CX Release Notes 5.8.0 | Expertflow CX

Release Name	CX5.8.0
Release Date	2026-08-04
Release Summary	Expands outbound campaigns beyond voice. Contact centers can now reach customers over Email, WhatsApp, and SMS using the same Campaign Dashboard and flow builder already used for voice, opening the door to multi-channel outreach without extra tooling. CX Voice Campaigns also gain a new Preview dialing mode, connecting the agent before the customer so every outbound call is deliberate and reviewed in advance. Introduces pause and resume call recording from Agent Desk, keeping information such as PINs or payment details out of the recording. Additionally, improves call recording reliability for multi-tenant CX Voice deployments.

Release Name

CX5.8.0

Release Date

2026-08-04

Release Summary

Expands outbound campaigns beyond voice. Contact centers can now reach customers over Email, WhatsApp, and SMS using the same Campaign Dashboard and flow builder already used for voice, opening the door to multi-channel outreach without extra tooling. CX Voice Campaigns also gain a new Preview dialing mode, connecting the agent before the customer so every outbound call is deliberate and reviewed in advance.

Introduces pause and resume call recording from Agent Desk, keeping information such as PINs or payment details out of the recording.

Additionally, improves call recording reliability for multi-tenant CX Voice deployments.

🚀 Deployment & Upgrade

Scenario	Guide
Deployment Guide	Deployment Guide
Upgrade from CX5.7.0	CX5.7.0 → CX5.8.0

New in CX5.8.0

Feature	Description
Add Call Recording Pause / Resume for CX Voice	Agents can now pause and resume live call recording directly from Agent Desk during an active CX Voice call, with a clear on-screen indicator showing whether recording is started, paused, or disabled. This lets agents protect sensitive information such as a PIN or payment details from being captured. Recording continues in the same file during the pause, with the sensitive portion masked, so that information never appears in playback.

Feature

Description

Add Call Recording Pause / Resume for CX Voice

Agents can now pause and resume live call recording directly from Agent Desk during an active CX Voice call, with a clear on-screen indicator showing whether recording is started, paused, or disabled.

This lets agents protect sensitive information such as a PIN or payment details from being captured. Recording continues in the same file during the pause, with the sensitive portion masked, so that information never appears in playback.

Outbound Campaigns

Feature	Description
Add Non-Voice Outbound Campaigns (Email, WhatsApp, SMS)	CX Campaigns now supports non-voice outbound campaigns, allowing you to reach customers via Email, WhatsApp, and SMS in addition to voice. Contact centers can run multi-channel outreach, such as promotions, reminders, or surveys, through the same Campaign Dashboard and flow builder used for voice campaigns, without needing separate tools.
Add Preview Dialing Mode for CX Voice Campaigns	CX Voice Campaigns now support Preview dialing mode, in which the dialer connects to the agent first and places the customer call only after the agent accepts. This gives agents the chance to review customer context before every call and ensures each attempt is deliberate, useful for high-value or compliance-sensitive outbound calling. Calls the agent skips or doesn't answer are excluded from future dialing automatically.

Feature

Description

Add Non-Voice Outbound Campaigns (Email, WhatsApp, SMS)

CX Campaigns now supports non-voice outbound campaigns, allowing you to reach customers via Email, WhatsApp, and SMS in addition to voice.

Contact centers can run multi-channel outreach, such as promotions, reminders, or surveys, through the same Campaign Dashboard and flow builder used for voice campaigns, without needing separate tools.

Add Preview Dialing Mode for CX Voice Campaigns

CX Voice Campaigns now support Preview dialing mode, in which the dialer connects to the agent first and places the customer call only after the agent accepts.
This gives agents the chance to review customer context before every call and ensures each attempt is deliberate, useful for high-value or compliance-sensitive outbound calling. Calls the agent skips or doesn't answer are excluded from future dialing automatically.

Bug Fixes

Feature	Description
Fix Recording Link Upload for CX Voice in Multi-Tenant Environments	Issue: In multi-tenant environments running both CX Voice and Cisco UCCX, recording links for CX Voice calls were not being uploaded, even though Cisco UCCX recording links continued to upload successfully. Resolution: Link Uploader now correctly retrieves and uploads CX Voice recording links in multi-tenant deployments, so CX Voice recordings appear in Interaction History alongside Cisco UCCX recordings as expected.

Feature

Description

Fix Recording Link Upload for CX Voice in Multi-Tenant Environments

Issue: In multi-tenant environments running both CX Voice and Cisco UCCX, recording links for CX Voice calls were not being uploaded, even though Cisco UCCX recording links continued to upload successfully.

Resolution: Link Uploader now correctly retrieves and uploads CX Voice recording links in multi-tenant deployments, so CX Voice recordings appear in Interaction History alongside Cisco UCCX recordings as expected.

✅ Compatible with

This release has been thoroughly tested with various environments and tools.