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Release Name |
CX5.10.0 |
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Release Date |
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Release Summary |
Extends campaign opt-out detection across SMS, WhatsApp, and email, and adds regional calling-compliance checks for manually dialed outbound calls. CX Voice preview calls now show the campaign name on the ringing card, and calls get real-time transcription to help agents follow the conversation as it happens. Post-conversation surveys can now be triggered from web chat and WhatsApp conversations, and CX-Voice inbound calls get a new spoken IVR survey option. This release also masks credit card numbers and dates of birth in stored customer chat messages, fixes CX-Voice conversations not appearing in Quality Management and the Customer Widget's End Call button, and adds a front/back camera switch for mobile video calls. |
🚀 Deployment & Upgrade
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Scenario |
Guide |
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Deployment Guide |
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Upgrade from CX5.9.0 |
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New in CX5.10.0
Outbound Campaign
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Feature |
Description |
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Detect and Enforce Campaign Opt-Outs Across SMS, WhatsApp, and Email |
Outbound SMS, WhatsApp, and email campaigns now detect customer opt-out requests from multiple sources, including unsubscribe buttons, quoted campaign messages, direct text requests, and standard email unsubscribe links. The system confirms each opt-out request to the customer. Once a customer opts out, the system automatically excludes them from future campaign sends across all supported channels, eliminating the need for campaign operators to maintain suppression lists manually and helping ensure compliance. |
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Check Regional Compliance for Manually Dialled Outbound Calls |
When an agent manually dials an outbound call, the system now checks it against regional calling-compliance rules before connecting, the same protection already applied to campaign-dialled calls. This release also improves region lookup for Canadian numbers in shared area codes so contacts in specific areas are matched to the correct province instead of falling back to a generic region or failing compliance checks entirely. Disclaimer: Compliance jurisdiction is determined using area code and postal code mapping. In regions where area codes overlap, postal code identification applies. For mismatches with the client-provided postal codes, the client will not be contacted/dialed. ExpertFlow does not warrant the accuracy of the underlying libraries. For enhanced accuracy, clients may integrate their own third-party paid geolocation API. |
Agent Experience Improvement
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Feature |
Description |
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Show the Campaign Name on the Ringing Card for CX Voice Preview Calls |
When a CX Voice preview campaign call rings, AgentDesk now displays the campaign name on the ringing card, above the customer's name and number. Agents can identify which campaign is calling before accepting, skipping, or rejecting the call. The ringing card still shows the customer’s name and number as usual if no campaign name is available. |
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CX Voice now provides real-time speech-to-text transcription for inbound, outbound, and manual outbound calls, streamed live during the conversation. Agents can follow the conversation as text while it happens, which helps with comprehension in noisy environments or when speaking with non-native speakers. |
Post-Conversation Surveys
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Feature(s) |
Description |
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Trigger the Post-Conversation Survey from Web Chat and WhatsApp Conversations |
The multi-question, multi-step post-conversation survey delivered over SMS and WhatsApp can now be triggered after web chat, WhatsApp, and other non-voice conversations end, not just after Cisco voice calls. Campaign operators get consistent survey coverage across digital and voice channels, using the same Campaign Studio flow regardless of which channel the original conversation happened on. |
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When an agent ends a CX-Voice inbound call, the customer now hears a short IVR survey with multiple options played directly on the call, answered via keypad. This brings survey coverage to CX-Voice customers for the first time; the existing SMS/WhatsApp survey trigger doesn't support CX-Voice, only Cisco UCCX 15. |
Data Privacy & Security
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Feature(s) |
Description |
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Mask Credit Card Numbers and Dates of Birth in Customer Chat Messages |
Credit card numbers and dates of birth that customers type in chat are now masked before the conversation is stored permanently, reducing how much sensitive data lives in archived chat history. This covers customer-authored chat text only. Agent and bot messages, attachments, and other types of personal information are not masked by this feature, and it applies going forward rather than to previously stored conversations. |
Customer Widget Enhancement
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Feature(s) |
Description |
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The Customer Widget now shows a camera switch control on mobile video calls, letting customers toggle between their device's front and back camera during an active session. Customers can share what they see through the back camera, such as a product or a document, without ending and restarting the call. |
Bug Fixes
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Feature |
Description |
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Fix CX-Voice Conversations Not Appearing in Quality Management |
Issue: CX-Voice call recordings did not appear in the Quality Management Conversation List, and attempting to submit a review for these conversations failed. Resolution: CX-Voice conversations now appear correctly in the Quality Management Conversation List, and reviewers can submit reviews for them successfully. |
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Fix Customer Widget End Call Button Not Ending Video Sessions |
Issue: Clicking the End Call button during an active video session in the Customer Widget did not end the call. Resolution: The End Call button now correctly ends the video session. |
✅ Compatible with
This release has been thoroughly tested with various environments and tools.