More reliable live data, clearer AI call summaries and smoother calling
Live Feed and reports are more accurate, presence stays in sync, transfers are more dependable and AI call summaries now follow a clear, consistent structure.
Do I need to do anything?
These improvements are delivered automatically. To make sure you have access to all the new features, please update your CloudCall application to v997
CloudCall Desktop App (Windows – Microsoft Store)
- Turn on auto-updates in Microsoft Store settings, or
- Update directly from the Microsoft Store
CloudCall Desktop App (Mac – App Store)
- Turn on auto-updates in Mac App Store settings, or
- Update directly from the Mac App Store
CloudCall Mobile Apps (iOS & Android)
- Turn on auto-updates in your device settings or app store, or
- Update directly from the App Store (iOS) or Google Play Store (Android)
Who this affects
- Admins and Supervisors: Live Feed and reporting changes
- All agents: Calling, presence and audio improvements
- Mobile app users: Android 16 support
What's new at a glance
| Feature | What it means for you |
|---|---|
| Live Feed and report reliability | Accurate, real-time call events in Live Feed and call logs |
| Presence status updates | Status changes appear instantly in Workspace and the Softphone |
| Copy contact number | Copy a contact's number while a call is ringing or connected |
| Transfers and conferences | More dependable transfers and smoother conference calls |
| Audio improvements | Alerts if your audio device disconnects mid-call |
| Enhanced AI call summaries | Clear, structured AI Auto Notes |
| Android 16 support | The mobile app now supports Android 16 and higher |
Live Feed and report reliability
Live Feed and call reporting now run on a new real-time event pipeline, so what you see on screen matches what's happening on your calls. This covers direct, queue, campaign, click-to-call (desk phone) and Make Call API calls.
- Accurate queue outcomes: Ring All and Least Recent queue calls now show abandoned, missed and completed outcomes against the right agents, with no need to refresh.
- Reliable call cards: No more duplicate cards, stuck "Waiting" cards or timers resetting to zero.
- Real-time Supervisor view: Supervisors see their team's calls in Live Feed as they happen.
- Attended transfers: Both legs of an attended transfer now appear in live logs.
- More accurate metrics: Reports now use the true answered time.
- Correct details: Cards show the right contact names, extensions and device icons (desk phone vs. Softphone).
Presence status updates
Presence now updates through a dedicated real-time subscription, so your availability looks the same wherever your colleagues check it.
- Changing your status in Workspace updates the Softphone instantly, and vice versa.
- The Colleagues tab updates instantly and no longer reverts to a previous status.
- Offline status now shows in grey across Workspace, matching the Softphone.
- Availability schedules now save reliably.
Copy contact number during a live call
A new copy button sits next to the contact's phone number on the calling screen and the calling badge.
1 | While a call is ringing or connected, find the contact's number on the calling screen or calling badge. |
2 | Click the copy button next to the number. |
3 | Paste it into your CRM, a message or a colleague chat. No retyping needed. |
Transfers and conferences
- Blind transfers using an agent's extension on the transfer keypad work reliably again.
- Attended transfers are tracked end-to-end in Live Feed and call logs.
- Conference calls behave more predictably alongside C3 AI Companion Insights.
- Windows Softphone uses less memory when left open for long periods, so it stays responsive.
Audio improvements
If your audio device changes during a call without you selecting it (for example, your Bluetooth headset runs out of battery or drops out of range), the Windows Softphone now shows a banner and plays an audible alert so you can reconnect or switch devices.
- Better recovery from audio drop-outs, including repeated ones.
- Clearer, redesigned in-app notifications and messages.
Enhanced AI call summaries (AI Auto Note)
AI call summaries now follow a consistent structure, so you can understand a call in under 30 seconds without opening the transcript or replaying the recording.
| Summary section | What it captures |
|---|---|
| Participants | Who was on the call and their roles (e.g. recruiter, candidate, client), where known |
| Purpose of the call | Why the call took place |
| Key discussion points | The main topics covered |
| Decisions made | Any decisions reached during the call |
| Action items and owners | Open items and who is responsible for each |
| Follow-up required | A simple Yes / No |
- Summaries are written in the language spoken on the call.
- They stick strictly to what was said, with no added opinions or recommendations.
- Available in both Softphone and Workspace call details.
- Rate each summary with a thumbs up or down. Your rating syncs across devices.
Plan availability: Syncing the enhanced summary to your CRM is available on the Advanced plan.
Android 16 support
- The CloudCall mobile app is now fully supported on Android 16 and higher.
- Push notifications now show the contact's name instead of just their number.
Need help?
Contact CloudCall Support or your Customer Success Manager with any questions about Release 30.
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