TotalCare - Notice history

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.3 to US - BND2 + BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 120 minutes
Start Date and Time: Monday November 24, 2025 08:00 (UTC)
End Date and Time: Monday November 24, 2025 10:00 (UTC)

There is no downtime expected during this maintenance window

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Changelog:
CCDEV-13194 Add User filter to real time ACD USERS Dashboard card
CCDEV-13150 Agent's Dashboard flashes data when paging through windows
CCDEV-12910 Calls routing to a greeting and then to a queue via an extension do not show up in reports
CCDEV-12812 Increase user password expiration time
CCDEV-13174 Transfers to Queue that hang up during pre-queue message causing discrepancy between offered and answered or abandoned counts
CCDEV-13142 Agentless callbacks not showing in queue time reports
CCDEV-13139 When requeuing a large amount of interactions form the dashboard, need to display to the user that it is working
CCDEV-13138 Attachments are not stored for more than 7 days on email queue though retention is set to 16 weeeks
CCDEV-13111 Agentless Callbacks - wrong CLID used on repeat callbacks
CCDEV-13081 Reporting: Exclude Callbacks from 'Offered to Queue Not Answered' count
CCDEV-13002 Screen recording inconsistent behavior
CCDEV-12973 Investigate and design solution for Subject Access Request(SAR)
CCDEV-12561 Purge Email data when using GDPR Forget Me API

Maintenance Type: Planned
Purpose: Deploy full release 25.3 to US - BND2
Impact: Short period of downtime during the window, for contact centers on BND2
Maintenance Window Duration: 6 hours
There may be a period of downtime during this window.

Full Release Notes will be sent separately.

Start Date and Time: Tuesday, November 18th, 2025 8:00 PM (Mountain Time)
End Date and Time: Wednesday, November 19th, 2025 02:00 AM (Mountain Time)

This upgrade applies to customers on US - BND2 only.

If you are unsure which BND (band) your contact centre uses, please follow these instructions

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 24.3.1 to US - BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 2 hours
Start Date and Time: Tuesday November 11th 08:00 UTC
End Date and Time: Tuesday November 11th 10:00 UTC

There is no downtime expected during this maintenance window

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Changelog:

CCDEV-13018: Fix Direct Line Calls Entering Infinite Loop When 'Check Logged In or Available' Behavior Queues to Unassigned Queue
CCDEV-12292: Fix Site Description Populating in AVA Portal Even When Forwarding Number Belongs to a Different Contact Center
CCDEV-12490: Fix User Lookup Table Not Populating Correct Data from Contact Center to Customer SQL
CCDEV-11052: Restrict Root Folder Access and Secure Ringtone File Selection for Incoming Call Alerts
CCDEV-12956: Enable Dynatrace Real-Time User Monitoring for Agent Experience
CCDEV-12483: Fix Office Hours Not Respected Due to Missing Time Zone Selection, Causing Inconsistent Call Routing Across Environments
CCDEV-13046: Fix Requeue Icon Missing in Active Contacts Dashboard Preventing Users from Requeuing Queuing Contacts
CCDEV-12957: Fix Chats Remaining Stuck in "Received" or "WebSocketClosed" State Due to Session Handling Errors
CCDEV-13039: Fix Contact Manager > All Interactions page being visible to ACD-only users instead of being restricted to Managers and Administrators
CCDEV-13063: Dashboard Requeue Role Now Grants Access to All Requeue Options Regardless of Queue Settings

Maintenance Type: Planned
Purpose: Deploy full release 25.3 to US - BND3
Impact: Short period of downtime during the window, for contact centers on BND3
Maintenance Window Duration: 6 hours
There may be a period of downtime during this window.

Full Release Notes will be sent separately.

Start Date and Time: Tuesday, November 4th, 2025 8:00 PM (Mountain Time)
End Date and Time: Wednesday, November 5th, 2025 02:00 AM (Mountain Time)

This upgrade applies to customers on US - BND3 only.

If you are unsure which BND (band) your contact center uses, please follow these instructions

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.5 to US - BND3
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 6 hours
Start Date and Time: Thursday September 4, 2025 01:00 AM (Mountain Time)
End Date and Time: Thursday September 4, 2025 07:00 AM (Mountain Time)

This window applies to customers on US - BND3 only.

There is no expected downtime during this window.

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

This maintenance release includes a set of larger items that were not part of our last release but are important to have in place ahead of upcoming customer go-lives. While our maintenance releases typically focus on smaller bug fixes, we made the decision to include these changes now in order to align with customer onboarding timelines rather than waiting until the next scheduled release.

Changelog:
Change Request: Enable Post-Interaction Surveys on Callbacks, Scheduled Follow Ups, Agentless Dialer and Preview Dialer
Risk: Low
Reference ID: 11876, 11789

Change Request: Fix Agentless Voice Campaign calls not going to Wrap Up
Risk: Low
Reference ID: 11850

Change Request: Allow Agent Profile to update when not on Primary Band
Risk: Low
Reference ID: 11866

Change Request: Improve labels on TTS languages to display English language name
Risk: Low
Reference ID: 11583

Change Request: Enable option to require dispositions when using Wrap Up with a Timeout
Risk: Low
Reference ID: 11749

Change Request: New API for Callback StartInteraction
Risk: Low
Reference ID: 11877

Change Request: Enable capability to Bulk Admin Requeue
Risk: Low
Reference ID: 11872

Change Request: Add DNC controls and error messages to restrict by number or globally for voice and text messaging
Risk: Low
Reference ID: 11442, 11957

Change Request: Enable API throttling to allow limits on API key usage
Risk: Low
Reference ID: 7520

Change Request: New Completion Code for Pending Callbacks and Voicemails
Risk: Low
Reference ID: 11563

Change Request: Enable agents ability to “Reply” directly to a voicemail, linking it to a Master SessionID
Risk: Low
Reference ID: 11533

Change Request: New metrics added, including:
Abandoned in IVR, Active Talk Time, Avg Consult Hold Time, Avg Hold Time, BCC, CC, Conference In, Conference Out, Consult Hold Count, Consult Hold Time, Consult Time, Consults In, Consults Out, Hold Count, Hold Time, Hold or Consult Count, Hold or Consult Time, Touchpoint Description, User Composing Time (Email), User Email Address, User Reading Time (Email), UserID (Survey source)
Risk: Low
Reference ID: 12002, 11806, 11710, 11665, 11777, 11971, 11667

Change Request: Fix Evaluation Lists not loading
Risk: Low
Reference ID: 11892

Change Request: Fix binding expiration causing duplicate HSMs and duplicate HSM consumers
Risk: Low
Reference ID: 11800, 11902

Change Request: Only display dashboard Messaging icon if PBX Module is installed
Risk: Low
Reference ID: 11974

Change Request: Add Silence as an option for InQueueMusic
Risk: Low
Reference ID: 11975

Change Request: Fix blank page for “View Details” in CDR or Detailed History in some environments
Risk: Low
Reference ID: 11822

Change Request: Add new dashboard card to display Dialer Campaign Progress
Risk: Low
Reference ID: 11851

Change Request: Fix IVR Timeline Path report to display in chronological order
Risk: Low
Reference ID: 11490

Change Request: Enable ability to turn on auto-answer for callbacks, voicemails and all written channels
Risk: Low
Reference ID: 11893

Change Request: New values added to CallType reporting metric
Risk: Low
Reference ID: 11709

Maintenance Type: Planned
Purpose: Deploy minor maintenance release 25.2.5 to US - BND2
Risk: Low
Impact: None
Expected Downtime Duration: None

Maintenance Window Duration: 6 hours
Start Date and Time: Wednesday September 3, 2025 01:00 (Mountain Time)
End Date and Time: Wednesday September 3, 2025 07:00 (Mountain Time)

This window applies to customers on US - BND2 only.

There is no expected downtime during this window.

IMPORTANT:
After this work is completed, please ask all agents to clear their browser cache and restart their computer.
Instructions for Clearing the Browser Cache in Google Chrome
Instructions for Clearing the Browser Cache in Microsoft Edge

This maintenance release includes a set of larger items that were not part of our last release but are important to have in place ahead of upcoming customer go-lives. While our maintenance releases typically focus on smaller bug fixes, we made the decision to include these changes now in order to align with customer onboarding timelines rather than waiting until the next scheduled release.

Changelog:
Change Request: Enable Post-Interaction Surveys on Callbacks, Scheduled Follow Ups, Agentless Dialer and Preview Dialer
Risk: Low
Reference ID: 11876, 11789

Change Request: Fix Agentless Voice Campaign calls not going to Wrap Up
Risk: Low
Reference ID: 11850

Change Request: Allow Agent Profile to update when not on Primary Band
Risk: Low
Reference ID: 11866

Change Request: Improve labels on TTS languages to display English language name
Risk: Low
Reference ID: 11583

Change Request: Enable option to require dispositions when using Wrap Up with a Timeout
Risk: Low
Reference ID: 11749

Change Request: New API for Callback StartInteraction
Risk: Low
Reference ID: 11877

Change Request: Enable capability to Bulk Admin Requeue
Risk: Low
Reference ID: 11872

Change Request: Add DNC controls and error messages to restrict by number or globally for voice and text messaging
Risk: Low
Reference ID: 11442, 11957

Change Request: Enable API throttling to allow limits on API key usage
Risk: Low
Reference ID: 7520

Change Request: New Completion Code for Pending Callbacks and Voicemails
Risk: Low
Reference ID: 11563

Change Request: Enable agents ability to “Reply” directly to a voicemail, linking it to a Master SessionID
Risk: Low
Reference ID: 11533

Change Request: New metrics added, including:
Abandoned in IVR, Active Talk Time, Avg Consult Hold Time, Avg Hold Time, BCC, CC, Conference In, Conference Out, Consult Hold Count, Consult Hold Time, Consult Time, Consults In, Consults Out, Hold Count, Hold Time, Hold or Consult Count, Hold or Consult Time, Touchpoint Description, User Composing Time (Email), User Email Address, User Reading Time (Email), UserID (Survey source)
Risk: Low
Reference ID: 12002, 11806, 11710, 11665, 11777, 11971, 11667

Change Request: Fix Evaluation Lists not loading
Risk: Low
Reference ID: 11892

Change Request: Fix binding expiration causing duplicate HSMs and duplicate HSM consumers
Risk: Low
Reference ID: 11800, 11902

Change Request: Only display dashboard Messaging icon if PBX Module is installed
Risk: Low
Reference ID: 11974

Change Request: Add Silence as an option for InQueueMusic
Risk: Low
Reference ID: 11975

Change Request: Fix blank page for “View Details” in CDR or Detailed History in some environments
Risk: Low
Reference ID: 11822

Change Request: Add new dashboard card to display Dialer Campaign Progress
Risk: Low
Reference ID: 11851

Change Request: Fix IVR Timeline Path report to display in chronological order
Risk: Low
Reference ID: 11490

Change Request: Enable ability to turn on auto-answer for callbacks, voicemails and all written channels
Risk: Low
Reference ID: 11893

Change Request: New values added to CallType reporting metric
Risk: Low
Reference ID: 11709