What's new in July 2026?

9.16.11

VCC-185645

Calls routed using adaptive routing now correctly track interaction state when a customer disconnects before an agent accepts, ensuring accurate attribution and timeout handling.

9.16.11

VCC-185642

Interactions are now routed correctly for tenants that were deleted and recreated during platform migrations, preventing routing failures caused by cached configuration data.

9.16.11

VCC-185592

Call recordings are now captured completely in cases where the second leg of a warm transfer was previously missing.

9.16.11

VCC-185405

Calls waiting in queue no longer get stuck on hold music  when an agent fails to answer during an active IVR interval.

9.16.11

VCC-185272

Warm transfers to external numbers now maintain a consistent session ID throughout the call, ensuring accurate reporting and tracking.

9.16.11

VCC-185166

Call recordings for interactions that were requeued after failed transfer attempts are now saved as a single file instead of multiple separate files.

9.16.11

VCC-184678

Call recordings for the receiving agent's leg of a warm transfer are no longer missing due to a race condition during the transfer handoff.

9.16.11

VCC-184453

Newly created agent groups now appear correctly in QM/SA for US region tenants.

9.16.11

VCC-184441

Agents no longer get stuck in wrap-up status after completing a warm transfer, allowing them to return to available state as expected.

9.16.11

VCC-184383

Keypad inputs during a callback queue menu are now captured correctly even when an agent's phone is ringing at the same time.

9.16.11

VCC-184169

Improved internal event processing reliability to prevent slowdowns when a server component becomes unavailable.

9.16.11

VCC-184125

Queue-based recording percentages now reflect the configured rate accurately, resolving a discrepancy where more interactions were being recorded than intended.

9.16.11

VCC-183674

Audio issues are fixed for outbound calls. The original caller is no longer muted instead of being placed on hold.

9.16.11

VCC-183261

Call recordings for cold and warm transfers are now captured in full, ensuring complete records are available for review.

9.16.11

VCC-183081

A race condition that caused call recordings to be missing after a transfer has been resolved.

9.16.11

VCC-181742

Wrap-up time now ends correctly after a call transfer, preventing agents from remaining stuck in an unresponsive state.

9.16.11

VCC-181487

Agents can now park email interactions.

9.16.11

VCC-181488

Agents can now unpark email interactions, and return to Busy status.

9.16.10.1

VCC-183446

Fixed an issue  in 8x8 Agent Workspace where queue calls could become stuck if a queue timeout or similar transition occurred while the call was ringing to an agent.

9.16.10

VCC-178861

Fixed an issue where the Monitoring tab in 8x8 Agent Workspace displayed agents as being Available even after they had already logged out.

9.16.10

VCC-179159

Fixed an issue where supervisors were unable to change an agent’s status in 8x8 Supervisor Workspace after the first update.

9.16.10

VCC-179169

Fixed an issue where cold transfers failed when an agent was being monitored by a supervisor who had already logged out.

9.16.10

VCC-179503

Fixed an issue where supervisors using 8x8 Supervisor Workspace were unable to log agents out even though other status changes worked correctly.

9.16.10

VCC-180004

Fixed an issue where adding another participant to an active call could cause the call to drop for all parties when the invited user was unavailable (such as logged out, busy, or working offline).

9.16.10

VCC-180393

Fixed an issue where queue-level voicemail timeout settings were not applied when calls entered the queue through an External IVR.

9.16.10

VCC-180786

Fixed an issue where cold transfers to an agent did not follow the Agent Extension script configured to forward calls to voicemail.

9.16.10

VCC-180870

Fixed an issue where calls could drop when an agent rejected or did not answer a blind transfer that routed to a voicemail PBX Auto Attendant.

9.16.10

VCC-181092

Fixed an issue where interactions that timed out were incorrectly marked as rejected.

9.16.10

VCC-181211

Fixed an issue where outbound calls associated with certain queues could remain active for extended periods and result in incomplete or missing call recordings.

9.16.10

VCC-181312

Fixed an issue where the recording pause API could fail under certain conditions.

9.16.10

VCC-181578

Fixed an issue where call recordings could be partially missing after a transfer, resulting in only part of the conversation being saved.

9.16.10

VCC-181682

Fixed an issue where supervisors were unable to change an agent’s status in 8x8 Supervisor Workspace and received an error instead of the update being applied.

9.16.10

VCC-181891

Fixed an issue on specific cluster where the second agent’s recording after a blind transfer was not linked to the 8x8 Contact Center interaction, causing the recording duration to appear as 0 seconds and preventing transcription.

9.16.10

VCC-181945

Fixed an issue where certain interactions were not properly closed after wrap-up, resulting in reported durations of more than 24 hours.

9.16.10

VCC-181990

Fixed an issue where some calls were terminated by the system shortly after starting and did not display journey details in 8x8 Analytics for Contact Center.

9.16.10

VCC-182425

Fixed an issue where calls placed to 8x8 Engage users through click-to-dial failed to respect no-forwarding rules.

9.16.10

VCC-182464

Fixed an issue where an agent could become locked in an active interaction state during a transfer attempt when the destination repeatedly declined the call.

9.16.10

VCC-182543

Fixed an issue where the receiving agent’s call recording was missing after a blind transfer in 8x8 Contact Center.

9.16.10

VCC-182575

Fixed an issue where certain Automatic Call Distribution events, including agent status updates and interaction state changes, were not forwarded to Analytics systems.

9.16.10

VCC-83882

Fixed an issue where the final unassigned event after a cold transfer timeout could report the wrong reason value, causing a no-answer outcome to be classified incorrectly.