been reduced to minimum 15 seconds, allowing more granular control over how many callbacks can be scheduled or queued simultaneously for each inbound queue.
  • A new wait time recording prompt has been added that will notify the customer there expected wait time after which their call will be answered.

What are the benefits?

  • Granular control prevents callback overload by enforcing a tighter 15-second minimum interval between scheduling, ensuring queues don't flood with overlapping callbacks.​
  • Enhances customer experience by avoiding excessive wait stacking, leading to more predictable callback timing and higher satisfaction rates
  • Builds caller trust through transparency, as customers hear their estimated wait time upfront, reducing frustration and perceived hold duration.​
  • Lowers abandonment rates since informed callers are more patient, improving answer rates and overall queue performance metrics

How to Use:

  • In the Admin panel, navigate to the Inbound Queue settings.
  • Enable the Wait Time toggle for Wait Time Announcement Prompt
  • Enable Call Settings and enter 15 seconds as Threshold Timer
image-20251208-071116.png

5 Interactions Hub Integration In Dialer

For: AGENT

What's New?

  • The dialer now integrates with the Interactions Hub to enable sending WhatsApp messages directly from the dialer interface.
  • Agents can initiate WhatsApp messages as part of their outbound workflow or post-call follow-up without switching platforms.
  • The integration supports message templates, rich media, and interactive elements as configured in the Interactions Hub.

What are the benefits?

  • Omnichannel engagement: Agents can seamlessly communicate with customers on WhatsApp, a widely used channel, increasing contact rates and engagement.
  • Improved agent productivity: Messaging from the dialer removes the need to switch apps, reduces context switching, and streamlines outreach.
  • Enhanced customer experience: Quick, personalized WhatsApp messages improve responsiveness and customer satisfaction compared to voice-only contact.

How to Use:

  • Ensure your dialer and Interactions Hub accounts are connected and authorized for WhatsApp messaging.
  • From the dialer interface click on message icon to access integrations hub.
  • Choose message template within the Interactions Hub and send the message directly

6 Added Skip/Overwrite/Clone, Bulk delete and clear list functionality in DND list

For: ADMIN

What's New?

  • New actions added to DND (Do Not Disturb) lists: Skip, Overwrite, and Clone for handling duplicate or conflicting entries.​
  • Bulk delete functionality allows removing multiple DND entries at once from the list interface.​
  • Clear list option enables admins to wipe all entries in a DND list in a single action, useful for resets or compliance purges

What are the benefits?

  • Efficient list management: Skip/Overwrite/Clone resolves duplicates quickly without manual data entry, saving time during large imports.​
  • Scalable operations: Bulk delete and clear list handle high-volume DND maintenance, preventing list bloat and ensuring compliance with updated regulations.​
  • Reduced errors and compliance risks: Precise control over DND data improves call quality, avoids violations, and supports faster campaign launches

How to Use:

  • Login to Admin Panel > Outbound Service>Account DND Lists and select the target list.​
  • For individual entries: Use Skip (ignore), Overwrite (replace), or Clone (duplicate) buttons when importing or editing numbers.​
  • For bulk actions: Select multiple entries and choose "Bulk Delete", or click "Clear List" to remove all entries with confirmation.​
  • Changes apply immediately to dialer campaigns, blocking calls to updated DND lists in real-time
image-20251208-075730.png

7 Reset Lead Dial Status Option in Overwrite scenario

For: ADMIN

What's New?

  • A new checkbox "Reset Dial Status" has been added to the lead upload form, available when "Overwrite" mode is selected.​
  • API uploads now support a reset_dialer_dial_status parameter (true/false) for programmatic control during overwrite operations.​
  • Default behavior remains unchanged: dial status is preserved unless explicitly opted into reset.

What are the benefits?

  • Flexible data refresh: Teams can reset dial statuses (e.g., from "Called" to "New") to restart campaigns without manual cleanup.​
  • Reduced operational overhead: Avoids bulk edits or re-uploads, speeding up lead reactivation for new campaigns or data refreshes.​
  • API-driven automation: Integrations can now reliably reset statuses in bulk, supporting scalable workflows and third-party syncs.

How to Use:

  • In the lead upload interface, select "Overwrite" mode, check "Reset Dial Status" if desired, then upload your file.​
  • For API: Add reset_dialer_dial_status parameter to your overwrite endpoint request
image-20251208-080329.png

8 Added Answered Agent Email to Call Hangup Missed or Answered Webhook

For: ADMIN

What's New?

  • The Call Hangup missed or answered webhook now includes a new parameter: "answered_agent_email": "$answered_agent_email".
  • This captures the email address of the agent who answered/handled the call, available for both inbound and outbound scenarios.
  • Parameter populates only when an agent connects; remains null for no-answer or dropped calls.

What are the benefits?

  • Enhanced automation: External systems (CRM, ticketing) can auto-assign follow-ups to the specific handling agent using their email.
  • Better agent accountability: Track which agent managed each interaction for performance reviews, coaching, and SLA attribution.​
  • Seamless integrations: Simplifies workflows in Salesforce/Jira by passing agent identity directly, reducing manual lookup steps.

How to Use:

  • Configure your Call Hangup missed or answered webhook URL in Admin > API Connect> Webhooks.
  • Add "answered_agent_email": "$answered_agent_email" in the webhook playload.

🐞 Bug Fixes

  • Issue: Wrong Disposition Status shown on Dialer real time report
    Resolution: Corrected the logic to ensure accurate status is visible in Dialer Real Time Report.

📢 Campaigns / Outreach

✨ What’s new?

  1. Decoupling of Broadcast Campaigns from Outbound Services
    We’ve introduced a dedicated experience for Voice Broadcast Campaigns by fully decoupling them from outbound services. This change provides better clarity, improved navigation, and a more streamlined campaign management workflow.
    Why this matters?

    1. Dedicated Campaigns Section
    2. Faster access to voice broadcast campaigns
    3. Cleaner separation from outbound workflows
    4. Simplified navigation and better user experience
      Improved Navigation
      ✅ A new Megaphone icon has been added to the left navigation bar for quick access.
      ✅ Added a new “Manage Campaigns” section for easier control of all broadcast campaigns.

  2. Reset Dial Status for Voice Broadcast Lead Lists
    Users can now reset the dial status of leads directly from the lead list, eliminating the need to delete and re-upload leads.
    Why it matters?

    1. Saves time by removing manual delete and re-upload steps
    2. Reduces operational errors caused by repeated data handling
    3. Enables quicker re-attempts and smoother campaign optimization
      🔁 Reset Dial Status Button Added
      We’ve introduced a new “Reset Dial Status” button that allows users to quickly reset the calling status of leads directly from the lead list.

🔗 Integrations

1. Account Entity Support in Salesforce CRM Dialer Integration

For: USERS

What’s New?

The Salesforce Dialer integration now supports the Account entity across both Sales and Service modules. Agents can search, create, and log calls directly against Accounts, with call logs generated as Tasks. Account handling is now fully enabled across both Opportunity ON and Opportunity OFF configurations.

What Are the Benefits?

  • Broader CRM coverage by adding Accounts as an new entity.
  • Consistent call logging across Leads, Contacts, Accounts, and Opportunities.
  • Seamless alignment with existing workflows—no impact on current Lead/Contact/Opportunity logic.
  • Enhanced flexibility for enterprises that operate heavily on Accounts-centric processes.

How to Use?

  • In the Entity Selection dropdown, select Account (now available for both Opp ON/OFF).
  • On call connect, the system will:
    • Search for matching Accounts → redirect to the record.
    • If not found → auto-create a new Lead/Account as per configured logic.
  • After hangup, call logs will auto-push (Auto Ticket ON) or can be manually saved (Auto Ticket OFF).
  • Works uniformly across Preview, Progressive, Ratio, Manual dials, and all inbound workflows (IVR, Departments, Queues).

3. Toaster for Disabling Integrations in Marketplace -

For: USERS ADMIN

What’s New?

A new confirmation dialog has been introduced that prompts users with “Are you sure you want to disable?” whenever an integration is turned off—either for the entire CRM or for any individual agent.

What Are the Benefits?

  • Prevents accidental disabling of integrations.
  • Reduces operational errors and unintended service disruptions.
  • Strengthens governance and admin control over integration settings.

How to Use?

  • When disabling an integration (globally or at the agent level), a confirmation prompt will appear.
  • Select Confirm to proceed or Cancel to abort the action.
  • No additional configuration required—this behavior is now enabled by default across all CRM integrations.

4. Add To/From Number and Call ID in Call Log for Zoho Dialer Integration

For: USERS

What’s New?

Call logs pushed to Zoho CRM now include three additional metadata fields: To Number, From Number, and Call ID.

What Are the Benefits?

  • Strengthens call traceability and audit accuracy.
  • Improves CRM-to-telephony record mapping for troubleshooting and reporting.

How to Use?

  • No action required from users.
  • These fields will automatically appear in Zoho CRM call logs for all inbound and outbound calls.
  • Existing workflows, reports, and automations will continue to function without modification.

5. Entity Creation & Redirection on Connected Status in Salesforce Dialer Integration

For: USERS

What’s New?

Salesforce CTI now supports automatic entity creation and screen-pop redirection at the moment a call reaches the Connected state from any new number —across all dialing methods (Preview, Progressive, Ratio, Manual, and Inbound).
The system will search, create, and redirect to the correct Salesforce record (Lead/Contact/Account/Opportunity) in real time.

What Are the Benefits?

  • Eliminates delays in entity creation and redirection to new numbers.
  • Guarantees seamless compatibility with Opportunity ON/OFF and Auto-Ticket ON/OFF workflows.
  • Enhances agent efficiency with instant background redirection using Salesforce’s native screen-pop.

How to Use?

  • No UI or setup changes required—feature works automatically on Connected status.
  • When a call connects:
    • Salesforce is searched for the number.
    • If found → screen-pop the existing record.
    • If not found → a new record is created and popped automatically.
  • Works out-of-the-box for all call types and routing flows.

📊 Insights

What’s New?🎉

  1. Department Filter in CPD & Call Logs

A new “Department filter” that lets you select an agent’s department and analyze their performance and metrics on both CPD and Call Logs. You can choose up to 5 departments at a time and compare them instantly.

Why it matters:
See patterns across teams in one go and make clearer, faster decisions.

How to check:

  1. Go to Insights
  2. Open CPD or Call Logs
  3. Use the Department filter

Snippet:

image-20251204-114732.png
  1. Disposition Analytics in Dashboard

A dedicated dashboard that shows all your call outcomes in one place with charts, trends, and end patterns. It gives a complete picture of what outcomes occur across all levels most often so that necessary steps can be taken for them.

Why it matters:
It gives teams a crystal-clear view of how every call got handled, uncovers hidden trends in customer interaction outcomes, and helps you take targeted actions to boost positive turns and outcomes.

How to check:

  1. Go to Insights
  2. Select Disposition Analytics from nav bar in the left
  3. View charts, trends, and summaries

Snippet:

image-20251204-115853.png
  1. Video Analytics in Insights

Introducing the “Video Logs” and “Video Detail Page” to monitor and analyse video interactions. These pages provide insights into engagement, video call quality, and performance, helping you track and improve video interactions across calls and teams.

Why it matters:
It gives teams visibility into how video calls are performing, identifies areas for improvement, and helps ensure every video interaction is effective and high-quality with the help of Key metrics and engagement insights.

How to check:

  1. Go to Insights
  2. Open Video logs > Video Detail
  3. Explore quality metrics and engagement insights

Snippet:
Video log page

image-20251204-120840.png

Video detail page

image-20251204-120936.png
  1. Message Detail Page

A detailed view of every message in a conversation. You can check each message, apply filters, and follow the full message timeline. It provides complete visibility into interactions, making it easier to analyze, audit, and take timely follow-up actions.

Why it matters:
It ensures you never miss any detail in a conversation, helping teams make informed decisions, resolve issues faster, and improve customer interactions.

How to check:

  1. Go to Insights
  2. Open Message Logs from nav bar
  3. Click on “more detail button” from any row to open Message Details

Snippets:

image-20251204-121319.png image-20251204-121454.png

Fixes and Improvements 🐞

  1. Dialer Agent Break Summary Report

Fixed the issue where agent names appeared as 0 and 1. Correct names now display properly.

  1. Call Stats Visibility

Resolved the issue where call stats were not visible for certain time periods.

⚙️ APIs & Webhooks

What’s New?🎉

  1. Agent Disposition Webhook (Post-Call Trigger) - “Disposition Status Updated”

For: AGENT

What’s new?

We have introduced a new webhook event within the HPBX system designed to capture agent-selected dispositions after a call has ended.

Previously, the platform triggered a webhook at the moment a call disconnected (hangup event). However, because agents typically submit dispositions during the post-call wrap-up period, this information was not included in real-time webhook notifications.

With the new enhancement:

  • A dedicated webhook is triggered only after the agent submits the disposition.
  • Both incoming and outgoing calls are supported.
  • Dialer and broadcast calls are excluded.
  • The webhook contains the final disposition details, ensuring downstream tools receive accurate and complete call metadata.
  • The feature functions only when the user is assigned Login-Based Calling and Disposition permissions.

What Are the Benefits?

  1. Real-Time Disposition Data : You now receive disposition updates instantly after agents complete their post-call actions—eliminating delays in reporting and analytics.
  2. Seamless CRM & Analytics Integration: External platforms (CRM, ticketing, BI tools) can now automatically attach disposition data to call logs, customer records, or automation workflows without additional polling or manual entry.
  3. Improved Data Accuracy: Since the webhook is triggered after the agent submits a disposition, this ensures:
  • No missing dispositions
  • No mismatched call logs
  • More reliable performance reporting
  1. Supports Better Quality Management: Supervisors and QA teams get an end-to-end view of agent activity, including:
  • Call metadata
  • Wrap-up reason/disposition
  • Time to disposition
  1. Enables Workflow Automation: Disposition-based automations can now be triggered instantly, such as:
  • Creating or updating CRM cases
  • Triggering follow-up tasks
  • Initiating surveys or feedback sequences
  • Launching next-step workflows based on call outcome

How to Use (Step-by-Step)?:

Step 1: Verify User Permissions - Ensure the agent has:

  • ✔ Login-Based Calling
  • ✔ Disposition Permissions

These are required for the system to capture and transmit disposition data.

Step 2: Configure the Webhook - In the HPBX Admin Portal:

  1. Go to Developer Settings → Webhooks
  2. Click Add Webhook
  3. Choose the “Disposition Status updated” Event
  4. Provide your Webhook Endpoint URL
  5. Save the configuration

Step 3: Agent Completes Call and Submits Disposition - After hang-up:

  • The agent enters wrap-up mode
  • Selects disposition
  • Optionally adds notes
image-20251204-125322.png

Step 4: Webhook Fires After Disposition Submission - Once submitted, the system triggers a webhook that includes:

{
  "disposition_code": "$disposition_code",
  "disposition_name": "$disposition_name",
  "disposition_time_sec": "$disposition_time_sec",
  "disposition_notes": "$disposition_notes"
}
  1. Telecom Circle Support via $billing_circle in API Dialplan

For: ADMIN SUPERVISOR

What’s new?

We have added support for Telecom Circles within the API Dialplan by introducing a new key:

{
  "uuid": "$uuid",
  "call_id": "$call_id",
  "call_to_number": "$call_to_number",
  "caller_id_number": "$caller_id_number",
  "start_stamp": "$start_stamp",
  "billing_circle": "$billing_circle"
}

This new variable provides the caller’s Telecom Circle / Billing Circle, enabling smarter and more location-aware routing decisions.

With this enhancement, API Dialplans can now retrieve and use the caller’s geographic telecom region in real time. This is especially useful for businesses operating across multiple service regions, enabling them to route calls based on state, region, or telecom regulatory requirements.

This variable will be available in the dialplan payload for incoming calls, and can be used like any other API variable.

What Are the Benefits

  • Smarter Call Routing: Route calls automatically based on the caller’s telecom circle, ensuring they reach the right regional team or service queue without manual intervention.
  • Personalized Regional Experience: Deliver localized greetings, language options, and support flows tailored to the caller’s telecom circle for a more relevant customer experience.
  • Higher Operational Efficiency: Reduce unnecessary call transfers and streamline workflows by directing callers to the correct destination from the start.
  • Regulatory & Tariff Alignment: Apply circle-specific routing logic to remain compliant with telecom rules while optimizing cost and operational decisions.
  • Better Visibility & Analytics: Track and analyze call volumes by telecom circle to improve forecasting, staffing, and decision-making.
  • Simplified Development & Integration**:** Use the $billing_circle variable directly in your API Dialplan without needing external databases or lookup tables, reducing complexity for developers.

How to Use (Step-by-Step)

To use the new $billing_circle variable in your API Dialplan:

Access the incoming call payload, which now includes the $billing_circle key alongside existing variables such as uuid, call_id, call_to_number, and caller_id_number.

Within the dialplan logic, reference $billing_circle to implement routing or decision-making based on the caller’s telecom circle. For example, you can route calls to different IVR menus, regional support teams, or specific service queues depending on the value of $billing_circle.

No additional configuration is required to use this variable; it is automatically populated in the dialplan payload for all incoming calls. Developers can use $billing_circle like any other API variable, applying conditional logic, logging, or analytics as needed.

This enables geographically intelligent routing, better customer experience, and more streamlined handling of calls across multiple telecom regions.

image-20251208-074300.png
  1. Migration of Click-to-Call Support API Token Page to React

For: ADMINSUPERVISOR

The Click-to-Call Support API Token Page has been migrated to a React frontend with corresponding backend support. This migration focuses on improving the user interface and overall user experience, making the page visually consistent with other API Connect pages. The core functionality of creating, updating, and managing API tokens remains unchanged.

What’s new?

  • React Frontend Migration – The page is now fully responsive, modern, and aligned with other API Connect pages.
  • Cleaner Token Listing Page – The token table now displays:
    • Total token count
    • Enabled token count
    • Disabled token count
  • Enhanced Destination Selection – Users can now:
    • Select a category first (e.g., Department, Agent).
    • Then choose the destination from a filtered list based on the selected category.
  • Improved Layout and Visual Consistency – The page now follows the standard design conventions of the API Connect portal, making navigation intuitive.

What Are the Benefits?

  1. Better Usability – A clean and organized interface makes token management easier.
  2. Quick Overview of Token Status – Instantly see total, enabled, and disabled token counts.
  3. Streamlined Destination Selection – Reduces errors and improves efficiency when creating or editing tokens.
  4. Consistency Across Portal – Aligns with other API Connect pages, providing a uniform experience for users.
  5. Future-Proof Design – React frontend enables faster enhancements and smoother performance in upcoming updates.

How to Use (Step-by-Step)?

Step 1: Access the Page

  • Navigate to the Click-to-Call Support API Token Page in the API Connect portal.
image-20251208-073833.png

Step 2: View Token Listing

  • The main page displays all existing API tokens.
  • The top section shows:
    • Total Tokens
    • Enabled Tokens
    • Disabled Tokens
  • Tokens are displayed in a clean, sortable table for easy browsing.
image-20251208-073801.png

Step 3: Create or Update a Token

  1. Click Create Token or select an existing token to edit.
  2. Select Destination Type:
    • Choose the category first (e.g., Department, Agent).
    • Then select the destination from the filtered list.
  3. Enter other required details (e.g., token name, permissions) and click Save.
image-20251208-073725.png
  1. Enable Conference for External Numbers in Call Operation API

For: SUPERVISOR AGENT

What’s new?

Currently, the Call Operation API supports call transfers for external numbers but does not allow conference or barge features. This limits supervisors’ and team members’ ability to join or monitor calls with external clients in real time.

With this enhancement, the API now enables:

  • Conference calls with external numbers, allowing multiple parties to participate in the same call.
  • Barge-in functionality, enabling supervisors or team members to join ongoing external calls to provide guidance or support.
  • Seamless integration into existing workflows without requiring changes to internal call handling logic.

Important: This feature will work only if “Transfer to External Agent” permission is enabled for the account.

This enhancement is especially useful for customer support, sales, and quality assurance teams interacting with external clients or partners.

What Are the Benefits?

  • Improved Real-Time Collaboration: Supervisors and team members can join external calls instantly, providing guidance or assisting agents as needed.
  • Enhanced Customer Experience: Faster problem resolution and better support through collaborative handling of client calls.
  • Better Quality Assurance & Compliance: Supervisors can monitor and intervene in external calls to ensure service standards and regulatory compliance.
  • Competitive Alignment: Matches industry standards for external call handling, keeping your product competitive and feature-rich.

How to Use (Step-by-Step)?

To initiate a conference or barge-in operation on an external call, you can use the Call Operations API as outlined below.

Endpoint POST https://api-<domain-name>.com/v1/call/options

Sample Request -

{
  "type": "3",
  "call_id": "17XXXX8.44",
  "agent_id": "+919999900000"
}
Parameter Explanation
ParameterRequiredDescription
typeYesDefines the call operation. Use 3 for initiating a conference with an external number.
call_idYesUnique identifier of the ongoing call where the operation needs to be applied.
agent_idOptionalExternal phone number to be added to the conference (E.164 format recommended).
  1. Enhance Smartflo Contact API to Return Contact ID on Overwrite Updates

For: ADMINSUPERVISOR

What’s new?

The Smartflo Contact API now returns the Contact ID when updating an existing contact using the duplicate_option: "overwrite" parameter.

Previously, even though the contact update operation succeeded (indicated by "success": true), the API response returned "id": null. This made it difficult for clients or downstream systems to identify the specific contact record that was updated.

With this enhancement, the API response will include the actual Contact ID against which the update has been applied whenever the overwrite option is used.

What Are the Benefits?

  • Improved Data Traceability - Clients and downstream systems can now directly identify which contact record was updated.
  • Simplified Integrations - CRM systems or third-party applications can handle updates efficiently without needing additional API calls to fetch the updated contact.
  • Reduced API Overhead - Eliminates the need for an extra call to retrieve contact details after an update, improving performance and reducing network usage.
  • Consistency and Transparency - Ensures that the API response clearly reflects the actual operation performed, making integrations more predictable.

How to Use (Step-by-Step)?

Endpoint

PUT [https://api-smartflo.tatateleservices.com/v1/contact/{Contactid}](https://api-smartflo.tatateleservices.com/v1/contact/%7BContactid%7D)

Request Body Example

{
  "field_0": "9196XXXX4701",
  "field_1": "Kajal Testing",
  "duplicate_option": "overwrite"
}

Parameter Details

  • field_0, field_1, ... – The contact fields to be updated.
  • duplicate_option – Determines how duplicates are handled.
    • "overwrite" → Updates the existing contact if a duplicate is found.

Current Response (Before Enhancement)

{
  "success": true,
  "message": "Contact updated successfully.",
  "id": null,
  "count": 1
}

Expected Response (After Enhancement)

{
  "success": true,
  "message": "Contact updated successfully.",
  "id": "CONTACT_ID",
  "count": 1
}

Step-by-Step Usage

  1. Prepare the request payload with the contact fields to be updated.
  2. Set duplicate_option to "overwrite" if you want the API to update an existing contact when a duplicate is found.
  3. Make a PUT request to the API endpoint with the relevant Contactid.
  4. On success, the response will now include the id of the contact that was updated.
  5. Use the returned id for any downstream processing, logging, or integration purposes.

💻 Console

  1. Deactivate Account

For: Internal Team

What’s New?

A new stage is introduced in the Account Lifecycle: Deactivate account.

  1. Once the customer confirms cancellation, the billing team will update the account status to Deactivated. During this action, they must provide the Ticket ID and a comment specifying the reason for deactivation.
  2. Upon deactivation:
    1. All numbers associated with the account will be released.
    2. All products and subscriptions will be removed.
  3. Data retention:
    Customer can log on to the portal and access their data for a month.
  4. Deletion:
    The account will be deleted after 30 days of deactivation.
  5. Reactivation:
    There will be an option to reactivate the account. However, reactivation will not restore previous numbers or products; these will need to be re-added manually.
  6. Email alerts will be sent to the customer on the day of deactivation, 20 days before deletion, 10 days before deletion, 1 day before deletion and on the day of deletion.

What are the benefits?

  1. Clear visibility of cancelled accounts.
  2. Assets will be released from these cancelled accounts.
  3. Customers will be able to access their data for a month.
  4. Accounts not in use will be deleted after 30 days of deactivation.

How to use?

  1. An admin team member who has permission can mark an account as deactivated from the all accounts section.
  2. They will have to enter the Ticket ID and Comment. The account will be marked Deactivated once these details are added.
image-20251204-114105.png

2. All Accounts Billing Data Report

For: Internal Team

What’s New?

Consolidated report with all accounts and their billing data. The previous day’s data will be available to download from the download report section.

What are the benefits?

  1. Track account health and billing status
  2. Monitor renewals, dues, and at-risk accounts
  3. Support revenue analysis and forecasting
  4. Provide quick insights for Sales, Finance, and Support teams
  5. Aid in internal audits and data validation
  6. Consolidate product and subscription details in one place

How to use?

  1. Log in with an admin team member
  2. Under the billing section, go to Download reports.
  3. Select All Accounts Billing Report, and download.

3. Outbound calling billing logic change

For: Agents

What’s New?

There was an issue where double charges were getting deducted for a C2C call. After examination, we found that the billing logic is incorrect. To fix it, we have made a few changes.
The outbound Leg A calling will be determined by the Outbound Destination and tariff groups.

  1. For a call routed to an agent, the agent’s call-forwarding number prefix will be verified.
  2. For a call routed to an extension, the agent ID (050) is set to default.

After the change, both legs will be charged through the Outbound Destination Group/Tariff Group.

Note: To not charge for extension calling, mention the charge against the 050 prefix as zero in the Outbound Destination Group.

What are the benefits?

This is a bug fix after which double minutes will not be deducted for outbound calls.

How to use?

Suppose the requirement is not to charge the customer for using outbound calls using extension, mention the 050 prefix in the Outbound Destination Group.

📶 VOICE Streaming and SIP Trunking

1. Support for Custom Parameters in Dynamic Websocket URL

For: ADMIN SUPERVISOR DEVELOPER

What It Is

We’ve introduced support for adding custom static key-value pairs during the configuration of Dynamic WebSocket URLs for VOICE Streaming. These parameters can now be sent as query or body parameters when the platform hits the API to fetch the WebSocket URL.

What Are the Benefits?

  • Enables the Voice AI Platform to receive additional static variables during the WebSocket URL fetch process.
  • Improves flexibility for developers integrating custom logic or identifiers into the Voice Streaming workflow.

How to Use (Step-by-Step)

  1. Go to:
    Settings → Channels → Voice Streaming
  2. Click Add an Endpoint
  3. The default Endpoint Type will be Static URL
  4. Fill the following:
    • Name
    • Description
  5. Select Dynamic in Endpoint type.
    • Choose GET or POST
    • Add the API URL provided by the AI vendor
    • Configure Query Params, Headers, or Body Params
    • You may use the supported dynamic variables or add a static key-value pair.
image-20251208-115552.png image-20251208-115620.png
  1. Use the Preview Panel
    • Verify the request payload with actual sample values
  2. Click Save
    • Then toggle Status → Enabled

🐞 Bug Fixes

  1. Telephony Servers deleted on UI but not in Database: Previously, when a Telephony Server was deleted individually from the Telephony Servers section, it was not being soft-deleted from the Telephony Server Groups it belonged to. This caused the deleted server to remain referenced inside those groups, leading to call-routing issues—especially during broadcast calls where routing logic attempted to distribute calls across servers in the group, including the deleted one. This bug has now been fixed. When a Telephony Server is deleted, it will also be properly soft-deleted from all associated Telephony Server Groups. Note: For Internal Use only.