27 April 2026
Summary
Release window: Monday 27th April 2026, 05:00 UTC
Service impact: New call centre XML (v1.3) required.
Customer action:
- New call centre XML (v1.3). Download it below:
- New app package (1.6).
Support
If something isn’t working as expected after this update, contact: [email protected]
Improvements
Admin Portal
Unaric Voice for Teams admin portal has launched! Use the admin portal for quick and simple onboarding, visibility of logged-in and active users, and licence management.
Defer inbound screen pop from ring to answer
You can now customise the inbound screen pop settings via the contact centre (version 1.3 required). The screen pop can now be configured to trigger at ringing or answering. If you set up to pop on answer, the matching contact in the Voice for Teams toast can be clicked to easily navigate to the contact record.
Known issues
Ring All / Missed calls duplicate tasks created in Salesforce
When calls come into multiple agents via a call queue, missed call tasks will be created for all agents other than the agent that answered the call (if all agents miss the call, a missed call task will be created for all agents).
Temporary fix: As a workaround, missed calls will not be stored in Salesforce via the softphone. Unaric Sync (scheduled for release on Wednesday 29th April) will handle and sync the missed calls into Salesforce.
No ring back tone (RBT) heard in Unaric Voice for Teams (outbound calling)
Some instances have reported no ring back tone when making an outbound call. So far, this issue has only been raised by customers using Teams Direct Routing.
Status: Under investigation. This issue is caused by the upstream carrier not providing a ring back tone, so the call is silent until it is either answered, or hits voicemail. When making the call via the Teams Desktop or web client, you will hear the default Teams outbound calling melody played while the call connects (this is Microsoft's way of providing feedback to the caller if no RT is provided by the upstream carrier).
Solution: The Summer release will include a fix to this issue. We will insert our own melody for outbound calls if the ring back tone is not provided by the upstream carrier (in the same way that Microsoft Teams does today).
Temporary fix: An alternative fix is to add a ring back tone to your SBC if using Direct Routing or by raising a request with your Direct Routing provider, asking for them to insert the ring back tone. If you see Ringing in Unaric Voice for Teams, then the ring back tone is not being provided, so the call will be silent until answered or voicemail. If you see EarlyMedia, the Ring back tone is being provided, and you will hear the ringing:
