We shipped two updates to ECC 4.x this autumn: 4.13.57 in September and 4.13.58 in October. They make your data layer more modern, give supervisors a clearer view of agent availability, keep calls flowing when something goes down, make routing easier to test, and protect customer phone numbers more consistently. Here are the highlights, followed by everything else we improved.
Built on PostgreSQL 18
ECC 4.x now runs on PostgreSQL 18, the latest major version of the database behind your contact center. It still works with PostgreSQL 10 and 14, so you can upgrade on your own schedule, and our team has a step-by-step upgrade guide ready.
PostgreSQL 18 also uses stronger password authentication by default, so moving to it improves security as well.
A few add-ons are still being certified on PostgreSQL 18: Facebook, Instagram, Google Play, Zoho Connector, Screen Recorder, the video service, and ACP backup restore and data cleanup. Talk to your account team before you upgrade if you use any of them.
See how much idle time was really available for calls
Idle time has always told supervisors how long an agent was free. It didn’t tell them whether that agent could actually be sent a call.
Reports now split idle time into two parts:
- Auto ON: time the agent was free and could automatically receive calls
- Auto OFF: time the agent was free but had paused automatic calls
The two figures always add up to the Idle Time you already know, so nothing in your existing reports changes. You’ll find the split in Summary and Interval-wise reports for activity from this release onward.
Calls keep flowing when a call context goes down
If you run more than one call context on the same call server, calls can now fail over between them automatically. Before, calls stayed on the primary context even when it was down.
Now, after a set number of failed calls in a row, new calls move to the backup context. They switch back once the primary is healthy again. You don’t need custom call flows to set this up.
Test your inbound routing in one place
Checking that an inbound number routes correctly used to mean opening several screens: the voice resource, call context, plans and call flow. Routing Test now checks the whole path on one screen. If something is missing, it tells you exactly what to fix.
Customer numbers stay masked everywhere
If you mask customer phone numbers, they now stay masked across the product, not just on the main screens. This release closes gaps in:
- Address Book exports
- the agent toolbar and call pop-ups
- the Salesforce toolbar, including saved customer names after a missed call
- reports, where phone and ID columns now appear only when you choose to show them
More improvements
For agents
- The after-call work timer now appears after missed and unanswered calls, not just connected ones.
- Agents can read full disposition names in the toolbar instead of cut-off labels.
- Transferred calls always show the Accept/Reject prompt instead of sometimes answering on their own.
- Logging in again while on a call no longer drops the call.
- The call card works properly in Arabic and other right-to-left languages, shows the queue for chats, and has updated French, Japanese, Thai and Arabic translations.
- A WhatsApp emoji reaction from a customer no longer clears their number or opens an empty chat.
For supervisors and reports
- Custom reports no longer get stuck waiting in the queue.
- Daily interval reports group activity by your local calendar day, not the server’s.
- Interaction, Feedback and CRM Lead reports show dates in your report time zone.
- Agent Productivity reports show correct service and idle time for preview dial calls that span two intervals.
- ACD reports no longer show duplicate rows after a service restart.
- CRM Lead Details reports fill in CRM fields for every connected lead, whenever the lead was uploaded.
- Reports load faster thanks to database tuning behind the scenes.
For admins
- Error messages link straight to the setting that needs fixing.
- Configuration errors show the real reason instead of a generic server error.
- The Auto Sync Enabled setting is back on the Admin screen.
- Call context names are checked for spaces and special characters before you save.
- A new SQL step in the call flow designer is hidden by default to prevent accidental access to data outside your account. Existing call flows that use it keep working.
- Failed email notifications now show as failed instead of sent.
- Bulk Edit works again for Zoho CRM user mapping.
Call recordings
- Supervisors can download several recordings at once without long waits.
- Downloading a transferred call’s recording now gives you the same part of the call you hear when you play it.
- Recordings stored on SFTP play and download from the correct folder.
- Recordings with network glitches or one silent side now convert reliably.
Integrations
- The Zendesk toolbar now meets Zendesk Marketplace security requirements.
- Zoho PhoneBridge records each call event once, shows the agent’s own phone number, and includes call duration for transfers.
- Click-to-dial from your CRM works even when the customer isn’t already a lead in the campaign.
- A new secure API lets your systems close out exactly the right call, even when several calls are active.
- We now collect basic, anonymous usage data from the voice toolbar inside your CRM, such as logins and click-to-dial, to find and fix problems faster. No phone numbers or personal IDs are collected, and you can ask us to turn it off.
Security
- Text typed into ticket notes and messages always shows as plain text and is never run as code.
- Error-log descriptions are cleaned and limited in length.
- Downloaded CSV files can no longer be opened from a copied link without logging in.
- Video KYC and the messaging service now run on a patched version of PHP.
- Secure recording login now works with single sign-on and CRM login.
Getting the update
Both releases are available now. Contact your Exotel account team to plan your upgrade.