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CCPro Contact Centre UK (BND1) - Operational
CCPro Contact Centre UK (BND1)
CCPro Contact Centre UK (BND2) - Operational
CCPro Contact Centre UK (BND2)
PCI Card Payment Platform - Operational
PCI Card Payment Platform
CCPro Contact Center US (BND2) - Operational
CCPro Contact Center US (BND2)
CCPro Contact Center US (BND3) - Operational
CCPro Contact Center US (BND3)
CCPro Contact Centre EU (BND1) - Operational
CCPro Contact Centre EU (BND1)
CCPro Contact Centre APAC (BND1) - Operational
CCPro Contact Centre APAC (BND1)
CCPro SmartPBX UK - Operational
CCPro SmartPBX UK
Notice history
Dec 2025
- PlannedDecember 11, 2025 at 9:00 PMPlannedDecember 11, 2025 at 9:00 PM
Maintenance Type: Planned
Purpose: Deploy full release 25.3.5 to CCPro UK - BND2
Impact: Short period of downtime during the window, for contact centres on BND1
Expected Downtime Duration: Up to 20 minutes on BND2
Maintenance Window Duration: 6 hoursStart Date and Time: Thursday, December 11th, 2025 21:00 (GMT)
End Date and Time: Friday, December 12th, 2025 03:00 AM (GMT)This upgrade applies to customers on CCPro 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
- PlannedDecember 09, 2025 at 10:00 PMPlannedDecember 09, 2025 at 10:00 PM
Maintenance Type: Planned
Purpose: Deploy full release 25.3.5 to CCPro UK - BND1
Impact: Short period of downtime during the window, for contact centres on BND1
Expected Downtime Duration: Up to 20 minutes on BND1
Maintenance Window Duration: 6 hoursStart Date and Time: Tuesday, December 9th, 2025 22:00 (GMT)
End Date and Time: Wednesday, December 10th, 2025 04:00 AM (GMT)This upgrade applies to customers on CCPro 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
Nov 2025
- CompletedNovember 24, 2025 at 10:00 AMCompletedNovember 24, 2025 at 10:00 AMMaintenance has completed successfully
- In progressNovember 24, 2025 at 8:00 AMIn progressNovember 24, 2025 at 8:00 AMMaintenance is now in progress
- PlannedNovember 24, 2025 at 8:00 AMPlannedNovember 24, 2025 at 8:00 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.3 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: NoneMaintenance 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 EdgeChangelog:
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
- CompletedNovember 19, 2025 at 8:00 AMCompletedNovember 19, 2025 at 8:00 AMMaintenance has completed successfully
- In progressNovember 19, 2025 at 2:00 AMIn progressNovember 19, 2025 at 2:00 AMMaintenance is now in progress
- PlannedNovember 19, 2025 at 2:00 AMPlannedNovember 19, 2025 at 2:00 AM
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 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
- CompletedNovember 11, 2025 at 10:00 AMCompletedNovember 11, 2025 at 10:00 AMMaintenance has completed successfully
- In progressNovember 11, 2025 at 8:00 AMIn progressNovember 11, 2025 at 8:00 AMMaintenance is now in progress
- PlannedNovember 11, 2025 at 8:00 AMPlannedNovember 11, 2025 at 8:00 AM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.1 to US - BND3
Risk: Low
Impact: None
Expected Downtime Duration: NoneMaintenance Window Duration: 2 hours
Start Date and Time: Tuesday November 11th 08:00 UTC
End Date and Time: Tuesday November 11th 10:00 UTCThere 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 EdgeChangelog:
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
Oct 2025
- CompletedOctober 23, 2025 at 1:00 AMCompletedOctober 23, 2025 at 1:00 AMMaintenance has completed successfully
- In progressOctober 22, 2025 at 9:00 PMIn progressOctober 22, 2025 at 9:00 PMMaintenance is now in progress
- PlannedOctober 22, 2025 at 9:00 PMPlannedOctober 22, 2025 at 9:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.9 to UK - BND2
Risk: Low
Impact: None
Expected Downtime Duration: NoneMaintenance Window Duration: 4 hours
Start Date and Time: Wednesday, October 22nd, 2025 10:00 PM (BST)
End Date and Time: Thursday, October 23rd 2025, 02:00 AM (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 EdgeChangelog:
CCDEV-12614 Duplicate Queue Names on Detail Report
CCDEV-12613 Deleting a callback or voicemail in a placeholder in Real-Time Monitor doesn't kill the interaction
CCDEV-12588 New metric: 'Voicemail'
CCDEV-12583 Callbacks are duplicated in Offered to Queue count
CCDEV-12546 Agentless Dialer Exhausted Resources for Skyswitch
CCDEV-12531 Reporting: New metrics: 'Abandoned Callbacks' and 'Staffed Time'
CCDEV-12528 Report Designer - Source = Evaluations. - Add Direction
CCDEV-12503 Preview Dialer SessionID
CCDEV-12514 Mobile app in bad state if call ends while app is in background
CCDEV-12454 MSDynamics Changes
CCDEV-12368 Custom IVR Reports: Populate IVR Data Points from CDR data
CCDEV-12280 Opening both Placeholder viewers stops you being able to change page
CCDEV-12139 Custom IVR Reports: Create Report Designer columns for the new IVR Data Points
CCDEV-12138 Custom IVR Reports: Add support for percentile aggregation to report designer
CCDEV-12136 Custom IVR Reports: Create a separate FlowChart project to manage IVR Data Points and write OpenSearch data
CCDEV-12135 Custom IVR Reports: Create the appropriate OpenSearch index, sources, templates and configuration data
CCDEV-12134 Custom IVR Reports: Create a separate IVR Data Points UI to manage the fields specific to IVR.
CCDEV-11993 MFA token embed changes
CCDEV-11878 Agentless Callbacks
CCDEV-11871 Unable to download the "Dialer Summary" report.
CCDEV-11859 Add support for voicemail hours
CCDEV-11533 Voicemail Handling and replies
CCDEV-11089 Introduce Queue Rules for Chat channel
- CompletedOctober 22, 2025 at 1:00 AMCompletedOctober 22, 2025 at 1:00 AMMaintenance has completed successfully
- In progressOctober 21, 2025 at 9:00 PMIn progressOctober 21, 2025 at 9:00 PMMaintenance is now in progress
- PlannedOctober 21, 2025 at 9:00 PMPlannedOctober 21, 2025 at 9:00 PM
Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.2.9 to UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: NoneMaintenance Window Duration: 4 hours
Start Date and Time: Tuesday, October 21st, 2025 10:00 PM (BST)
End Date and Time: Wednesday, October 22nd 2025, 02:00 AM (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 EdgeChangelog:
CCDEV-12614 Duplicate Queue Names on Detail Report
CCDEV-12613 Deleting a callback or voicemail in a placeholder in Real-Time Monitor doesn't kill the interaction
CCDEV-12588 New metric: 'Voicemail'
CCDEV-12583 Callbacks are duplicated in Offered to Queue count
CCDEV-12546 Agentless Dialer Exhausted Resources for Skyswitch
CCDEV-12531 Reporting: New metrics: 'Abandoned Callbacks' and 'Staffed Time'
CCDEV-12528 Report Designer - Source = Evaluations. - Add Direction
CCDEV-12503 Preview Dialer SessionID
CCDEV-12514 Mobile app in bad state if call ends while app is in background
CCDEV-12454 MSDynamics Changes
CCDEV-12368 Custom IVR Reports: Populate IVR Data Points from CDR data
CCDEV-12280 Opening both Placeholder viewers stops you being able to change page
CCDEV-12139 Custom IVR Reports: Create Report Designer columns for the new IVR Data Points
CCDEV-12138 Custom IVR Reports: Add support for percentile aggregation to report designer
CCDEV-12136 Custom IVR Reports: Create a separate FlowChart project to manage IVR Data Points and write OpenSearch data
CCDEV-12135 Custom IVR Reports: Create the appropriate OpenSearch index, sources, templates and configuration data
CCDEV-12134 Custom IVR Reports: Create a separate IVR Data Points UI to manage the fields specific to IVR.
CCDEV-11993 MFA token embed changes
CCDEV-11878 Agentless Callbacks
CCDEV-11871 Unable to download the "Dialer Summary" report.
CCDEV-11859 Add support for voicemail hours
CCDEV-11533 Voicemail Handling and replies
CCDEV-11089 Introduce Queue Rules for Chat channel