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October 2025

18 days ago by Sarthak Srivastava

We’re back with another set of exciting updates across our platform!
This month’s release focuses on improved reliability, reporting accuracy, user experience, and deeper integrations across Acefone products.

💬 Interactions Hub

✨ Enhancements

  • Improved Call Scheduling: Enhanced stability and experience for scheduled calls, including better contact visibility and scheduling from the Agent Mobile App.
  • Reply & Queue Control: Introduced smarter controls for chat queues to prevent overlapping or duplicate interactions.
  • Disposition & Label Enhancements: Dispositions and labels are now easier to configure and limited within defined thresholds for accuracy and usability.
  • Improved Performance: Major optimizations in socket server and log performance for faster interaction updates.

🧱 Upgrades

  • C2C API Enhancements

Added Reference ID for auditing and traceability of Click-to-Call executions (visible in CDR).

Refined API for reliability in mapping contact names and ensuring consistency in CDR.

🐞 Fixes

  • Fixed issue causing outbound calls to get stuck in ringing state.
  • Stabilized Click-to-Call from Extension and resolved related failures.
  • Corrected user_id mismatch in CDR during external transfer.
  • Fixed invalid entries being saved in Time Group settings.
  • Resolved click-to-call failure caused by long contact names.
  • Improved telephony log query optimization for faster load times.
  • Fixed extension call count mismatch in real-time agent reports.
  • Increased softphone registration timeout for better connectivity.
  • Addressed user_id mapping inconsistencies for calls initiated via softphone or custom JSON.

🔜 Coming Soon

  • Voice Bot Context Summary View
  • Video Call Logs within Interaction History
  • Post Chat Analysis and Sensitive Data Masking

🧩 Console

✨ Enhancements

  • New “Teams” Layout: Agent Groups are now called Teams, offering a cleaner layout and automatic team creation for every new account.
  • Concurrent Seat Licensing: Admins can now define how many users can log in simultaneously.

🐞 Fixes

  • Optimized My Numbers & Extensions page for faster load times.
  • Corrected billing amounts in product expiry emails.

🔜 Coming Soon

  • Google SSO – Login securely using your Google account.

💬 Messaging

✨ Enhancements

  • Meta Template & Payment Redirection: Directly manage Meta templates and payment links from within the Channel Hub.
  • Multi-Channel Template Management: Introduced field selection for SMS and WhatsApp templates, ensuring cross-channel compatibility.
  • Video Meeting Connector (AceX): Schedule and manage video meetings directly from your communication console.

🔜 Coming Soon

  • New Template Management UI
  • Geo-tagged Video Meetings
  • Video Logs in Interactions Hub
  • Activity Logs in Channel Hub

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📞 Contact Center Dialer

✨ Enhancements

  • Added Schedule Call and DND fields at sub-status level for improved tracking.
  • Enhanced Dialer Call Report for better visibility and analytics.
  • Introduced Sub-Disposition Field in Lead Lists for deeper outcome classification.

🐞 Fixes

  • Fixed reporting mismatch in In/Out call duration.
  • Corrected merge issue between Scheduled and Ratio Dial Calls.
  • Improved Lead ID logging and deletion consistency.
  • Fixed Manual Dial paste issue (Mac users).
  • Resolved call recordings not syncing to webhook.

🔜 Coming Soon

  • Timezone-based calling for better scheduling and region-specific campaign management.

📢 Campaigns / Outreach

🐞 Fixes

  • Changes in Delete Broadcast Permission - Only the users who has the delete broadcast campaign enabled will be able to delete the campaign.
  • Bulk deletion of leads through CSV from lead list bug has been resolved.

🔗 Integrations

✨ Enhancements

  • Upgraded call duration parameters in IAS/HPBX CRMs for better call-time accuracy.
  • Updated Salesforce HPBX integration UI and app title for clarity.
  • Added Opportunity Module support in Lead Squared UIX integration.

🧠 New Additions

  • Zoho: Missed call disposition now stored in the Notes field.
  • Salesforce: Scheduled callbacks now show exact date and time in reminders.
  • Salesforce HPBX: Account entity added to improve Opportunity tracking.

🐞 Fixes

  • Fixed missed call subject update issue in Freshdesk IAS/HPBX integrations.

🔜 Coming Soon

  • LSQ Service Cloud WebRTC support for auto-ticket creation.
  • Mobile Field Support for IAS integrations.

📊 Insights

✨ Enhancements

  • Department Wallboard now shows Received + Missed Calls per user.
  • CSAT Reports now display Customer Number and Call Date/Time.
  • Insights now live for all clients, processing complete CDR data.
  • C2C Calls now trackable with unique reference IDs for auditing.

🧱 Upgrades

  • Added Transferred and Conference Calls to Agent Performance Dashboard.
  • SIP Trunk Call data now included in custom reports and call flows.
  • Introduced AI-based Post-Call Analytics (Alpha) for sentiment and summary insights.

🐞 Fixes

  • Corrected APR values for midnight calls.
  • Fixed call duration mismatches between APR and CDR.
  • Improved bulk download reliability for call recordings.
  • Eliminated duplicate CDR creation in logs.

🔜 Coming Soon

  • Broadcast Detail Record (BDR)
  • Messaging Dashboard
  • Video Detail Record (VDR)

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⚙️ APIs & Webhooks

✨ Enhancements

  • Added custom ring timeout parameter for Click-to-Call API.
  • Enabled transfer feature within Dialer Inbound Queue.
  • Added Reference ID support for Click-to-Call executions (visible in reports).

🧱 Upgrades

  • Internal mapping support for custom response formats in API Dial plan.

🐞 Fixes

  • Fixed hang-up event mismatch during transfers.
  • Resolved webhook trigger issues for multi-DID configurations.

🔜 Coming Soon

  • Standardized hang-up reason codes
  • Call Transcription and Summary Display API for Voice Bots and Agents.

🔊 Voice

✨ Enhancements

  • Stabilized SIP Trunking Alpha with billing support via Default Product.
  • Introduced unlimited concurrency support for enterprise use (Beta upcoming).

🐞 Fixes

  • Fixed File Watcher Limit issue in Call Recording Service.
  • Reduced retry delays for call recording uploads (AWS/SFTP).

🔜 Coming Soon

  • Dynamic WebSocket Support in Voice Streaming.
  • Voice Streaming Billing Enablement.
  • Bring Your Own Storage (BYOS) validation testing.

💡 Highlights This Month

  • Improved product stability, security, and concurrency across Console and Voice.
  • Enhanced reporting accuracy across Dialer, Insights, and Integrations.
  • Strengthened omnichannel capabilities through Meta, WhatsApp, Salesforce, and Truecaller.
  • Upcoming focus: Google SSO, AI Analytics, and WhatsApp Broadcast.

✅ All features are automatically available for active customers unless stated as “Coming Soon.”
For questions, contact your Customer Success Manager or Acefone Support.