☎️Telephony Management System

FIRST LINE telephony management system update records, organized by ACD and IVR subsystems for easy lookup of fixes and adjustments in each version.

This page compiles the version update log for the FIRST LINE phone management system, and is organized by ACD and IVR ,SIP divided into sections, making it easy to quickly find historical fixes by subsystem.

ACD (Automatic Call Distribution) is mainly responsible for incoming call distribution, agent call control, and related call handling; IVR (Interactive Voice Response) is mainly responsible for interactive voice workflows and related routing functions; SIP (Session Initiation Protocol) is mainly responsible for establishing and controlling voice calls, as well as signal transmission between related communication devices.

ACD Update Log

ACD (p20260817)

1. Fixed an issue where Coach audio could not be recorded.

ACD (p20260615)

1. Fixed an issue where executing Coach while a call was on hold would trigger an abnormal release from hold, causing the customer to hear the agent's voice.

ACD 4.2 (p20250923)

1. Fixed an issue where monitoring performed while the agent was muted caused the mute function to stop working.

ACD 4.2 (p20250811)

1. Fixed an issue where, while a consult call was being executed, if someone else initiated monitoring on that call, it caused an abnormality in the call status service, resulting in connect_time,stop_time and other key records not being written correctly, leading to display errors.

ACD 4.2 (p20250506)

1. Fixed an issue where switching from Coach mode to Monitor mode and then disconnecting and re-monitoring caused an abnormality in the ACD service.

2. Fixed an issue in outbound calls (No DN Outgoing/Outbound) where the hang-up party judgment was abnormal.

ACD 4.2 (p20250418)

1. Fixed a case where directly changing the Hunt type in the Routing plan did not take effect.

2. Fixed an issue where the ACD backend did not record the target agent when directly dialing an agent extension.

ACD 4.2 (p20250305)

1. Fixed a probabilistic error in the calculation of Agent Answer Time seconds for Agent to Agent Calls. According to the definition,Agent Answer Time only records seconds when a normal call comes in to an agent (incoming call to agent). In the case of an outgoing call or an agent-to-agent call, Agent Answer Time should be 0 (ignored).

ACD 4.0 (p20250108)

1. Adjusted the display of the Disconnect from Hold flag: after the adjustment, when the customer hangs up first, the following flags will be displayed:

   • Customer Disconnect Call

   • Call Abandoned from Hold

2. Fixed internal call termination issue: Fixed an issue where making a consult call after an internal call would ensure that ending the internal call would not cause all calls to end at the same time.

IVR Update Log

IVR (p20260923)

1. Fixed an encoding conversion issue in date and time separators.

IVR (p20260812)

1. Improved stability issues that may occur when the IVR flow is used frequently ODBC database connectionand other possible stability issues.

IVR 4.0 (p20251008)

1. Fixed an issue in Get ACD DN where the number was abnormal when obtaining Current Queued Calls.

SIP Update Log

SIP (p202600904)

1. Fixed an issue where, upon receiving a reinvite during an incoming call, SIP returned the wrong Cseq ACK, resulting in no audio.