CCPro - Notice history

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday, June 19, 2025 22:00 (BST)
End Date and Time: Friday, June 20, 2025 02:00 (BST)

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 since previous release:
CCDEV-10815: Fix Not Being Able to Listen to Voicemail on Mobile
CCDEV-10929: Fix CSV Download Error for Dialer Contact Data Report
CCDEV-10958: Fix TransferExternal QueueRule Issue
CCDEV-10911: Filter Agent Legs from Recent Calls Tab
CCDEV-11026: Adding Module Dependency for AI Post Call Module
CR-522: Fix Couch Issues with MS Teams
[MISC]: Add ability to block a number by the diversion phone number
CCDEV-10949: Inbound PBX calls do not ring for agent
CCDEV-10883: Calabrio Adherence data not being sent
CCDEV-10851: Unable to delete contacts on agentless campaigns
CCDEV-10445: Add Tenant-Level Override for AI Insights
CCDEV-10383: Fix Queue Rules on Callbacks
CCDEV-8754: Reports not loading after changing Language/Local

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro EU - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday, June 19, 2025 17:00 (UTC)
End Date and Time: Thursday, June 19, 2025 21:00 (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 since previous release:
CCDEV-10815: Fix Not Being Able to Listen to Voicemail on Mobile
CCDEV-10929: Fix CSV Download Error for Dialer Contact Data Report
CCDEV-10958: Fix TransferExternal QueueRule Issue
CCDEV-10911: Filter Agent Legs from Recent Calls Tab
CCDEV-11026: Adding Module Dependency for AI Post Call Module
CR-522: Fix Couch Issues with MS Teams
[MISC]: Add ability to block a number by the diversion phone number

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro APAC - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Thursday, June 19, 2025 11:30 (UTC)
End Date and Time: Thursday, June 19, 2025 15:30 (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 since previous release:
CCDEV-10815: Fix Not Being Able to Listen to Voicemail on Mobile
CCDEV-10929: Fix CSV Download Error for Dialer Contact Data Report
CCDEV-10958: Fix TransferExternal QueueRule Issue
CCDEV-10911: Filter Agent Legs from Recent Calls Tab
CCDEV-11026: Adding Module Dependency for AI Post Call Module
CR-522: Fix Couch Issues with MS Teams
[MISC]: Add ability to block a number by the diversion phone number
CCDEV-10949: Inbound PBX calls do not ring for agent
CCDEV-10883: Calabrio Adherence data not being sent
CCDEV-10851: Unable to delete contacts on agentless campaigns
CCDEV-10445: Add Tenant-Level Override for AI Insights
CCDEV-10383: Fix Queue Rules on Callbacks
CCDEV-8754: Reports not loading after changing Language/Local
CCDEV-10675: When downloading reports, the Date/Time has  in it
CCDEV-10658: Add Follow Up Timeout to scheduled follow up
CCDEV-10645: Dialer doesn't show accurate data when same number exists in different lists
CCDEV-10644: Scheduled follow ups lose agent side panel screen pops once dial is placed
CCDEV-10635: New Metric - ACD User State Changes
CCDEV-10621: Summary Report: User States - 'Shortest' variation of the metric is incorrect
CCDEV-10585: Scheduled Follow Ups - Ability to discard or skip a call
CCDEV-10519: Add Comments Column to Evaluation Details Grid
CCDEV-10457: Contact interaction history excludes calls that aren't master session IDs
CCDEV-10455: Scheduled Follow Ups always have high priority
CCDEV-10172: Dialer: Change Kill Call behaviour
CCDEV-2289: Dialer - Provide ability for agent to 'discard' preview dialer contacts prior to dial

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.14 to CCPro UK - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 4 Hours
Start Date and Time: Tuesday, June 17, 2025 22:00 (BST)
End Date and Time: Wednesday, June 18, 2025 02:00 (BST)

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 since previous release:
CCDEV-10815: Fix Not Being Able to Listen to Voicemail on Mobile
CCDEV-10929: Fix CSV Download Error for Dialer Contact Data Report
CCDEV-10958: Fix TransferExternal QueueRule Issue
CCDEV-10911: Filter Agent Legs from Recent Calls Tab
CCDEV-11026: Adding Module Dependency for AI Post Call Module
CR-522: Fix Couch Issues with MS Teams
[MISC]: Add ability to block a number by the diversion phone number
CCDEV-10949: Inbound PBX calls do not ring for agent
CCDEV-10883: Calabrio Adherence data not being sent
CCDEV-10851: Unable to delete contacts on agentless campaigns
CCDEV-10445: Add Tenant-Level Override for AI Insights
CCDEV-10383: Fix Queue Rules on Callbacks
CCDEV-8754: Reports not loading after changing Language/Local

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.13 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Thursday, May 29, 2025 1:00 AM Mountain Time
End Date and Time: Thursday, May 29, 2025 3:00 AM Mountain Time

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:

• Change Request: Fix Not Being Able to Delete Contacts on Agentless 

• Risk: Low

• Reference ID: 10851

• Change Request: Add Tenant-Level Override for AI Insights

• Risk: Low

• Reference ID: 10445

• Change Request: Fix Callback Being Populated When Callback is Abandoned

• Risk: Low

• Reference ID: 10383

• Change Request: CheckLoggedIn Should Apply Infinitely

• Risk: Low

• Reference ID: 507

• Change Request: Task Channel Enablement

• Risk: Low

• Reference ID: 9520

• Change Request: Enhancement to MassLoadPhoneNumbersAPI

• Risk: Low

• Reference ID: 516

Maintenance Type: Planned
Purpose: Deploy full release 25.1 to CCPro UK BND2
Impact: Short period of downtime during the window, for contact centres on CCPro UK BND2
Expected Downtime Duration: Up to 6 hours on CCPro UK BND2
Maintenance Window Duration: 6 hours

Start Date and Time: Tuesday, May 27th, 2025 10:00 PM (BST)
End Date and Time: Wednesday, May 28th, 2025 04:00 AM (BST)

This upgrade applies to customers on UK - 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 full release 25.1 to CCPro UK BND1
Impact: Short period of downtime during the window, for contact centres on CCPro UK BND1
Expected Downtime Duration: Up to 4 hours on CCPro UK BND1
Maintenance Window Duration: 4 hours

Start Date and Time: Tuesday, May 20th, 2025 10:00 PM (BST)
End Date and Time: Wednesday, May 21st, 2025 02:00 AM (BST)

This upgrade applies to customers on UK - BND1 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 25.1.11 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Thursday, May 15, 2025 12:00 AM Mountain Time
End Date and Time: Thursday, May 15, 2025 2:00 AM Mountain Time

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:

• Change Request: Removing Characters from Date/Time Report

• Risk: Low

• Reference ID: 10675

• Change Request: Report Killed Calls in Dialer Contact Report

• Risk: Low

• Reference ID: 10172

• Change Request: Report Discards for Dialer

• Risk: Low

• Reference ID: 2289

• Change Request: Hide Close Button for Scheduled Follow Ups

• Risk: Low

• Reference ID: 10585

• Change Request: Allow for Screen Pops to Persist for Scheduled Follow Ups

• Risk: Low

• Reference ID: 10644

• Change Request: Change Preview Dialer to Key Off of IDs

• Risk: Medium

• Reference ID: 10645

• Change Request: Allow Scheduled Follow Ups to have Preview Timeout

• Risk: Low

• Reference ID: 10658

• Change Request: Hide Direct Line Numbers in Main Phone Number Grid

• Risk: Low

• Reference ID: 497

• Change Request: Add Comments Column to Evaluation Details Grid

• Risk: Low

• Reference ID: 10519

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.9 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None
Maintenance Window Duration: 2 hours
Start Date and Time: Wednesday April 30, 2025 12:00 AM Mountain Time
End Date and Time: Wednesday April 30, 2025 2:00 AM Mountain Time

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:

• Change Request: Fix Question Text Wrapping

• Risk: Low

• Reference ID: 10316

• Change Request: Resolve Exceptions for Message Waiting for VOIP Phones

• Risk: Low

• Reference ID: 10341

• Change Request: Change Queue Rules to Update with Queue Change

• Risk: Medium

• Reference ID: 8758

• Change Request: Fix Identical Evaluation IDs Showing As Submitted

• Risk: Low

• Reference ID: 9016

• Change Request: Update Preview Dialer to Prevent Double Routes

• Risk: Low

• Reference ID: 10433

• Change Request: Remove Duplicate Wrap Up Module

• Risk: Low

• Reference ID: 10390

• Change Request: Fix Notes not Showing in Interaction History

• Risk: Low

• Reference ID: 10428

• Change Request: Fix Download Button to Apply Correct Date Filter

• Risk: Low

• Reference ID: 9626

• Change Request: Fix Being Unable to Make Calls to Phones that Register with TCP or TLS

• Risk: Low

• Reference ID: 10476

• Change Request: Enable Answering a Callback with Poly Headset

• Risk: Low

• Reference ID: 484

• Change Request: Fix Multilingual Option in Menu Type

• Risk: Low

• Reference ID: 10403

• Change Request: Fix Wrap Up Not Showing ‘View Customer Record’

• Risk: Low

• Reference ID: 10365

• Change Request: Fix Extension Dialing Issue

• Risk: Low

• Reference ID: 10475

• Change Request: Fix Timer Inaccuracies when Switching Between Non-Ready States

• Risk: Low

• Reference ID: 10381

• Change Request: Create Extension Billing Report

• Risk: Low

• Reference ID: 10096

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.1.3 to US - BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 120 minutes
Start Date and Time: Thursday April 17, 2025 12:00 am (MST)
End Date and Time: Thursday April 17, 2025 2:00 am (MST)

There is no downtime expected during this maintenance window

Scheduled Maintenance 17-Apr-2025

Release version: 25.1.3

Reason: Fixes and urgent requests

Disruption: None

Fixes

• Change Request: Fix ‘Date’ Column Format in CSV Download

• Risk: Low

• Reference ID: 10038

• Change Request: Fix Assigned Queues in Smart Wrap

• Risk: Low

• Reference ID: 10178

• Change Request: Fix Data Issues Due to TimeStamp

• Risk: Low

• Reference ID: 10197

• Change Request: Allow Yealink Call Forwarding Implementation

• Risk: Low

• Reference ID: 9300
  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 full release 25.1 to US - BND2
Impact: Short period of downtime during the window, for contact centers on BND2
Maintenance Window Duration: 4 hours
There may be a period of downtime during this window.

Start Date and Time: Tuesday, April 15, 2025 8:00 PM (Mountain Time)
End Date and Time: Wednesday, April 16, 2025 12:00 AM (Mountain Time)

This upgrade applies to customers on US - BND2 only.

If you are unsure which BND (band) your contact center 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