CCPro - Notice history

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.9 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday Oct 9, 2025 01:00 (MT)
End Date and Time: Thursday Oct 9, 2025 05:00 (MT)

There is no downtime expected during this maintenance window

Changelog:

• Change Request:  Fix ghost calls persisting in mobile agent experience when call ends in background

• Risk: Low

• Reference ID: 12514

• Change Request: Fix multiple start requests creating parallel threads and excessive outbound calls in dialer

• Risk: Low

• Reference ID: 12546

• Change Request: Add ‘Touchpoint Description’ field to standard screenpop page in Agent X

• Risk: Low

• Reference ID: 12395

• Change Request: Enable preview dialer screen pop interpolation with call object and external API data

• Risk: Low

• Reference ID: 12503

• Change Request: Agent X real-time data delivery optimization and scalability improvements

• Risk: Low

• Reference ID: 11801

• Change Request: Add tmelineID to ai_topic table primary key and rebuild reporting ETL

• Risk: Low

• Reference ID: 637

• Change Request Ensure touchpoint description is populated for all applicable call types in reporting

• Risk: Low

• Reference ID: 12355

• Change Request: Fix contacts showing as ‘unspecified’ after being added to contact manager

• Risk: Low

• Reference ID: 11449

• Change Request: Fix queue priority calculation for queued calls to ensure combined menu and queue priorities are applied

• Risk: Low

• Reference ID: 12354

• Change Request: Fix user email address not being displayed correctly in CSV downloads

• Risk: Low

• Reference ID: 12357

• Change Request: Remove ‘recents’ data source from distinct user column to prevent duplicate queue names in detail reports

• Risk: Low

• Reference ID: 12614

• Change Request: Prepend ‘X’ to Options.OriginalDestination in Platform.VoiceExt.v3.StartCallToQueueFromUser to enable direct line transfers

• Risk: Low

• Reference ID: 652

• Change Request: Implement agent event injection points and state mapping for Bamboo integration

• Risk: Low

• Reference ID: 11786

• Change Request: Restore correct callback placeholder API URL and deploy CallbackBase flowchart

• Risk: Low

• Reference ID: 12613, 12630

• Change Request: Update task channel to use Platform.Contacts2 for contact lookup

• Risk: Low

• Reference ID: 643

• Change Request: Add ‘Survey Started’ filter, column and ‘Survey Complete Count’ and Survey Complete %’ metrics to reporting for survey analysis

• Risk: Low

• Reference ID: 12499

• Change Request: Update disposition metric aggregation in Custom Summary reports to use “count” instead of “value_count_agg”

• Risk: Low

• Reference ID: 12489

• Change Request: Adjust network quality notification thresholds and frequency to reduce user disruption

• Risk: Low

• Reference ID: 12631

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.9 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday Oct 9, 2025 01:00 (MT)
End Date and Time: Thursday Oct 9, 2025 05:00 (MT)

There is no downtime expected during this maintenance window

Changelog:

• Change Request:  Fix ghost calls persisting in mobile agent experience when call ends in background

• Risk: Low

• Reference ID: 12514

• Change Request: Fix multiple start requests creating parallel threads and excessive outbound calls in dialer

• Risk: Low

• Reference ID: 12546

• Change Request: Add ‘Touchpoint Description’ field to standard screenpop page in Agent X

• Risk: Low

• Reference ID: 12395

• Change Request: Enable preview dialer screen pop interpolation with call object and external API data

• Risk: Low

• Reference ID: 12503

• Change Request: Agent X real-time data delivery optimization and scalability improvements

• Risk: Low

• Reference ID: 11801

• Change Request: Add tmelineID to ai_topic table primary key and rebuild reporting ETL

• Risk: Low

• Reference ID: 637

• Change Request Ensure touchpoint description is populated for all applicable call types in reporting

• Risk: Low

• Reference ID: 12355

• Change Request: Fix contacts showing as ‘unspecified’ after being added to contact manager

• Risk: Low

• Reference ID: 11449

• Change Request: Fix queue priority calculation for queued calls to ensure combined menu and queue priorities are applied

• Risk: Low

• Reference ID: 12354

• Change Request: Fix user email address not being displayed correctly in CSV downloads

• Risk: Low

• Reference ID: 12357

• Change Request: Remove ‘recents’ data source from distinct user column to prevent duplicate queue names in detail reports

• Risk: Low

• Reference ID: 12614

• Change Request: Prepend ‘X’ to Options.OriginalDestination in Platform.VoiceExt.v3.StartCallToQueueFromUser to enable direct line transfers

• Risk: Low

• Reference ID: 652

• Change Request: Implement agent event injection points and state mapping for Bamboo integration

• Risk: Low

• Reference ID: 11786

• Change Request: Restore correct callback placeholder API URL and deploy CallbackBase flowchart

• Risk: Low

• Reference ID: 12613, 12630

• Change Request: Update task channel to use Platform.Contacts2 for contact lookup

• Risk: Low

• Reference ID: 643

• Change Request: Add ‘Survey Started’ filter, column and ‘Survey Complete Count’ and Survey Complete %’ metrics to reporting for survey analysis

• Risk: Low

• Reference ID: 12499

• Change Request: Update disposition metric aggregation in Custom Summary reports to use “count” instead of “value_count_agg”

• Risk: Low

• Reference ID: 12489

• Change Request: Adjust network quality notification thresholds and frequency to reduce user disruption

• Risk: Low

• Reference ID: 12631

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.8 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 Hours
Start Date and Time: Wednesday Oct 1, 2025 01:00 (MT)
End Date and Time: Wednesday Oct 1, 2025 05:00 (MT)

There is no downtime expected during this maintenance window

Changelog:

• Change Request: Introduce Queue Rules for Chat channel

• Risk: Low

• Reference ID: 11089

• Change Request: Fix Dialer Summary report download issue

• Risk: Low

• Reference ID: 11871 

• Change Request: IVR Data Points - create custom waypoints that capture IVR activity when added to custom IVR flows. As contacts dial in, track their journey and produce rich insights into caller behavior and IVR effectiveness.

• Risk: Low

• Reference ID: 12368, 12136, 12134, 12135, 12139, 12138

• Change Request: Fix for reset of Placeholder Details when viewed via the Active Contacts (aka ACD Interaction) card and Real-Time Monitor at the same time.

• Risk: Low

• Reference ID: 12280

• Change Request: MS Dynamics workflow changes - Both click-to-dial and manual outbound calls now set the activity record From property as the agent, and both outbound and inbound interactions now set the activity record To property as the open contact record at wrap completion.

• Risk: Low

• Reference ID: 12454

• Change Request: Prevent after-hours voicemail routing across time zones

• Risk: Low

• Reference ID: 11859

• Change Request: Enhanced agentless callback management: Agentless confirmation, timezone-aware hours, and pacing controls

• Risk: Low

• Reference ID: 11878

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.8 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 Hours
Start Date and Time: Wednesday Oct 1, 2025 01:00 (MT)
End Date and Time: Wednesday Oct 1, 2025 05:00 (MT)

There is no downtime expected during this maintenance window

Changelog:

• Change Request: Introduce Queue Rules for Chat channel

• Risk: Low

• Reference ID: 11089

• Change Request: Fix Dialer Summary report download issue

• Risk: Low

• Reference ID: 11871 

• Change Request: IVR Data Points - create custom waypoints that capture IVR activity when added to custom IVR flows. As contacts dial in, track their journey and produce rich insights into caller behavior and IVR effectiveness.

• Risk: Low

• Reference ID: 12368, 12136, 12134, 12135, 12139, 12138

• Change Request: Fix for reset of Placeholder Details when viewed via the Active Contacts (aka ACD Interaction) card and Real-Time Monitor at the same time.

• Risk: Low

• Reference ID: 12280

• Change Request: MS Dynamics workflow changes - Both click-to-dial and manual outbound calls now set the activity record From property as the agent, and both outbound and inbound interactions now set the activity record To property as the open contact record at wrap completion.

• Risk: Low

• Reference ID: 12454

• Change Request: Prevent after-hours voicemail routing across time zones

• Risk: Low

• Reference ID: 11859

• Change Request: Enhanced agentless callback management: Agentless confirmation, timezone-aware hours, and pacing controls

• Risk: Low

• Reference ID: 11878

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.7 to US - (BND2 + BND3)
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Thursday September 11, 2025 01:00 AM (Mountain Time)
End Date and Time: Thursday September 11, 2025 05:00 AM (Mountain Time)

This window applies to customers on US - BND2 + BND3

There is no expected downtime during this window.

Changelog:

• Change Request: Fix Virtual Machine Placeholder Getting stuck and not Clearing 

• Risk: Low

• Reference ID: 12202

• Change Request: Fix Bulk Admin Requeue not being Restricted by Dashboard Requeue Role

• Risk: Low

• Reference ID: 12151

• Change Request: Add New Reporting Metric: Touchpoint Description

• Risk: Low

• Reference ID: 11750

• Change Request: Fix for Incorrect Missed Call Notification on Outbound PBX Calls

• Risk: Low

• Reference ID: 11447

• Change Request: Enable Ability for Auto-Answer for All Channels

• Risk: Low

• Reference ID: 12034

• Change Request: Fix ‘Abandoned in IVR’ Metric Breaking Report

• Risk: Low

• Reference ID: 12164

• Change Request: Fix Reporting Showing Wrong Call Type for Inbound Leg of Agent to Agent Calls

• Risk: Low

• Reference ID: 12054

• Change Request: Outbound PBX Calls Now Display as ‘PBX’ in Reports

• Risk: Low

• Reference ID: 12094

• Change Request: Fix In-Queue Timeout Calls to Internal Users to show as ‘Diverted to Internal User’

• Risk: Low

• Reference ID: 12094

• Change Request: Fix REDIS Errors Relating to Connectivity Across Bands due to Case Sensitivity

• Risk: Low

• Reference ID: 11868

• Change Request: Fix Voicemail Interactions Getting Stuck After Divert from Call Queue

• Risk: Low

• Reference ID: 12162

• Change Request: Fix Agents & Contacts Dashboard Visibility for User with Filter Groups Enabled

• Risk: Low

• Reference ID: 12071

• Change Request: Remove Schema from System to Prevent Bad Actors

• Risk: Low

• Reference ID: 601

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.4 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 120 minutes
Start Date and Time: Tuesday August 12, 2025 01:00 (MT)
End Date and Time: Tuesday August 12, 2025 03:00 (MT)

There is no downtime expected during this maintenance window

Changelog:

• Change Request: Fix Transcription and AI Summary Billing Report

• Risk: Low

• Reference ID:10617

• Change Request: Change Report Designer Columns from Checkbox to Text

• Risk: Low

• Reference ID: 11594

• Change Request: Fix Agentless Voice Dialer Causing Blank Screen

• Risk: Low

• Reference ID: 11788

• Change Request: Add AI Billing Summary Report + Add Column to AI Billing Details

• Risk: Low

• Reference ID: 11754

• Change Request: Changes to Personal Queue/Voicemail Needs

• Risk: Low

• Reference ID: 11755

• Change Request: Fix Not Being Able to View Email Body as PlainText

• Risk: Low 

• Reference ID:11595

• Change Request: Fix Issue with Dashboard Agent View Showing Incorrect Data

• Risk: Low

• Reference ID: 11707

• Change Request: Expose UserID in Survey Reports

• Risk: Low

• Reference ID: 11667

• Change Request: Remove Temporary API for Deleting Agentless Contacts

• Risk: Low

• Reference ID: 11485

• Change Request: Remove Extra Filter Total in Report Designer

• Risk: Low

• Reference ID: 11350

• Change Request: Revert UserCall Timeline Change

• Risk: Low

• Reference ID: 11653