Upgrading from version 26.20.8 to 26.36.5

This update makes everyday tasks easier, with faster contact searches, clearer interaction history and more ways to monitor team activity. Agents can schedule follow-up calls directly from the WebClient, while supervisors get better filtering and group messaging options. The release also improves accessibility, Virtual Assistant conversations, security and reliability.

Copy contact details and email subjects

You can now select and copy contact details displayed in the WebClient, including phone numbers and email addresses. Email subjects can also be copied, making it easier to reuse information when updating records or following up on an enquiry.

Clearer row selection in Call Tracking

Clicking a row in Supervisor’s Call Tracking now marks it as the active row and opens the associated details and recording player. This makes it easier to see which call you are reviewing as you move through the results.

Start a call with the Enter key

Agents can now start a call by pressing Enter after typing a telephone number or searching for a contact in the WebClient directory. When searching, pressing Enter calls the top search result.

Administrators can enable or disable this centrally using the Start call on Enter setting in Administrator.

Search within a Phone Book list

Finding a contact is quicker when you already know which group to look in. The WebClient Phone Book now lets you search within a selected Division, Company, Department, Favourites list or contact group.

When you are inside a list, shown by the back arrow above the results, your search applies to that list. If there are no matches, a message gives you the option to search the full directory with one click.

Results keep the familiar order, with exact matches and names starting with your search text appearing before broader matches. You can also add Divisions, Companies and Departments to Favourites for quicker access.

Searching from the main directory continues to search all contacts.

See missed calls at a glance

A red badge on the Contact Log now shows how many calls you have missed. The badge clears automatically when you open the call list.

If you use the WebClient as an installed Progressive Web App (PWA), supported browsers and operating systems can also show a badge on the application icon. This helps you spot missed calls when the app is minimised or you are working elsewhere.

See more interactions in the Contact Log

The Contact Log now brings voice calls and other interactions together, giving agents a clearer view of their contact history.

Email, SMS and Webchat messages appear alongside calls, each with a recognisable icon. Incoming, outgoing and missed call icons retain their familiar appearance.

Schedule follow-up calls from the WebClient

Agents can now arrange a follow-up call using Schedule Call in the contact card menu.

Choose a service queue, select a future date and time, and add an optional message. Calls can be scheduled for internal users, external contacts, guest users and telephone numbers that have not been saved.

The call is routed through the selected service queue, so it can still be handled if the original agent is unavailable.

Keep your status after reconnecting

The WebClient now restores your previous status after a temporary connection loss, including when the interruption caused you to be logged off before reconnecting.

This helps prevent you from unexpectedly becoming Available and receiving interactions while you are still taking a break or completing other work.

Better support for assistive technologies

The WebClient includes accessibility improvements as part of ongoing work towards WCAG 2.1.

Screen readers now announce incoming calls and call state changes with caller and queue information. Notifications are announced according to their severity, while announcements are queued and repeated messages are removed to avoid overwhelming the user.

Lists, cards, tables and forms have clearer structure for assistive technologies. Form fields and buttons also have clearer accessible labels, and shared interface components behave more consistently with screen readers such as JAWS.

Give each Webchat channel its own look

Administrators can now apply a separate style to each Webchat channel. This makes it easier to support different brands, departments or organisations within the same Cirrus Halo environment.

Styles are created in Webchat Styles in Administrator and linked to individual channels. Alongside the available theme settings, System Administrators can use custom CSS for more detailed branding and layout changes.

Changes become visible after refreshing the Webchat page.

More detail in the Wallboard 

Check out the Wallboard guide for a full list of all the available widgets.

Give Wallboard widgets clearer titles

All Wallboard widgets now support custom titles, making it easier to tell them apart when several display similar information.

The title entered in Administrator can now appear on the Wallboard, replacing titles based on router or group names. Administrators can use Show Title to choose whether each widget’s title is displayed.

Agent List

A new Agent List widget gives teams a clearer view of agent activity and availability.

It displays agent names, profile pictures and current statuses. Administrators can also choose up to two performance measures per agent, including:

• Time in the current status.
• Handled voice interactions.
• Total handled interactions.
• Missed calls.

The widget also supports different name formats, status summary totals and paging for larger teams. Its layout improves readability when viewing a Wallboard from a distance.

The existing Agent widget remains available, so you can choose the view that suits your team.

Outbound Routers

A new Outbound Routers widget provides a clearer view of outbound activity and callback queues.

It includes figures for calls, answered calls, waiting calls, waiting time, failed calls and abandoned calls. Columns for failed and abandoned calls can be shown or hidden to maintain focus on the information your team needs.

Speed of Answer metric in Wallboard

Wallboard now includes a Speed of Answer metric, giving teams another way to monitor how quickly calls are answered.

Filter Supervisor monitors by column

Supervisor monitors now support filters on individual columns, making it easier to find specific agents and focus on relevant information.

Column filtering is enabled by default in Agent Monitor. Use the filter icon in a column header to show or hide its filter controls.

Your filter preferences are saved in the browser for future sessions, reducing the need to set up the same view each time.

Send an internal message to several agents

Supervisors can now select multiple agents in Agent Monitor and send them an internal message in one action.

Use Ctrl+Click to select agents, then choose the message icon above the grid. An optional checkbox column provides another way to select agents and can be shown or hidden through the column filter menu.

Choose Lost Call Quote in queue statistics

Administrators can now choose to display Lost Call Quote (LCQ) instead of Service Level in the WebClient queue statistics panel.

When enabled, LCQ appears in both the Actual and Day statistics. This gives teams an alternative measure for monitoring queue performance.

The setting is disabled by default, so existing environments continue to show Service Level unless an administrator changes it.

Interrupt the Virtual Assistant by speaking

The Virtual Assistant now supports barge-in, allowing callers to interrupt a prompt simply by speaking. As soon as the caller starts talking, the assistant stops playing the prompt and begins listening.

This makes conversations faster and more natural, particularly for callers who already know what they want to ask.

Control which resources a Virtual Assistant can use

Administrators can now define an approved list of resources for each Virtual Assistant tool. These can include transfer destinations, routers, telephone numbers, email addresses and lookup files.

Each tool request is checked against its approved list before it runs. Requests to use resources outside that list are blocked, helping administrators control which destinations and data sources the assistant can access.

Translate chat messages in the WebClient

Agents can now translate chat messages directly in the WebClient, making it easier to help customers who speak a different language.

The translation panel lets agents translate selected text or enter text manually. Translated content can then be copied or added directly to the message composer for review before sending.

Current supported languages:

• English
• Danish
• Dutch
• French
• German
• Swedish

The translation service must be configured before use. Administrators can control whether the feature is available using the Show live translation in chat setting in Administrator.

Call recordings

Unexpected sign-in prompt: Downloading a recording from Supervisor no longer displays an unnecessary username and password dialogue box.

Missing recordings: Fixed an issue where call recordings were not appearing for some routers.

Recording downloads: Resolved an issue that prevented some call recordings from being downloaded.

Contacts and sign in

Incorrect contact names: Fixed an issue where agent names were incorrectly associated with customer telephone numbers in the external contacts directory.

SSO with apostrophes: Agents whose email addresses contain an apostrophe can now sign in using single sign on (SSO).

Reporting and agent statuses

Agent Availability report: Corrected an issue that caused the report to show inaccurate status information.

Custom status names: In Tracking > Agent Availability, custom statuses now display their configured titles instead of numeric codes.

Agent workflows and administration

Missing post call qualifiers: Fixed an issue where some post call qualifiers were not displayed.

Browser notifications: Resolved an issue where browser notifications remained visible instead of disappearing automatically.

Outbound service names: Fixed an issue that prevented outbound services from being renamed.

WebClient and calling

• Improved WebClient stability, including fixes for freezing, loading, sign in and sign out.
• Updated the sign in warning display.
• Improved keyboard navigation, including retaining focus after pasting a number and focusing the Answer button when a call arrives.
• Fixed issues with calls not appearing and with answering, transferring, ending and resuming calls placed on hold.
• Improved call reliability and corrected unexpected call diversion.
• Fixed callback rerouting and issues that unexpectedly placed agents Offline.
• Corrected outbound calling issues involving caller ID and missing contact details.
• Fixed calls between agents using Favourites.
• Fixed an issue where an internal extension matching a short external number prevented the external number from being dialled.
• Corrected Microsoft Teams calling issues, including missing audio and errors when ending calls.
• Fixed missing queue announcements and system prompts that did not play in full.
• Corrected missing call history entries and years.
• Corrected calendar formatting, note timestamps and the deletion and positioning of custom locations.
• Updated fonts, profile icons, avatar alignment, close buttons and layouts on smaller screens.

Agent statuses and Supervisor

• Corrected missing user statuses in Supervisor and status handling after chat and after call work.
• Fixed the use of configured status durations, selection of breaks and changes to colleagues’ statuses.
• Improved outbound service status handling and fixed routed calls unexpectedly changing agents to Offline.
• Added an agent filter in Tracking and improved Call Tracking search and detail loading.
• Fixed missing call details, including calls made between midnight and 02:00.
• Corrected focus and translation issues in outbound call tracking.
• Improved retained sort order, keyboard navigation, side panel accessibility and scrolling.
• Fixed Agent Monitor issues when group membership changed and reduced unexpected grid movement when filtering.
• Improved monitor layouts and Agent List widget scaling.
• Corrected outbound job times, removed withdrawn jobs from the monitor and restored detailed outbound tracking.
• Fixed assistance requests appearing for the wrong supervisor.
• Improved Supervisor sign in reliability, service availability and licence availability messages.

Call recordings

• Restored missing recording markers and deleted recording icons.
• Corrected recording deletion behaviour.
• Fixed an issue that allowed agents to access other agents’ recordings from the call list.

Reports and Wallboard

• Corrected routed call figures, Queue Performance results, Agent Summary status codes and missing Agent Interview Results.
• Fixed report generation errors, truncated data, incorrect separators and results that did not match the selected parameters.
• Restored reporting controls, including the Reporting button and report editing and deletion.
• Corrected overlapping controls and missing time fields in the report wizard.
• Fixed scheduled report delivery, email timings, delays before the first run and FTP scheduling options.
• Updated customer specific reports and corrected reporting translations.
• Included updates relating to adherence reporting.
• Added router or agent group titles to the Agent widget.
• Fixed Wallboard freezing, empty displays and loading failures, including failures caused by duplicate status names.
• Restored missing email routers and threshold warning indicators.
• Improved Wallboard sign in styling and licence release.

Contacts and directories

• Fixed external contact imports that failed or reported success without loading the contacts.
• Corrected missing external contacts, telephone number recognition on person and household cards and contact lookup during callbacks.
• Restored personal contact deletion and missing operator information.
• Fixed restricted display settings that hid a contact’s name but left the telephone number visible.
• Prevented internal messages from being sent to external contacts.

Email, Webchat and notifications

• Fixed old or completed emails returning to the queue and preventing newer messages from appearing.
• Corrected emails being marked as Done before they had been handled.
• Fixed missing emails after an upgrade and improved handling of invalid addresses, email archiving and mail permissions.
• Improved reply, consultation and forwarding controls.
• Fixed Webchat availability and email address handling during chat.
• Corrected the saving of qualifiers for Webchat and text interactions.
• Fixed voicemail sender icons and the Voicemail tab appearing without the required access.
• Corrected repeated voicemail alerts, notifications containing formatting code and missing alerts after Webchat summaries.
• Restored the option to disable new queue item notifications.

Summaries, language and virtual assistants

• Fixed missing callback summaries and errors affecting conversation summaries and the call list.
• Improved automatic summary performance.
• Added translation in the interaction composer and improved the translation editor.
• Corrected custom language handling, missing translations and translated labels across statuses, tracking, reports and statistics.
• Improved virtual assistant call transfers.
• Added keyword based FAQ handling without requiring a large language model.
• Improved content retrieval relevance and resolved issues affecting AI agents.

Administration, integrations and mobile

• Improved searching and sorting in client settings and performance when editing large FAQ collections.
• Restored prompt playback controls and corrected data task scheduling and CSV output settings.
• Added Excel and CSV export for third party telephone system extensions.
• Fixed Microsoft sign in following a service switchover and improved Teams WebClient connection handling.
• Fixed mobile app sign in and the ability to mark favourites.
• Corrected Calabrio synchronisation and issues affecting the Cegeka, Itris and Embrace integrations.
• Fixed missing contact records and summaries in the Aareon integration.