CallCorp - Notice history

Maintenance Type: Planned
Purpose: Deploy minor release 25.3.9 to US - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Wednesday January 14, 2026 00:00 (Mountain Time)
End Date and Time: Wednesday January 14, 2026 04:00 (Mountain Time)

There is no downtime expected during this maintenance window

For details of any new features included in this release, please click here:
Minor Release Features

Changelog:
Change Request: Fixed duplicate error messages after long mobile app sessions
Risk: Low
Reference ID: 11021

Change Request: Fix for mobile agents blocked from taking calls due to ‘another instance is running’ warning
Risk: Low
Reference ID: 13653

Change Request: Fix Filter Groups No Longer Hiding MS Teams and WebEx Users
Risk: Low
Reference ID: 13360

Change Request: Fix Voicemail play button now visible in PPL embedded agent Recents view
Risk: Low
Reference ID: 13420

Change Request: Fixed intermittent spacebar deletions in Agent WebChat
Risk: Low
Reference ID: 13648

Change Request: Fixed ‘In Conversation’ column visibility for callback interactions in Queue Handling dashboards
Risk: Low
Reference ID: 13639

Change Request: Fixed Calabrio RTA JSON parsing error for responsecode (boolean vs int)
Risk: Low
Reference ID: 13528

Change Request: Prevented SessionId reference errors when performing outbound consult transfers
Risk: Low
Reference ID: 13531

Change Request: All AI processing moved to Azure OpenAI for HIPAA compliance
Risk: Low
Reference ID: 13637

Change Request: Fixed log errors from Agent queue widget to prevent excessive disk usage
Risk: Low
Reference ID: 13596

Change Request: Fix System CouchDB “Delete” action restored in System UI
Risk: Low
Reference ID: 13633

Change Request: New ‘Callbacks Requested % of Offered’ Metric in Callback Summary Reports
Risk: Low
Reference ID: 13643

Change Request: Improved reliability for screen recording uploads to Azure storage
Risk: Low
Reference ID: 13492

Change Request: Fixes to Callback ‘Not Delivered’ and Divert Metrics
Risk: Low
Reference ID: 13355

Change Request: Fix intermittent DE call state issues observed for users
Risk: Low
Reference ID: 13508

Change Request: Include Chat Transcripts in GDPR Subject Access Requests and Right‑to‑Forget
Risk: Low
Reference ID: 13474

Change Request: Fix calls being closed without a required disposition
Risk: Low
Reference ID: 13475

Change Request: Fix for stuck agents and concurrency issues during high‑volume agentless callbacks
Risk: Low
Reference ID: 13504

Change Request: Fix for missing chat transcript when requeuing chats between agents
Risk: Low
Reference ID: 2272

Change Request: Improved email UI to prevent accidental interaction closures
Risk: Low
Reference ID: 9487

Change Request: Fix for ‘Unknown Contact’ entries in Recent Calls and All Interactions
Risk: Low
Reference ID: 12547

Change Request: Fix random string values in Originator field on Active Contacts dashboard
Risk: Low
Reference ID: 13376

Change Request: Fix intermittent disappearance of high‑volume queues on Queue Handling dashboard
Risk: Low
Reference ID: 13375

Change Request: Fix chat routing failure for newly created Band 2 and 3 contact centers
Risk: Low
Reference ID: 13330

Change Request: Fix Queue Email Signatures Not Added to New and Reply Emails
Risk: Low
Reference ID: 13354

Change Request: Fix for live chat sessions when “Offer Chat Transcript” is disabled
Risk: Low
Reference ID: 13409

Change Request: Removed 300 record limit on user_lookup sync to BYODB
Risk: Low
Reference ID: 13421

Change Request: Add User-Level Filtering to ACD Users Real-Time Dashboard Card
Risk: Low
Reference ID: 13365

Change Request: New “Answered % of Non‑Abandoned” summary metric
Risk: Low
Reference ID: 13344

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Maintenance Type: Planned
Purpose: Deploy minor release 25.3.9 to US - BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Thursday January 8, 2026 00:00 (Mountain Time)
End Date and Time: Thursday January 8, 2026 04:00 (Mountain Time)

There is no downtime expected during this maintenance window

For details of any new features included in this release, please click here:
Minor Release Features

Changelog:
Change Request: Fixed duplicate error messages after long mobile app sessions
Risk: Low
Reference ID: 11021

Change Request: Fix for mobile agents blocked from taking calls due to ‘another instance is running’ warning
Risk: Low
Reference ID: 13653

Change Request: Fix Filter Groups No Longer Hiding MS Teams and WebEx Users
Risk: Low
Reference ID: 13360

Change Request: Fix Voicemail play button now visible in PPL embedded agent Recents view
Risk: Low
Reference ID: 13420

Change Request: Fixed intermittent spacebar deletions in Agent WebChat
Risk: Low
Reference ID: 13648

Change Request: Fixed ‘In Conversation’ column visibility for callback interactions in Queue Handling dashboards
Risk: Low
Reference ID: 13639

Change Request: Fixed Calabrio RTA JSON parsing error for responsecode (boolean vs int)
Risk: Low
Reference ID: 13528

Change Request: Prevented SessionId reference errors when performing outbound consult transfers
Risk: Low
Reference ID: 13531

Change Request: All AI processing moved to Azure OpenAI for HIPAA compliance
Risk: Low
Reference ID: 13637

Change Request: Fixed log errors from Agent queue widget to prevent excessive disk usage
Risk: Low
Reference ID: 13596

Change Request: Fix System CouchDB “Delete” action restored in System UI
Risk: Low
Reference ID: 13633

Change Request: New ‘Callbacks Requested % of Offered’ Metric in Callback Summary Reports
Risk: Low
Reference ID: 13643

Change Request: Improved reliability for screen recording uploads to Azure storage
Risk: Low
Reference ID: 13492

Change Request: Fixes to Callback ‘Not Delivered’ and Divert Metrics
Risk: Low
Reference ID: 13355

Change Request: Fix intermittent DE call state issues observed for users
Risk: Low
Reference ID: 13508

Change Request: Include Chat Transcripts in GDPR Subject Access Requests and Right‑to‑Forget
Risk: Low
Reference ID: 13474

Change Request: Fix calls being closed without a required disposition
Risk: Low
Reference ID: 13475

Change Request: Fix for stuck agents and concurrency issues during high‑volume agentless callbacks
Risk: Low
Reference ID: 13504

Change Request: Fix for missing chat transcript when requeuing chats between agents
Risk: Low
Reference ID: 2272

Change Request: Improved email UI to prevent accidental interaction closures
Risk: Low
Reference ID: 9487

Change Request: Fix for ‘Unknown Contact’ entries in Recent Calls and All Interactions
Risk: Low
Reference ID: 12547

Change Request: Fix random string values in Originator field on Active Contacts dashboard
Risk: Low
Reference ID: 13376

Change Request: Fix intermittent disappearance of high‑volume queues on Queue Handling dashboard
Risk: Low
Reference ID: 13375

Change Request: Fix chat routing failure for newly created Band 2 and 3 contact centers
Risk: Low
Reference ID: 13330

Change Request: Fix Queue Email Signatures Not Added to New and Reply Emails
Risk: Low
Reference ID: 13354

Change Request: Fix for live chat sessions when “Offer Chat Transcript” is disabled
Risk: Low
Reference ID: 13409

Change Request: Removed 300 record limit on user_lookup sync to BYODB
Risk: Low
Reference ID: 13421

Change Request: Add User-Level Filtering to ACD Users Real-Time Dashboard Card
Risk: Low
Reference ID: 13365

Change Request: New “Answered % of Non‑Abandoned” summary metric
Risk: Low
Reference ID: 13344

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.3 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 120 minutes
Start Date and Time: Monday November 24, 2025 08:00 (UTC)
End Date and Time: Monday November 24, 2025 10:00 (UTC)

There is no downtime expected during this maintenance window

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Changelog:

CCDEV-13194 Add User filter to real time ACD USERS Dashboard card
CCDEV-13150 Agent's Dashboard flashes data when paging through windows
CCDEV-12910 Calls routing to a greeting and then to a queue via an extension do not show up in reports
CCDEV-12812 Increase user password expiration time
CCDEV-13174 Transfers to Queue that hang up during pre-queue message causing discrepancy between offered and answered or abandoned counts
CCDEV-13142 Agentless callbacks not showing in queue time reports
CCDEV-13139 When requeuing a large amount of interactions form the dashboard, need to display to the user that it is working
CCDEV-13138 Attachments are not stored for more than 7 days on email queue though retention is set to 16 weeeks
CCDEV-13111 Agentless Callbacks - wrong CLID used on repeat callbacks
CCDEV-13081 Reporting: Exclude Callbacks from 'Offered to Queue Not Answered' count
CCDEV-13002 Screen recording inconsistent behavior
CCDEV-12973 Investigate and design solution for Subject Access Request(SAR)
CCDEV-12561 Purge Email data when using GDPR Forget Me API

Maintenance Type: Planned
Purpose: Deploy full release 25.3 to US - BND2
Impact: Short period of downtime during the window, for contact centers on BND2
Maintenance Window Duration: 6 hours
There may be a period of downtime during this window.

Full Release Notes will be sent separately.

Start Date and Time: Tuesday, November 18th, 2025 8:00 PM (Mountain Time)
End Date and Time: Wednesday, November 19th, 2025 02:00 AM (Mountain Time)

This upgrade applies to customers on US - BND2 only.

If you are unsure which BND (band) your contact centre uses, please follow these instructions

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.1 to US - BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 2 hours
Start Date and Time: Tuesday November 11th 08:00 UTC
End Date and Time: Tuesday November 11th 10:00 UTC

There is no downtime expected during this maintenance window

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Changelog:

CCDEV-13018: Fix Direct Line Calls Entering Infinite Loop When 'Check Logged In or Available' Behavior Queues to Unassigned Queue
CCDEV-12292: Fix Site Description Populating in AVA Portal Even When Forwarding Number Belongs to a Different Contact Center
CCDEV-12490: Fix User Lookup Table Not Populating Correct Data from Contact Center to Customer SQL
CCDEV-11052: Restrict Root Folder Access and Secure Ringtone File Selection for Incoming Call Alerts
CCDEV-12956: Enable Dynatrace Real-Time User Monitoring for Agent Experience
CCDEV-12483: Fix Office Hours Not Respected Due to Missing Time Zone Selection, Causing Inconsistent Call Routing Across Environments
CCDEV-13046: Fix Requeue Icon Missing in Active Contacts Dashboard Preventing Users from Requeuing Queuing Contacts
CCDEV-12957: Fix Chats Remaining Stuck in "Received" or "WebSocketClosed" State Due to Session Handling Errors
CCDEV-13039: Fix Contact Manager > All Interactions page being visible to ACD-only users instead of being restricted to Managers and Administrators
CCDEV-13063: Dashboard Requeue Role Now Grants Access to All Requeue Options Regardless of Queue Settings