Australian Portal, New Email Provider, KB Changes
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.
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!