CCPro - Notice history

Maintenance Type: Planned
Purpose: Deploy minor release 25.3.10, 25.3.9 and 25.3.8 to CCPro UK - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Monday February 9th 2026 22:00 (GMT)
End Date and Time: Tuesday February 10th 2026 02:00 (GMT)

There is no downtime expected during this maintenance window

Changelog:
The full changelog of features and fixes can be found here:
Minor Release Features
NOTE: This changelog is subject to alteration right up until release deployment.

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 releases 25.3.10, 25.3.9 and 25.3.8 to CCPro UK - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Monday February 2nd 2026 22:00 (GMT)
End Date and Time: Tuesday February 3rd 2026 02:00 (GMT)

There is no downtime expected during this maintenance window

Changelog:
The full changelog of features and fixes can be found here:
Minor Release Features
NOTE: This changelog is subject to alteration right up until release deployment.

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 25.3.10 to CCPro US - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Thursday January 28 2026 07:00 (UTC)
End Date and Time: Thursday January 28 2026 11:00 (UTC)

There is no downtime expected during this maintenance window

Changelog:
The full changelog of features and fixes can be found here:
Minor Release Features
NOTE: This changelog is subject to alteration right up until release deployment.

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 25.3.10 to CCPro US - BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Thursday January 22nd 2026 07:00 (UTC)
End Date and Time: Thursday January 22nd 2026 11:00 (UTC)

There is no downtime expected during this maintenance window

Changelog:
The full changelog of features and fixes can be found here:
Minor Release Features
NOTE: This changelog is subject to alteration right up until release deployment.

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 - 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 CCPro EU - BND1
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 4 hours
Start Date and Time: Tuesday, January 13, 2026 17:00 UTC
End Date and Time: Tuesday, January 13, 2026 21:00 UTC

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 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 hours

Start 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

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 hours

Start 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