Changelog: Contact Center - Web - 5.6.0

Changelog contact-center
1

Released: 2026-06-19 Updated: 2026-06-18

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Summary: Add support for two more locales, for CoBrowse for CTI and client PWA, for agent-selected SMS caller numbers, and full-screen video, screen sharing, and remote control support in Dynamics CRM; changed mobile-agent controls for blurred live video, and visual refresh rollout through the feature flag; fixed multiple issues with blur video, cascader display options, mobile UI display item placements, and multiple chat sessions being triggered in multi-tab scenarios.

Added

  • [Video] Added agent status refactoring for video only.
  • [Video] Added support for agent-selected SMS caller numbers in video.
  • [Video] Added the new Agent UI V3 video module.
  • [Video] Added Prism UI adoption and mobile experience enhancements for the consumer waiting room.
  • [Video] Added full-screen video, screen sharing, and remote control support in Dynamics CRM.
  • [Video] Added Cobrowse support for CTI and client PWA on the video channel.
  • [Video] Added support for additional live AI interpreter locales.
  • [Chat] Added authenticated consumer chat history feature.
  • [Chat] Added digital front door for campaign entry.
  • [Chat] Added support for en-IN and en-SG locales.
  • [Chat] Add fallback protection logic for campaign JavaScript loading failures.

Changed

  • [Video] Changed the default engagement language behavior for video.
  • [Video] Changed the mobile agent video controls to use blurred live video controls.
  • [Video] Changed video visual refresh rollout through the feature flag for all customers.

Fixed

  • [Video] Fixed an issue where blur video didn’t work in the mobile agent.
  • [Video] Fixed an issue where the blur video button couldn’t be selected when the toolbar was at the top.
  • [Video] Fixed an issue where the blur background button appears on mobile, but it should only be displayed on mobile devices using a hybrid mobile app framework.
  • [Video] Fixed an issue where the abnormal flow media type display wasn’t correct in video sessions.
  • [Video] Fix an issue where the cascader couldn’t fully display all options when there were too many items.
  • [Video] Fixed an issue where mobile browser participant name placement wasn’t correct after screen sharing.
  • [Chat] Fixed an issue where multiple chat sessions were triggered simultaneously in multi-tab scenarios.
  • [Chat] Fixed an issue where the bot label was sometimes displayed incorrectly.