Agent experience

Answer calls faster from notifications

Agents can now answer or reject incoming calls directly from the operating system notification.

This means:

• No need to open or switch back to the web client
• Faster response times for incoming calls
• Fewer missed calls when working across multiple tabs or apps

This is especially useful for agents handling multiple systems at once.

Admin manual: Client Settings

Manual outbound campaigns

Agents can now select a manual outbound campaign directly from their settings in the web client.

When a campaign is selected:

• Calls are placed through the campaign instead of the standard softphone
• After Call Work, qualifications, recordings, and summaries are applied
• Activity is tracked in reporting the same way as inbound interactions

This brings outbound activity in line with structured campaign workflows and removes the need for separate tools.

Admin manual: Outbound Services - User-created Outbound Services

Better contact handling

The contact log has been improved to behave more like the directory.

Agents can now:

• Right-click or open a context menu on contacts
• Create new contacts directly from unknown numbers
• Add contacts to groups without leaving the interaction

For unknown callers, the system pre-fills details to speed up contact creation.

This reduces admin effort during and after calls.

Improved email handling

Emails can now be exported or moved more easily.

Agents can:

• Drag and drop emails into external systems such as CRM or case tools
• Download emails as files for storage or sharing

This helps when working across multiple systems and removes manual copy and paste.

Clearer queue visibility

The queue panel has been redesigned to stay visible while agents move around the web client.

Key improvements:

• The queue panel can be expanded or collapsed
• It stays visible across screens
• It updates in real time without manual refresh

Agents can track workload across channels like voice, chat, and email at all times.

Smarter search across contacts

Search now returns results from both internal and external contacts in a single view.

Agents can:

• Enable combined search
• See all matching contacts in one list
• Avoid switching between different directories

This speeds up call handling and reduces search time.

Agent guide: Navigating the Menu Bar

Safer session handling

A confirmation message is now shown when closing the web client.

This helps:

• Prevent accidental closure during active calls or chats
• Reduce dropped interactions
• Improve session stability for agents

Admin manual: Client Settings

Supervisor experience

Accurate recording visibility

The recording indicator has been improved to reflect the real state of the interaction.

Supervisors will now see:

• A clear icon when a recording is available
• A different state when no recording exists

This avoids situations where a recording appears available but cannot be played.

Improved report delivery options

Reports can now be scheduled and delivered via secure file transfer.

This allows:

• Automated delivery of reports
• Integration with external systems
• Reduced need for manual report downloads

Cirrus will need to have pre-configured any delivery destinations on the customer's behalf.

Edit summaries and sentiment

Supervisors can now edit interaction summaries and sentiment directly from tracking.

This includes:

• Viewing the full interaction context, such as agent, router, and time
• Updating summaries for accuracy
• Adjusting sentiment where needed

This improves reporting quality and supports better coaching conversations.

Supervisor Manual: Tracking - Cirrus

Administrator experience

Webclient customisation

As mentioned in the above sections, the admin can now turn on and off lots of options in the webclient, including:

• Access to call recordings
• Bookings
• Browser notifications
• Toaster call control
• Disable extend ACW
• Enable call summary customisation
• Notifications on new queue items
• Disable chat & voicemail
• Ask for confirmation on exit

Whisper announcements for agents

Administrators can configure a short message that plays to the agent before a call connects.

Typical use cases:

• Identify the queue or call type
• Highlight priority calls
• Help agents prepare before speaking

The message is configured per router and plays before the interaction begins.

Admin manual: Routers Tab - Cirrus

Text-to-speech prompt testing

Administrators can now test prompts directly in the interface.

This means:

• Play prompts before publishing
• Check how messages sound to customers
• Validate changes quickly

This improves quality control and reduces errors in live environments.

Admin manual: Prompts - Cirrus

Interaction and AI improvements

Editable call summaries

Call summaries can now be edited after the interaction.

Agents can:

• Update summaries from contact history
• Correct or improve the generated content

Supervisors can:

• Review and refine summaries
• Ensure consistency across teams

This improves the quality of stored interaction data.

Virtual assistant improvements

The virtual assistant has been enhanced to improve customer interactions before reaching an agent.

Key updates:

• Callback handling has been improved so missed calls can be reconnected more effectively
• Personalised greetings can use customer details such as name

This creates a more natural and efficient customer experience.

26.8.5.41448

• #8807 Critical issue found, Broken authentication
• #8867 Notifications – Webclient toaster call control default not working
• #8850 Call history not performing and showing same call twice

26.8.4.11704

• #7453 Webclient - Add answer and reject button in OS notification of incoming call
• #6318 Add context menu to contact log and create new contacts
• #7925 Webclient – Support manual Outbound Campaigns
• #3184 Supervisor tracking - Show recording icon only if recording is available
• #4207 E-mail WebClient Drag and Drop functionality
• #5587 Prevent closing from webclient with confirmation prompt
• #8337 Teams status message not visible in Webclient
• #8362 Monitoring Grid layout is not saved when logging in
• #8178 Provisional Recording defect
• #8365 Time in call tracking search results is incorrect
• #8382 Upload from Client Logs not possible
• Multiple additional stability and UI fixes

26.6.1.31242

• #7951 Agent Notification Whisper Message
• #7614 Manage data tasks via Administrator UI
• #7903 AverageCallDuration value does not correspond
• #8288 Sorting on device status breaks monitoring
• #8364 Call history not visible
• #8323 Azure AD group sync does not remove members
• Multiple fixes across monitoring, reporting, and call handling

26.4.x patches

• #8619 Call history is no longer visible in client
• #8577 User picture is not loaded
• #8472 Supervisor display toast error
• #8382 Upload from Client Logs not possible
• #8630 DeviceStatus handling improvements

26.4.0.20847

• #8069 Email tracking improvements
• #8071 Outbound emails are not accessible
• #8072 Email monitor icons do not filter
• #7392 Edit call summaries in Webclient
• #7391 Edit summary and sentiment in Supervisor
• #8222 Real-time status updates fail when switching status
• Multiple fixes across email, queue handling, and supervisor features

Summary

This release focuses on improving the real experience of using Cirrus Halo.

• Faster ways to handle calls
• Better visibility of workload
• Less manual effort for agents and admins
• More control over interaction data