Call Transfer Report

Users of 1stream Core and above will now find the Call Transfer Report inside their reports list. This report specifically looks at calls that entered in via a queue, were answered, and then transferred elsewhere, which should help identify areas where you may need to streamline the call flow.

Features like our Ticket Based Routing or Contact Priority Routing can be enabled to reduce the number of transfers necessary for inbound calls.

Default "Search/Stay" Prompt

You can now set the Search/Stay pop up to default to always "Search", saving you a click on each call. This is set per user inside the Edit User menu, so users can differ depending on their needs.

Simply set this to Always instead of Prompt and after a refresh on the client the user will no longer be prompted.

Quality of Life Improvements

Help Links in 1stream

We've added help links to the various popup menus of 1stream, which link back to our new knowledgebase. You'll find these at the ? in the top right corner of some screens.

Improved ConnectWise Contact Cache

Previously, we were only caching the "default" phone types of Direct, Mobile, and Company. Going forward, we are now caching all contact types including custom made ones, so we can properly identify a contact based off any of their available numbers.

"MFA Code Invalid" Fix

We've resolved an issue where the MFA code was incorrectly marked as invalid in some rare cases, causing you to have to use the next code that appeared. This should be resolved at this point, so let us know if you see any other issues.

PSA-Integrated SMS

We're wrapping up initial development of the new SMS capabilities, allowing your conversations to be ingested into a PSA/CRM ticket, and we're looking for some beta testers who would be interested in trying this.

If your company already has an SMS-enabled number through SIPTrunk.com, Twilio, or Telnyx, and you'd like to participate in providing feedback on this feature, please send an email to partners@bvoip.com with your company name, what PSA you use, and what provider you have an SMS enabled number through, and we'll add you to the list for consideration.

FFotW: Call Segments

Forgotten Feature of the Week

For admin users on our 1stream Enterprise license or higher, you can access the Call Segments feature to see the full cradle to grave path of the call. This enables you to easily troubleshoot why a call went unanswered, or why someone had to spend 15 minutes in a queue.

Check out our KB Article on Call Segments for more details about this capability.