End of Support Notice — Webex Report Based Collection #
August 28, 2025
The legacy “report” based collection for Webex will go end-of-life on September 25, 2025. To ensure uninterrupted data delivery, you should upgrade to our new Service App collection process before this date.
The new method offers an improved, more reliable way to receive your data and will also eliminate the need for future reauthorizations. It also updates your Webex data on a more frequent basis.
To complete this update, please follow the steps in the two articles below:
Step 1: Grant ISI Access to Webex
Step 2: Configure a Webex Connector
Updating to Service App Authorization provides faster, more consistent data delivery:
- No more reauthorization requests for service interruptions
- Improved reliability for your reporting and analytics
If you have any questions or need assistance during the update, please contact support.
August 2025 #
Release Date: 2025-08-20
Highlights #
Webex Queue Dashboard #
We have launched a new dashboard for Webex Queues. The Queue Dashboard is designed to give quick and easy insights into your Webex Queues. This Dashboard shows things like Queue Service Level, Answered/Missed calls, and much more.
Support for Teams Nested Queues and Resource Accounts #
We have introduced support for Teams Auto Attendant Nested Queues and Resource Accounts.
General Maintenance #
We’ve made general security, performance and user experience improvements.
Bug Fixes #
| ID | Module | Description |
| 24455 | Login | Prevent Concurrent Sessions |
| 28391 | Processing | Add support for Auto-Attendants with multiple nested Queues |
| 29270 | Directory | Webex Directory Import | Fetch Failing | No Errors in Logs |
| 30211 | Queues | Webex Hunt Groups should have Type=Hunt Group |
| 30270 | Users | User Management | Unable to save change a user’s organization access when using the search field |
| 30364 | Directory | Directory Import is failing to GetDataStatus and looping |
| 30555 | Users | Updating a user clears out Last Login |
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July 2025 — 2nd Release #
Release Date: 2025-07-23
General Maintenance #
We’ve made general security, performance and user experience improvements.
Bug Fixes #
| ID | Module | Description |
| 29071 | Classic Reports | Projected Charges Report Missing Fields and Headers |
| 29702 | User Management | Set/Reset Password dialog box expands when validation error is displayed |
| 29913 | Queue Analytics | UI – Add No Access for Queue Permissions |
| 29919 | Reports | Missing Presented Agents information in Queue Detail Report |
| 29984 | Classic Directory | Unable to edit Fixed Charges in Directory |
| 30017 | Dashboard | Go to Infortel Classic going to blank screen. |
| 30076 | User Management | Unexpected modules added when using Custom Role |
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July 2025 #
Release Date: 2025-07-09
Highlights #
Queue Analytics for Webex #
July brings the first release of Queue Analytics for Webex.
Released into public preview, ISI Queue Analytics for Webex Calling offers unparalleled insights into call queue performance, seamlessly integrating with Webex. It provides a cost-effective solution to oversee call handling, wait time management, and overall customer experience without the complexity of traditional contact center infrastructure.
The first release will consist of a Queue Detail report that shows the path and resolution of each call. Subsequent releases will include dashboards as well as summary reports.
New User Management Module #
We have created a brand-new experience for managing users for Queue Analytics as well as for the traditional Infortel moules. With the new experience, you can manage all your users from one single screen. Additional functionality includes self-service password reset, setting roles, and the ability to invite external administrators.
New Universal Login Page #
https://app.isianalytics.com is now the universal login page for all users. Previous login pages will redirect. Please update any bookmarks you may have.
Bug Fixes #
| ID | Module | Description |
| 27292 | Directory | ISI Analytics Directory Expire For Import Name Is Expiring Users From Other Imports |
| 27460 | Directory | Directory Import Run Time Not Matching Scheduled Time Settings. |
| 27966 | Directory | Directory Import Not Executing Per Schedule |
| 28153 | Reports | Call hour filter in call record search with between operator is not working |
| 28449 | Reports | Report in “Failed” Status Cannot Be Deleted |
| 28777 | Directory | CUCM Directory Import Fetch Latest Data Error |
May 2025 #
Version: 2025-05
Release Date: 2025-05-29
General Maintenance #
We’ve made general security, performance and user experience improvements.
Bug Fixes #
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- [Directory Import] – 27292 – Directory Expire for Import Name Is Expiring Users from Other Imports
- [Directory Import] – 27460 – Run Time Not Matching Scheduled Time Settings
- [Reports] – 27801 – User unable to delete template
- [Directory Import] – 27966 – Directory Import not running on schedule
- [Reports] – 28153 – Call hour filter in call record search with between operator is not working
- [Reports] – 28449 – Report in “Failed” Status Cannot Be Deleted
April 2025 – 2nd Release #
Release Date: 2025-04-30
Highlights #
Directory Import “Dry Run” #
Sometimes it is helpful to see what effects a directory import will have prior to actually running the import. With this release, Webex and CUCM users can do a trial run of their directory import without actually committing the changes. By clicking on the “Dry Run” button, the system will do the full import and email the results, however no changes will be actually made. If the changes look ok, you can move forward with the import. If things do not look right, you can correct them and try again.
We’ve also made other general security and performance improvements.
Bug Fixes #
- [Reports] – 27629 – Transfer Call Path Report template may not be capturing all call details as expected
- [Reports] – 28107 – Date & Week Grouping combination not working properly in Summary excel
- [Reports] – 28454 -Server Error occurs when creating Summary Template in certain scenarios
April 2025 #
Release Date: 2025-04-02
Highlights #
New Queue Analytics Bundles #
We have launched a new licensing model for ISI Queue Analytics. ISI Queue Analytics offers unparalleled insights into call queue performance, seamlessly integrating with Microsoft Teams and Webex Customer Experience Essentials. It provides a cost-effective solution to oversee call handling, wait time management, and overall customer experience without the complexity of traditional contact center infrastructure. With simplified bundles, we have made ISI Queue Analytics easy to purchase so you can quickly experience the benefits. See more at https://isianalytics.com/pricing/.
New Status Indicator for MS Teams/Entra ID Connectors #
You can now quickly see if your MS Teams/Entra ID connector is online in the Connector UI.
Bug Fixes #
- [Reports] – 26032 – Queue Summary Report: Issues with horizontal scrolling on Mac
- [Reports] – 26786 – Classic Report Errors on Mac
- [Directory Import] – 26786 -Settings Reverting Back to Default Values
- [Directory Import] – 27331 -Unexpected Unmapping When Mapping Other Fields
- [Reports] – 27467 – European customer is encountering issues when trying to run an ad-hoc report
- [Reports] 27785 – Templates Cannot Be Deleted
- [Queue Analytics] – 27967 – Exception while loading the Agents to UPN list
March 2025 #
Version: 2025-03
Release Date: 2025-03-05
Highlights #
New Agent Summary Report #
We have introduced a new Agent Summary Report for Microsoft Teams Queue Analytics. The Agent Summary Report lets you see the performance of your agents. You can see how many calls they answer, how many calls they miss, how long they spend on the phone, plus many other metrics. You can also see the disposition of the call. Did the agent handle the call or did they require others to assist? You can break it out by agents or by queues and then by agents within the queues.
Bug Fixes #
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- [Reports] – 22084 – Fix Group by Filter in Call Record Search
- [Queue Summary Report] – 25916 – Update Column Header when No Date Group selected
- [Entra ID Import] – 26447 – Group missing for user
- [Teams Collection] 27074 – Some call records do not have complete information
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February 2025 #
Version: 2025-02
Release Date: 2025-02-05
Highlights #
Improved Error Handling for Directory Import #
In cases where the directory import service is unable to retrieve data from the either Cisco Communications Manager or Webex, the system will now:
- Display an error on the Webex Directory Import screen.
- Send an email to the assigned email address.
General Maintenance #
We’ve made general security, performance and user experience improvements.
Bug Fixes #
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- [Cisco Processing] – 12368 – Improved handling for Cisco partitions
- [Directory Import] – 25204 – Email failing to send in Webex Directory Import
- [Reports] – 25781 – After downloading the file, file name showing ‘%26’ instead of ‘&’
- [Reports] – 25916 – Queue Summary Report – Update Column Header when No Date Group selected
January 2025 #
Version: 2025-01
Release Date: 2025-01-15
Highlights #
New Queue Summary Reports #
We have introduced Microsoft Teams Queue Summary Reports.
There are three prebuilt templates included in the application:
- Microsoft Teams Queue Summary by Handling Type
- The Microsoft Teams Queue Summary by Handling Type template provides an overview of how calls were handled by the Queue or Agents (Ex: Answered, Timed Out, Overflown)
- Microsoft Teams Queue Summary by Final Action
- The Microsoft Teams Queue Summary by Final Action template provides an overview of how calls ended in the Queue (Ex: Completed by Agent, Forwarded to Queue, Transferred to User)
- Microsoft Teams Queue Daily & Hourly Trend by Handling Type
- Microsoft Teams Queue Daily & Hourly Trend by Handling Type template provides a trend of calls answered by day and hour showing how they were handled by the Queue or Agents.
These three templates can be modified to create your own templates.
New Filters in Transferred Call Path Report #
We have added Call Type, Last Redirect DN, Final Called Party Number filters to the Transferred Call Path Report. With these new filters, you can better analyze how calls traverse through your organization.
Bug Fixes #
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- [NCQ & UCCX] – 24895 – “Edit” Option Not Available for UCCX Widgets and NCQ Widgets
- [Login] – 23922 – Prevent login with expired license key
- [Dashboard – 24697 – App.isianalytics.com | Long Duration Calls – List Results Does Not Resize On Widget Resize
December 2024 #
Version: 2024-12
Release Date: 2024-12-11
General Maintenance #
We’ve made general security, performance and user experience improvements.
Bug Fixes #
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- [Directory Import] – 25295 – Error saving filter on Webex directory import
- [Directory Import] – 24937 – Time zone added to directory import email
- [Webex Processing] – 14379 – Data with Invalid escape sequences not processing
- [Dashboard] – 24725 – App.isianalytics.com | Dashboard Widget Layout Not Saving
November 2024 #
Version 2024-11
Release Date: 2024-11-13
Highlights #
Webex Directory Import #
We are introducing a new feature, Directory Import for Webex. Directory Import for Webex enables smooth integration of user data from Webex Control Hub into ISI Analytics, removing the need for time-consuming, error-prone manual imports. Click on the link to learn more.
New Login Screen #
We are rolling out a new login screen at https://app.isianalytics.com. This login screen will provide you with timely notification of maintenance and service issues from our status page (https://status.isianalytics.com) as well as useful information on our products and services. Be sure to bookmark this page and make it the login page each time you use the application!
Update Notifications #
We’ve added a feature that informs you if your cloud connect server is configured to receive automatic software updates with each new release.
Bug Fixes #
In addition to implementing various security updates, we addressed the following issues:
- [Classic Application] – 24234 – When logging in via app.isianalytics.com, cannot save users in directory
- [Queue Processing] – 24936 – Unable to process multiple queues with same UPN
- [Teams Processing] – 24948 – Potential data loss due to failed notification processing
- [Teams Processing] – 24287 – Strip Verstat information from caller phone numbers
October 2024 #
Version: 2024-10
Release Date: 2024-10-16
General Maintenance #
We’ve made general security, performance and user experience improvements.
Bug Fixes #
- [Queue Processing] – 23113 – Calls not being classified as Forwarded to Voicemail
- [Directory Import] – 23810 – Incorrect Last Name for Shared Object users
- [Directory Import] – 23535 – Location and Department do not save on directory filter
- [Dashboard] – 23536 – Widget orientation does not save
September 2024 #
Version: 2024-09
Release Date: 2024-09-18
General Maintenance #
We’ve made general security, performance and user experience improvements. More details can be found below.
Bug Fixes #
- [Queue Reports] – 22971 – Applying Logical Operators AND and OR to constraints returning same response
- [Queue Dashboard] – 23032 – Date Filter should work on the Agent Start Time instead of Queue Start Time
- [Queue Processing] – 23105 – Call being incorrectly classified as abandoned
- [Queue Processing] – 23106 – Answered calls should have the Agent as Queue Final Destination when Completed by Agent
- [Queue Processing] – 23107 – When Queue Final Action is Conferenced in User the User that was conferenced in should be the Queue Final Destination
- [Queue Processing] – 23108 – When an Agent conferences in a Queue, Queue Final Action should be Conferenced in Queue and Queue Final Destination
- [Queue Processing] – 23109 – When Queue Final Action is Transferred to Auto-Attendant, Queue Final Destination should be the Auto-Attendant
- [Queue Processing] – 23110 – When Queue Final Action is Transferred to Queue, Queue Final Destination should be the Queue
- [Queue Processing] – 23111 – When Queue Final Action is Transferred to User, Queue Final Destination should be the User it was transferred to
- [Dashboard] – 22889 – “Go to Infortel Classic” link does not successfully load classic website when using SSO login
August 2024 #
Release Date: 2024-08-21
Highlights #
New Template: Microsoft Teams Queue Detail #
The Microsoft Teams Queue Detail template provides call-by-call detail of activity within call queues. Use this template to understand the flow of calls into the queue and how they were handled. Click the eye icon to drill into the full details of the call.
New Template: Microsoft Teams Agent Detail #
The Microsoft Teams Agent Detail templates provides a detailed view of agent productivity. Use this template to understand calls presented to agents, and how many calls were answered vs missed.
Added support for Open in New Tab #
ISI Analytics now supports right-clicking on a link and choosing ‘Open in New Tab’. Previously this required re-logging into the product, but now the session is shared across tabs. This allows you to easily open multiple dashboards at the same time or keep a dashboard open on one tab while running reports on a different tab.
Bug Fixes #
- [Reports] – 22241 – Call Record Search export not properly sorting by time
- [Directory Import] – 22451 – White screen when refreshing page
- [Directory Import] – 22452 – Crash when renaming fields
- [Directory Import] – 22454 – Improved Scalability for CUCM Imports
End of Support Announcement: VPN Connectivity to Infortel Cloud and Cloud Pro #
We are committed to continuously enhancing our services and the security of your data. As part of this commitment, we are transitioning away from VPN connections for Infortel Cloud and Infortel Select Cloud Pro services. We encourage our customers to use Cloud Connect, a more secure and efficient method for transferring data from your on-premise call server to our cloud.
Read the full announcement here
July 2024 #
Release Date: 2024-07-24
Highlights #
ISI Queue Analytics #
ISI Queue Analytics offers unparalleled insights into call queue performance, seamlessly integrating with Microsoft Teams. It provides a cost-effective solution to oversee call handling, wait time management, and overall customer experience without the complexity of traditional contact center infrastructure.
Connectors #
Connectors are the new way ISI Analytics stores the required information needed to retrieve data from a third-party platform. ISI Analytics supports many different connector types, and a customer can mix and match connectors within a single environment. In this release we are introducing connectors for Cisco UCM, and Microsoft Teams.
Cloud Connect #
Cloud Connect is the new and improved version of Remote Collection that bridges the gap between your on-premises infrastructure and the ISI Cloud. All of the same features of Remote Collection are supported with great new features like real-time telemetry, cloud configured directory import, and a pathway to new features. See the server requirements for Cloud Connect for more details.
Cisco UCM Directory Import #
We have re-written Cisco Unified Communications Manager Directory Import to take full advantage of Connectors and Cloud Connect. This now allows you to completely self-manage the import of your Cisco UCM directory data.
Bug Fixes #
- [Service Provider] – 21172 – Incorrect quantities on fixed charge import
- [Reports] – 21350 – Call week filter accepts invalid values
- [Service Provider] – 21539 – Issue with Avaya CDR Processing
- [CDR Processing] – 21646 – Audiocodes processing error
- [Reporting] – 21707 – Incorrect report tags
- [Reporting] – 21828 – Issue saving report tags
- [Reporting] – 21833 – Error when clicking report history info icon
June 2024 #
Release Date: 2024-06-26
General Maintenance #
We’ve made general security, performance and user experience improvements.
May 2024 #
Release Date: 2024-05-15
Highlights #
- We are thrilled to announce that the ISI Analytics Report Engine has officially moved into General Availability! A menu option will be added to Infortel Classic to easily access the new Report Engine in June.
- New features have been added to the Report Engine. See below for more information.
- We continue to work on ISI Queue Analytics for Microsoft Teams. Contact us to learn more.
Ability to Refine Internal Calls by Placed or Received Status
When creating a report, you may want to return results of calls based on who placed the call, who received the call, or both, now you can! This option is available when creating or editing a Report Template. Simply go to the General tab and select the option you want.
Administration Options for Report Admin Users
Are you a Report Admin who helps other users? With the newly created Report Admin features you can easily view, modify, and delete Report Templates, Sharing Options, Schedules, and Report History. A dropdown is available at the top-right of each page to show My Templates/Reports/Schedules, All Templates/Reports/Schedules, or select a specific user.
Show Effective Date Range When Running a Report
Have you wondered if the Relative Date Range covers the time frame you wanted to generate a report for? You can now see actual dates that will be applied to the report.
Enhancements #
- Add report scheduling from templates and filters
- Show dates of data available for Run Now dialog
- Add indicator to show Field attributes have been changed
- Update Run Now Dialog to show date range for Relative range
- Implement Report Admin functionality
- Add Internal Placed/Received Logic to Call Record Search
- Update Report Export file format options to gray out buttons when not available
- Updates to Report Information dialog
- Ability to Resize Field Selector
- Logic Improvements to Owner Filter
Bug Fixes #
- Save/Save As/Copy As Dialog Consistency
- System Showing incorrect notification for Report Export failure (CSV/Xlsx)
- [Schedule UI] – Multiple UI issues
- Email Template Changes
- [Template Share] – issue in share template selection for my saved and shared template
- No In Application Notification for Completed Report Exports
- Remove Paging from Data Source Filter
- Improve visibility to select a report export format in Dark Mode
- Mouse changes to Hand when Hovered on a Template
- [Share dialogue] – User list is single select dropdown
- [Filter] – Multiple values in filter with greater than or less than is giving internal server error
- [Filter] – Getting backend error if user has added same value in filter
- [Report Information Dialog] – Incorrect date range showing
- While creating template click on Ok button two times it is creating two templates with same name
End of Support Announcement: Infortel Select On-Premise #
Infortel Select On-Premise End of Support: Infortel Select On-Premise Subscription will see its sale end on June 30, 2024, and support will cease on June 30, 2025, to shift focus towards more innovative cloud solutions. Transition to our cloud-based options, Infortel Select Cloud or Infortel Select Cloud Pro, is recommended for continued service and security.
Read the full announcement here
April 2024 #
Release Date: 2024-04-17
Highlights #
- Our product has a new URL! Login at https://app.isianalytics.com
- New features have been added to the Report Engine. See below for more information.
- We continue to work on ISI Queue Analytics for Microsoft Teams. Contact us to learn more.
Ability to Search for Users when Sharing a Template
Sharing Report Templates is even easier than before. The Select Users field now offers a drop-down of users in your organization. Additionally, if you begin typing the name of a user, the drop-down will automatically filter for you.
New Date Range Option – Relative Month Range
Do you need to create a report for a range of time that does not follow a calendar month? You can now select a Relative Month Range when running or scheduling a report.
Multi Value Filters now Accept Semicolon and New-Line Delimited Lists
Do you have a list of extensions (or other attributes) that you want to filter on? Paste the values into the text box and press the enter button.
From Excel:
From a Semicolon List:
The list automatically transforms into individual entries. Additionally, a copy button has been added to easily retrieve the list for offline editing.
Enhancements #
- Web Reports now opens in new tab
- Run Now automatically populates with last date/time filter applied
- Added the ability to filter on queue name in reports
- When exiting from an unsaved template, user is asked if they want to save
- A graphical time picker has been added to time fields
- Added the ability to select the page size of web reports to 250, 500, or 1000 records
- Report headers now show time range for the report
- Updated organizational filters to display organization levels and names
- For multi-input fields such as extension filters, you can now copy and paste lists of items from classic reports or from other sources
- Added Relative Months filter on report query. Relative months allow you to report on previous N months.
Bug Fixes #
- Fixed issue with Export Report notifications
- Fixed an issue with the Duration filter accepting HH:MM:SS format
- Fixed an issue with the cancel button reverting to defaults
- Fixed an error where certain scheduled reports are not being delivered
- Fixed an error when saving report schedules
March 2024 #
Release Date: 2024-03-20
Highlights #
New Report Engine Beta #
With this update, we are thrilled to announce the beta release of our new report engine for ISI Analytics, the cloud-based solution for unified communications (UC) analytics and reporting.
The new report template “Call Record Search” is available now and features:
- Intuitive UI enhancements
- Full customization of the report template, allowing you to modify the data sources, filters, columns, and layout to suit your specific needs and preferences
- Report history and scheduling, enabling you to save, share, and automate
- Enhanced performance and scalability, ensuring faster and smoother report generation and viewing
In a future update, we will add a new suite of templates for Queue Analytics and summary style reports for traditional call record reporting.
February 2024 #
Release Date: 2024-02-07
Queue Analytics Beta #
With this update, we are thrilled to announce the launch of the beta program for our latest feature – Queue Analytics for Microsoft Teams! This exciting new addition is designed to revolutionize the way you manage and analyze calls within Microsoft Teams.
- Real-Time Insights: Get instant access to valuable data on call queues, helping you to make informed decisions on the fly.
- Enhanced Call Management: Streamline your call handling process with improved visibility and control.
- User-Friendly Interface: Experience a seamless integration with Microsoft Teams, ensuring a smooth and efficient workflow.
Learn more about ISI Queue Analytics
General Maintenance #
We’ve made general security, performance and user experience improvements.