> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/master/change-log/acd.md).

# Telephony Management System

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

This page compiles the version update records of the FIRST LINE telephone management system, and is organized by **ACD** and **IVR** ,**SIP** sections, making it easy to quickly find historical fixes by subsystem.

{% hint style="info" %}
ACD (Automatic Call Distribution) is mainly responsible for incoming call distribution, agent call control, and related telephony processing; IVR (Interactive Voice Response) is mainly responsible for interactive voice workflows and related routing functions; SIP (Session Initiation Protocol) is mainly responsible for the establishment and control of voice calls, as well as signal transmission between related communication devices.
{% endhint %}

## ACD Update Log

### ACD (p20260615)

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

### ACD 4.2 (p20250923)

1. Fixed a problem where monitoring was executed while the agent was muted, causing the mute function to stop working.

### ACD 4.2 (p20250811)

1. Fixed an issue where, while a secondary call was in progress, if someone else initiated monitoring on that call, it would cause 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 the issue where after switching from Coach mode to Monitor mode, disconnecting and then monitoring again caused an ACD service abnormality.
2. Fixed the issue in outgoing calls (No DN Outgoing/Outbound) where the hang-up side was determined incorrectly.

### ACD 4.2 (p20250418)

1. Fixed a situation where directly changing the Hunt type in the Routing plan did not take effect.
2. Fixed the issue where, when directly dialing an agent extension, the ACD backend did not record the target agent.

### ACD 4.2 (p20250305) <a href="#id-4.0-p20250108" id="id-4.0-p20250108"></a>

1. Fixed the occasional miscalculation of Agent Answer Time seconds in Agent to Agent Call. According to the definition,**Agent Answer Time only records seconds for normal incoming calls to an agent. In outgoing calls or agent-to-agent calls, Agent Answer Time should be 0 (ignored).**

### ACD 4.0 (p20250108)

1. Adjusted the display of the Disconnect from Hold label: after the adjustment, when the customer hangs up first, the following labels will be shown:
   * **Customer Disconnect Call**
   * **Call Abandoned from Hold**
2. **Fixed the internal call termination issue:** Fixed the issue during secondary calls after an internal call, ensuring that ending the internal call does not cause all calls to end at the same time.

## IVR Update Log

### IVR (p20260812)

1. Improved stability issues that may occur when the IVR flow frequently uses **ODBC database connections**.

### IVR 4.0 (p20251008)

1. Fixed the issue where the Get ACD DN function had an abnormal count when retrieving Current Queued Calls.

## SIP Update Log

### SIP (p202600904)

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