Custom Status Report, New Academy Courses, QoL Improvements
Agent Custom Status Report
Advanced reporting requires a 1stream Core license
You can now view a user's custom status changes, and their total time spent available and talking during the selected period, using the Agent Custom Status Report. As with all reports this supports scheduling and date ranges, and also supports filtering by extension or call queue.
We've completely rewritten our 1stream Available Reports article with all the newly released reports, and explanations on common columns.
New Academy Courses
There are now a handful of new Best Practices courses live in our academy. These range from phone system management to reporting and specific features in 1Stream! All best practices courses are new since the new academy went live a little over a month ago.
We also have a new "How to Onboard Your Clients with bvoip" course, which covers the process from quoting to configuring the phone system, all the way to porting their numbers over at the end.
Check out these courses and more in the bvoip Academy platform.
Quality of Life Improvements
- For partners in the EU and certain other regions of the world, numbers including the country code can reach 12 digits. We've now updated the Phone Search # Digits in 1stream to allow searching for up to 12 digits if necessary.
- We've restored access to the MFA reset menu under the System > Users > Security tab, so you can now reset the MFA codes for users who have lost their device without contacting support.
- We corrected a bug in the Holidays menu where saving the Every Year option was inconsistent.
- We are well underway with a migration to improved infrastructure which will allow for much faster system deployments, and maintenance windows will be posted as we move server to server. Each phone system will be down for 10-15 minutes during announced maintenance windows, during off-peak hours in the region, as it is migrated to a new host server.
Phone System Console Fix
As we announced previously in the Lite Feature Visibility post, there was a bug showing certain features on plans that weren't supposed to have them. We've corrected an issue where the Unlock Phone System Console button showed on systems where it shouldn't, namely Per User licensed systems, which are restricted from the backend for licensing purposes.
If for some reason you need permanent access to this backend menu, you'll need to migrate to a Channel-based licensing model. Otherwise, our support team can assist in making any backend changes.
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 Flowroute, SIPTrunk.com, Twilio, Telnyx, or ThinQ, 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: Ticket Form Snapshots
Forgotten Feature of the Week
Users on our 1stream Core plan and higher can utilize the Ticket Form Snapshots functionality to create templates for common PSA/CRM ticket requests, saving time and effort for your team.
Assuming it takes 15 seconds to fill out all the fields for a new ticket, that's over an hour each year per ticket you get each day on average. 150 tickets per day? 175 hours per year.
Ticket Form Snapshots can take that from 15 seconds down to just 3-5, as you only need to find the right one and then start filling out notes (even better with a note template). That's a potential time savings of 66% or more.
More details on how to configure these can be found in our Knowledge Base Article.