Introduction

This page contains release notes for Voice Cloud, meaning Enreach backend services.

2025.1.0

Roll-out starts on Jan 30, 2025

• Real-time transcription support

• Improved overflow management for service queues

• Improved SMS and Email notifications for callback requests

• API

  • Various minor improvements

2024.9.0

Roll-out starts on Dec 12, 2024

• Strong caller authentication by agent

• Renewed call KPI and metrics calculation

• API

  • New metrics endpoint for servicecalls

  • Various minor improvements

2024.8.0

Roll-out starts on Nov 7, 2024

• Security and privacy improvements

• API

  • Various minor improvements

2024.7.0

Roll-out starts on Oct 3, 2024

• Support for strong caller identification (Finnish Bank ID)

• CC: Support for queue-based service level

• API:

  • Support for call extra data retrieval

  • Various minor improvements

2024.6.0

Roll-out starts on Aug 29, 2024

• API:

  • Improved search options for outbound calls and callbacks

  • Various minor improvements

2024.5.0

Roll-out starts on Jun 6, 2024

• API: Various minor improvements

• CC: Various minor improvements

2024.4.0

Roll-out starts on May 2, 2024

• SmartRouting: Added additional data to routing requets

• API: Various minor improvements

• CC: Various minor improvements

2024.3.0

Roll-out starts on Apr 11, 2024

• API:

  • Improvements to recordings and transcription access management

  • Improved outbound servicecall displaynumber options

• CC: Add the concept of “week” for schedules

2024.2.0

Roll-out starts on Mar 7, 2024

• API and all clients: Users are now always authorized to view any service pools they are members of

  • Previously, access had to be explicitly granted with management groups

• API and all clients: Group managers can now add users in their own groups to service pools in their own groups

• API: Outbound call activation endpoint returns additional content in response to the request.

2024.1.0

Roll-out starts on Feb 8, 2024

• Post-call transcription service

  • Support for transcribing inbound and outbound calls

  • Transcript are exposed over the API

  • No end-user interface is available yet

• Webhooks: Added new event (User|Queue)CallConverted to indicate a call recording is ready to access

• API tweaks

  • API: Enable searching for callback requests with multiple assignment statuses

  • API: Improve performance when looking up calls with Modified parameters

2023.7.0

Roll-out starts on Dec 7, 2023

• API breaking change: /calls/ endpoint limits the max allowed lookup time range to 31 days

• API breaking change: /calls/ endpoint limits the max number of users in ?UserIds parameter to 5

• API breaking change: /servicecall/ endpoint limits the max allowed lookup time range to 31 days

• Support for custom on-hold music and UserOnHold/UserUnHold servicecall events

2023.6.0

Roll-out starts on Nov 2, 2023

• API: All urls now consistently documented without trailing slashes

  • Fully backwards-compatible, all urls equally work with trailing slashes

• API: Unknown paths and other miscellaneous errors now return more informative errors instead of full-page html

2023.5.0

Roll-out starts on Oct 12, 2023.

• Webhooks: Add CallAs number for CallOutGoing messages.

• API: Prevent adding users to IVR queues

• API: Filter directory results by entry type

2023.4.3

Roll-out starts on Sep 21, 2023.

• API: Fix for searching direct calls by number. Search now works as expected with international phone numbers.

• CC: direct agent calls may have prompts played with invalid language.

2023.4.2

Roll-out starts on Sep 14, 2023.

• Callback: Fixed old, handled callback items being allocated for handling again

• API: Enable accessing agent’s calls also by answer record id.

• API: Always return empty lists instead of null for /calls/ endpoint response data.

2023.4.1

Roll-out starts on Sep 7, 2023.

• API: Fix Callback auto-allocation endpoint

2023.4.0

Roll-out starts on Aug 31, 2023.

• CC: Added support for Time-to-live in FetchAllocation requests

• CC: Added new ‘Callback’ result type for service calls

• Webhooks: Added new event QueueChanged

• Core: Closed callbacks are deleted from the database six months after they are closed.

• API

  • Allow searching for user & service calls with multiple result types in one query

  • Allow searching by ExternalNumber in /calls/ endpoint

  • Combine previously separate Allocated + Answered rows for answered service call allocations in /calls/ endpoint

2023.3.1

Roll-out starts on Jun 15, 2023.

• Various internal fixes

2023.3.0

Roll-out starts on Jun 1, 2023.

• CC: Events for when incoming queue calls generate a callback

  • ServiceCallDetail events

  • Webhook events

  • Add “responsible queue” concept for callback requests

• API now exposes originating QueueId for CallbackRequests

• API: Speed up queue list loading

2023.2.4

Roll-out starts on May 11, 2023.

• API: Fix UserAvailability changes occasionally failing

2023.2.3

Roll-out starts on Apr 27, 2023.

• CC: UserStatus messages published for all users, not just queue members

2023.2.2

Roll-out starts on Apr 20, 2023.

• Core:

  • Fix some sound quality issues

  • Fix mute supervision calls

  • Fix recording start tone echoed to remote party

2023.2.1

Roll-out starts on Apr 3, 2023.

• Internal fixes

2023.2.0

Roll-out starts on Mar 30, 2023.

• Webhook: New event for UserSettings changed

• API: Filters for loading direct and service calls based on Modified timestamp

2023.1.0

Roll-out starts on Feb 16, 2023.

• New ServiceCall Types: Outbound Queue Call and Outbound Callback call