Nextiva Contact Center - Release Notes - Nov 24, 2025

New Features

Multi-Screen Recording

Multi-screen recording is now a feature in Nextiva Contact Center. For more information, click here.

New Endpoint for OAuth 2 SSO

Description of Feature: A change was made to Nextiva Contact Center. In the Tenant object, there is a new tab called Oauth2 SSO Extension. In that tab, there is the OAuth2 SSO Extension URI field. If the SSO process is triggered with the optional query param ?source=extension and the SSO is successful, the system will redirect to the URI that’s configured on the new field. If the field is null or empty, the SSO will work as usual.

Steps to Enable:

1. Log in to NCC as an administrator.

2. Click the Options Menu icon.

3. In the “Search…” field, enter “Tenant”.

4. Click the Tenant icon.

5. Click the ellipses (…) in the header.

6. Click Oauth2 SSO Extension.

7. Enter the URI the system should redirect to in the OAuth2 SSO Extension URI.

Product Enhancements

Remove Depreciated Tabs from UI

Description of Enhancement: The following entities are no longer in use and have been deprecated across all NCC tenants:

• Operating Hours
• Purchase
• Ticket
• Wine
• Credit Card
• Role
• Variable
• Entity
• Insight

Add SAML Authentication

Description of Enhancement: Nextiva Contact Center now supports SAML (Security Assertion Markup Language) authentication. SAML is an open standard that enables secure single sign-on (SSO) between an Identity Provider (IdP) and a Service Provider (SP). With this, users can log in once using their corporate credentials to access multiple Nextiva applications, without having to re-enter their credentials.

Region Specific Routing

Description of Enhancement: An enhancement was made to Nextiva Contact Center; email traffic from EU and UK clusters in Nextiva Contact Center is now routed through the SendGrid EU instance. This ensures that all email-related data is stored and processed within the EU, supporting regional data compliance requirements.

Auto Dial with Timer added to Campaign Level

Description of Enhancement: Previously, the Auto-Dial Timer feature was configured at the User Profile level. Now it is configurable at the Campaign level; there is a new Auto Dial with Timer tab in the Campaign object. The Enable Auto Dial Timer for Progressive Calls must be enabled. Once enabled and configured, a countdown timer (format: mm:ss) between 1 to 600 seconds in the Auto Dial Timer (1 to 600 Seconds) field. NCC will automatically dial the next lead once the timer expires. When on a progressive workitem, NCC users will see “Auto Dial Within:” and the amount of time left until the next lead is dialed.

Steps to Enable

1. Log in to NCC as an administrator.
2. Click the Options Menu icon.
3. In the “Search…” field, enter “Campaign”.
4. Click the Campaign icon.
5. Click on the campaign to enable the auto dial with a timer for.
6. Click the ellipses (…) in the header.
7. Click Auto Dial with Timer.
8. Click Enable Auto Dial Timer for Progressive Calls.
9. Enter the desired amount of time in the Auto Dial Timer (1 to 600 Seconds) field.
10. Click the Avatar icon.
11. Click Login Progressive.
12. Log in to the Progressive campaign auto dial with timer was enabled for.
13. When on a progressive workitem, you will see “Auto Dial Within:” and the amount of time left until the next lead is dialed.

Bug Fixes

Default Disposition Issues

Description of Issue: An issue was found in Nextiva Contact Center, when a campaign was created without a default disposition, all dispositions available in the tenant would be displayed regardless of workitem type.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, so that only dispositions that match the active work item type are displayed. When a campaign has no default disposition, the system will only show dispositions based on the workitem type.

Outbound Campaign List Issues

Description of Issue: An issue was found in Nextiva Contact Center, the status of an outbound list in the campaign didn’t match the outbound list’s status in the Outbound List dashboard.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, the OutboundList initialization is now set to active=false to match the behavior of the campaign.

Default Country Code not affecting outbound calls

Description of Issue: An issue was found in Nextiva Contact Center, when setting a tenant’s default country code was set to a country other than the United States, outbound calls to numbers without an explicit country code would still prepend +1 (US) instead of the tenant’s default country code.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, that updates the phone number formatting logic to always use the tenant’s configured default country code when formatting numbers for outbound calls, instead of hardcoding the default to +1 (US).

Duplicate Recordings

Description of Issue: An issue was found in Nextiva Contact Center, where duplicate recordings were being saved in the GCP bucket under different workitems. This happened because both the NCC agent and customer leg saving the recording.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, that removes the NCC agent leg’s scheduling of the recording, so there is only one recording in the GCP bucket.

Transcription Pausing mid-call

Description of Issue: An issue was found in Nextiva Contact Center, when an agent muted their microphone during a transcribed call, transcription for the other party was also disabled. When the agent took their microphone off mute, transcription of the remote party’s speech worked again.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, so that when an agent mutes their microphone during a transcribed call, transcription for the other party is not disabled.

Voice Message in SMS and WhatsApp not working correctly

Description of Issue: An issue was found in Nextiva Contact Center, where voice messages couldn’t be sent in SMS or WhatsApp workitems. This happened because the service logic incorrectly assumed that a message body must be present. Voice messages (audio attachments) have no text body, which caused the message send operation to terminate prematurely.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, the service logic was updated to handle voice message payloads (media-only messages) correctly and sends messages when the SMS body is empty but contains a media URL.

Unable to Maximize Video in Workitem

Description of Issue: An issue was found in Nextiva Contact Center, where NCC agents could see videos shared in WhatsApp workitems, but the video was very small and had visibility issues.

Current Status and Resolution Description: Resolved: A change was made to Nextiva Contact Center, so NCC agents can mazimize and minimize videos in the workitem view in NCC.