If you are already on our Engage license level, then you already have access to use the outbound PIN verification option in 1stream.

We've now added the ability to mark a code as "Complete" or "Incomplete", at which point a note will be saved into your PSA/CRM platform stating such. This will allow you to better look back at tickets and ensure a verification was actually completed, without having to turn on transcription or review recordings.

You also now have the ability to require your users to tag or create a ticket prior to sending the PIN code for verification. This ensures that the data is properly ingested into the ticketing platform every time. You'll find this in the 1stream admin portal under Manage Organization > Experience Settings > Require Ticket for PIN Verification.

More details on this feature can be found in the documentation in our knowledgebase.

Amsterdam is now live!

Our Amsterdam datacenter is now officially live! We've offered it in a limited capacity, however it is now open to all partners. This is now available for selection on all partner forms.

Users in the Netherlands or nearby regions can request to have phone systems moved if desired to this new datacenter, however we will need a longer outage window due to the cross-datacenter migration. Please provide a few acceptable 6-8 hour outage windows alongside your request.

SSO Improvements

We've heard from our partners that the partner-level SSO experience is cumbersome, and previous global outages of the login page have resulted in some users being unable to take calls.

As a result of this, we're working to provide a new login experience that will allow for simpler SSO configuration, a single login link, and it's all located directly on each phone system, so no more global login outages.

We'll have more to share on this soon, keep your eyes peeled on the announcements page for a beta test in the coming weeks.

FFotW: Transcription & Analytics

Forgotten Feature of the Week

This isn't really an old feature by any means, having been released only 2 months ago, however it was before most people were reading these posts.

For companies with at least one 1stream Enterprise user, you can now transcribe your full calls and even get sentiment analysis if you've got the company size for the infrastructure costs. You just need to bring a Azure, AWS, or GCP speech service account.

See our previous post Call Transcription and Analytics is now Available! for more details on how to use these capabilities.