June 27, 2026

This release brings bug fixes and improvements to voice stability.

Change log

New functionality

1. Earlier this year we introduced support for agent-side greetings and announcements with limited scope. In this release we are extending the scope by enabling these agent-side announcements for outbound calls as well, including ad hoc outbound calls, campaign calls (all types). Greetings and announcements are not supported for translated calls, consults and conferences.

Related documentation

• Agent guide to use announcements
• Configure greetings for agents
• Configure announcements for agents

2. We've added sentEmailCount to the OData feed, allowing Power BI developers to create reports showcasing the number of emails sent by an agent per a given time period.

Related documentation

• Workitem conversation sessions in OData

Improvements and adjustments

1. Further stability improvements for voice announcements.
2. Fixed an issue where the supervisor could not speak to the customer if the agent the supervisor was monitoring was on mute. This issue occurred only in specific circumstances.
3. Fixed a validation issue where invalid email addresses could be saved for customer records by the agents.
4. Further resilience improvements for business hours handling.