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31 posts tagged with "Voice"

Calls, IVR, SIP, WebRTC and predictive dialling

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March 7, 2026

This release introduces new AI capabilities for voice interactions and includes several fixes to improve call recording behavior, workflow validation, and inbound call limit handling.

Change log​

New functionality​

  1. Added AI Agent Assist suggestions for inbound voice conversations, providing agents with real-time response suggestions based on the full conversation context.
  2. Added support for the gpt-5-mini model for conversational bots across all media, set as the new default model for new nodes.

Improvements and adjustments​

  1. Fixed an issue where workflows containing custom voice bots could be saved without configuring a customer language node with conversational bot enabled.
  2. Fixed an issue where call recordings remained available in the portal after the configured retention period had expired.
  3. Fixed an issue where call recordings were not generated for the part of the call before a transfer between channels.
  4. Fixed an issue where the ConcurrentInboundCalls counter accumulated calls instead of reflecting the number of active inbound calls.

February 21, 2026

This release includes new Wallboard insights, expanded live transcription options, updated branding, enhanced call handling capabilities, and several fixes improving call audio and transcription accuracy.

Change log​

New functionality​

  1. Added queue-level Today KPIs to Wallboard Feed v3 (total, average, and longest agent active time).
  2. Added Soniox as a live transcription (STT) provider, enabling lower-cost transcription configuration in the admin portal.
  3. Added updated Graia branding to the Power BI template, including the new logo and color scheme.
  4. Added support for custom outbound SIP headers on all outgoing call legs across all call scenarios.

Improvements and adjustments​

  1. Fixed an issue where agents did not hear a ringing tone during outbound consult calls across Teams and WebRTC.
  2. Fixed an issue where ASR cut off spoken number sequences before completion in Speechmatics.
  3. Fixed an issue where conversation transcripts were generated in the wrong language after the conversation ended.

February 7, 2026

This release adds new configuration and reporting capabilities and resolves key issues across campaigns, agent experience, and data feeds.

Change log​

New functionality​

  1. Added the ability to view task details, recording playback, and script evaluation directly in the Conversation Viewer, including opening the viewer from the conversation list.
  2. Added the ability for supervisors to adjust the agent’s original voice volume during live translation via a volume slider. Agent Workspace call translation supports Chat-only mode and partial customer transcription, subject to tenant and feature availability.
  3. Added advanced ElevenLabs TTS configuration options in AI Administration, enabling admins to fine-tune voice stability, similarity, style, speaker boost, and auto language detection with near-real-time application.
  4. Added a chat-only mode for Graia CCaaS agent translation, allowing supervisors to disable translated audio and agent microphone so agents communicate via text/TTS only.
  5. Added the ability to export filtered conversation data to CSV from the portal, including key metadata, CSAT scores, and conversation links across all result pages.
  6. Added an isRecorded flag to voice conversations in the OData feed, enabling clear reporting on whether calls were recorded regardless of recording source.

Improvements and adjustments​

  1. Fixed an issue where campaign duplicate detection set to the tenant level did not automatically cancel duplicate callbacks, causing them to reach agents despite customer-connect deletion being enabled.
  2. Fixed an issue where workflow campaigns could exceed the configured maximum number of parallel calls, causing multiple numbers to be dialed simultaneously despite the set limit.
  3. Fixed an issue where agents could not accept incoming calls after changing the Agent UI language, causing the answer button to stop functioning.
  4. Fixed an issue where waiting and connected call metrics were not updating correctly in the raw data feed, causing discrepancies with the real-time values shown in the Wallboard portal.
  5. Fixed an issue where some voice conversations ended with an unclear reason and a missing channel identifier.
  6. Fixed an issue where the AI Enhancement 'Expand' feature could change the agent’s original intent instead of preserving the meaning of the drafted text.

January 31, 2026

This release includes new feature enhancements, extended language capabilities for voice bots, and several resolved issues to improve system performance and user experience.

Change log​

New functionality​

  1. Added channel-level KPIs to the wallboard feed for outbound performance metrics.
  2. Added a “Wait for customer reply” node to chat workflows, enabling timed follow-ups and automated handling of replies or timeouts.
  3. Added configurable postpone duration per campaign, allowing supervisors to set custom processing delays between 1 and 72 hours.
  4. Added the ability to create Serbian language profiles for voice bots with ElevenLabs text-to-speech.

Improvements and adjustments​

  1. Fixed an issue with ElevenLabs TTS affecting Hungarian date pronunciation and audio quality.
  2. Fixed an issue where the Realtime Reports Agents view showed an endless loading animation when no agents were logged in instead of a no-data message.
  3. Fixed an issue where agent avatars in the AUI displayed incorrectly instead of showing the user’s initials when no profile picture was uploaded.
  4. Fixed an issue where auto-cancelled callback tasks were incorrectly marked as abandoned and lowered SLA performance.
  5. Fixed an issue where email templates in Send Reply and Forward workflow nodes were not displayed in alphabetical order.

January 24, 2026

This release introduces new workflow controls, improved portal usability, and multiple stability fixes across voice, email, and campaign features.

Change log​

New functionality​

  1. Added a maximum conversation duration setting per voice workflow, with an automatic audio message played before the limit is reached.
  2. Added Soniox as a speech-to-text (STT) provider for live translation.
  3. Added always-visible search and expand/collapse controls in the portal.
  4. Added assigned workflow visibility on the channel section, with search by workflow name.

Improvements and adjustments​

  1. Fixed an issue where transcripts were intermittently generated in English instead of the configured default language.
  2. Fixed an issue where the conversation summary sometimes failed to generate after the conversation ended.
  3. Fixed an issue where a campaign call could be initiated while an outbound call was already in progress.
  4. Fixed an issue where the conversation summary button was displayed for translated calls.
  5. Fixed an issue where forwarded emails on IMAP channels were sent without attachments.
  6. Fixed an issue where agent replies were not visible after an email conversation was transferred to another channel.
  7. Fixed an issue where voice conversational bot flows could get stuck at the welcome message.
  8. Fixed an issue where campaign calls displayed incorrect call status information.
  9. Fixed an issue where workflow variable names containing hyphens could not be used in custom outbound SIP headers.