This technical release bulletin provides an overview of the new features and enhancements for the indicated release of the Attendant Console for Dialogue Cloud.
88959 - New tab in Admin portal to manage contact cache
There is now a Cache Management tab available in Admin Portal, where you can see the status of the (sqlite) contact cache. It shows when the cache will expire as well as a means to remove one, or all entries, so that the data will be refreshed in the Attendant upon search, and you don't have to wait for the retention time to expire or are able to recover from a corrupted cache file. It needs the CacheManagement permission and _UseAdminPortalDesignSystems feature flag.
123730 - Improved Callback Email: Use Actual Caller Number by Default
When a caller is recognized as a known contact from OmniDir, ACDC previously used the contact’s primary business number as the default call-back number in the call-back email; even if the call was made from a different number, such as a mobile phone.
With this update, the actual number used by the caller will now be pre-filled by default, while allowing the operator to freely select a different number if needed. This ensures more accurate and flexible call-back handling.
123768 - Admin Portal Updated to New Design System
The Admin Portal used to configure ACDC now adopts the new design system, bringing a more consistent and modern user experience.
With this update, all Attendant-related configuration components have been aligned with the new design.
122614 - Choose Outbound Endpoint per UCC for Calls on Behalf
ACDC now supports selecting a specific outbound endpoint within a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. when placing calls on behalf.
Previously, attendants could only choose a UCC for outbound calling, and the main endpoint of that UCC was always used automatically. With this update, attendants can now select from all available endpoints defined for a UCC, offering more flexibility and control over outbound call identity.
137701 - Cancel Consultation Calls Before Acceptance
Attendants can now cancel consultation calls in ACDC before the consultee has accepted the call.
This enhancement provides more control in consult transfer scenarios, allowing operators to manage calls efficiently and avoid unnecessary connections.
Note
Dialogue Cloud bundle A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. DC2025.01 or higher is required for this feature to work.
124951 - Fixed: Teams Out of Office Presence Now Displayed Correctly
The Teams Out of Office presence state is now correctly passed through and displayed in ACDC again.
Previously, this status was not shown for contacts, which could lead to incomplete presence information. With this fix, attendants once again see accurate Out of Office indicators directly within the console.
103608 - View Call History in ACDC
Attendants can now add a widget to view the call history directly within ACDC.
This includes handled calls of all user-assigned UCC's, allowing operators to easily review past conversations and quickly call back customers when needed.
With this addition, attendants gain more insight into their recent activity and improved follow-up capabilities.
137203 - Wrap-up Timer Display Fixed for All Agents
The wrap-up timer is now displayed correctly for all agents after handling a call.
Previously, the timer was not visible for some agents whose UPNs contained uppercase letters due to a case-sensitive check. This issue is now resolved, so agents can see their wrap-up timer regardless of how their UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). is defined in MS Entra.
126637 - Alert Displayed When Selected Outbound Call Endpoint Becomes Unavailable
ACDC now notifies attendants when their previously selected outbound call endpoint is no longer available.
Previously, if the selected outbound call endpoint was removed or the agent was de-registered, calls could not be placed, but attendants might not have noticed the issue. With this update, a clear message is shown whenever the selected endpoint is invalid, helping operators quickly select an alternative and continue making outbound calls without confusion.
141420 - Fixed: Call Controls Now Available for Internal Calls Between Agents
An issue has been resolved where call control options, such as hold and transfer, were not shown when making calls between agents registered to the same UCC.
With this fix, the call is now correctly recognized as connected, and all relevant call controls become available as expected.