June Release Notes 2025 (Acefone India)

🔹 Interactions Hub

Now Live on Acefone IN — With Major Upgrades!

The Interactions Hub has received a significant overhaul, delivering a faster, more connected experience across communication channels, right from your AceConnect interface.

Multi-Channel Support Now Live
- Seamlessly handle Voice Calls, WhatsApp Voice, and WhatsApp Messaging directly from the Interactions Hub.
- Enables true omni-channel conversations in one unified view.

🔹 AceConnect Mobile & Desktop App

🆕 User Experience Upgrades:

Caller Name Display for Active Calls
- During ongoing calls, AceConnect now shows the Caller’s Name on-screen, helping agents instantly recognize and personalize conversations.
Configurable Call Summary Timeout
- Each user can now customize the timeout duration for post-call summaries in AceConnect.
- Flexibility for different workflow styles—whether you need quick wrap-ups or longer reflection windows.
Dialpad Upgrades in AceConnect App
Your in-app dialing experience just got smarter and more intuitive:
- View & Add Contacts
- Clear or Edit Dialed Numbers
- Streamlined Number Input Experience
Enhanced On-Call Screen
- Agents can now transfer calls directly through the AceConnect app without needing to remember feature codes or intercom IDs.

🔹 Feature Demo:

✨ Enhancements:

Agent Visibility Improvements

If login-based calling is disabled, the agent will now be excluded from the Agent Real-Time Report, reducing clutter and ensuring cleaner analytics.

Smarter Contact List Navigation

Updated contact selection path:
AceX → Phone → Team
Permissions are now asked only once, improving speed and agent experience.

Agent Name in Call Logs

All call logs now include Agent Names, offering greater clarity and improved audit tracking.

🐞 Bug Fixes:

Auto-Attendant Page Stability
→ Now loads smoothly even with large volumes of records.
Softphone Outbound Calling Fix
→ Number masking now works reliably for outbound calls.
Blind Transfers Between Departments
→ Transfers to department queues now complete successfully.
iOS Display Fix
→ Customer numbers now appear correctly for iOS users.
OTP Login Restored
→ OTP-based login is now re-enabled in the Servetel App.
IP Phone Transfer Issue Resolved
→ Manual extension-based transfers now work correctly on IP phones.

🔹 APIs & Webhook

🆕 New Features & Enhancements:

Conditional Call Recording via API
- What’s New: The API Dialplan now supports dynamic toggling of call recording.
- Why it matters: Enables privacy-conscious workflows, allowing businesses to start/stop recordings based on call context or compliance rules.
Agent Email Now Included in Hangup Webhook
- The Call Hangup Webhook (for both missed and answered calls) now provides the email address of the agent who handled the call.
- Use case: Streamlines post-call automation, auditing, and personalized follow-ups.
API Scope Restriction Upgrades
- Enhancement: API token scopes have been restructured to enhance overall security.
- Addition: A new scope, "Call Operations (Monitor, Whisper, Transfer, Barge)", is now explicitly listed under the Scope Restrictions section.
- Outcome: This prevents unauthorized access to sensitive call features and ensures that API tokens are only used for permitted operations.

🔹 Feature Demo

🔹 Insights & Reporting

✨ New Features & Enhancements

Faster Call Recording Access - You can now download call recordings based on how recent they are:
- Recent – Instantly fetch the latest call recordings.
- Archive – Retrieve older recordings from long-term storage.
- Fetch – Download past call recordings with their file name
Turbocharged Daily Agent Performance Report Refresh Cycle
- What’s New: DAPR (Dialer Agent Performance Report) now refreshes every 15 minutes (previously 60 minutes).
- Result: That’s a 400% improvement in refresh rate!
- Why it matters:
  1. Real-time visibility into missed calls, agent drops, and traffic surges.
  2. Faster supervisor response times during high call volumes.

📘
Note: This feature is available on request. Please contact Acefone Support to enable it.

Streaming Bot Sessions in Reporting
- BOT sessions are now captured in CDR call flows and standard/custom reports.
New Metrics:
- BOT duration
- BOT event timestamps
- Export-ready BOT time columns
Lightning-Fast Dashboards & Precision Filters
- Dashboards now load significantly faster, even for large-volume accounts.
- Filters across dates, agents, and call types are now lightning-responsive with smooth transitions.
Smart Filtering for DID & Agent Inputs
- Filters now only accept:
  - - as the first character (for international numbers)
  - Valid numeric values

✅ This eliminates formatting issues and prevents invalid queries in call logs.

🐞 Bug Fixes

CDR Page Lag: Resolved an issue where filtering agents with no calls caused page slowdowns.
Wallboard vs CDR Discrepancy: Call counts now match across both views, ensuring accurate visibility.
Duplicate Logs in CDR/CPD: Fixed inconsistencies that caused mismatched counts—data is now fully aligned.

🔹 Feature Demo

🔹 Voice

Two-Way Audio Streaming (Alpha → Beta)

Acefone now supports embedded third-party Voice Bots within inbound call flows—unlocking new automation capabilities.

✅ What’s New in Beta:

Self-Service Call Streaming Configuration for Connecting to Voice Bots
Set up and manage Voice Bots directly via the Channels Hub.
Bot-Initiated Call Termination
Voice Bots can now end calls using Acefone’s Call Hangup API.
Agent Transfer Support
Enable seamless bot-to-agent handovers using the Transfer API.
Streaming CDRs
Call Detail Records (CDRs) for voice streaming are now available for reporting and analysis.

🔹 Feature Demo

🔹 Integrations

New & Enhanced Capabilities

Zoho Desk Contact Center Integration

What's New: Zoho Desk is now part of AceX Integration Suite.
Key Benefits:
- Automatically logs all calls per support ticket.
- Extends contact center features to all service teams using Zoho Desk.
- Helps streamline case resolution with improved call tracking.

Salesforce Opportunity Integration

What's New: Call logs can now be recorded directly under Salesforce’s Opportunity module.
Key Benefits:
- Enhances visibility across the sales pipeline.
- Enables more effective sales tracking with direct linkage between calls and opportunities.

Enhanced CDR Fields in Salesforce

What's New: Additional custom fields now capture more detailed Call Detail Records (CDRs).
Key Benefits:
- Supports advanced reporting and analytics.
- Gives sales and service teams deeper call metadata for improved decision-making.

🔹 Feature Demo

🔹 Dialer Enhancements

✅ Feature Enhancements:

Outgoing Missed Calls Metric in Real-Time Report
Metric Definition: Includes all dial methods where the customer didn’t answer the call.
Call Direction on ‘On Call’ Status
The live Agent Real-Time Report now shows whether an agent is on an inbound or outbound call.

🐞 Bug Fixes:

Time Group Backend Logic Correction
✅ Resolution:
If a configured time range matches the current time, it is now correctly considered within business hours.
Inbound Queue Activity Log Accuracy
✅ Resolution:
Changes to the inbound queue now correctly log the responsible user’s details in activity logs.
call_to_number Parameter for Ratio Calls
✅ Resolution:
The call_to_number value is now passed correctly in the webhook payload for ratio dialing scenarios.