Aug 2025

🔇 Hangup Parameter Standardisation

What’s new?

• The Hangup By parameter in CDR (Call Detail Records) is now standardised across:
  • Live CDR
  • Historical CDR
  • APIs

Standard values:

• User Hangup → Customer ended the call
• Agent Hangup → Agent ended the call
• System Hangup → Call ended automatically by the system (timeouts, routing rules, failures)

Why this matters:

Previously, reports and APIs used inconsistent values (sometimes abbreviations, sometimes different words). This made automation and analysis difficult. Now, data pipelines, dashboards, and QA tools can consistently filter and analyse call endings without complex mapping logic.

🔗 Microsoft Dynamics 365 Integration

• Full integration guide here: Microsoft Dynamics 365 Documentation

Transfer Skill for Chat Campaigns

• New Skill Transfer checkbox is added for Skills section in Chat Campaigns
• Same as Voice campaigns Main Skills will be used for initial Chat Routing and Transfer Skills will be used for Skill Transfers
• If checkbox is enabled
  • Added skills in Transfer Skills will be shown to agents on Skill Transfer dropdown while transferring chats
• If checkbox is disabled

  • Skill Transfer for chats will be disabled on agent toolbar

    

    For Agent Transfer - it will still fetch the agents from Main Skill → Assigned Agents logic. No change in agent transfer list