*** 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
Agents can now transfer calls to departments using internal extensions. * **Enhanced Conversation Info** ACEFONE INFOCOMM
High-level call and interaction details are now visible within each conversation. * **Contact Management Enhancements** ACEFONE INFOCOMM * 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
Only calls assigned to the logged-in agent are now shown in the Interactions Hub. * **UI Improvements** ACEFONE INFOCOMM * 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
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. ![image-20250709-132223.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-132223.png?version=1\&modificationDate=1752067346066\&cacheVersion=1\&api=v2\&width=736\&height=335) ![image-20250709-132248.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-132248.png?version=1\&modificationDate=1752067370601\&cacheVersion=1\&api=v2\&width=760\&height=351) ![image-20250709-132311.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-132311.png?version=1\&modificationDate=1752067393896\&cacheVersion=1\&api=v2\&width=760\&height=345)
![image-20250709-132353.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-132353.png?version=1\&modificationDate=1752067436130\&cacheVersion=1\&api=v2\&width=760\&height=368) ![image-20250709-132456.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-132456.png?version=1\&modificationDate=1752067498725\&cacheVersion=1\&api=v2\&width=760\&height=347) ![image-20250709-132521.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-132521.png?version=1\&modificationDate=1752067523915\&cacheVersion=1\&api=v2\&width=760\&height=350) ### 🛠 Bug Fixes ACEFONE INFOCOMM * 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. * 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 * **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 * **New Number Series** available to customers on Acefone * **Encrypted Draft Messages** with double-click-to-initiate interactionsACEFONE INFOCOMM * **Extension Status Page** now shows session details ACEFONE INFOCOMM * **Composer Improvements**:
Composer now supports keyboard shortcuts for enhancements in message composing experience. * `Enter` = new line * `Ctrl/Cmd + Enter` = send message ACEFONE INFOCOMM * **Meta Interactive Message Wrapper – Call Button with Call Permission** ACEFONE INFOCOMM
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
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
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 Search**ACEFONE INFOCOMM
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
HPBX call detail records now include **call start and end timestamps** for more accurate reporting and troubleshooting. **✉️ Zendesk Ticket Subject Protection**ACEFONE INFOCOMM
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 Center**ACEFONE INFOCOMM
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
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 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** ![image-20250709-101100.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-101100.png?version=1\&modificationDate=1752055863205\&cacheVersion=1\&api=v2\&width=760\&height=398) ### 📞 Click-to-Call Just Got Smarter — Now with Voice Bot TransparencyACEFONE INFOCOMM 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 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 ![image-20250709-101007.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-101007.png?version=1\&modificationDate=1752055810778\&cacheVersion=1\&api=v2\&width=736\&height=485) ![image-20250709-132701.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-132701.png?version=1\&modificationDate=1752067623715\&cacheVersion=1\&api=v2\&width=760\&height=327) 🐳 **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 ![image-20250709-101302.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-101302.png?version=1\&modificationDate=1752055985330\&cacheVersion=1\&api=v2\&width=736\&height=383) *** ## 🈸 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 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 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 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. ![image-20250709-101706.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-101706.png?version=1\&modificationDate=1752056229203\&cacheVersion=1\&api=v2\&width=694\&height=525) **🔄 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. ![image-20250709-101728.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-101728.png?version=1\&modificationDate=1752056251678\&cacheVersion=1\&api=v2\&width=760\&height=439) **📡 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 ![image-20250709-102127.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-102127.png?version=1\&modificationDate=1752056490209\&cacheVersion=1\&api=v2\&width=592\&height=562)
**🏦 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. ![image-20250709-101851.png](https://pm-acefone.atlassian.net/wiki/download/thumbnails/1028849665/image-20250709-101851.png?version=1\&modificationDate=1752056334110\&cacheVersion=1\&api=v2\&width=760\&height=530)
### 🧩 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
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
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
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 Issue**ACEFONE INFOCOMM
Fixed: Agents can now delete scheduled callbacks created by other agents without issue. * **Preview Call Retry Logic**ACEFONE INFOCOMM
Fixed: Preview calls will **no longer retry** if the retry count is set to zero in campaign settings. * **Agent Performance Report Correction**ACEFONE INFOCOMM
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 **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
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
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
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. ***

Changelog