Google Cloud Contact Center as a Service v6.4 Release

Automatic SIP parameter mapping in contact lists Contact lists now support automatic SIP header mapping for outbound call destinations. Administrators: In the Add Destination dialog at Settings > Call > Contact Lists > Contact list management > CREATE OR EDIT CONTACT LIST > Add Destination , toggle Pass Data Parameters to the on position to see the new Automatically Include and Pass all Inbound SIP Headers checkbox. For more information, see Add a SIP URI address destination to a contact list .

Email OAuth profiles and Microsoft 365 client credentials You can now create email OAuth profiles for Microsoft 365 using the client credentials grant type. This lets shared mailboxes authenticate through an app registration instead of relying on an individual user sign-in. OAuth IMAP setup is more resilient for support inboxes and other application-managed mailboxes. For more information, see Email OAuth profiles and Microsoft 365 client credentials .

Improved connection times for predictive dialing We reduced the connection time for predictive dialing to under two seconds to comply with CRTC and FTC regulations.

This release addresses the following issues: Fixed an issue where a long delay occurred when an agent clicked Chat Shortcuts in the chat adapter. Fixed an agent desktop issue where the Session Data Feed pane displayed data from the previous chat and the chat transcript stopped updating. Fixed an issue where conversation history loaded slowly for agents using the CCaaS widget embedded in Salesforce. Fixed an issue where outbound calls with zero duration time were missing from Individual Call History reports that were scoped to agents and teams. Fixed an issue where customers couldn't leave a vo

Google Cloud CCaaS 6.4 We've released version 6.4 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see Deployment schedules .