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July 2025

18 days ago by Sarthak Srivastava

Comprehensive updates across Interactions Hub, Console, Voice, Insights, Dialer, CNC, APIs, Integrations, and Messaging & Video

💬 Interactions Hub – July 2025 Release

🚫 Transition Notice

No new onboarding will be done on the old Interaction – Acefone IN
All customers should now be using the upgraded Interactions Hub experience.

✨ User Experience Upgrades

  • Department Transfers via Extensions ACEFONE INFOCOMM SMARTFLO
    Agents can now transfer calls to departments using internal extensions.
  • Enhanced Conversation Info ACEFONE INFOCOMM SMARTFLO
    High-level call and interaction details are now visible within each conversation.
  • Contact Management Enhancements ACEFONE INFOCOMM SMARTFLO
    • Edit contacts directly from Interactions Hub.
    • Contact Group segregation & filtering now supported when starting a new interaction.
    • Contact details now visible with view-only permission (no edit required).
  • Assigned Call Filtering ACEFONE INFOCOMM SMARTFLO
    Only calls assigned to the logged-in agent are now shown in the Interactions Hub.
  • UI Improvements ACEFONE INFOCOMM SMARTFLO
    • New icons for “Move to Queue” and “Resolve” actions.
    • WhatsApp Calling icon added to differentiate interactions.
    • “Schedule Call” feature available via the Disposition modal and Contact Details screen.
  • User Profile Enhancements ACEFONE INFOCOMM SMARTFLO
    New dropdown added in Interactions Hub to manage agent availability status (Voice only).

📱 AceConnect Experience Updates ACEFONE INFOCOMM

  • Manual Refresh Support
    Manual refresh is now available across all screens in AceConnect.
  • Optimized Performance
    • No more multiple refreshes on Call Logs and Contacts pages.
    • Smoother transitions and faster data loads.
  • Contact Details Screen
    Now available in AceConnect for easier access to customer data.
  • Xiaomi Store Availability
    AceConnect is now officially listed on the Xiaomi App Store.
  • Scheduled Calls in AceConnect
    Agents can now schedule calls directly via the app’s contact view or disposition modals.
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🛠 Bug Fixes ACEFONE INFOCOMM SMARTFLO

  • Fixed +91 auto-append issue on block number page with "Free form International" toggle.
  • Microsoft login issue (CBI-3120) showing incorrect authorization URL — resolved.
  • Text formatting issues across some Interactions Hub components — fixed.
  • WhatsApp calls forwarded to PSTN now include appropriate CDR reason keys.
  • Smartflo Softphone no longer freezes when sent to background during a call (CBI-3147).
  • Extension-to-extension calls now correctly show the source number (CBI-2923).
  • Call screen now shuts off when the phone is near your ear and reactivates when moved (IDEA-288).

📈 Enhancements

  • IP Pool Restriction enforced on both Mobile and Desktop apps (Smartflo)SMARTFLO
  • Toll-Free Number Calling supported for Acefone IN users (IDEA-239)ACEFONE INFOCOMM
  • Intercom ID Display enabled for internal/transferred calls (Acefone IN & UK – IDEA-158) ACEFONE INFOCOMM
  • Error Codes are now clearer and easier to interpret ACEFONE INFOCOMM SMARTFLO
  • New Number Series available to customers on SmartfloSMARTFLO
  • Encrypted Draft Messages with double-click-to-initiate interactionsACEFONE INFOCOMM SMARTFLO
  • Extension Status Page now shows session details ACEFONE INFOCOMM SMARTFLO
  • Composer Improvements:
    Composer now supports keyboard shortcuts for enhancements in message composing experience.
    • Enter = new line
    • Ctrl/Cmd + Enter = send message ACEFONE INFOCOMM SMARTFLO
  • Meta Interactive Message Wrapper – Call Button with Call Permission ACEFONE INFOCOMM SMARTFLO
    WhatsApp outbound voice calling is now supported through interactive message templates with embedded call actions.
    This enables customers to initiate WhatsApp Voice calls directly from interactive messages**.**
  • WhatsApp Message Error Codes ACEFONE INFOCOMM SMARTFLO
    You now receive clear, descriptive error messages when a WhatsApp message fails to send — making it easier to understand issues and troubleshoot faster.

🏆 Integrations – July 2025 Release

This month’s updates bring new features, enhancements, and key fixes across our HPBX integrations, focused on improving CRM syncing, reliability, and data consistency.

✨ New Features & Enhancements

🔄 Most Recent Entity Mapping (HPBX Integrations) ACEFONE INFOCOMM SMARTFLO
Call logs are now mapped to the most recently updated entity (lead or contact) in HPBX CRMs — ensuring relevance and reducing duplicate entries.

🔍 Unified CRM Entity SearchACEFONE INFOCOMM SMARTFLO
Enjoy a smarter, more efficient search experience across leads, contacts, and other CRM entities — now supported across all integrated CRMs.

**⏱ Start/End Time in CDR Payloads (HPBX)**ACEFONE INFOCOMM SMARTFLO
HPBX call detail records now include call start and end timestamps for more accurate reporting and troubleshooting.

✉️ Zendesk Ticket Subject ProtectionACEFONE INFOCOMM SMARTFLO
Ticket subjects in Zendesk will now be preserved when logging calls via either Dialer or HPBX integrations — ensuring original context is retained.

📌 Opportunity Support in LSQ Contact CenterACEFONE INFOCOMM SMARTFLO
You can now log and map calls directly at the opportunity level in the LeadSquared (LSQ) Contact Center — enabling more precise sales tracking.

🛠 Bug Fixes & Quality Improvements

Leadsquared Click-to-Dial Fix ACEFONE INFOCOMM SMARTFLO
Resolved issues causing click-to-dial failures in LeadSquared CRM — improving reliability and agent productivity.

📊 Insights – July 2025 Release

This month, we’ve added powerful enhancements to help you unlock deeper visibility into agent performance and call ownership. Here's what's new:

🔍 “Who Really Took That Call?” — Now Answered with Clarity ACEFONE INFOCOMM SMARTFLO

We now capture both the initial answering agent and the external number in your call exports.

✨ Why it matters:

  • Closes a key data gap in multi-agent environments
  • Enables accurate tracking of agent responsibility and call handovers
  • Empowers teams to truly understand how leads are handled — from first ring to resolution

🟢 Available now in call exports and logs

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📞 Click-to-Call Just Got Smarter — Now with Voice Bot TransparencyACEFONE INFOCOMM SMARTFLO

You now get full visibility into outbound call flows involving voice bots, including every transition from bot to agent.

What’s New:

  • Enhanced Call Logs now show outbound Voice Streaming + Click-to-Call flows
  • Pre-CDR data is stitched into the final CDR for a complete call trace
  • Key call events such as stream duration, call initiation, and agent handover are now clearly displayed

Outcome:
Better traceability, smarter QA reviews, and full transparency across automated and human-assisted call stages.

🏆 Agent Leaderboard is Here — Performance Has a New Stage ACEFONE INFOCOMM SMARTFLO

Introducing a fresh visual leaderboard that ranks agents automatically — no more manual sorting or spreadsheet work.

What’s New:

  • Live leaderboard showing KPIs like call connection rate, total handled calls, and more
  • Instant visibility into top and low-performing agents
  • Built for both quick views and deep performance analysis

Why You’ll Love It:

  • Enables data-driven coaching
  • Customizable KPIs aligned to your business goals
  • Actionable insights, right where you need them
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🐳 Small Popup, Big Problem. Now Full-Screen and Future-Ready

  • “More Details” view from Call Logs is now a full-page experience
  • Clean UI with scrollable tabs and better section separation
  • Optimized for upcoming feature scalability
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🈸 APIs & Webhooks – July 2025 Release

This month’s API updates are all about giving you more control, cleaner configurations, and stronger security. Here’s what’s new:

📞 Click-to-Call API — Now with Multi-DID FlexibilityACEFONE INFOCOMM SMARTFLO

You can now configure multiple Direct Inward Dialing (DID) numbers for call initiation through the Click-to-Call (C2C) Support API.

Why this matters:

  • Offers greater routing control for outbound calls
  • Enables region or department-based DID mapping
  • Supports more dynamic API-driven call flows

🔍 Smarter Number Management with API FilteringACEFONE INFOCOMM SMARTFLO

We’ve enhanced the Fetch My Number API to now support filtering based on outbound-disabled DIDs.

  • "include_outgoing_disabled_dids": 0 → Disabled DIDs will be excluded from the response.
  • "include_outgoing_disabled_dids": 1 → Disabled DIDs will be included in the response.

What this improves:

  • Helps eliminate invalid numbers from dial-out flows
  • Simplifies integration logic
  • Improves number hygiene for API consumers

🛡️ Security First — IP Whitelisting Now EnforcedACEFONE INFOCOMM SMARTFLO

To strengthen security, all APIs now enforce IP restriction policies. Only whitelisted IPs will be allowed to access the endpoints.

What this means for you:

  • Unauthorized IPs will be automatically blocked
  • Secures sensitive workflows from external misuse
  • Aligns with enterprise-grade API protection standards

🖥️ Console – July 2025 Release

This month’s Console updates bring more control, smoother workflows, and improved number management for your team. Here's what’s new:

✨ New Features & Enhancements

🛠️ Planned Maintenance Announcements INTERNAL
You can now configure planned maintenance messages directly through the Admin Portal.
Use this to notify users of upcoming downtime or release activity — proactively and transparently.

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🔄 Replace With Functionality – Future Product Setup INTERNAL
Admins now have the ability to predefine "Replace With" rules when assigning future products — making it easier to select which DIDs and users should be automatically transferred during product changes.

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📡 Streaming Support in My Numbers INTERNAL
We’ve added Streaming as a product type and - internal

destination in My Numbers, helping Voice users configure streaming call flows with minimal effort. - all

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🏦 HSBC Virtual Account Integration ACEFONE INFOCOMM
Customers can now view HSBC bank details for NEFT, RTGS, and IMPS transactions.
Acefone will receive an email confirmations for each payment from HSBC, improving transaction transparency.

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🧩 Inventory Management Upgrade

📥 Number Inventory Bulk Upload Enhancements INTERNAL

  • You no longer need to add a plus sign (+) when uploading numbers — just include the correct prefix.
  • The system now displays the Login ID associated with each number during bulk upload in error logs— helping avoid confusion or duplication.

📞 Dialer – July 2025 Release

We’ve introduced powerful new capabilities and quality-of-life enhancements to improve both agent efficiency and customer experience during outbound and inbound call handling.

✨ New Features

🤖 Answering Machine Detection – Alpha Release ACEFONE INFOCOMM
We’ve launched the Alpha version of Answering Machine Detection on Acefone platforms.
This feature enables the system to intelligently detect voicemail responses, allowing for smarter campaign handling and reducing agent wait time on unanswered calls.

🔧 Feature Improvements

📢 Queue Announcement ACEFONE INFOCOMM SMARTFLO
Customers waiting in the inbound queue will now hear queue position updates every 30 seconds, keeping them informed and reducing frustration during wait times.

📅 Account-Wise Holiday Calendar ACEFONE INFOCOMM SMARTFLO
Admins can configure custom holiday calendars, automatically reflected in agents’ callback schedules. This ensures compliance and better forecasting of availability.

🔄 Socket Disconnect Handling ACEFONE INFOCOMM SMARTFLO
Agents will now see a refresh button when a socket disconnect occurs, making it easier to re-establish the session from the panel.

🛠 Bug Fixes

  • Scheduled Callback Deletion IssueACEFONE INFOCOMM SMARTFLO
    Fixed: Agents can now delete scheduled callbacks created by other agents without issue.
  • Preview Call Retry LogicACEFONE INFOCOMM SMARTFLO
    Fixed: Preview calls will no longer retry if the retry count is set to zero in campaign settings.
  • Agent Performance Report CorrectionACEFONE INFOCOMM SMARTFLO
    Fixed: The logged-in duration is now reported correctly and no longer appears shorter than break duration.

📧 Messaging & Video – July 2025 Release Notes

This month’s updates focus on enhancing WhatsApp messaging transparency, enabling voice call actions, and expanding SMS capabilities for UK customers.

✨ New Features & Enhancements

📞 Meta Interactive Message Wrapper – Call Button with Call Permission
WhatsApp outbound voice calling is now supported through interactive message templates with embedded call actions.
This enables customers to initiate WhatsApp Voice calls directly from interactive messages.

❗ WhatsApp Message Error Codes
You now receive clear, descriptive error messages when a WhatsApp message fails to send — making it easier to understand issues and troubleshoot faster.

🔁 Twilio Connector (Acefone UK) INTERNAL
We’ve introduced support for two-way SMS communication via Twilio, now available for Acefone UK users — enabling better customer engagement and response workflows.

🔊 Voice – July 2025 Release

We’re excited to announce powerful enhancements in Voice automation and bot integration. These updates bring Acefone’s VOICE Streaming capabilities to the forefront of outbound campaigns and intelligent workflows.

🌐 Two-Way Audio Streaming for Outbound Calls ACEFONE INFOCOMM SMARTFLO

Click to Call Support API – ⭐ Beta Release

Customers can now integrate with third-party Voice Bot platforms using Two-Way Audio Streaming over the Click to Call Support API.

This unlocks new potential for running bot-led outbound campaigns — whether for marketing, transactional, or support workflows — by initiating calls via API and handling them in real time with AI Voice Agents.

🚀 What’s Included

  • VOICE Streaming as a Destination for Click to Call API Tokens
    You can now configure VOICE Streaming as the destination while setting up a Click to Call Support API token — enabling bot-led outbound calling with your own AI platform.
  • Outbound Call Logs for VOICE Streaming
    Call Logs are now available for outbound calls handled by third-party bots via VOICE Streaming, powered by the Insights module.
  • Call Hangup API Support (Inbound + Outbound)
    Voice Bots can now gracefully terminate a session using the Call Hangup API — automating workflow completion where required.
  • Inbound VOICE Streaming Setup via Console
    You can now directly set up inbound VOICE Streaming by linking a DID via the My Numbers page — no need to request provisioning from the VOICE team.

⚠️ What’s Not Included in Beta

  • Call Transfers from Bot to Agent
    VOICE Streaming sessions initiated via Click to Call Support API do not yet support agent transfers using the Call Operations API. This will be addressed in a future release.

📢 Campaigns – July 2025 Release

This month's updates to the CNC platform bring improved control, enhanced API capabilities, and added safeguards for secure campaign operations.

✨ Feature Enhancements

🔐 Broadcast API Now Supports Numberwise Trunk Key ACEFONE INFOCOMM SMARTFLO
We’ve added the ability to define a trunk key per number in the broadcast creation API — giving you finer control and routing flexibility during campaign setups.

🚫 Automatic Broadcast Halt for Blocked Accounts INTERNAL
If an account gets blocked, all associated broadcast services will automatically be stopped, ensuring compliance and preventing unwanted activity.

🛠️ Simplified Broadcast Creation Workflow ACEFONE INFOCOMM SMARTFLO
The product selection step has been removed from the broadcast creation process.
✅ No impact on historical campaign data.
✅ Less clutter, faster setup.

📩 Download Alerts for Lead Lists ACEFONE INFOCOMM SMARTFLO
When a team member downloads a lead list, they will receive an email confirmation.
The account email ID will be added in CC, keeping account admins in the loop.