What's new for Contact Hub for 7.6.3 Release?


  • Scripting. We've improved the interface so that the script you're working on stays visible after sending an SMS or email during an interaction. This means you can continue your work smoothly without the script disappearing unexpectedly. No action is needed on your part, and normal navigation remains unaffected.
  • Interaction Assignment. We've improved how messages from SMS, WhatsApp, and Facebook are handled when agents are already on a voice call. Now, agents won't be assigned new digital messages while they're busy on a call, ensuring they can focus fully without interruptions.
  • Call Transfers. We've improved call transfer handling so that when you transfer a call directly to another agent, the system now correctly tracks the call without counting it twice in reports. This means your call reports are more accurate, and no changes are needed from your side.
  • Email Auto-Dispose. We've improved the way new emails with templated responses are handled so that when you send one, it is automatically processed and cleared without any interruptions or distractions. You won't see any unnecessary notifications or screen changes, making your experience smoother and more efficient. No action is needed on your part, and regular email replies and sending continue to work as usual.
  • Virtual Zip Tone. We've improved the way queue call tones work so you can now hear the specific tone set for each queue during virtual queue calls. Changes to these tones take effect immediately without needing to restart the system, ensuring a smoother and more responsive experience.
  • Keyword Filtering. In Keyword Filtering, offensive terms are now partially hidden by default, showing only the first and last letters to keep each item clear. You can easily reveal the full terms anytime using a simple toggle in the toolbar.

What's new for Manager Portal for 7.6.3 Release?


  • Permissions. Attachments are now accessible only to users who have the appropriate permission to view them. This means that if you previously accessed attachments through a different permission, you will need to be granted the correct one to continue downloading attachments.
  • Inbound Numbers. We've improved the Inbound Numbers page to make it easier for you to enter numbers starting with an asterisk without any issues. The toggle for setting the default route now works reliably and saves your choice correctly. Also, if you try to add a duplicate default route, you'll see a clear message preventing this, so no extra action is needed from you.
  • Callback Manager. We've fixed an issue where new team assignments weren't showing up immediately in the Callback Manager. Now, when your team changes, the updates will appear right away after refreshing the page, without needing to log out. This means you can continue working smoothly with accurate team information at all times.
  • Wallboard Stats. Saving or updating a queue no longer resets the live wallboard counters, so you'll see consistent and accurate metrics even when making changes to user assignments. This means your wallboard numbers stay stable and reliable without any extra steps needed from you.
  • Tagging. We've fixed issues with channel filters in the Manager Portal to ensure you only see channels relevant to you based on your tags. In Recordings Playback and Record History, the channel dropdown now shows only channels matching your tags, while users without tag restrictions still see all channels. In Channel Admin, the channel list is now properly filtered so you only see channels you share tags with. These improvements make navigation clearer and more personalised for you.
  • Recording Playback. Long call recordings that previously failed to play in Chrome and Edge now open smoothly in a new tab using the browser's audio player, preventing freezing or crashes. You can listen to your recordings without any interruptions or errors, and no action is needed on your part.
  • Queue Time Reporting. We've fixed an issue where the reported queue time was longer than it should be. Now, the time you see accurately reflects the period from when a message is created to when it's assigned, giving you a clearer picture of your queue times. There's nothing you need to do, but you might notice more accurate reports in Omni Channel after this update.
  • Record History. Record History now loads much faster for users with many active result codes, making it quicker to see your options without any changes needed on your end.
  • Service Reliability. We've improved the system to prevent occasional service interruptions caused by unusually long requests. This update ensures the service stays reliable and uninterrupted without any changes needed from your side.
  • Campaign Manager. Campaign Manager now loads only active custom data plans, which means the system runs faster and smoother, especially for users with many plans. You should notice quicker page loads without any errors, and no action is needed on your part.
  • Import Rollback. We've improved the import rollback process to be more reliable. Now, if a temporary issue occurs, the system will automatically try again to complete the rollback, so you don't need to intervene. If the problem continues, you can manually retry the rollback directly from the Import Details view, helping you recover smoothly without extra hassle.
  • Dialler Fetch. We've fixed an issue that caused some leads to be incorrectly added to the dialler, ensuring only the right leads are included. This update also improves how leads are sorted and ordered, making your experience smoother and more reliable.
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.