Partners who are utilizing the System > Customers menu have up until now been unable to grant access to those phone systems via the Roles & Rights menu, as that only showed partner-level phone systems.

This primarily impacted our Pax8 channel partners, however some direct partners had some or all customers moved to this nested structure.

We've now corrected this behavior so you can see the phone systems that your customers have under them, so you can grant your lower-level team members access to individual client systems and not full admin.

The "Check Logs" button

Until now you've had to reach out to the bvoip support team for even the simplest of CRM connection errors, and that's been a generally poor experience when it comes to simple things you can fix yourself.

We've updated the Check Logs button that only OneDrive and DropBox users have seen in the past, and that now contains all the API error logs that we're temporarily caching on our side.

This will also include logs for when users have logged in recently, when someone pulls the log file, and when various backend events happen like RONA count increases.

This isn't to say that all errors will appear in here, and many of them will still require assistance to help resolve, but this should enable you to do more self-service and provide faster support to your end clients.

Phone Number Report

Advanced Reporting requires a 1stream Core license.

Bringing back a former report from our Enterprise Portal, the predecessor to the current unified 1stream portal, you can now use the Phone Number Report to pull a list of all calls involving a specific phone number.

This report can be especially useful if you need to determine how many times a specific caller called you over a period, or to get total talk time to compare against your records in a billing dispute.

Just like all of our other reports, you can schedule this to occur on a regular basis or run it ad hoc and simply export it to an Excel file.

Autotask Catch All Company

We found that the Autotask voicemail to ticket routine was not properly creating tickets if the contact did not exist in the system, as Autotask does not have a default "Catchall" like ConnectWise does where this feature was first built.

You can now select a Catch All Company which will then be used whenever a contact cannot be matched on a new ticket.

ConnectWise Source

You are now able to set the Default Ticket Source field within the ConnectWise PSA settings, and then going forward all 1stream tickets will submit using that source.

Minor/Quality of Life Changes

• You can once again see your space used against your quota directly within the Storage > Recordings and Voicemails menus of the phone system.
• Our Platform Monitoring status page has been moved from the Partners menu to the Monitoring menu, to make it available to customer admins so they can view any maintenance or outages that impact them.
• A small selection of Grandstream devices have been added to the Extensions > FXS/DECT menu as supported devices.
• Similar to the above change for Autotask, if for some reason you find a need to use a different company for non-matches than the default Catchall that comes with ConnectWise PSA, you can adjust that at the bottom of the ConnectWise PSA menu.
• The word "Receptionist" was misspelled in the Rights menu of extensions, and that has been corrected.
• Updated the links to the Audio File Guide and Microsoft SSO guide that are included in the phone system to reference the new Knowledge Base.
• We renamed the Marketing section of the Partners menu to Resources, to make it clear there is more than just marketing material in that menu.

Marked Company Territories/Marked Contact Titles

Forgotten Feature of the Week

Many partners have a tough time dealing with higher level executives or owners of their larger client companies who call in and don't get the "expected level of service" for someone of their position.

Alternatively, you may have a company who has repeatedly called in despite leaving your services, and your team ends up burning time before they realize that's the case.

You can use the Marked Company Territories feature to flag a territory or the Marked Contact Titles to flag a specific title, and those will then appear flashing on the contact menu in the 1stream client.

As announced at our Partner Connect event earlier this week, we've migrated to a new Knowledge Base and a new Academy/LMS Platform, both of which are now live.

Thanks again to all of our partners who attended, and for those who couldn't make it definitely check out our next Partner Connect event July 22-23 in Denver, Colorado. These events are free to attend for bvoip partners, you just need to plan your travel.

 Knowledge Base at docs.bvoip.net 

We've gone through over 500 articles to rewrite old content and improve visibility. The search system is new and improved, you can now provide feedback on articles, and you can easily request new articles.

This also allows us to use new formatting methods that we couldn't use before, so expect to see some new sections and collapsible questions.

 bvoip Academy 

We've rewritten our Academy into a whole new LMS platform including quizzes and virtual certificates for your team, to ensure everyone is reading through and engaging in the training content.

There are over 20 Courses and we're always working to add more where we can.

PIN Verification Tool: Forgotten Feature of the Week

Requires 1stream Engage Licensing

One thing that came up often in our Partner Connect was that some users have missed key announcements in recent years due to missed emails or poor communication, so we're going to re-cover some of those old features periodically to make sure you're using all that is available to you.

Our PIN Code Verification option allows your team members to send a randomly generated PIN to a contact in your CRM/PSA, either via email or SMS, and once they read that code back you can consider them to be who they say they are.

You can also leverage your own number with providers like SIPTrunk.com, Twilio, or more, and you can heavily customize the template used in the message.

We highly recommend verifying contacts for any and all requests that could result in them gaining access to data, whether using this tool or another tool that does the same.

Welcome to our new Enhancements & Ideas Portal!

For users who haven't seen this before, welcome! There are additional posts besides this one, so make sure you're checking out the other Announcements available.

We also have a new Roadmap showing the features we're working on, and you can submit new feature requests or bugs to our Ideas section.

You can access this via the "What's New" banner on the right of many of our portals, or directly at https://ideas.bvoip.net, and make sure to check back often as we try to post new features and changes weekly.

New US Hardware Store and Partner Links

We're happy to announce we have a new hardware partner for our US-based partners, and the new store can be found under the Partners menu in your admin portal.

The new store features better pricing, additional devices, and same day shipping on most orders made prior by 4:30PM Central Time.

Partner Links

We've moved all of our core links from the Partner Resources Marketing folder and i menu at the top into this menu, so even if you adjust the links for customers, you can still access the resources you need as a partner.

This is where you'll find the partner Shop links as well now like mentioned above, as well as our Referral Program and learning resources.

New GetPhoneQueueStatuses Endpoint

1stream Core or higher is required for API access.

We moved the GetPhoneQueueStatuses endpoint to public preview last week, and that is now live in production.

You can query this endpoint to get all queue login/logout actions for your system, or you can add the normal startDate and endDate parameters to limit the window of data. We highly recommend limiting the dates if you've been using the system for a while.

This endpoint will push down all data at once, so there are no pagination parameters involved.

The example below shows the extension 610 logging in to queue 812 at 6:07AM, then logging out at 8:30AM.

Admin Activity Report

We've added a new Admin Activity report to 1stream which will show you the changes that have been made within the admin panel.

We are still working on adding additional clarity to this report, as many fields are simply stored as IDs instead of the names, but if you need help tracking down something just reach out and we'll help you determine what a specific change was referring to.

New API Endpoints

We've added two new endpoints to our API that are in the final stages of testing, and have been marked for public access:

• TriggerSignalEvent allows you to trigger the Signal Voicemail Monitor routine with specific text, and that will then go through the normal escalation chain. We are still working to correct some issues with the voice call function, as it does not read off the alert currently, but otherwise this is ready for preview.
• GetAgentQueueStatuses allows you to pull a list of your agents queue status changes, giving you the ability to programatically view how long someone was logged into a queue, and see when they logged in or out last.

Both of these endpoints are now in public preview, however you may see issues accessing them periodically as we work to iron out the bugs, so we'll make a note in a future announcement post once all bugs have been resolved and these are considered "production ready".

Upcoming Updates

We're hard at work on a full overhaul of our Knowledge Base and Academy, and we'll have more news to share on that soon.

Partners who are attending bvoip Partner Connect in Nashville (April 15th through 16th) will get an early preview of these new platforms alongside sneak peaks of upcoming features like PSA-Integrated SMS and improvements to Signal. Registration is still open, and we'd love to see you there.

Quality of Life (QOL) Changes

We've recently shipped the following minor updates which should help make things run just a little bit smoother:

• The CRM User Mappings menu within 1Stream has been adjusted so that users are locked by default to prevent mistakes in editing. You can use the edit button next to each user to unlock individually or use the "Unlock All Users" button in the title bar.

• The Severity field is no longer required within the ConnectWise Manage CRM integration, so you can properly disable that field as you wish.

• The Ring Groups menu in the phone system has been improved, including new columns for the members and DIDs so you don't have to enter each group to view them, and the ability to easily move users around numerically in large groups.

Upcoming Updates

The following updates below are in their final stages, and should be available in the next couple weeks:

• A new Audit Log Report is being made for 1Stream, which will show all the changes that have been made by users within the 1Stream system.
• A new Check Logs button is being added to 1Stream to allow you to check your CRM logs yourself when errors occur, instead of always having to reach out to our team to investigate.
• The Call Queues, Inbound Rules, and Outbound Rules menus will be updated similarly to the Ring Group change mentioned above.

Documentation Updates

We've been hard at work adding new documents for lesser-known features and updating old documents to make sure they're as accurate as they can be. Below are some of the highlights from the past few weeks:

• New article on Managing Storage Space, which includes details on how you might qualify for a free storage increase if you've heavily increased your user count since your instance was deployed.
• For clients on 1Stream Core and higher you can find updated API Documentation in our 1Stream API article, including details on the new GetCallSegmentLogs endpoint and clearer examples for each API endpoint.

And we've got some updates on articles to assist in troubleshooting:

• New article on the Failed to Call Error for partners who are trying to follow CIS Benchmarks or similar high security policies.

• New article on troubleshooting No Audio On Call, which may be solved by enabling the option PBX Delivers Audio for the extension.

Welcome to our new Enhancements & Ideas Portal!

For users who haven't seen this before, welcome! There are additional posts besides this one, so make sure you're checking out the other Announcements available.

We also have a new Roadmap and you can submit new feature requests or bugs to our Ideas section.

You can access this in the 1Stream Admin Portal via the "What's New" banner on the right, or via https://ideas.bvoip.net, and make sure to check back often as we try to post new features and changes weekly.

User Permission Report

1Stream Core or higher is required for reporting

A new report has been made available, which quickly lists out all users in the 1Stream platform as well as their assigned extension, permission group, and plan.

Like all of our reports, you can click the green button to export this to a spreadsheet, and you can use the calendar icon to schedule this report to occur on a regular cadence.

Permission Updates

Permissions were overcomplicated in 1Stream, requiring you to set both a Permission Group and a User Type for each user which confused many.

We've updated the 1Stream system to no longer utilize the per-user User Type field, and instead a new field Admin Portal Access has been added to the Permission Group menus.

You can use the above permission report to cross check and ensure that all users that were set to Admin for their User Type are moved to a Permission Group that now has Admin Portal Access set to Yes.

Documentation Updates

We've been hard at work adding new documents for lesser-known features and updating old documents to make sure they're as accurate as they can be. Below are some of the highlights from the past few weeks:

• New article on installing the Progressive Web App (PWA) in Edge or Chrome, which is the preferred way to access the 1Stream Browser Extension.

• Fully rewrote our articles on Integrating Microsoft 365, so make sure you run through those to make sure you're utilizing all the potential features there including how to Archive Recordings to SharePoint. 

And we've got some updates on articles to assist in troubleshooting:

• New article on Web Client Notification Troubleshooting, if you're seeing issues with getting notifications delivered consistently.

• Added examples to our article on setting up the Voicemail Monitoring in Signal, which should help clarify why some schedules aren't working as you may have intended.

A new API endpoint, GetCallSegmentLogs, has been made available for all 1Stream Enterprise users.

This endpoint when queried will return the call segments matching the specified parameters, which you can then use to get more actionable data for reporting.

For details on how to access the API, check out our 1Stream API article for more info.

Fields and Parameters

You can use the following parameters to query this endpoint, all of which are optional:

• startDate: m/d/yyyy
• endDate: m/d/yyyy

• CallID: 123456 (Retrieved from GetCallLogs endpoint)
• pageNumber: Default of 1 if not declared.
• pageSize: Default of 100 if not declared.

The key fields to pay attention to in the returned data are:

• CallID, which can be used to match the segments back to the full call record under the GetCallLogs endpoint.
• SeqOrder, which shows the order the call segments occurred in.
• SegmentTypeName, which shows what the segment is reaching in the phone system, the exact one of these would be the Extension field.

Leveraging the Data

One example of a way to leverage this data would be to pull down the day's call segments, and sort by the largest SeqOrder. This will tell you which calls had the toughest time flowing through the system and may point out some areas where you could improve the call flow.

Another option here would be to look for any segments with a SegmentType of 4 or SegmentTypeName of Queue, then further look at those that have a SegmentSeconds of 1 or more. If you count the rows by CallID, this will tell you which calls had the most queue polls that day.

Don't have 1Stream Enterprise?

Reach out to your sales rep for details on the cost to upgrade in order to enable this functionality, as it can help reduce the time it takes to find where calls went and how. Each user that views Call Segment data needs an Enterprise license.

Users Dial by Name Greeting Report

A new report has been made available to all 1Stream Core users, showing which users do or do not have a Voicemail Greeting set.

The intent of this is to cover for the default "Call by Name" or Dial-By-Name directory, which requires users to have a voicemail greeting set in order for them to appear in the directory.

Enhanced Dial-By-Name Directory

Alternatively, you can use our Enhanced Dial-By-Name Directory custom integration, which programmatically generates the greetings using a Text-to-Speech engine.

This removes the need to manage and monitor this manually, however some names may be pronounced incorrectly. Users can record a voicemail greeting to then override the system generated greeting.

PIN Code Usage Report

This report has been made available to all 1Stream Engage users, showing the usage of the PIN Code Verification tool.

Call Transcription has been made available for all 1Stream Enterprise users.

This new functionality allows you to send all, or a selection of, call recordings to a third-party transcription service. You can choose to send outbound calls, queue calls, or all calls, and you can further limit it by a minimum call duration.

After the call is transcribed, it will be downloaded and made accessible to you within the 1Stream system, both to the end user and in the admin portal when a recording is opened.

For more information, you can view the documentation linked below which covers how to set up these capabilities. 

 Call Transcription Integration 

Supported Providers

• Amazon Transcribe
• Google Speech-to-Text
• Microsoft Azure Speech Services

Transcription Access via API

You can also access the transcription data along with the call record using the 1Stream API to programmatically leverage it in other systems.

Transcription with Sentiment Analytics

If you're looking for not only transcription, but also analysis of the calls themselves for additional levels of detail, you can configure Call Transcription using Azure Cognitive Services with Sentiment Analysis.

This solution enables additional reporting like below, powered by Microsoft's strong Cognitive Services platform, which comes at a cost of $20-50+ per day in usage charges dependent on your call volume and SQL Server size.

Don't have 1Stream Enterprise?

Reach out to your sales rep for details on the cost to upgrade in order to enable this functionality. It can drastically reduce the time it takes to review lengthy calls, so the reduction in labor hours may make it a net positive.