Agent Experience

Copy emails to yourself or an archive

Agents can now keep a copy of outbound emails directly from Cirrus Halo.

Administrators can choose whether agents can copy emails to 

• their own mailbox, 
• an archive mailbox, 
• or both. 

These options are managed centrally within the Administrator settings.

When both options are enabled, agents can choose where to send the copy using a simple drop-down menu.

This feature helps organisations meet compliance requirements while giving agents an easy way to retain important customer communications for future reference.

Send ad hoc emails from the context menu

Sending an email is now quicker.

The Send Email option has moved into the contact context menu alongside existing communication options. If a contact has multiple email addresses, agents can choose which address to use before the email editor opens.

Improved Contact Log and Voicemail experience

The Contactlog and Voicemail views have been refreshed to provide a more consistent experience.

Enhancements include:

• Clickable agent and contact names
• Faster directory lookups
• Improved icons
• Richer caller information
• Profile pictures and presence indicators where available

Recording suspension indicator

Agents now have a clear visual indicator whenever call recording has been suspended.

This makes it much easier to identify whether a call is currently being recorded or paused.

Live presence updates in Contact History

Presence information now updates automatically throughout Contact History.

Users no longer need to refresh the page to see when colleagues become available, busy or offline.

Larger status selection menu

The availability status menu now expands automatically to display significantly more status options.

This reduces scrolling and improves usability for organisations with large numbers of custom statuses.

Drag and drop email attachments

Agents can now drag files directly into the email composer.

This provides a faster way to attach files without browsing for documents.

Edit email subjects without breaking conversation tracking

Agents can now edit the subject line when replying to or forwarding an email without affecting conversation tracking.

Previously, changing the subject could risk breaking the link between related email interactions. Cirrus Halo now protects the internal conversation tracking ID, allowing agents to update the subject while ensuring the email remains part of the original conversation.

This gives agents greater flexibility to make subject lines clearer, more relevant or more meaningful for recipients, particularly when conversations evolve over time or are forwarded to different teams. All emails continue to be tracked correctly for routing, reporting and interaction history, providing a seamless experience for both agents and administrators.

Sort contacts by availability

Directory groups and search results can now be sorted by:

• Status
• Name
• Default order

Available colleagues are shown first, making it easier to find someone quickly.

Schedule emails for a specific date and time

Emails can now be postponed until an exact date and time.

Existing preset delays remain available while giving agents more precise scheduling options.

Live Contact Log updates

The Contact Log now refreshes automatically as new interactions occur, removing the need for manual page refreshes.

Supervisor Experience

Agent Availability Tracking

Supervisors can now review historical agent availability. (Click images below to expand)

New functionality includes:

• Timeline view
• Status history
• Login and logout tracking
• Status change history
• Export capability

This makes it easier to investigate missed interactions and analyse staffing levels.

New Callback Report

A brand new 'Callback Services Analysis' report provides detailed insight into callback performance.

Metrics include:

• Callback requests
• Successful callbacks
• Average waiting time
• First attempt success
• Busy
• No answer
• Errors
• Cancellations

Interactive charts provide a clear overview of callback outcomes.

Administrator options

Calabrio Workforce Management integration

This update brings support for Calabrio's nWFM integration type where available. Halo previously supported the tWFM integration type. For further information, contact your Cirrus Account Executive.

Microsoft Entra ID manager synchronisation

Manager information can now be synchronised directly from Microsoft Entra ID.

Managers appear as clickable contacts throughout the application, making it easier to navigate organisational structures.

Administrators can also manually assign managers where required.

Transfer CLI passthrough

Consultation transfers can now retain the original caller's CLI rather than presenting the transferring agent's number.

This behaviour is configurable per router.

Hide status duration

Administrators can choose whether agents see how long someone has been in their current status.

Current availability remains visible while removing elapsed time where preferred.

Stability and Performance

• #9476 Fixed a Supervisor issue causing intermittent 503 Service Unavailable errors.
• #9418, #9491 Resolved Wallboard loading and display issues following upgrades.
• #9077 Improved reporting performance.
• #9142 Improved Call Tracking performance.
• #9232 Improved Contact Server stability.
• #8678 Reduced high memory usage affecting IIS, Wallboard and Administrator.
• #8884 Improved WebAPI responsiveness within Supervisor Monitor.
• #8438 Resolved Login Log report timeouts.
• #8496 Fixed timeline retrieval failures.

Reporting

• #9492 Fixed report parameter mismatches.
• #9161 Corrected timezone selection errors in Reporting.
• #8996 Fixed minute aggregation in reports.
• #9207 Corrected scheduled report Excel exports.
• #8972 Fixed PDF encoding issues in scheduled reports.
• #9103, #9051, #9060, #9086 Resolved multiple Reporting and Scheduler issues, including authentication and Last Month reporting.

Email

• #9466 Fixed email visibility after upgrading.
• #9318 Restored automatic summaries for direct calls in Contact History.
• #8879 Corrected anonymous email display in queues.
• #9071 Fixed emails not displaying in the client.
• #8741 Resolved email conversation loading issues.
• #8751 Improved email matching within Contact History.
• #8760 Fixed email export authentication.
• #8940 Corrected truncated email message display.
• #8225 Fixed archive email addressing.
• #8850 Improved Call History performance and removed duplicate entries.
• #8465 Corrected web chat tracking and external contact matching.
• #6481 Improved anonymous caller display within interactions.

Calling and Telephony

• #9441 Fixed Ring Group behaviour.
• #9219 Restored calling functionality.
• #9173 Fixed Remote Dial Through and Call via Server.
• #8987 Improved Mobile Connect calling to Microsoft Teams.
• #9025 Fixed RTP connectivity through proxy.
• #8448 Resolved unexpected call disconnections.
• #8646 Fixed callback confirmation for remote extensions.
• #8730 Corrected three way calling.
• #8848 Fixed inbound call answering issues.
• #8682 Restored keyboard shortcuts for answering and ending calls.
• #8828, #8829 Improved CTI event handling.

Microsoft Teams and Authentication

• #9437 Fixed Teams silent end internal server errors.
• #8934 Removed orphaned Teams remote extensions after Active Directory user removal.
• #9196, #8807 Resolved SignalR authentication issues.
• #9104 Restored Windows Authentication.
• #9156 Restored Microsoft login option.
• #8710 Fixed Microsoft personal contact visibility.

Supervisor

• #9241 Restored real time Supervisor monitoring.
• #9388 Fixed Supervisor user search.
• #9031 Saved monitor layout settings correctly.
• #8681 Corrected Supervisor FAQ subject display.
• #6676 Improved Supervisor behaviour for invalid URLs.

Contact History and Contact Log

• #9029 Fixed incorrect recording links.
• #8584 Improved live Contact Log updates.
• #8858 Corrected client naming when logged out.
• #9024 Fixed Contact Log timeout issues.
• #8802, #8804 Corrected Call Summary creation and retrieval.
• #8655 Fixed anonymous caller information in Call Details

Web Client

• #8997 Fixed queue notification behaviour.
• #8704 Corrected status duration editing.
• #8953 Improved sidebar alignment.
• #8854 Fixed nested submenu expansion.
• #8761 Fixed status date picker editing.
• #8799 Restored calling identity selection.
• #9019 Fixed search box focus issues.
• #8394 Prevented editing of Active Directory profile images.
• #8109 Corrected Text Block submenu layout.
• #8859, #8860 Improved external contact validation.
• #8887 Fixed empty Contact History after web chats.
• #7680 Corrected status date display.
• #8457 Improved settings and SMS availability.

Wallboard

• #8668 Fixed first call display on Wallboards.
• #8270 Resolved Wallboard authentication failures.

Media Channels and Administrator

• #8983 Restored Media Channel administration.
• #8499 Fixed Media Channel search results.
• #8508 Removed obsolete Save Schedule option from Data Tasks.
• #8876, #8897 Added missing Data Task scheduling options.
• #8968, #8969 Fixed SQL and manual Data Task execution.
• #9132 Addressed a Data Task security issue.

Call Tracking

• #9299 Fixed missing Call Tracking information.
• #9053 Improved Text Tracking notifications.
• #9160 Corrected callback tracking interview results.
• #8890 Improved inbound tracking refresh.
• #8912 Fixed Call Tracking reliability following upgrades.

Qualifiers and Prompts

• #8959, #8963 Fixed qualifier display and selection.
• #9177 Corrected Whisper Prompt behaviour.
• #8449 Fixed prompt creation errors.
• #8909 Corrected Queue Announcement playback.

Integrations

• #9401 Improved Itris v2 integration reliability.
• #9347, #9159 Improved Telenor API connectivity.
• #9059 Fixed Statistics API errors.
• #8702 Corrected Address Recogniser supplier selection.

Security

• #9303 Restored Data Anonymisation.
• #9132 Addressed a Data Task security issue.
• #8888 Improved credential handling using Key Vault.

User Interface and Usability

• #8704 Corrected status editing behaviour.
• #8721, #8870 Improved translations.
• #8504 Fixed status message field sizing.
• #8320 Corrected favourites group creation.
• #8366 Fixed Outbound Monitor display.
• #8572 Improved searching for names containing Slovak characters.
• #8304 Improved Virtual Assistant prompt handling outside office hours.
• #9030 Restored missing Virtual Assistant topic fields.
• #8306 Improved Call Analytics criteria editing.
• #7876 Fixed duration sorting.
• #8218 Corrected Option Menu behaviour affecting outbound services.
• #8472 Fixed Manual Override functionality.