september 2025
18 days ago by Sarthak Srivastava
We’re excited to bring you the September 2025 updates across Acefone and Smartflo. This month’s release focuses on scalability, smarter reporting, more flexible APIs, and richer interaction handling.
🔹 Interactions Hub
✨ User Experience Upgrades
- Smarter Schedule Calls
- If scheduled calls exceed 20k, the system will now automatically send an email alert.
- Helps teams avoid missing calls due to overscheduling.
- Enhanced Reply & Interactive Messaging – Phase II
- Richer interactive messaging and smoother agent reply handling.
- Improves customer engagement and faster resolutions.
- Intercom Support in Destination API
- Now supported for more flexible call routing in custom integrations.
- Improved Interaction Queries
- You can now fetch conversation and interaction data by DID/Agent.
- Ensures CDR reports reflect the right owner and improves data accuracy.
- Configurable Agent Disposition (Labels)
- Control how many labels can be selected per interaction.
- Cleaner UI makes it easier for agents to classify calls quickly.
- Agent State Management
- Agents now have a clear available/busy toggle and proper logout handling.
- Activity logs track changes to improve accountability.
- Richer CDR Records
- Even if alternate numbers are used, the contact name and ID will now be shown.
- Reduces confusion and ensures complete traceability.
⚡ Enhancements
- Route Calls via Mobile or Extension: Flexibility to handle calls even when away from desktop.
- Android SDK Update to v35: Ensures compliance, stability, and app store readiness.
- Multiple Label Selections: Agents can now apply multiple labels when required.
- Agent Mobile App:
- Privacy policy and T&C tabs added to the login page for compliance.
- Contact refresh improvements for faster sync.
- Schedule call experience tied to contact improvements for smoother workflows.
🐞 Fixes
- More reliable softphone experience (masking, memory fixes, call status alignment).
- Better handling of contact refresh, CDR updates, and alternate numbers.
- Agent mobile app is more stable on iOS (keyboard flicker fixed).
- Windows app error resolved.
🔹 Console
⚡ Enhancements
- Add User in Product
- Enable customer to edit the product and select/deselect the user.
- Supervisor Limit
- Added a restriction for Supervisors on account level.
🔹 Insights
✨ Enhancements
- Custom Dialer Agent & Break Metrics
- Total Wrap-Up Duration" and "Not Connected Duration" added to post-call activity and idle times.
- Helps managers optimize agent productivity.
- Email ID in Custom APR Report
- New column added for clearer identification of agents and users.
- Improves audits and performance tracking accuracy.
- Customer Names for Primary & Secondary Numbers
- Customer names are now shown consistently in CDRs, even when alternate number is used.
- Eliminates mismatches and ensures better reporting.
⚡ Upgrades
- Message Detail Record (MDR)
- Now track WhatsApp/SMS interactions at the message level.
- Apply detailed filters for analysis.
- Export reports for sharing and evaluation.
📅 Coming Soon
- Video Detail Record (VDR) + AI Post-Call Analytics
- Deeper insights into voice and video interactions.
- AI-powered analytics to evaluate call quality and customer outcomes.
🐞 Fixes
- Corrected mismatches between CSV exports and CDR logs.
- Fixed UI issues with call disconnection reasons not updating.
🔹 APIs & Webhook
✨ Enhancements
- API Dial Plan Redesign
- Cleaner page design for consistency.
- Calls can now be transferred to agents more smoothly through inbound queues.
🆕 New Features
- New Webhook Triggers
- Capture events when a call is dialed on agent or answered by agent.
- Announcement Recordings
- Play announcements in dial plan calls after agent-customer connect.
📅 Coming Soon
- Customer-Defined Data Formats
- Internal mapping support to align API outputs with customer-specific requirements.
🔹 Voice
✨ Enhancements
- Two-Way Audio Streaming – Stateless Architecture
- Fully redesigned for scalability and reliability.
- Independent scaling of servers for handling higher concurrency.
- More reliable during peak loads with faster recovery.
- Future-ready design to support thousands of simultaneous channels.
🆕 New Feature
- SIP Trunking (Alpha) – Servetel Infocomm
- Enterprises can now connect SIP infrastructure (PBX, SBC, Voice Bots) with Acefone backbone.
- Secure origination/termination of PSTN calls.
- Trunk-level CDRs for reporting and monitoring.
🔹 Integrations
🆕 New Features
- Leadsquared Service Cloud Integration: Full CC integration with native UTC.
- Salesforce HPBX: Opportunity module now supported.
- New Disposition Fields: Name and code fields added across CC integrations.
- N-Level Disposition: Salesforce now supports up to 5 levels of call dispositions.
- Dynamic URL Whitelisting: Available for third-party integrations.
⚡ Enhancements
- HubSpot: Contact-ticket mapping added.
- Salesforce & Zoho: Search enabled on mobile field for better matching.
🔹 Contact Center Dialer
✨ Enhancements
- Export DND List: Easily download your DND list.
- Sticky Agent Feature
- Configure how incoming calls behave when an agent is busy.
- Choose to automatically hang up or transfer to the next available agent.
- Webhook Improvements: Agent number can now be passed without prefixes.
- Inbound Queue Priority: Define queue priority for campaigns.
🐞 Fixes
- Queue duration issues resolved.
- Predictive dialer improved for reliability.
📅 Coming Soon
- Custom Fields in Lead Lists: Add new fields to existing lists without recreating them.
🔹 Campaigns
🐞 Fixes
- Broadcast APIs made more reliable:
- Numberwise trunk parameter.
- Concurrent limit parameter.
- Start & update broadcast parameters.
📅 Coming Soon
- WhatsApp Broadcast: Run campaigns via WhatsApp (coming soon).
✅ These updates are now live across platforms. For any questions, please contact your account manager or support team.