We are excited to announce the XTIUM Contact Suite (XCS) v2025.3 release will be available on March 25, 2025.

New AI Features

1.    AI Directory Search - New SETUP activity AI Directory Search, based on the existing "Find Directory User" activity.

The activity is integrating AI by using so-called "embeddings". This is AI-vectorized data on which you can perform (close-match) searches. It is active on the Chat or Voice (Speech enabled) media types. For voice, we use Speech-To-Text to transcribe user input to be used as the search input.

The activity supports search on (part of a) name or optionally also on the extension.

If a result is found, the HPBX directory username and HPBX URI are stored in configured variables, similar to the original activity.

More details can be found here: AI Directory Search

 
2.    Copilot Agent AI Assistant - When enabled, this bot is designed to help agents and supervisors quickly look up information using natural language within the ECS applications. The knowledge base for this bot is configured per customer and may use the customer's public or private websites, Confluence, or any other data source.

More details can be found here:  Copilot AI Assistant for Agents 

New Features and Improvements

1.    XTIUM branding to all applications and web clients.
2.    eAgent - Active interaction - Add hold timer.
3.    eAgent - Interaction updated event from the server will update the interaction details fields while interaction is being offered.
4.    Supervisor - Improved performance for large campaign deletion process.
5.    SETUP - Assign Agent Activity was removed from the Channel flow editor as it is not allowed while a BP is not selected yet.
6.    SETUP Wizard - create a callback function with Voice Recorder activity after the Request callback.
7.    SETUP - support renaming Display Templates.
8.    Report 4.01 - Avoid duplicated records on both BP's and Channel.
9.    Report 4.04 - Voice Billing Enhancement.
10.    Report 4.09 - Voice and SMS Billing Report - Summary Only – Enhancement.
11.    SQL Server Performance was enhanced by replacing the historical data written to the database from a CLR mechanism to TSQL.
12.    Increase CRM contact Phone length to 256 chars to support large URI's.
13.    API - New method to hang up BP Interactions.
14.    API - New agent method to close all agent's interactions.

Bugs Fix

1.    In the Callback creation IVR flow, the callback audio message was not always captured correctly.
2.    Copying flows between BPs or between channels created broken references in the configuration.
3.    New agents' telephony lines were not initialized properly following a light deployment.
4.    eAgent Dashboard not refreshed following eSupervisor temporary assignments.
5.    New Chat Interface - UI Can't handle long messages.
6.    eAgent - Message input is missing in the chat consult interaction.
7.    eSupervisor - Missing wallboard cards.

What do you need to know?

1.    Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
2.    If your organization is staffed during maintenance, they will experience a short period of downtime (less than 10 minutes).
3.    Users will get a notification on their first login after the upgrade to accept and download the newest update. Please instruct your users to accept the application update.
4.    For more details about the steps, each customer can take after the release, see the Post-Release Testing.