👉 Interaction Hub (UIX) 🔗

1. 16KB Memory Page Size Support (Android)

For: Users

1.1) What's New?

The Android mobile application is being enhanced to support 16KB memory page size, aligning with newer Android system-level requirements and improving low-level memory handling.

1.2) What are the benefits?

Ensures compatibility with modern Android devices and OS updates, improves application stability and performance, and prepares the app for future Android platform changes.

1.3) How to use?

No action required. This improvement will be available automatically in upcoming app updates.

2. Labels for VDR in Unified Inbox

For: Users / Admin

2.1) What's New?

Support for labels on VDR interactions is being introduced in the Unified Inbox to enable better categorization and identification.

2.2) What are the benefits?

Makes it easier to organize and track VDR-related interactions, improves visibility and filtering within the inbox, and enhances operational efficiency for teams handling high volumes.

2.3) How to use?

Navigate to Unified Inbox and use labels to identify and manage VDR interactions.

3. Customer Number Visibility in Interaction Pane

For: Users / Agents

3.1) What's New?

The customer's phone number will now be displayed alongside the contact name within the Interaction Pane.

3.2) What are the benefits?

Provides better context during conversations, reduces the need to open additional views for details, and speeds up agent workflows.

3.3) How to use?

Open any interaction — the customer number will now be visible next to the contact's name.

4. Contact Number Visibility in Desktop App

For: Users / Agents

4.1) What's New?

The contact number will now be displayed along with the contact name in the main view of the Acefone Desktop App.

4.2) What are the benefits?

Improves quick identification of contacts, reduces dependency on additional clicks or lookups, and enhances usability of the desktop interface.

4.3) How to use?

Open the Desktop App main view to see contact numbers alongside names.

5. Optional Call Notes with Labels

For: Users / Admin

5.1) What's New?

Call notes can now be configured as optional, depending on the selected label settings.

5.2) What are the benefits?

Provides flexibility in workflow configurations, reduces unnecessary manual input for agents, and aligns note-taking requirements with business needs.

5.3) How to use?

Configure label settings to define whether call notes are mandatory or optional.

6. Bluetooth Device Support (Mobile App) 🎧

For: Users

6.1) What's New?

The mobile app will now support Bluetooth-enabled devices for call handling.

6.2) What are the benefits?

Enables hands-free communication, improves accessibility and user convenience, and enhances the overall calling experience.

6.3) How to use?

Connect a Bluetooth device and use it for calls within the mobile app.

7. Improved Extension Re-Registration Experience

For: Users / Agents

7.1) What's New?

Enhancements are being made to extension re-registration handling, including real-time notifications during network disruptions.

7.2) What are the benefits?

Reduces unexpected call drops, improves transparency during connectivity issues, and enhances session stability and user confidence.

7.3) How to use?

No action required — notifications will automatically inform users during re-registration events.

8. Single Info Drawer in Interaction Hub

For: Users

8.1) What's New?

Only one Info Drawer can be opened at a time in the Interaction Hub.

8.2) What are the benefits?

Reduces UI clutter, improves focus and usability, and prevents overlapping or confusing views.

8.3) How to use?

Opening a new Info Drawer will automatically close the previously opened one.

9. Improved M2M Number Dialing Logic

For: Admin

9.1) What's New?

Dialing logic is being enhanced to correctly handle Machine-to-Machine (M2M) numbers, especially in international dialing scenarios.

9.2) What are the benefits?

Prevents incorrect routing of international calls, improves dialing accuracy, and reduces call failures due to misrouting.

9.3) How to use?

No action required — this improvement is applied automatically.

10. Laravel Version Upgrade ⚙️

For: System

10.1) What's New?

The backend system is being upgraded to a newer Laravel framework version.

10.2) What are the benefits?

Improves system performance and scalability, enhances security and stability, and enables support for newer development capabilities.

10.3) How to use?

No action required.

🐞 Bug Fixes

Call Duration Display in Desktop App — Call duration was displaying faster than actual time. Corrected the duration calculation logic to ensure accurate call timing.

Forwarding DID Assignment for CDR — Forwarding DIDs (Outgoing OFF) could not be assigned to users for viewing CDR. Resolved the configuration issue to allow proper assignment and visibility.

Multiple SIP Registration Call Drops — Calls were getting disconnected due to multiple SIP registrations. Improved handling of multiple registrations to prevent call drops.

Numeric Contact Name Search — Contacts with numeric-only names were not searchable. Enabled search functionality for numeric-based contact names.

External Number Transfer from Softphone — Incoming calls could not be transferred to external numbers from the softphone. Fixed the transfer flow to support external number transfers.

Recent Calls Page Timeout — Recent Calls page was timing out due to delays in CDR API response. Optimized API handling to eliminate timeout issues.

Voicemail Playback in Call Logs — Voicemail URLs were not playable in new Call Logs. Fixed playback functionality for voicemail recordings.

Caller Name in Locked/Closed App Notifications — Caller contact name was not shown when the app was closed or the phone was locked. Updated notification handling to display caller details correctly.

Queue Stuck on Consult Transfer — Calls were getting stuck in queue during consult transfer scenarios. Resolved queue handling logic to ensure smooth call progression.

Answered Calls Marked as Missed — Answered calls were incorrectly marked as missed in certain edge cases. Corrected call state handling to ensure accurate call status.

Queue Disruption via WebSocket Breakage — Call queue disruptions occurred due to WebSocket breakage between services. Improved WebSocket stability between MyQueue service and Asterisk ARI.

Incorrect Call Flow to Feedback IVR — Incorrect call flow observed for calls transferred to Feedback IVR. Fixed routing logic to ensure accurate IVR call flow.

Interaction Hub Access with Azure SSO — Users were unable to access Interaction Hub when Azure SSO was enabled. Resolved authentication issue to restore seamless access.

👉 Insights 🚀

1. Xtract Configuration Console

For: Admin

1.1) What's New?

A dedicated configuration console is now available in Xtract, allowing admins to manage and customize extraction settings from a centralized interface.

1.2) What are the benefits?

Simplifies setup and management of Xtract configurations without needing to navigate multiple sections.

1.3) How to use?

Go to Xtract and open the Configuration Console to manage your settings.

2. Universal Timezone Accessibility in CDRs 🌐

For: Users / Admin / Supervisor

2.1) What's New?

Call Detail Records (CDRs) now support universal timezone settings, ensuring records are displayed in the user's local or preferred timezone.

2.2) What are the benefits?

Eliminates confusion caused by timezone mismatches when reviewing call records across different regions.

2.3) How to use?

Access CDRs as usual — records will now reflect the configured timezone automatically.

3. KPI Addition: "Pre Call Work Duration" in DAPR

For: Users / Admin / Supervisor

3.1) What's New?

A new KPI, "Pre Call Work Duration," has been added to DAPR, tracking the time agents spend on preparation before connecting a call.

3.2) What are the benefits?

Provides deeper insight into agent productivity and helps supervisors identify areas for workflow improvement.

3.3) How to use?

Navigate to DAPR and look for the "Pre Call Work Duration" metric in the KPI section.

4. Reason Key in Call Detail Page

For: Users / Admin / Supervisor

4.1) What's New?

A Reason Key is now visible on the Call Detail Page, showing the reason associated with a call's status or disposition.

4.2) What are the benefits?

Gives agents and supervisors quick context on call outcomes without needing to dig into additional logs.

4.3) How to use?

Open any call record from the Call Detail Page to view the Reason Key associated with that call.

5. User Filter in Video Analytics 🎥

For: Users / Admin / Supervisor

5.1) What's New?

A User Filter has been added to Video Analytics, allowing you to filter analytics data by specific users or agents.

5.2) What are the benefits?

Makes it easier to track and evaluate individual agent performance within video interactions.

5.3) How to use?

Go to Video Analytics and use the User Filter option to narrow down data by agent or user.

6. Activity Log Enhancement for Lead Addition IP Tracking

For: Users / Admin / Supervisor

6.1) What's New?

The Activity Log now captures and displays the IP address from which a lead was added to the system.

6.2) What are the benefits?

Improves accountability and helps admins monitor the source of lead entries for security and auditing purposes.

6.3) How to use?

Visit the Activity Log and check the IP tracking column when reviewing lead addition events.

7. Forced Agent Logout Tracking & Audit Logs

For: Users / Admin / Supervisor

7.1) What's New?

The system now logs instances where agents are forcefully logged out, capturing details such as time, agent name, and who initiated the action.

7.2) What are the benefits?

Enhances oversight and accountability by maintaining a clear audit trail of forced logout events.

7.3) How to use?

Access the Audit Logs section to review forced logout events and associated details.

8. Xtract Addition: Sentiment Card 💬

For: Users / Admin / Supervisor

8.1) What's New?

A Sentiment Card has been added to Xtract, providing a visual summary of customer sentiment derived from interactions.

8.2) What are the benefits?

Enables quick assessment of customer mood and interaction quality, helping teams prioritize follow-ups and coaching.

8.3) How to use?

Open Xtract and navigate to the Sentiment Card section to view sentiment analysis for your interactions.

🐞 Bug Fixes

Wrap & Hold Duration in Agent Performance Dashboard — Wrap duration and hold duration were not updating correctly. This has now been fixed.

Break Duration in Activity Log — Break duration was displaying incorrect numbers in the Activity Log. This has now been resolved.

Missing Data in Missed Call Reports — Data was missing in Missed Call Reports for some customers. Reports now display complete data.

👉 Dialer 📞

1. Dialer Agent Panel Session Management Optimization Across Tabs and Browsers

For: Users / Admin / Supervisor

1.1) What's New?

The dialer panel now intelligently detects and consolidates active sessions when agents work across multiple browser tabs or windows, preventing duplicate or conflicting states that could disrupt outbound call routing. Agents will experience a seamless, consistent dialer panel state regardless of how many tabs or browser instances are open, and supervisors will see accurate real-time agent availability reflected in queue dashboards.

1.2) What are the benefits?

Ensures supervisor dashboards and queue monitoring tools reflect accurate agent status in real time, supporting better workforce decisions and SLA adherence, and minimizes dropped or misdirected outbound calls resulting from duplicate session conflicts.

1.3) How to use?

No action required. Log in and open the dialer panel as usual to benefit from this update.

2. Manual Dial Calls via Click to Call API 🖱️

For: Users / Admin / Supervisor

2.1) What's New?

The Dialer now supports manual outbound calling through the Click-to-Call API, enabling agents to initiate calls directly from customer records, tickets, or CRM interfaces with a single click. This integration connects the Manual Dial with your existing Click-to-Call workflow, eliminating the need for agents to manually key in phone numbers.

2.2) What are the benefits?

Reduces agent handle time by removing manual number entry, minimizes misdials and wrong-number contacts improving outbound connection rates, and streamlines outbound workflows by enabling one-click calling from CRM records or ticketing systems.

2.3) How to use?

Use the existing Click to Call API with the following request body:

{
  "async": 1,
  "agent_number": "0601873330039",
  "destination_number": "7906334618",
  "type": "dialer"
}

3. Lead Details on Hover in Manual Dial Section

For: Users

3.1) What's New?

The manual dial section now displays a contextual lead details tooltip when hovering over a lead entry. This surfaces key lead information — such as contact name and company name — directly within the dialing interface without requiring navigation to a separate record, streamlining the pre-call review process.

3.2) What are the benefits?

Reduces pre-call preparation time by surfacing lead context inline, and enables supervisors to quickly verify lead accuracy and prioritization before calls are placed.

3.3) How to use?

No action required. Log in and open the dialer panel as usual to benefit from this update.

4. Bulk Upload: Lead Phone Number Length Validation (10–13 Digits) ✅

For: Admin / Supervisor

4.1) What's New?

The Bulk Upload feature now enforces a digit length validation rule for lead phone numbers, accepting only numbers between 10 and 13 digits. Records containing phone numbers outside this range will be flagged and rejected during the upload process.

4.2) What are the benefits?

Reduces failed call attempts and wasted agent time, improves lead data quality at the point of entry, and minimizes manual cleanup effort by catching invalid records automatically during upload rather than after campaign launch.

4.3) How to use?

Log in as a Supervisor or Admin and navigate to the Bulk Upload section under Lead List.
Prepare your lead file ensuring all phone numbers contain between 10 and 13 digits, with no spaces, dashes, or special characters.
Upload your lead file as usual — the system will automatically validate each phone number during processing.
Review the upload summary report — records with phone numbers outside the 10–13 digit range will be listed as rejected with a validation error, allowing you to correct and re-upload those entries.

5. Custom Hold Music for Ratio Calls 🎵

For: Admin / Supervisor

5.1) What's New?

Supervisors and Admins can now configure custom hold music specifically for Ratio calls, allowing tailored audio experiences during queue wait times. Unique audio tracks can be uploaded and assigned to Ratio call flows, separate from standard queue hold music settings, supporting brand-aligned or campaign-specific audio.

5.2) What are the benefits?

Improves caller experience and CSAT with on-brand hold audio, increases flexibility for campaign management with distinct hold music per Ratio call flow without impacting other queue configurations, and reduces caller abandonment rates with a more engaging hold experience.

5.3) How to use?

Log in as a Supervisor or Admin and navigate to Dialer Campaign.
Select Customised Ratio Hold Music and click Save.

6. WhatsApp Business Account (WABA) Support for Masked Number Interactions

For: Users

6.1) What's New?

Supervisors and Admins can now enable WhatsApp Business Account (WABA) messaging on interactions where the customer's phone number is masked for privacy compliance. Previously, WABA messaging was only available when a full, unmasked number was present. This update allows agents to engage customers over WhatsApp even when number masking policies are in place, ensuring consistent omnichannel routing without compromising data privacy requirements.

6.2) What are the benefits?

Strengthens compliance posture by supporting WABA engagement without exposing or storing unmasked customer numbers, helping contact centers meet regional data privacy regulations without sacrificing digital channel coverage.

6.3) How to use?

No action required. Log in and open the dialer panel as usual to benefit from this update.

7. Campaign-Scoped Lead History Visibility 🗂️

For: Users

7.1) What's New?

Lead history is now displayed on a per-campaign basis, meaning agents and supervisors can only view lead interaction records that belong to the specific campaign they are currently working within. Previously, lead history was accessible across all campaigns, which could surface irrelevant or sensitive data from unrelated campaigns.

7.2) What are the benefits?

Users can review lead interaction history within the correct campaign context, reducing confusion and improving the accuracy of performance monitoring. Campaign data isolation minimizes the risk of agents acting on outdated or irrelevant history, and administrators gain tighter control over data visibility across campaigns to support compliance requirements.

7.3) How to use?

No action required. Log in and open the dialer panel as usual to benefit from this update.

8. Real-Time Report Enhancements: Agent First Login Time & Total Logged-Out Agent Count 📊

For: Supervisors / Admins

8.1) What's New?

The Real-Time Report now displays each agent's First Login Time for the current shift, and a new Total Logged-Out Agent Count metric has been added, showing the number of agents currently signed out across your queues.

8.2) What are the benefits?

Improves shift adherence monitoring by quickly identifying agents who logged in late or have not yet started their session, reduces queue coverage gaps by tracking logged-out agents in real time, and streamlines workforce management by consolidating login activity and availability data into a single real-time view.

8.3) How to use?

No action required. Open the Real-Time Report as usual to benefit from this update.

9. Lead Fetch Button on UI 🔄

For: Users

9.1) What's New?

In case lead details are not visible on the agent pane, the user can click the Lead Fetch Button to retrieve lead details on demand.

9.2) What are the benefits?

Minimizes workflow errors by standardizing the lead fetch and assignment process.

9.3) How to use?

No action required. The Lead Fetch Button will be visible in the agent pane when needed.

🐞 Bug Fixes

Alternate Number Checkbox in Dial Out — The dial alternate number checkbox was not working in Dial Out for each call. Fixed the dial-out workflow so the alternate number checkbox now functions correctly.

Agent 1 Session During Blind Transfer — Agent 1 session was not being cleared during blind transfer, causing the call to be missed when the agent became ready in auto-answer mode. Updated blind transfer handling to clear the session properly.

Call Recording for Quick Transfer — Call recording was not available for quick transfer scenarios involving consult or conference transfer. Enabled call recording support for these flows.

Recording Transfer from Auto-Attendant/IVR to Dialer — Call recording was being transferred incorrectly from auto-attendant/IVR to the dialer. Corrected the transfer logic and verified call recording behavior.

Agent Logout During Progressive Dialing — Agents were unable to log out while using progressive dialing. Fixed the logout flow so agents can now log out successfully.

👉 Campaigns 📣

🐞 Bug Fixes

Large Contact Sets Not Emailed — Contact data exceeded 20,000 records but there was no automated option to send contacts via email. Added support to email contacts when the data volume crosses 20,000 records.

Leads Not Dialed After Push to Active Campaign — Leads pushed to an active campaign were not getting dialed even after being assigned. Fixed the lead ingestion and dialing flow so leads added to an active campaign are now correctly picked up and dialed.

👉 Integrations 🔗

1. Whitelisting of Embedded URLs in Custom Connector – DIY

For: Admin / Supervisor

1.1) What's New?

Teams can now whitelist embedded URLs directly inside custom connector settings — fully self-serve, no support request needed. Add, edit, or remove domains anytime.

1.2) What are the benefits?

Faster setup for teams embedding third-party tools or internal dashboards inside the dialer. What previously required backend support is now fully self-served.

1.3) How to use?

Go to Integrations icon → Custom Connector Account Authorisation → Configure. Name the integration, select Whitelist Domains as the auth method, enter a domain URL, click Add Domain, then Submit.

2. Dialer CRM Diagnostic Suite (BETA) 🔬

For: Admin / Supervisor / Developer

2.1) What's New?

A one-click diagnostic tool that validates CRM permissions and dialer configuration before agents start calling — catching token, permission, and config issues before they affect live calls.

2.2) What are the benefits?

Agents start shifts with confidence knowing their CRM connection is fully healthy, reducing failed calls and support escalations.

2.3) How to use?

Go to Integrations → Open any integration (dialer) → Test Integration BETA tab, then click Run All Tests. Each card (Token Validity, Query Leads, Lead Permissions, and Contact Permissions) runs in sequence and shows Pass, Fail, or Skipped with full request and response details.

3. Internal Call Exclusion

For: Users / Admin / Supervisor

3.1) What's New?

A toggle and prefix input field lets admins exclude internal calls from being logged in the CRM. Any call matching the configured prefix is automatically filtered out.

3.2) What are the benefits?

Keeps CRM call data clean and relevant — internal team calls no longer pollute agent logs, making reporting more accurate and reducing noise for supervisors reviewing call history.

3.3) How to use?

Go to Settings and enable the Internal Call Exclusion toggle.

4. Improved Ticket Assignment Accuracy in Zoho Desk

For: Users

4.1) What's New?

Ticket assignment in Zoho Desk now uses agent-specific logic instead of contact owner-based logic. Tickets are routed to the agent who actually handled the call, identified via the userName key in the call log payload.

4.2) What are the benefits?

Tickets land with the right agent every time — ensuring correct ownership, better accountability, and fairer workload distribution. Supervisors get a more accurate picture of each agent's activity.

4.3) How to use?

No action required. The fix is applied automatically in the background.

5. Strengthened Redirection Flow in Salesforce Dialer

For: Users

5.1) What's New?

The Record ID is now passed alongside the phone number during redirect. Salesforce Dialer uses this to go directly to the correct record first, only falling back to a broader search if needed.

5.2) What are the benefits?

Faster, more accurate navigation to the right record on every redirect across all supported Salesforce entities. Agents spend less time waiting and searching, with zero impact on existing calling or logging workflows.

5.3) How to use?

No action required. The improvement works automatically in the background.

🐞 Bug Fixes

Lead Creation Flow in LSQ Dialler — A 500 error in the fetch task API was triggered when dialing a new number with no existing data. The API now returns a valid response without impacting the calling flow.

Call Duration in Zoho — Call duration sent to Zoho was incorrect as it included ring time accumulated from previous agents in the department queue. Corrected to exclude this ring time.

👉 Messaging 💬

1. Vendor Validations for Media

For: Backend Optimization

1.1) What's New?

Media uploads and messages are now validated not only against Meta standards but also against vendor-specific media requirements. This ensures media compatibility checks happen before content is processed through the respective vendor.

1.2) What are the benefits?

Reduces chances of silent media delivery failures at the vendor level, improves consistency and reliability of media delivery across channels, and helps identify invalid media formats or unsupported files earlier in the flow.

1.3) How to use?

No configuration changes required. Vendor validations are automatically applied during the media processing flow.

2. BYOP – POST API Support

For: Admin

2.1) What's New?

The Bring Your Own Provider (BYOP) framework now supports providers that use POST APIs in addition to existing GET API support. This enhancement allows integration with a wider range of third-party providers and onboarding workflows.

2.2) What are the benefits?

Enables onboarding of providers that rely on POST-based APIs and expands compatibility with a broader set of client infrastructures.

2.3) How to use?

Admins can now configure both GET and POST API-based providers within the BYOP framework without requiring any migration for existing integrations.

👉 Console 🖥️

1. Billing Dashboard — Button Improvement

For: Admin

1.1) What's New?

The Billing Dashboard has been redesigned to reduce visual clutter. Previously, multiple action buttons (Add Balance, Set Balance Threshold, Adjust Balance, Send Payment Link, Add Product, Add Subscriptions) were displayed individually across the Products and Subscriptions section. These are now consolidated into two clean dropdown menus — Balance and Auto Settings — making the interface significantly easier to navigate.

1.2) What are the benefits?

Cleaner, less cluttered billing UI makes it easier to find actions at a glance, and related actions are grouped logically under relevant dropdowns, reducing confusion.

1.3) How to use?

Go to Billing Dashboard — you will now see two dropdown buttons:

Balance — contains Add Balance and Set Balance Threshold.
Auto Settings — contains Enable AutoPay and Auto Recharge options.

Click the relevant dropdown and select the action you need.

👉 API and Webhook 🕸️

1. `stream_duration` Key in Hangup Webhook Response 🎙️

For: Users / Admin / Supervisor

1.1) What's New?

A new key, stream_duration, has been added to the hangup webhook response to capture the total time a customer spends interacting through streaming (for example, bot interaction before connecting to an agent).

Key: $stream_duration
Description: Represents the duration of customer interaction via streaming before the call is connected to an agent or terminated.

1.2) What are the benefits?

Enables tracking of customer-bot interaction duration separately from overall call duration, helps measure bot engagement and containment efficiency, improves reporting and analytics for conversational AI workflows, assists in identifying delays before agent connection, and is useful for performance monitoring and customer experience analysis.

1.3) How to use?

The stream_duration field is available in the hangup webhook payload.

Example payload:

{
  "call_id": "123456",
  "hangup_cause": "NORMAL_CLEARING",
  "stream_duration": "45"
}

A stream_duration value of 45 indicates the customer spent 45 seconds interacting through the streaming/bot flow before the call ended or was transferred to an agent.

2. Webhook and API Log Page Migration to React Framework ⚛️

For: Users / Admin / Supervisor

2.1) What's New?

The Webhook and API Log pages are being migrated to the React framework, providing a modernized frontend architecture with improved responsiveness, maintainability, and scalability.

2.2) What are the benefits?

Improved page performance and faster loading, enhanced UI responsiveness and smoother interactions, better scalability for future feature additions, improved maintainability with a modular frontend architecture, consistent user experience across platform modules, and easier debugging and faster development cycles.

2.3) How to use?

No action required. Access the Webhook and API Log pages through the existing navigation flow. The updated React-based pages will deliver faster data rendering, improved filtering and search experience, better responsiveness across devices and browsers, and enhanced stability for large log datasets. Functionality and access flow remain unchanged.

3. Indexing Support in API Dialplan and Webhook

For: Admin / Developer

3.1) What's New?

Indexing support is being introduced in API Dialplan and Webhook processing to enable direct access to specific fields within array-based objects in API and webhook payloads. Currently, complete object arrays are returned for parameters such as answered_agent, requiring customers to parse the entire response structure. With this enhancement, users can directly reference and map individual object attributes using indexed field notation.

3.2) What are the benefits?

Simplifies extraction of nested object values, eliminates additional parsing logic at the customer end, enables cleaner and more readable webhook payload configurations, improves integration efficiency with CRMs, dialers, analytics tools, and third-party systems, enhances flexibility for custom workflows, and reduces payload complexity by allowing only required fields to be mapped.

3.3) How to use?

Use indexed notation directly in API Dialplan and Webhook configurations with the following syntax:

$object.index.field

Example — Updated Request:

"agent_id": "$answered_agent.1.id",
"agent_name": "$answered_agent.1.name",
"agent_number": "$answered_agent.1.number",
"agent_email": "$answered_agent.1.email"

Example — Updated Response:

{
  "agent_id": "0502XXX0262",
  "agent_name": "VXXXngh",
  "agent_number": "Extension-06028XXXX088",
  "agent_email": "[email protected]"
}

These indexed values can be mapped directly into custom webhook payloads, API responses, CRM fields, and dialplan variables.

4. Dedicated DTMF Failure Recordings in API Dialplan

For: Admin / Developer

4.1) What's New?

The API Dialplan DTMF configuration now supports separate recordings for specific failure scenarios — invalid input, no input, and timeout conditions — replacing the single generic recording previously used.

Current Configuration:

[
  {
    "recording": {
      "type": "system",
      "data": "8XX6"
    },
    "dtmf": {
      "minLength": 4,
      "maxLength": 5,
      "retry": 3,
      "digit_timeout": 20
    }
  }
]

Enhanced Configuration:

[
  {
    "recording": {
      "invalid_input_recording": {
        "type": "system",
        "data": "8XX6"
      },
      "no_input_recording": {
        "type": "system",
        "data": "8XX6"
      },
      "timeout_recording": {
        "type": "system",
        "data": "8XX6"
      },
      "failover_destination": {}
    }
  }
]

4.2) What are the benefits?

Provides customized prompts for different DTMF failure scenarios, improves customer interaction flow and IVR experience, enhances retry handling for invalid or incomplete inputs, reduces customer confusion with context-specific guidance, improves call completion rates, enables better failover handling, and offers greater flexibility for complex IVR and API Dialplan configurations.

4.3) How to use?

Configure separate recordings within the API Dialplan for the following supported parameters:

"invalid_input_recording": {}
"no_input_recording": {}
"timeout_recording": {}

Example use cases:

Play a retry prompt when the customer enters an invalid option.
Play a reminder prompt when no input is received.
Play a timeout-specific message when the customer exceeds the configured digit timeout duration.
Route calls to a failover destination after configured retry attempts are exhausted.

🐞 Bug Fixes

Missing custom_leads Data in Broadcast Webhook — Custom lead field values were missing from broadcast webhook responses, with only default field values being returned. Both default and custom lead field data are now included in the payload.

Incorrect "No Webhooks in Account" Message After Deletion — Deleting webhooks on the first page incorrectly displayed "No Webhooks in the Account" due to improper pagination refresh handling. Webhook listing and status representation after deletion are now accurate.

👉 Voice Streaming & SIP Trunking 📶

1. SIP Trunking Configuration Page – Phase 1 (Alpha) 🔌

For: Super Admin / Users / Admin / Supervisor

1.1) What's New?

As part of the Alpha phase of SIP Trunking, a basic self-serve configuration page has been introduced on the platform. Until now, SIP Trunking setup was managed from the backend with the support of the Engineering Team. With this release, users can now configure the Origination URI directly from the platform to enable forwarding of incoming calls received on a DID to the customer's own SIP server.

SIP Trunking continues to remain in Alpha, and this release is the first step toward making configuration more self-serve.

1.2) What are the benefits?

Removes the need for Engineering Team involvement for basic SIP trunk configuration updates, helps Operations and customer-facing teams set up SIP Trunking more quickly from the UI, gives users direct control to configure the customer-side SIP endpoint for inbound call forwarding, and establishes the foundation for future SIP Trunking self-serve enhancements.

Note: The Firewall Whitelisting step will continue to require coordination with NOC, SRE, Network, and Security Teams.

1.3) How to use?

Log in to your Infocomm account.
Navigate to Services → System Recordings.
Click Upload Recording.
In Select Recording Type, choose the Create Recording radio button.
Select your desired Input Speech Language followed by Input Speech Voice.
Enter your Input Speech Text.
Click Generate.

🚀 Acefone May 2026 Product Release Notes

👉 Interaction Hub (UIX) 🔗

1. 16KB Memory Page Size Support (Android)

2. Labels for VDR in Unified Inbox

3. Customer Number Visibility in Interaction Pane

4. Contact Number Visibility in Desktop App

5. Optional Call Notes with Labels

6. Bluetooth Device Support (Mobile App) 🎧

7. Improved Extension Re-Registration Experience

8. Single Info Drawer in Interaction Hub

9. Improved M2M Number Dialing Logic

10. Laravel Version Upgrade ⚙️

👉 Insights 🚀

1. Xtract Configuration Console

2. Universal Timezone Accessibility in CDRs 🌐

3. KPI Addition: "Pre Call Work Duration" in DAPR

4. Reason Key in Call Detail Page

5. User Filter in Video Analytics 🎥

6. Activity Log Enhancement for Lead Addition IP Tracking

7. Forced Agent Logout Tracking & Audit Logs

8. Xtract Addition: Sentiment Card 💬

👉 Dialer 📞

1. Dialer Agent Panel Session Management Optimization Across Tabs and Browsers

2. Manual Dial Calls via Click to Call API 🖱️

3. Lead Details on Hover in Manual Dial Section

4. Bulk Upload: Lead Phone Number Length Validation (10–13 Digits) ✅

5. Custom Hold Music for Ratio Calls 🎵

6. WhatsApp Business Account (WABA) Support for Masked Number Interactions

7. Campaign-Scoped Lead History Visibility 🗂️

8. Real-Time Report Enhancements: Agent First Login Time & Total Logged-Out Agent Count 📊

9. Lead Fetch Button on UI 🔄

👉 Campaigns 📣

👉 Integrations 🔗

1. Whitelisting of Embedded URLs in Custom Connector – DIY

2. Dialer CRM Diagnostic Suite (BETA) 🔬

3. Internal Call Exclusion

4. Improved Ticket Assignment Accuracy in Zoho Desk

5. Strengthened Redirection Flow in Salesforce Dialer

👉 Messaging 💬

1. Vendor Validations for Media

2. BYOP – POST API Support

👉 Console 🖥️

1. Billing Dashboard — Button Improvement

👉 API and Webhook 🕸️

1. stream_duration Key in Hangup Webhook Response 🎙️

2. Webhook and API Log Page Migration to React Framework ⚛️

3. Indexing Support in API Dialplan and Webhook

4. Dedicated DTMF Failure Recordings in API Dialplan

👉 Voice Streaming & SIP Trunking 📶

1. SIP Trunking Configuration Page – Phase 1 (Alpha) 🔌

1. `stream_duration` Key in Hangup Webhook Response 🎙️