Upgrading to v20

We have successfully upgraded our first few customer instances to the next core platform release, version 20, and we're working to schedule the remaining upgrades over the next few months.

You'll receive notice from our team ahead of your planned upgrade, as it will require an outage window, but you shouldn't need to make any changes on your end. We are sending out upgrade notices in order of system complexity.

Want to know what's new and changed in the latest version? Check out our KB article on that below!

 What's New in v20? 

Subscribe to Announcements

Missed some of our posts here? You can now Subscribe to our announcements! At the top of the Announcements page, you should see a Subscribe to Updates button as shown below, and new announcements such as this one will be sent directly to your inbox!

We'll still recap these posts in our monthly newsletters, but this ensures you get the latest and greatest news right away!

Quality of Life and Bug Fixes

• HaloPSA tickets now properly show in the Selected Tickets menu in the 1Stream client
• Links to HaloPSA from the 1Stream homepage call list have been corrected to pull up the proper ticket and contact resources
• Links to AutoTask from the SMS menu now properly use the correct link formatting
• Additional catches have been added to the Power Dialer for invalid characters
• The Ticket Routing system has been updated to allow lookup of Kaseya BMS tickets
• We've increased the maximum prompt length for OpenAI Call Transcription from 4,000 characters to 6,000 characters
• Transcription to AutoTask and HaloPSA was inconsistently posting to tickets, those have been corrected
• We've removed Office Hours from the Partners menu due to lack of attendance. Reach out to partners@bvoip.com at any time and we can schedule a meeting to cover any questions.

v20

• Additional Settings menus have been added
• We've added in a menu for Call Scripts IVR which will allow you to upload new call scripts. This allows you to replicate the removed and rarely used DTMF Input option for IVRs.

• We've added back in Regenerate, VLAN Options, and Forwarding Exceptions for extensions

• The OpenAI Secret field for voicemail transcription was corrected to allow the full key length
• A bug was corrected in the Ring Time setting of Ring Groups which had restricted the max ring time to 59 seconds.
• A small selection of systems were receiving a 404 error when trying to login to 1Stream, and that has been corrected.

v18

• The recordings UI has been corrected to show recordings that were incorrectly not showing

FFotW: Advanced Ring Strategies

Forgotten Feature of the Week

Available to users of the 1Stream View licenses and above, a Call Queue provides additional ring strategies over a basic Ring Group available on Lite plans.

Even partners using a queue already may end up in the trap of thinking Ring All is the best option to ensure the call gets answered consistently.

We've found that the Longest Waiting, Least Talk Time, and Fewest Answered ring strategies provide a much better experience in the long run for both your team, and callers. These strategies balance calls according to workload, and only ring one agent at a time, ensuring statements like "If your phone rings, it's your job to answer it" actually hold true.

Check out our article on the various strategies below for more details.

 Ring Strategies in bvoip 

A big thank you to our Partner Connect attendees!

Much of the information included in this post was covered at our Partner Connect event yesterday where some of our partners got together to discuss the latest and greatest in the world of 1Stream.

Thank you to all those who attended, and we look forward to seeing you at our next one in November 2025.

Keep an eye out for more details coming soon here and in our monthly newsletter.

OpenAI Transcription Integration

Available for systems with at least one 1Stream Enterprise license

Our OpenAI Transcription integration is now LIVE! You can now send your calls to the OpenAI platform for call summarization, sentiment analysis, and next steps in addition to the basic transcription.

These transcripts will be added into the internal notes of your tickets that get tagged to calls, providing good information for recap on especially long calls.

We've built out a standard prompt for all partners that will work at a baseline level. However, you have full access to the model choice and the prompt itself, so you can adjust things to better fit your team and costs.

Check out our KB article below

 Call Transcription with OpenAI 

Automatic Inbound User Verification

Available for 1Stream Engage users and above

We've had our PIN Verification Tool for a while now, as well as Security PIN Routing for a static PIN code when users call in.

This expanded feature allows your callers to have the code sent to them via a digital receptionist menu, and then route their call based on whether they succeeded or failed at the verification.

Your agent gets a banner confirmation for all verified users, so they can just start work right away instead of having to manually verify them.

For how to get started with this, see our KB article:

 Inbound PIN User Verification 

Automatic Call Contact Tagging

Available for 1Stream View users and above

You've always had to come back and manually match all of your calls to contacts when you don't have the 1Stream integration open. For users who never have the 1Stream integration open this meant you had a gap in data, especially with our Power BI report.

We've now added a new backend process to 1Stream which will periodically look at the recent calls in your system and attempt to match the contact for any unmatched calls.

This will only work for singular matches, multi-match contacts still need a user to identify who they spoke with, but it should drastically increase reportability on which customer is calling or being called the most.

Quality of Life and Bug Fixes

• The Recording Beep feature now allows you to select which extensions to include in which compliance notices.

• We've added the Non-Billable option to AutoTask time entries.

• We've streamlined the New Instance support form and added additional options for advanced partners, and added an additional form for requesting the install of call flow apps.

• AutoTask voicemail to ticket now properly allows you to use the 0 company ID for catch all.

• A bug was corrected with the Australian 1Stream portal which caused the HaloPSA Voicemail to Ticket options to be hidden from admin users

v20

• Additional Settings menus have been added
• The 1Stream Client extension was not properly loading when you were logged off, that has been corrected.
• Voicemail transcription settings are now saving properly when configuring OpenAI transcription for voicemails
• We fixed some edge cases where you could not change the IVR number on creation.
• Users created in v20 were not set to log out from queues when going into Away or DND statuses, that has now been set as a default for new users going forward.
• The Recordings view has been corrected to properly show who called and who was called.
• An issue was corrected in the Groups routing dropdowns not listing all options properly.

v18

• The recordings UI has been updated to allow playback in the browser instead of downloading, similar to the 1Stream UI.

FFotW: Auto Logout Threshold

Forgotten Feature of the Week

Available to users with 1Stream Engage or above, the Auto Logout options allow you to kick a user out of a queue when they miss a set number of calls in that queue in a 24 hour period.

This allows you to proactively kick users out of a queue if they forget to set their status when they go on break, reducing the amount of time that a caller is stuck on hold ringing to someone who will never answer.

This is especially useful with our Skill-Based Routing call queue strategies, as it allows you to escalate to the next skill group even when a user forgets to logout.

Check out the Knowledge Base article below for more information.

 Auto Logout Threshold in 1Stream 

Core Platform v20 is now LIVE

We've now started deploying new production systems to the latest core platform version 20. We're hard at work updating our documentation to reflect the latest UI changes, so if you see anything that needs updating, please don't hesitate to leave a feedback comment on the article.

We are still ironing out some final pain points in the migration process between v18 and v20, to make this as smooth and painless as possible for you and your team. Existing systems will be upgraded over the course of the coming months, and we will provide additional information to you directly and via these announcements as that upgrade comes up for your system(s).

We'll have more news to share at our upcoming event...

Denver Partner Connect: June 8th, 2025

Join us Sunday, June 8th, at the Hilton Garden Inn, Denver Airport for our first Partner Connect event of 2025!

At this free event we'll cover current roadmap items, future plans, and get feedback from the broader partner base and Partner Advisory Council on what bvoip should focus on in 2025-2026. This is also a great time to network with other bvoip partners, and both get and give tips on resale and phone system configurations.

Conveniently located less than 2 miles from the Pax8 Beyond 2025 conference venue, our event ends shortly before their welcome reception begins. You can much more easily adjust your travel plans to attend both events, rather than attending a bvoip-exclusive event. If you're already planning to attend Beyond, consider arriving a bit early to join us at the bvoip Partner Connect event.

 Click Here to register for free, or for more information! 

Implementation Platform and Checklist

We've built out an entirely new Implementation Portal for new partners, as well as those who just feel they need a quick run through the best practices to see what may have changed.

All new bvoip partners will go through a regular weekly cadence of calls as part of the onboarding, however existing partners can reach out to get a self-serve workspace where you can just run through this on your own time. We're also happy to meet up as needed for any questions you may have.

You can also still find our New Client Checklist in the admin portal under Partners > Resources > New Partner Onboarding which can help with onboarding new end customer especially.

Quality of Life and Bug Fixes

• A new User Management permission has been added to 1stream which allows access to the CRM User Mappings table, enabled for Admins by default.

• A subnet of IP addresses was not listed for approval on sending emails, causing two recently created systems to fail to send email, and that has been corrected.

• A bug was corrected in the Power BI Premium python templates, which would cause the scheduler to fail out if no calls were found within an hour or two of midnight.
• Many bugs in the v20 dashboard were squashed

Updated Office Hours

We've updated our Weekly Office Hours schedule for the upcoming months, and we've updated the Tuesday morning time to 9AM EST instead of the previous 10AM slot.

This change should allow for more companies in Europe to make the office hours timing work for them, while opening up an additional couple of slots in our calendar for additional morning meetings in the European time zones.

If you haven't ever stopped in, we sit in a Zoom meeting answering 1-on-1 questions and going over configuration and best practices, so we recommend popping in if you've got anything you want to discuss.

 Weekly Office Hours 

Speaker Recognition in Azure Transcription

We've added speaker diarization to Azure Transcription, allowing it to attempt to recognize and split apart the speakers in the call to better follow the conversation thread while reading the transcription.

It isn't perfect, especially as speakers talk over each other, and it only calls people "Guest-1/Guest-2/etc", but it will provide additional clarity to your team.

You'll find this option inside the Azure CRM settings; it's disabled by default to avoid breaking existing workflows.

We are working on our OpenAI integration which in testing provides caller name identification as well as more robust speaker split AND summarization and next steps, and we'll have more news to share on that soon.

Integrated SMS Blacklist

The Integrated SMS component of 1stream has been updated to include a blacklist function, which can be managed within the 1stream admin panel.

This also works with STOP and START keywords for customers to add and remove themselves automatically, reducing the need for you to manually maintain an unsubscribed list.

You can find more details on how to access this in our knowledgebase.

Quality of Life and Bug Fixes

• The HubSpot interface was updated breaking click to dial, but the 1stream Click to Dial extension has been updated to account for that change

• We corrected a bug in the Voicemail to Ticket routine which could in very rare circumstances cause the loop to get stuck until it was automatically reset overnight, delaying received voicemails. Additional monitoring has been added to detect any issues like this in the future.

• The backend 1stream service on each phone system has been updated, and this eliminates the rare issue where mobile app push notifications would randomly fail until a system reboot.
• A bug was corrected when on creating new trunks, it would error out and fail to save.
• Some systems had reported that the phone system level reports were not downloadable, and that bug has been corrected.

FFotW: PIN Protect

Forgotten Feature of the Week

A very little-known feature, the PIN Protect option allows you to set an extension to require a PIN to be entered into a special IVR before they can make any outbound calls.

This is perfect for public emergency devices, as numbers defined as Emergency Numbers bypass the PIN Protect function and go out normally. This can also be used for public intercom devices like you'd find in a department store, preventing misuse or abuse of the intercom.

Check out our article below for more details on how to use this

 Enable and Use PIN Protect 

Preparing for the Next Core Platform Release: Part 2

Towards the end of last year, we explained that we were preparing for our next platform wide major release and intended to deliver that between Dec 2024 - March 2025. You can read that update here.

We are prepared to start deploying net new accounts on the newer platform version before the end of this month, April 2025.

For existing accounts, we are still working on and streamlining our migration plan. Our new timeline to migrate existing accounts would be between now and September 2025.

If you have any questions, feel free to contact us at partners@bvoip.com or reach out to your account manager.

Denver Partner Connect, June 2025

As mentioned in the previous announcement, we've solidified the date for our first Partner Connect event of 2025, and it's going to be on Sunday, June 8th, at the Hilton Garden Inn, Denver Airport.

At this free event we'll cover current roadmap items, future plans, and get feedback from the broader partner base and Partner Advisory Council on what bvoip should focus on in 2025-2026. This is also a great time to network with other bvoip partners, and both get and give tips on resale and phone system configurations.

Conveniently located less than 2 miles from the Pax8 Beyond 2025 conference venue, our event ends shortly before their welcome reception begins. You can much more easily adjust your travel plans to attend both events, rather than attending a bvoip-exclusive event. If you're already planning to attend Beyond, consider arriving a bit early to join us at the bvoip Partner Connect event.

 Click Here for more information, or to register for free! 

Quality of Life and Bug Fixes

• We've removed the Send 1stream Email button from the 1stream admin portal, as that was a legacy function from when 1stream did not require the SSO account.
• When initially enabling the Queue Statistics Reset option in call queues, it was incorrectly setting the time to the current time instead of the default 00:00. This has been fixed, but you may need to update any recently modified queues to have a correct reset time.
• An issue was found in the OneDrive integration which caused files to stop updating between 4/7 and 4/17, that was corrected and that date range should be included in the current files.
• Fixed an issue with the Holidays menu where it would throw an unexpected error when changing the date for the holiday.
• All systems are now using AWS SES to send emails by default, and we've sunset our legacy mail provider. For the best reception, we will always recommend configuring your own SMTP server or integrating with Microsoft 365.

FFotW: High Availability and Alternative Routing

Forgotten Feature of the Week

For customers who need the highest levels of uptime, we offer full High Availability in which we setup a spare server which takes over in the event of an outage on the primary server, with downtime as low as 90 seconds before you can start making calls again in the softphone.

You can find more information on this in our High Availability Feature article of our knowledgebase, and current partners can find the SLA details under Partners > Resources > High Availability Accounts in the MTP admin panel.

For customers who don't want to pay for a second spare server, you can at least add alternative/backup routes. Click here for instructions for SIPTrunk.com.

We've solidified the date for our first Partner Connect event of 2025, and it's going to be on Sunday, June 8th, at the Hilton Garden Inn, Denver Airport.

At this free event we'll cover current roadmap items, future plans, and get feedback from the broader partner base and Partner Advisory Council on what bvoip should focus on in 2025-2026. This is also a great time to network with other bvoip partners and both get and give tips on resale and phone system configurations.

Conveniently located less than 2 miles from the Pax8 Beyond 2025 conference venue, our event ends shortly before their welcome reception begins. You can much more easily adjust your travel plans to attend both events, rather than attending a bvoip-exclusive event. If you're already planning to attend Beyond, consider arriving a bit early to join us at the bvoip Partner Connect event.

 Click Here for more information, or to register for free! 

PBX Radar Visibility Changes

Mostly useful for our resale partners with multiple systems under their purview, but good for any company who's looking into potential issues, the PBX Radar provides a single pane of glass view into the health of all systems.

We've reduced the refresh times, and increased verbosity of monitoring to help you see at a glance whether something is wrong (shown in red) or on the verge of becoming a problem (shown in yellow).

You can click into the name of any system in this list to get a bit of a deeper view into the specifics, as well as when individual data points where last updated.

Call Segment Termination Reason

Available to users with 1stream Enterprise or higher

The Call Segments feature allows for you to easily and visually track the path of a call as it flowed through the system, however it's not been entirely clear as to what is happening at the end of the log.

We've now added a termination reason, which will show if and when the Caller hangs up the call versus the Agent/System.

Quality of Life and Bug Fixes

• We've added the Contact Notes tab to the HaloPSA CRM integration, so you can now easily view the created contact notes directly within 1stream. These also appear in the "Notes" tab of the contact inside HaloPSA.
• Some additional less obvious time issues were corrected. Namely that when you opened a ticket window, closed, and reopened it, it would subtract one hour from the start time each time you did so.
• New systems will automatically run the Health Check for the MPP integration so you can immediately start adding new devices and testing, instead of having to wait for propagation. We are also working to add additional predefined defaults like Country Codes assigned to each datacenter/region, to speed along the setup process.

FFoTW: SFTP Synchronizer

Forgotten Feature of the Week

The SFTP Synchronizer can be found under the Tools menu of any phone system, and it allows you to copy or move your recordings and voicemails off the server to a secondary storage for backup or long-term retention.

A common use case is to setup a simple virtual machine or container running an SFTP service, which then has a mounted cloud storage endpoint with long term retention and low write cost, such as Amazon Glacier or Wasabi storage. If you're using Azure, you can use their blob storage which comes with a built-in SFTP endpoint.

If you need long retention but also high read/access rates, where cold storage isn't as cost effective, we recommend leveraging cheap refurbished storage in a RAID array at a physical location, with a secondary backup copy stored offsite

Mobile BLF Keys

With the latest release of the iOS and Android mobile apps for 3CX, there is now full support for BLF key usage before and during a call.

This will allow you to perform the same quick actions you know and love from your desk phone or web client while on the go, and this also streamlines the process for transferring a call to your mobile device from your desk. Simply setup a Shared Parking slot, park the call on the web client, and unpark on your mobile device, and off you go!

You can access the new BLF menu via the Team menu, and then either at the top left (iOS) or top right (Android) you'll see an All dropdown. Change that to BLF and you'll see all the hotkeys.

Don't forget about the New Client Checklist!!

We've worked with a number of partners over the past few months who have never seen our New Client Checklist at all, and we believe following it is crucial to ensure that you setup a new phone system properly and with all the necessary features configured for you or your end customer.

If you haven't done a best practice check in a while, it's also worth taking a look through your system(s) and ensuring you've at least got the 0. Critical tab covered across the board.

You can find a copy of this document under Partners > Resources > New Partner Onboarding

For entirely new partners, we are working on a new partner onboarding portal which will provide a more guided walkthrough of this spreadsheet. If you're interested in seeing this yourself, or you feel you just need a guided re-onboard, reach out to partners@bvoip.com and we can add you to the beta group.

Quality of Life and Bug Fixes

• We've added error handling to the PBX Radar menu to cover when that monitoring system is under maintenance.
• Added additional error handling and logging to many components, which should reduce the troubleshooting time as error screenshots should be more valuable.

• For a brief period, the Settings > Voicemail menu was not opening properly, instead only accessible via Storage > Voicemail > Quota. That has been corrected.

• Our team has corrected some components of the ticket matching routines, so that should perform a bit more consistently now.

• Numerous Time related issues were resolved, these occurred as a software update to the time code occurred at the same time Daylight Savings Time changed without taking that into account, causing many systems to show incorrect call times in their reports.
• A bug was corrected where the Catchall Company field would not return results in certain situations using ConnectWise as your CRM.

FFotW: Ring Out No Answer Auto-Logout

Forgotten Feature of the Week

For customers who have the 1stream Engage licensing or higher, you can leverage the RONA Auto Logout system to kick users out of the queue if they fail to answer a certain number of polling calls in a single day.

This ensures that your team members aren't bleeding queue hold time when they accidentally forget to change their status over lunch, and ensures customers can escalate through Skill Based Routing without getting stuck on a user who went to the bathroom but forgot to change their status.

Find more detail on this feature and how to configure it at the link below!

 Auto Logout Threshold in 1stream 

Billing Portal for Direct Partners

For direct partners only, distribution channel partners still use their distributors portal.

In order to streamline the process for retrieving your invoices and updating payment methods, we've setup a new billing portal where you can setup an account and view all these details in one place.

The primary billing contact on the account can visit Partners > Direct Billing Portal to register using their email address, and then view any previous invoices, view current subscriptions, and update payment methods.

Simple Time Entry for ConnectWise

Requires 1stream Core or higher

Users of ConnectWise will find a new option in their administration menu, Use Simple Time Entry. When this is enabled, the time entry for ConnectWise will switch to a simple rounded dropdown including 0.25/0.5/0.75/1 as options.

This allows your team to rapidly submit time entries when your company is dealing with rounded time entries, instead of having to math out the 15 minutes in their head.

Mass 1stream Sync

A longstanding feature request, we've now added the ability for you to mass-sync 1stream users so you no longer have to click each extension one by one to sync them over or correct any licensing discrepancies.

Simply go to Bulk Management > Mass 1stream Health Check and it will run through and ensure all your users are properly configured.

Quality of Life and Bug Fixes

• The Notes field for HaloPSA tickets has been adjusted to create new actions, instead of simply editing the initial note. This was a legacy limitation that HaloPSA has since removed.
• All icons/links on the Control portal left navbar have been updated to improve clarity and reduce whitespace. This should make it easier to find what you're looking for within a menu with the increase in items.

• We've disabled the contact information fields in the PIN Verification window so they can no longer be edited. This is to reduce the risk of someone getting socially engineered to change the contact information you're verifying against.
• Additional phone number fields are being cached for HaloPSA to ensure we're tracking all possible numbers that may be in use.
• Our team has corrected a bug with the Manage Wallboard Message menu which prevented admin users from opening it properly.
• We've corrected the CRMCompanyID field in the GetCallLogs API endpoint to return the correct company ID value instead of the contacts.

• An issue with Keap (fka InfusionSoft) was corrected where transcription and recording were not properly attaching to contacts.
• A bug was corrected with the Wallboard Messaging where it would not properly show on the wallboard when configured.

• We corrected an issue with HaloPSA Contact Notes where they were not saving properly

• One customer reported an issue with Contact Priority Routing where it was incorrectly looking at the territory for a contact when that was not configured, and the root cause of that bug has been corrected.
• The MakeCall click to dial calls were not properly recording in the 1stream frontend UI, and that has been corrected. Historical calls will still not show, but calls going forward should.
• The built-in login page would throw a 504 error when a system service partially failed, but not enough to trigger monitoring and corrections. The root cause of the failure has been corrected.
• Additional monitoring has been added, and is continuing to be added, to increase visibility and reduce lead time on fixing partial crashes/lock ups such as the one above.

FFotW: New Client Checklist

Forgotten Feature of the Week

A lot of long term partners that we've spoken to in the last few months have been shocked to learn that we have such a robust checklist built out for onboarding new phone systems. This was released mid-last year and is used by our Implementation Team for all new partner onboards.

Each question has an associated setup document as well from our Knowledge Base, so you can quickly run through this line by line to configure a system.

You can also strip out all the bvoip specific information and send this off to your end customer, and once they fill it out you can onboard them into bvoip without 5+ meetings to figure things out.

Existing bvoip partners can find this document inside their admin panels at the path below.

Partners > Resources > New Partner Onboarding > New Client Checklist

1stream Speed Improvements

We've made some fairly large changes to how the frontend 1stream Client communicates with the backend server, and we've seen a noticeable increase in speeds since doing so.

We've marked a near 50% decrease in the number of backend calls being made, with no impact to the functionality of the frontend, and this has translated to much faster response times on each call.

Customers who utilize the Custom Statuses feature should see a marked improvement in the response time between the time they switch their status and the time it reflects in the phone system, and managers using the Supervisor Dashboard will notice that the user status updates faster there as well.

TranscriptionReady Webhook

Requires 1stream Enterprise or higher to enable Call Transcription

A new webhook has been added, TranscriptionReady, which will only trigger once the call transcription has been processed, removing the need for regular polling to determine when the transcription is complete.

This does require the Call Transcription Integration to be enabled with one of the supported providers, Google, Microsoft, or Amazon.

Check out our updated documentation below which covers how to configure these webhooks as well as example body responses so you know what to expect on the other end.

 1stream Webhooks 

Automatic Paging on "Max Queue Count"

Requires 1stream Core or higher

Our Client Alerts feature allows you to alert your team whenever certain thresholds are triggered, such as the maximum number of callers in queue.

We've now added additional options specifically to the "Max Queue Count" alert, which allows you to send an audio notification to an extension with the current call count.

This enables you to, for example, call a paging system in a call center to announce "There are 3 or more calls holding" to your entire staff, and it will automatically replay every X seconds until the issue is resolved.

See our document below for more information on how to configure this capability for your team.

 Client Alerts in 1stream 

Quality of Life and Bug Fixes

• We've added additional logic to the SFTP Synchronizer so that if a user@address is entered as the host name, we will use that for login instead of the SFTP Username field. Previously this would just cause the system to fail to offload files.
• Running 1stream Reports using the DD/MM/YYYY format was previously causing a nvarchar error, that has been corrected and either date format should work properly now.
• We've corrected a bug in the CallEnd webhook where it was not properly firing.

• A bug blocking the deletion of recordings within the Storage > Recordings menu has been resolved, and you should now be able to delete recordings normally again.
• Systems using High Availability have been updated with increased redundancy monitoring and reduced response time in the event of an outage.
• We corrected a brief monitoring issue which caused High Availability customers using 1stream to have incorrect data display on the Supervisor Dashboard.

FFotW: CrewHu Integration

Forgotten Feature of the Week

Available to anyone with a 1stream Core license or higher, our CrewHu Integration allows for you to ingest your calling data into the CrewHu system, where you can then make contests based on call activity to award points.

This enables you to incentivize your team on higher call acceptance/answer rates, using gift cards or other rewards, to hopefully reduce hold time for the customers.

See our article below for more information on how to configure this capability.

 CrewHu Integration 

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