Release Notes - DC2025.02b - Neo (Arnhem)

Improved Dialogue Studio configuration guidance

Improved Dialogue Studio node guides with clearer validation, troubleshooting hints, and documentation references. This makes setup and maintenance easier for administrators and developers.

Refreshed Dialogue Cloud branding

Updated the Dialogue Studio experience to reflect the Dialogue Cloud brand with refreshed interface styling. This creates a more consistent experience across the platform.

Fixed consult transfer recovery in WebAgent

Fixed an issue where a consult transfer in WebAgent could not be started again after a connected participant was removed. This improves reliability for agents handling repeated consult scenarios.

Fixed AI Pathfinder routing after upgrade

Resolved an issue where the AI Pathfinder node could stop processing calls after a bundle upgrade to DC2025.01c. This restores expected call routing and helps conversations continue without manual intervention.

Corrected IVR menu action handling

Fixed the IVR Menu node action where selecting the "None" option did not behave as expected. This ensures calls route correctly when no follow-up action is required.

Fixed IVR menu timeout loop issues

Fixed a timeout issue in the IVR Menu node where returning to the menu could cause DTMF input errors. This improves call flow stability during repeated menu loops.

Fixed specific Dialogue Studio holiday handling

Fixed an issue where specific holiday entries in the Holidays node were not applied correctly or saved in the UI. This ensures holiday-based routing behaves consistently for scheduled scenarios.

Improved redirection stability

Strengthened redirect handling to reduce the risk of issues during call routing changes. This improves overall reliability in more complex contact redirect flows.

Improved Reason Code support in Neo

Improved NeoPlugin support for setting reason codes during call handling. This helps teams manage call outcomes more clearly and consistently.

Fixed visibility of UCC in WebAgent

Fixed an issue where the UCC option was not visible in WebAgent when outbound calling was disabled. This ensures the expected user experience is maintained for supported configurations.

Fixed short-number outbound calling

Resolved an issue where WebAgent could not place calls to numbers shorter than nine digits. This improves outbound calling reliability for valid local-number scenarios.

Reduced SQL load after upgrade

Resolved an issue where SQL load increased significantly after upgrading to bundle DC2025.01a. This supports better performance and steadier system behaviour under normal workloads.

Corrected wallboard SLA display

Fixed the WebWallboard display issue where SLA incorrectly appeared as 100% even when active calls were not meeting target performance. This gives supervisors a more accurate view of current service levels.

Fixed Salesforce CTI transcription issue

Resolved a transcription issue affecting Salesforce CTI in Neo Unify with ACS Transcription. This restores smoother handoffs and more reliable call handling in integrated workflows.

Fixed possible classification loss during live calls

Fixed a call-flow issue where classifications could become unavailable after a call was deleted and the conversation then auto-finished. This improves consistency in call handling and reporting.

Improved WebAgent outbound calling flow on Unify

Updated the WebAgent outbound calling flow for ACS so callers follow the expected user journey. This improves consistency when placing calls in supported contact center scenarios.

Fixed leftover transcription messages after transfer

Fixed a WebAgent issue where unresolved transcription messages remained after a transfer back to the original agent. This helps keep conversations clearer during complex call handoffs.

Fixed duplicate disconnect handling

Fixed an issue where the disconnect endpoint was called twice when an agent disconnected during a consult or delight flow. This improves call cleanup and reduces unnecessary processing.

Fixed classification loss during live calls

Fixed a call-flow issue where classifications could become unavailable after a call was deleted and the conversation then auto-finished. This improves consistency in call handling and reporting.

Fixed mute action participant lookup

Resolved an issue where mute actions were not processed correctly because the participant lookup used the wrong data. This improves reliability when controlling live call participants.

Fixed queued callback hang scenarios

Fixed a queued callback issue where call-control interactions could leave a conversation hanging. This improves stability during callback and call-management flows.

Fixed audio recording start setting

Resolved an issue where the AutoStartDirectInboundAudioRecording setting did not work correctly when set to False for a UCC in Direct Routing/Connect mode. This makes recording behavior more predictable for configured call flows.

Fixed Delight conference disconnect handling

Fixed a conference disconnect issue where a customer leaving the call could disrupt the Delight session. This improves reliability for shared call scenarios.

Fixed text-session initialization errors

Resolved an issue where an exception was thrown each time a text session was initialized. This improves stability for chat-based and messaging flows.

Fixed SharePoint endpoint field startup issue

Resolved a startup issue where SharePoint Core could not add the calculated Endpoint field in the Endpoints list. This improves reliability during service initialization.

Fixed duplicate timeline actions

Fixed an issue where duplicate accepted actions appeared in the timeline for agent-b interactions. This improves the accuracy of conversation history and supervisor review.

Fixed missing conversation-end timeline event

Fixed a timeline issue where ended email conversations appeared to remain open when the new History Service was configured. This improves accuracy in customer conversation status reporting.

Updated connection string support

Improved support for updated CDR connection strings so the platform can continue operating with the latest configuration values. This reduces setup friction during environment updates.

Fixed missing UCC visibility after upgrade

Fixed an upgrade issue where UCCs were no longer visible in WebAgent after a service update to DC2025.02a. This restores expected agent access in supported environments.