Supervisor Dashboard Thresholds

Available to users with 1stream Enterprise licenses or higher

The Supervisor Dashboard provides a ton of great information to your team, but especially when looking at the Queues from a glance, it can be hard to see what is and what is not working.

Using our new Threshold Settings, you can define minimum and maximum values for various queue fields, and once those are reached the color can change to bring it to your attention.

See our article below for more information on where to configure these options, and what all options are available.

 Supervisor Dashboard 

Browser Extension Deployment Script

We've written up a simple KB article and script so you can easily deploy out the 1stream Client and Click to Dial extensions to your team members, in any Chromium-based browser on Windows.

You'll find the KB article below, and the script in Partners > Resources > Automation and APIs.

 Deploy the Browser Extensions 

Quality of Life and Bug Fixes

• ConnectWise Agreements will now be hidden if they are considered Inactive by the ConnectWise system. This should prevent long lists of unusable agreements from appearing.

• The Bulk Management > Bulk Edit tool was not properly loading for some instances, getting stuck on the "Loading..." text, and that should now be resolved.

• The Ticket Lookup app for HaloPSA was not properly launching the ticket popup when a user successfully got through the flow, that has been corrected.
• We've added two new forms to the Support Portal for requesting a digit length change or FQDN Rename, and moved the Migration Request form under the same category, "Migrations, Rebuilds, and Renames". This should speed along those changes especially when a mistake is made during initial setup, and we can just wipe it away and restart.

• An issue was corrected where the HaloPSA Voicemail to Ticket menu did not show ticket types correctly for some instances.
• Webhooks were crossing wires and CallEnd would end up at CallRinging/CallConnected in some cases where both were configured, that has been corrected.
• For High Availability systems that use Microsoft 365 for SSO, we've corrected a bug where users could not login in some cases during a failover event.
• We received a report that the SFTP Synchronizer would not allow you to save connection changes properly, that was a frontend UI bug and has been corrected. Separately the scheduler also referred to it as a "Weekly Reboot" instead of "Weekly Transfer" and that has also been corrected.
• We received a report that the API Key used in the Priority Routing call flow app was breaking, that was and edge case due to the split regions, however we've added additional blocks on the backend to ensure that cannot happen again.
• Some contacts in ConnectWise that had certain special characters in their name were failing to cache properly, those should be showing now.

FFotW: Filter Groups

Forgotten Feature of the Week

For companies/users with a 1stream Enterprise license, the Supervisor Dashboard and Wallboards can provide valuable data at a glance, however it can start to get cluttered quickly as you scale up your team.

Instead of showing all agents and all queues at once, you can use Filter Groups to trim down the list to only users you need to manage or worry about. This is a separate list than the Teams used for reporting purposes at the Core level.

You'll see in the above screenshot that there are automatic Call Queue groups created, those are prefaced with the Q: text. Otherwise, you can make your own groups to combine various queues like the Customer Success option above, and you can learn more on how in the article below.

 Creating a Filter Group 

Upcoming European Front-End Servers

We've just about completed testing of our European 1stream and Control servers, and those will be available for use in the coming weeks. This will initially be made available for new phone systems spun up in the London, Frankfurt, and Amsterdam datacenters.

After that we will begin migrating existing customers in those datacenters from the NA to the EU servers. As part of this you will need to access slightly different URLs, so we'll provide a document on how to prep for that directly to you via email in the coming weeks.

We'll communicate directly with impacted European partners as this date moves closer to ensure you're well aware of when the changes will impact you and your team.

This should drastically reduce latency for customers accessing the 1stream ecosystem in Europe, and we saw a marked improvement in speeds when we made this same change for Australia.

Updated Power BI Template

Requires 1stream Core or higher

We've updated the Power BI Desktop template so it now has a simple day of the week and hour interval slicer.

This should allow you to very quickly drill down into your weekend or "after hours" calls to see where the volume is coming from and where you may need to plug some gaps.

We highly recommend our Power BI template for any advanced reporting needs, as its ability to multi-select using the Ctrl key on your keyboard allows for much easier drill down than exporting our stock reports to Excel and managing the data that way.

Legacy "Sign in with Microsoft" Loop

In our recent post on Microsoft 365 Updates, we readded the UI which allowed you to use the built-in Microsoft 365 integration to sign in to the 3CX branded portal.

Unfortunately, we found that a permission was not properly required when provisioning accounts in the integration in the past, so you may end up in a login loop where it successfully logs you in but brings you right back to the login page.

You can either reprovision the integration or follow the Troubleshooting section at the bottom of the Simplified SSO Setup document to correct the permissions manually.

Quality of Life Changes and Bug Fixes

• The Monitoring > PBX Radar menu has been updated with a fresh look which should make problems more obvious to the eye. A bug was also corrected which caused some services to report down when they were otherwise functioning.
• When saving the Bulk Edit > Bulk Management tool in the Extensions menu, "An unknown error" would always occur. This was due to a frontend bug with the MPP Enabled field, and that has been corrected. The error did not actually impact saving functionality.

• We've corrected an issue with the Manage Import Profiles menu of the Progressive Dialer which would hide import profiles, so all should show now.

• A bug has been corrected with the Agent Custom Status Report which resulted in available time adding to 00:00:00 despite a non-0 sum. This returns correct data now.
• The 1s logo under extension values in the Extensions menu was not consistently showing for licensed users in certain cases. That has been corrected, and you can now reliably use that button to sync users and their license state to the 1stream portal.
• We've updated the Partners menu in the Control Portal to provide a bit more clarity to the resources available.
• There was a brief issue with fully custom SSL certificates at the phone system level where they were not applying correctly, that has been corrected.

FFotW: BrightGauge Integration

Available to 1stream Core licensed accounts and higher

We've covered our Power BI integration a few times now in these posts, but are you aware we also have a BrightGauge Integration? We can export your queue login and call summary information to OneDrive, and you can then use the OneDrive data source in BrightGauge to ingest this and potentially other reports into data sets then gauges.

An example of what this dashboard could look like is shown below; however you have full control to build whatever gauges you will find useful for your team.

See our article below for more information or book a call with our team to review setting this up for your instance.

 BrightGauge Integration article OR Book an Implementation Call if you're already a partner.

 Happy New Year!!!

We'd just like to thank all of our current partners for working with us in 2024, and we can't wait to show you what we've got in store for 2025. Keep an eye posted on our blog for additional information to come around our 2025 Partner Connect dates!

We'll have more news in the coming weeks about Signal On Call, new API endpoints, and a refreshed Control portal UI design to help make it easier to find what you need when you need it.

Microsoft 365 Updates

While we're still hard at work on the backend v20 changes, we've pushed some of the UI for Microsoft 365 early to give some additional options and clean up some of the previous options.

You'll now find a cleaner interface for data synchronization, and you now have the ability to setup the Presence Sync with Outlook, so when you're busy in a meeting you'll be marked as busy in the phone system.

This can be enabled for a selection of users, or all users. This is NOT the Teams Status Synchronization feature, which will be available in the coming weeks.

As part of this we've also exposed the legacy Microsoft 365 sign-in options for the PBX backend. It's still preferred, and required for 1stream, to follow our Branded SSO Setup Guide, however for simpler installs where you don't need the branding or 1stream you can now follow the Simplified SSO Setup Guide to enable the PBX-level SSO.

Caller ID API Endpoint

To kick off the new year, we've added a new API endpoint ChangeOutboundCallerID, which as it's titled allows you to change the caller ID value for an extension on the fly.

This can be especially useful with the InvokeClickToDial endpoint, allowing you to quickly set the ID and make a call, then maybe also change it back after receiving a CallEnd webhook once the call completes.

Check out our updated API documentation under Partners > Resources > Automation in the Control portal for more details.

Retiring the Unite Client

The Unite client allowed you to do device management on a local LAN, however as time has gone on the need for that has drastically reduced and remote devices or and our MPP integration have removed the broad need for this.

Due to the extremely low volume of usage, it's been decided to retire the Unite client and cease further development. Any existing installs may continue to operate, however we will no longer support any issues that occur, and we no longer provide links to install it.

Quality of Life Changes and Bug Fixes

• We've corrected a bug with the Call Segments portion of the 1stream portal where it would open in the corner of the window instead of in the center
• The Call Segments, Total Calls, and Recording Playback sections of the 1stream portal are now all draggable in case they overlap and hide information.
• The 1stream Client extension was causing some UI elements of the softphone to open the wrong way. These menus have been corrected and should now display all elements properly.
• We've added new Title and Extension fields to the Progressive Dialer which can be used in the import process to better categorize your contacts.
• A new Manage Import Profiles menu has been added to the Progressive Dialer which allows you to delete import profiles yourself.
• A bug with the Disposition Box of the Progressive Dialer not saving properly with new line breaks has been resolved.

FFotW: Contact Sync with Microsoft 365

Forgotten Feature of the Week

In line with the changes mentioned above, we just wanted to remind everyone of the ability to synchronize your Microsoft 365 contacts, both personal AND shared mailboxes, into the phone system.

This allows you to keep a unified contact list even when not using a PSA/CRM, so it's commonly used by end customers. See our articles below for more detail on this.

 Sync Personal Contacts 

 Sync Shared Mailbox Contacts 

You may have missed CRITICAL information!

If you missed our post from a couple weeks ago, see below for some important information around the upcoming updates.

 Core Platform Release Plans 

Send your 1stream emails via Microsoft 365

Historically you've not been able to customize the email sending from 1stream, with it always using the default "noreply" address instead.

For partners utilizing Microsoft 365 as their email provider, you can now setup a connection between 1stream and Exchange to utilize any valid mailbox to send these notifications.

This will apply to the PIN Verification Tool, Scheduled Reports, and the Signal Oncall notifications.

You can find more details on this and how to configure it at the link below.

 Send 1stream Email via Microsoft 365 

Automatically Move out of Custom Status

A long-requested feature, you now have the ability to automatically reset a Custom Status to a different status after a period of time. This could be used to ensure your team doesn't stay in Lunch for more than an hour, or that their Wrap Up status resets back to Available/In Queue after 2 minutes to ensure they can keep taking calls.

Set the new Auto Change To field to a different custom status name, it's important this is typed exactly the same as the status itself, then set the Auto Change Seconds to a value higher than 10 seconds. Once that number of seconds pass while in this status, it will automatically move to the specified status.

You can read more on this in our article Creating Custom Statuses.

Quality of Life Changes and Bug Fixes

• The Microsoft 365 integration menu has been rewritten, and you can find a "Switch to new Microsoft 365 UI" button at the top of that page. This allows for access to more settings, and more streamlined operations. We'll have a larger post about this once it's set as the main UI.

• Voicemail Extensions were sending missed call notifications upon creation, instead of just the voicemail email, so that's been turned off on new boxes. We've also set the default to send the voicemail as an attachment, instead of just a basic notification.
• The 1stream integration menu has been streamlined to remove old fields that are no longer in use. We've also updated the UI so that it doesn't display the correct Server IP field to appear as if there's an error with it.

• We've resolved an issue with the ConnectWise Territory part of Priority Routing where in some cases it would end up in the Routing No Match destination due to a hardcoded value.

• An error on the Australian portal was causing the Priority Routing to not properly list accounts, and that has been corrected.
• Another error in the same vein was corrected, now allowing partners on the Australian portal to properly use Contact Title matching.
• We've corrected a bug with the Sync Contacts to Phone Book action where it would get caught on certain values and not fully populate the Contacts menu in the phone system.

• There was an issue with the Microsoft 365 integration where account provisioning failed to save the tenant or application ID to the system. This bug has now been fixed, so if you encountered this problem, you can now provision the account again properly.

• For systems ordered through Pax8 specifically there was an issue completing the final setup step inside the Dashboard, and that has now been resolved.

FFotW: Office Hours

Forgotten Feature of the Week

Not really a feature, but we wanted to make sure that everyone was aware that we hold open office hours every week, and that we've updated the hours for 2025 and posted a new schedule to hopefully provide more worldwide availability.

This is held every other Tuesday at 10AM EST, which should be better for East coast US and European partners, and every other Thursday at 5PM EST, which is better for West coast US and APAC partners.

No office hours will be held for the next week due to the holidays, but we're back at it right away on January 2nd in the new year.

You can find more details on this on our page below, or via the Partners > Training Dates menu in the phone system admin panel.

 Training Dates 

Preparing for the Next Core Platform Release

Since August 1st, our development teams have been working around the clock to prepare for the next core communications platform version release. Our analogy is this something similar to a Windows 10 to a Windows 11 upgrade/migration.

As part of this, an actual account-by-account migration will need to take place in between today December 5th, 2024 and March 1, 2025. Our goal as part of this project to is make sure all work would be done outside of normal peak business hours for all partners and their downstream customers, likely nights and weekends.

We worked to make this process as automated and seamless as possible to include the ability to maintain desktop and mobile apps, physical device provisioning, and call flow. Meaning, little to no work would need to be done by our existing partners as part of this process.

There are some things that surely will change after the fact in some areas like system configuration and call flow. We are preparing a guide on the changes that you need to know post migration.

We understand that a lot of work needs to be done in a short period of time, and we will be doing our best to proactively post maintenance windows ahead of time and notify accounts on when they will be scheduled for migration.

Stay tuned here or on our Blog for more details.

You may have missed these:

If you're not reading our announcement posts unless the banner appears, you may have missed the following news posts:

•  GlassHive Marketing, New Number Request Improvements, QoL Changes 
•  Reports-Only 1stream Permissions and Simpler Order Forms 
•  Pricing Calculator, Priority Routing Updates, QoL Changes 
•  Admin/Non-SSO User Import, Title Based Routing, CA Calling Plans 

Progressive Web App Deployment for Windows

We've got a new script available under the Partners > Resources > Automation and APIs section which enables you to quickly deploy the soft phone as a Progressive Web App to your end users using the Windows operating system and a Chromium-based browser such as Edge or Chrome.

Simply follow our knowledgebase article Deploy the Progressive Web App (PWA) using the script shown below, and you'll have the app deployed to your team in no time.

FFotW: Alternative Routing for Outage Scenarios

Forgotten Feature of the Week

Whether or not you're using High Availability for your systems, you should always have a backup phone number configured for every number you own. This way in the event of a phone system outage or general trunk registration issue, you're able to still receive calls to an alternate destination like a backup cell number.

For our US-based SIPTrunk.com partners, this can be configured within your SIPTrunk.com portal to allow for either a backup phone number OR a voicemail to email mailbox which will only be presented when the call cannot get through to your system.

You can find more details on this in our knowledgebase article Adding Alternative Routing to SIPTrunk.com Trunks.

For our partners who purchase calling plans through bvoip, simply submit a new support ticket to us within the support portal using the category shown below.

If you are using an external/third party trunking partner, refer to their documentation on how to best configure this.

bvoip + GlassHive

We are thrilled to announce a new partnership program with GlassHive that we believe will bring a new experience for bvoip partners.

bvoip partners can now access a complimentary GlassHive account along with three months’ worth of co-branded Assets that will help to empower your marketing and sales strategy. GlassHive offers a variety of marketing materials designed to help you effectively promote bvoip products and services to your clients.

Key Benefits of this Partnership Program:

• Free GlassHive Account: Access all the powerful features of GlassHive to streamline your marketing efforts.
• Co-Branded bvoip Content: Utilize professionally crafted content to enhance your marketing strategies.
• Dedicated Account Manager: Receive personalized support to ensure seamless setup and execution of your campaigns

To apply for access, please navigate to the bvoip control portal, partners, resources, GlassHive Marketing Program

New Number Request (Non-US Partners Only)

We've updated the form in the support portal for New Number Request to now include specifics on what forms of verification we need to proceed with a number order.

Once you pick your country and enter in the server and quantity of numbers, you'll then be presented a country-specific page to fill out further details on.

Quality of Life Changes and Bugfixes

• We've added a new Delete/X button to the top of the System > Users menu, which now allows you to mass delete users from the list to enable easier cleanup for older users.
• We've hidden the Shop > Quotations menu pending further development to flesh out the payment processing system. You can find a pricing calculator under Partners > Resources or get quotes via your distribution partner or account manager.

• For the Progressive Dialer, we've clarified the documentation to include the replacement variables that can be used in the follow up email action.

• The ConnectWise PSA integration has been updated to include the status name "Completed" when considering whether a ticket is completed. This is specifically used for the Include Completed checkbox that shows on the ticket list, hopefully cleaning that up a bit more than before.

• The logic for Include Completed has also been updated to use the Closed flag in ConnectWise instead of just the text "Closed", so it should properly hide tickets that are closed but with a differing status name such as "Cancelled".

• A number of issues were corrected where you would see 404 and 403 errors upon accessing certain UI elements. Should you see any further issues like this, please report it via a support ticket.
• We corrected an error with the noreply@1stream.com emails, where it was incorrectly sending out using the wrong authentication. You may have received a few "Unverified" emails during this period, those should be resolved.
• A small number of emails were still being sent out via our previous mail queueing system, those have now all been updated to leverage the new system.
• Newly setup 1stream tenants will now have the Manage Organization permission properly set to Yes for the initially created Admin permission group.

FFotW: BLF Keys

Forgotten Feature of the Week

Busy Lamp Field keys, or BLFs, allow a user to setup quick speed dials to perform key actions like setting their status, transferring a call to another extension, or parking a call like in a traditional "Call on line 1 for XYZ" announcement.

While these aren't available on the mobile app, you can utilize these on the vast majority of physical devices as well as the webclient.

Users can modify their own BLF keys within the webclient settings, or you can set them via the admin panel by editing a single extension or using Bulk Management > Bulk Edit > BLFs

For more details, see our article on Setting BLF Keys.

New Manage Organization Permission

The 1stream admin panel has historically allowed for reducing user permissions, however any access to the admin panel meant that users could modify other users or potentially themselves, meaning you couldn't easily provide Report-Only access to the portal.

There is now a new Manage Organization permission, and the former Admin Access permission has been renamed to Access 1stream Portal to make it clearer what it allows for.

All groups that previously had Admin Access set to yes have had the new permission defaulted to yes as well, but going forward you can adjust these permissions separately to grant the minimum access a user needs.

Order Form Simplification

For our direct partners, we've updated all of our support portal forms to make it more clear what exactly we need for each request, and we've reduced the number of forms to make it easier to pick what you're actually looking for.

Quality of Life/Bug Fixes

• We've fleshed out the Kaseya Voicemail to Ticket routine, so you can now set that up yourselves and use multiple mailboxes like with other PSA platforms.

• We've fixed the Extension > General > Webclient Password explanation box popping over to the right, it now pops out to the left so it can be properly read.

• In reviewing the above issue, we found a few other popovers that did not align properly, those have been corrected.
• The System > Single Sign-On menu has been corrected so that it properly shows the SSO users that are enabled for each system when viewed.

FFotW: Ticket Form Snapshots

Forgotten Feature of the Week

Users of 1stream Core or higher are probably used to editing and submitting tickets on the regular, but did you know you can control the defaults for those ticket windows?

You can setup Ticket Form Snapshots which can then be applied manually by users to set certain fields to a common standard, and you can even set individual snapshots as the Add New Default and Edit Default. That way when a user opens up a new ticket, you can default Include Time to be unchecked, or checked if you prefer.

You can find more detail on this feature in our Knowledgebase Article.

Pricing Calculator

While you've been able to generate simple quotes in the portal or via a distribution partner for a while now, it hasn't been the easiest especially to compare and contrast pricing.

We've finally built out a full Customer Calculator which will help you determine whether the customer fits best under Per Channel or Per User pricing models. There's also a Simple Internal Use Calculator and Simple Customer Calculator which reduces the input necessary but doesn't provide the cost comparison between the two license models.

You'll find these workbooks under the Partner > Resources menu in your admin portal under the Pricing Details and Calculators subsection, currently available in USD and AUD, and we'll add more currency options soon.

Priority Routing DID Mapping

You have always been able to configure the Routing No Match DN field to handle all calls that the system doesn't have an alternate path for, but you can also adjust things based on the incoming DID.

This allows you to say that calls to your main number failover to one queue, while calls to your customer-specific number go to that customer's specific queue. The main Contact Priority Routing list is the one that takes effect first, and on that...

Priority Routing Re-Order

We've updated the order of Priority Routing so that it makes a bit more sense for users who are using all four levels of this.

It will now use the following prioritization order to the strategies:

1. If a specific Contact is listed, it will use that
2. Otherwise, if their Title is listed, it will use that path
3. Thirdly it checks for their Company in the list, and uses that path if it exists
4. Finally, it checks for the Territory attached to the caller ID
5. If no results are found it will use the above routing table
6. Finally, it will use the Routing No Match DN set at the top of 1stream settings.

GetActiveCalls Endpoint

We've added a new GetActiveCalls endpoint which can be called by anyone with a 1stream Core license or higher.

This will provide the same detail as the GetCallLogs endpoint, just for any active call currently ongoing in the system.

Advanced Bulk Edit

In some situations, it may be necessary to bulk edit the Enable Web Client option, or the Outbound Caller ID. Due to the way these fields operate they can't be stored under the same menu as the rest, so we've added a new menu to Bulk Management, Advanced Bulk Edit.

With this you can update fields that require iterating over all extensions, and it will just take a bit longer to process than your average change.

You can double check which extensions this will impact using the blue button at the top before you apply the changes.

QoL and Bug Fixes

• The Bulk Management > Import Users menu has been updated to allow you to Try reimporting ignoring errors whenever an error occurs. This will ingest the non-erroring users, while skipping over the highlighted line numbers.

• We've updated the Shop > Orders Status page to make it clearer when one of our distribution partners creates an order using their API connection.
• A number of minor display issues were corrected in the Australian MTP site, which should reduce confusion around the domains.
• The same Orders Status page has been updated to include a user count for the order, so you can see what exactly what was purchased. Channel-based systems report as 0 users, but you can click in to view the purchased channel count.
• A bug in the Extensions > Devices menu was corrected which caused some systems to report that they did not exist in the MPP backend portal.
• The Roles & Rights created within the Systems menu of the portal has been updated to no longer limit the max number of systems to 32. You can now have unlimited systems attached to each individual role.
• Additional catches have been enabled to find duplicate extensions in the Bulk Management > Import Users process, preventing import errors.
• We've added additional detail to the WEBSITE ACCESS ISSUES error page to provide more information on what ports you need to allow to ensure proper access to our pages.
• The main login page has been adjusted to redirect typos to /sso/webclient instead of the admin /sign-in endpoint, which should allow users to more easily login to the webclient when they make a mistake.
• We've corrected a bug in the Set Operator Extension button where it would successfully set the operator, but then error due to an invalid permission option.

Control User Import/Export

You can now more easily add additional admin users to the system, or download a list of all extensions across all phone systems with two clicks!

Under System > Users on the left-hand side you'll find the new Export Users, Import Users, and Downloads menus available.

Within the Downloads menu you'll find the Sample CSV mentioned above as well as the PBX and Users Ids sheet which lists all phone systems and all of their extensions.

You can then use these ID values to import non-SSO users for binding to an extension in a phone system. Otherwise you can leave those fields blank if you're just importing your admin users.

Title Based Routing

Available to 1stream Engage or higher licensed companies

We were already caching the title of contacts for the Marked Titles feature (FFoTW for 4/26/24) so we figured we may as well leverage that as an option for the Priority Call Routing feature as well.

In addition to the previous Company/Account, Contact, and Territory (CW Only) methods, you can now enter in a string which is searched in the title of the user from the PSA/CRM/ERP

Try it out today if you have the Engage licensing or reach out to your sales manager if you don't for pricing information.

Canadian Calling Plans Now Available!

We're happy to announce a new partnership with IXICA in Canada for a bvoip calling plan option. We now offer competitive calling plans in country, billed in Canadian Dollars, with SMS options available as well.

Reach out to your sales manager or sales@bvoip.com for more information on this if you'd like to know more.

(FFotW) Bridging and its new UI

Forgotten Feature of the Week

A Bridge allows for two separate systems to call internally to each other, using internal extensions, and without clogging your SIP Trunk channels or minutes.

We've updated the SIP Trunks menu to now properly have the user interface for controlling the Bridges that can be made between systems.

This can drastically reduce latency time for global deployments and streamline operations between sister companies that need to call each other. There are some caveats though such as needing to run reports and setup integrations in each system individually, so this isn't right for everyone.

Reach out to our partners@bvoip.com team if you think a Bridged system might be best for you or your customer and we can discuss the pros and cons.

QoL Bug Fixes

• We've simplified the User profile tab under the System > Users menu to remove unnecessary fields, streamlining the user creation process.
• We've decluttered the Partners > Resources menu so the key things are easier to locate.
• We've added Voicemail to Ticket for Kaseya BMS, to reach feature parity with other major PSAs.
• We've resolved a bug with the Extensions > Devices menu where it would sometimes return an Internal Server Error. This error should no longer appear, and the integration with the remote provisioning system has been streamlined to speed up the process a bit.

• The consistency of error highlighting has been improved, to make it clearer when issues arise.
• We've added coverage for additional errors to better show what issue is actually happening if it's something that is user correctable.
• The auto-correcting system recovery page will no longer infinitely loop. It will attempt to perform corrective measures up to five times before visibly erroring.
• We've removed the legacy Secondary App from the admin portal welcome emails, and we've corrected the link to point at the company-specific portal instead of the generic MTP address.

Australian MTP/1stream Breakout

We've broken out the 1stream and MTP portals for the Australian region, so those can now be accessed at the dedicated links below.

This will smooth out the performance for our Australian partners, while ensuring cross-region support for managing phone systems for your customer across the globe.

•  https://au-mtp.bvoip.net 
•  https://portal-au.1stream.com 

The final migration component of this was completed this week. You received an email titled "AU Portal Move" from our team with additional details on your direct changes if you were impacted.

Email Provider Replacement

We are working to migrate from our old email provider to Amazon SES which we expect to permanently resolve issues we've seen in past months where our former provider had messages towards Microsoft 365 delayed for upwards of 4-6 hours.

We still recommend customers of Microsoft 365 configure their own email server, as that provides the best sending speed via the Graph API, but the new sending solution results in vastly reduced delivery speeds.

This is split across multiple endpoints around the world, so you will only be impacted if your localized datacenter has an outage (and we don't use us-east-1).

Your server was automatically migrated if you were set to use our previous mail provider, and you shouldn't need to adjust any rules to ensure delivery unless you have server-bound rulesets.

Knowledge Base Re-categorization

We've recategorized our knowledge base to better line up with the 11 products under the 1stream umbrella. All the same documents are still there, you just might need to take a different path to reach them.

If you see any issues or have any feedback, you can leave it right on the article by highlighting some text and clicking the + plus button that appears.

As a very minor change, we also reduced a large amount of the vertical whitespace, to reduce the amount you need to scroll on each page.

Quality of Life Fixes

• We've added the Extension Name and Extension Number columns to the Queue Calls that Waited report so you can see who answered long holding calls.
• We've updated our Closed filter for ConnectWise to exclude statuses that start with Closed-Pending, allowing those statuses to still be treated as open for things like Ticket Based Routing or browsing tickets in the 1stream Client.
• A CSV export has been added to the Holidays table.

FFotW: Workforce Management

Forgotten Feature of the Week

Companies with a 1stream Enterprise license can leverage the Workforce Management features to perform scheduling and forecasting on call volume, to ensure your call center is always staffed to meet demand based on historical volume.

We're working on publishing additional material for this, but we've got some existing docs on this in our knowledgebase as well. Find more detail below!

 1stream Workforce Management