Preliminary Release Notes, 3 February 2026

This article provides an overview of changes and additional features planned for a release on 3 February, 2026.

The changes made in this release concern Puzzel Contact Centre.

These release notes are preliminary and features in this document are merely planned features for the release, which is still in the process of being tested thoroughly. Puzzel reserves the right to postpone the launch of any feature described in this article.

Note that some of these features may require a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly cost element associated to it.
 

Puzzel Contact Centre

Legacy Puzzel sign-in will be retired and replaced by Puzzel ID


The change will take effect during the maintenance window on the evening of 3 February 2026. From this point onward, legacy sign-in methods will no longer be available to most users.

What will change

  • Legacy Agent application sign-in URLs will be redirected to the Puzzel ID sign-in page.
    • On the Puzzel ID sign-in page there will be a temporary link to the legacy sign-in page.
    • Please note that the legacy Agent application will be out of support which includes no further bugfixes and new features.
  • The legacy Admin Portal sign-in page will guide users to sign in using Puzzel ID.
     

Action required – important

  • Inform your agents that still use the legacy sign-in page that they will need to enter their Puzzel ID (=company email address) on the morning of 3 February. If they have not signed in with Puzzel ID earlier, they will receive a one-time code to set their Puzzel ID password.    

  • If you are using legacy SSO (Azure) for the Agent application, you must configure and start using SSO with Puzzel ID before 3 February 2026. The legacy SSO (Azure) will only work for a very limited time after 3 February.

  • If you have any PCC API users authenticating the old way, you need to configure an Puzzel ID OIDC client and link this to the relevant PCC user, and adjust your integration/solution. See Configuring Puzzel ID OIDC Clients. API users are allowed to use legacy authentication for a very limited time after 3 February.


Grace period for special users

Customers with special users, e.g. Admin Portal Wallboard users, will be granted a temporary grace period and can continue using the legacy sign-in until a feasible Puzzel ID–based solution is available.

 

Change in Archive's recording format (MP3->OPUS) 

Ref. earlier information about this change given in Release Notes 14 October 2025 and 20 January 2026.

In the evening of 3 February 2026, we plan to change the file format for new call recordings stored in Archive from MP3 to OPUS for all customers who currently receive MP3 recordings.

This change applies only to new recordings. Existing MP3 recording files already stored in your Archive will not be converted or modified.

Both the Admin Portal Archive player and the Agent application (My Call Recordings) player support both MP3 and OPUS, so users will not notice any difference when playing recordings.

Why are we making this change?
OPUS is a modern, high-efficiency audio codec that provides better audio quality and performance for voice and speech compared to MP3.

Important information for API and manual downloads

If you:

  • manually download recordings from Archive, or
  • use the Archive API to fetch recordings, and
  • rely on an external application that does not support OPUS,

please contact us. We can allow you to continue receiving MP3 recordings for a limited period, giving you time to update your systems to support OPUS.

If you have any questions or concerns, feel free to reach out to our support team.

 

New feature: Call recording storage time based on Enquiry Registration Topic

We’re introducing more flexible control of call recording retention by allowing storage time to be set based on the Enquiry Registration Topic selected by the agent.

Storage time for call recordings is defined in the PCC solution's Archive subscription, but in many cases the correct retention period depends on what the call was about. With this update, agents’ Enquiry Registration selections can now be used to automatically determine how long a call recording is stored.

How it works

  • Admin users can configure Days to store for individual Enquiry Registration Topics.

  • When a call is recorded and the agent selects a Topic that has a configured storage time, that value is applied to the call recording in Archive.

Admin experience

  • On the Admin Portal → Enquiry Registration page, users with permission to turn on/off Call Recording can view and edit Days to store values.

  • In Admin Portal → Archive, the configured storage time is shown in the Recording tab for recordings where a Days to store value is applied.

  • Admin users with permission to delete recordings can also change the storage time for an individual recording (for example, if the wrong Topic was selected or Enquiry Registration was missed).

Agent experience

  • In the Puzzel Agent application, agents see only the Topic names (as today), not the configured storage time.

  • If desired, Topic names can include the retention information, for example: “Sales confirmed (3 years rec storage)”.

Rollout

This feature will be rolled out gradually and enabled progressively for customers.

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