What's new for Contact Hub for 6.18.0 Release?


  • Email Attachments. We've fixed an issue where attachments on incoming emails did not always appear straight away in the agent view. Previously, the email itself could show before its attachments were fully ready, which meant agents sometimes had to refresh the page to see them. Attachments will now appear alongside the email as soon as it arrives, giving agents a complete view first time and making email handling more reliable. 
  • Dynamic Nailup. When a dynamic nailup call can't be routed to the intended agent, we now immediately clear any waiting follow-up action for that call. This prevents the system from later showing a timeout for something that had already failed, reducing false alerts and avoiding confusion for agents and supervisors.
  • Attachment Handling. We've improved how email attachments are identified when they arrive without a clear file type, which can happen with forwarded or embedded files. In these cases, attachments now have a better chance of keeping the correct file type and extension instead of being labelled as generic .bin file. There's no visible change to the interface, but customers may notice attachments opening more reliably and appearing with the right file format.

What's new for Manager Portal for 6.18.0 Release?


Settings Menu
Management Hub has been updated to bring Customer Satisfaction Surveys, Platform Tags, Contact Data Tables and Dropdown Lists into one place under the new settings menu. This makes it easier to find and manage these areas, while any existing links from the old Manager Portal pages will still take you to the right place, so everything continues to work without interruption for the current version.  


  • System Script URL. We've fixed an issue in List Admin where changes to a system script URL were saved behind the scenes but didn't appear straight away on the page. The updated URL now stays visible after you save, and switching to another item won't wrongly suggest there are unsaved changes.
  • Management Hub. We've fixed an issue in Management Hub that could send you to a 404 page when opening Explore, Marketplace or Contact Hub from the left-hand menu. These links now take you to the right place, so navigation works as expected for all users.
  • Bulk User Upload. We've fixed an issue that could stop bulk user uploads from .csv and .txt files from going through properly. Instead of failing with a vague error and leaving users out of the import, uploads should now complete more reliably and give a clearer outcome when something needs attention. 
  • Outbound-Skill Based Routing. Updates to Outbound Skills now take effect straight away when skills or skill groups are linked, unlinked or changed.
  • Channel Admin. This update restores the Channel Admin pop-up messages to their previous look and feel, so they're clearer, more consistent, and easier on the eye.

Other Updates & Enhancements

  • Multi-Factor Authentication. We've added a small safeguard to stop a rare login failure that could affect MFA users when the clocks go back after British Summer Time ends. In this edge case, some users could hit an unexpected error during sign-in, but this change now lets the system handle it safely and continue without crashing.
  • Call Packet Timing. We've added an optional setting that allows the packet timing used during call setup to be defined when needed. This helps support carriers that require a specific timing value. The setting only applies for customers using carriers that need this configuration, so most users won't see any change.
As well as the highlighted areas above, infrastructure improvements to enhance the overall product architecture have been included, ensuring better performance, reliability, and scalability, as well as a number of performance enhancements to boost stability and resilience.
New additions are currently in the beta phase of production. You may see this icon for areas containing these features and changes within the product.