Added a queue feature that will replace hold music with ringing (only in the queue), so that callers don't know they are in a queue.

This optional feature can be enabled by clicking the Play Back a Ringing Tone Instead of Hold Music toggle in the Details section of the Edit Call Queue page.

Bug Fixes

Desktop Version: 23.33.1

• PBX and Desktop will now display more than 25 Call Queues. 
• AutoTask tickets will now display from newest to oldest.

We are introducing the Agent Teleport feature to ControlOne. This new tool gives MSP Partners and their customers a way to securely access multiple networks directly from the ControlOne Agent, without using a VPN. See Cytracom ControlOne: The Teleport feature for more information.

Desktop Version: 23.32.1

We have removed the email sync functionality with O365 as it did not work as anticipated, and only synced emails from an O365 account one time upon the initial setup. Any emails that were previously synced will remain in your Contacts list. However, if you disable and re-sync your O365 account, those emails will no longer appear in your Contacts list - only emails for Contacts you have added to your O365 address book will display.

We have also added a new feature, Automatic Queue Timeout! Automatic Queue Timeout can be enabled in PBX in the Details section of the Edit Call Queue page. By enabling this feature, we will determine if the call queue does not have any active agents - for example, agents who are not logged in or agents that are already on another call. If there are no available agents in a queue, then the call would route to the next destination set. The next destination can be set by selecting a route from the After Timeout dropdown menu.

• Added an improved Help and Support page, Zendesk integration, and release notes to the ControlOne portal
• Internal bug fixes and improvements

• Internal bug fixes and improvements

As of 8/1/23, we have disabled the International Dialing capability for customers who have not used this feature in the past 6 months. If you need International Dialing, you can still enable the feature in PBX in the General Settings section of the Global Settings page. We encourage you to also set a PIN for additional security.

This change adds an extra layer of protection against the potential for international toll fraud. In rare cases, a device’s SIP credentials may become compromised, allowing unauthorized international calls to be made. 

Desktop Version: 23.30.1

With this release, we added the ability to add or remove numbers to or from an SMS (10DLC) campaign. Campaigns for specific numbers can be managed in PBX on the Edit Phone Number page under the Business Messaging section. This is helpful if your company has multiple active campaigns, and only want certain numbers to be assigned to certain campaigns. When a phone number is created, it will automatically assign a campaign which can be changed but cannot be removed.

You also have the ability to assign a phone number to an individual but disable SMS for the number in the event the individual only needs voice services. Disabling SMS for a number will also remove the number from the campaign. If SMS is re-enabled on a number, it will be re-assigned the same campaign that it was before SMS was disabled. 

Please note that if SMS is disabled for a number, the user assigned to the number can still message internally within your company. Also, if SMS is disabled it cannot be assigned as a Shared Inbox. Shared Inboxes can only be assigned to a number if a phone number has SMS enabled.

Version: Desktop 23.26.1

What's New

The Holidays page in PBX as you knew it has been improved! Now, there are two tabs on the Holidays page; Global Holidays, which are full day holidays in which your business is closed, and Holiday Groups, which are holidays in which your business is open for partial days but less than your regular business hours. This allows an additional level of control over your holiday routes. 

To create a Holiday Group, navigate to PBX > Holidays and select the Holiday Groups tab. Enter a name for the Holiday Group, Date of the holiday, start time and end times this holiday should take affect, and the time zone. It is important to note that the phone numbers the Holiday Group is applied to will not ring during the times set within the Holiday Group. For example, if your business will only be open from 10am to 2pm, you will need to set two times within the Holiday Group for that date (12:01 am - 10:00am and 2:00pm to 11:59pm) to allow the phones to ring from 10am to 2pm but direct all calls outside of those hours to your desired Holiday route.

Once you have created a Holiday Group, you can opt certain phone numbers into different groups of holidays, while letting other phone numbers route as they would normally. This is done by editing a phone number (DID) in PBX > Phone Numbers > Number Routing section.

Bug Fixes

• Miscellaneous bug fixes, including updates to the SMS registration banner on Cytracom Desktop.
• Fixed an issue in the Partner Portal where the Partner Account Manager (PAM) contact numbers were not displaying.

What's New

With this release, we have added the ability to dial numbers with periods on Cytracom Desktop. You can still continue to dial numbers with dashes as well.

In addition, we have also added autocomplete to the dialer in Cytracom Desktop. After typing a contact name, you can now click the contact or press the tab key to fill in the contact's phone number.

Bug Fixes

• Fixed an issue where the desktop app would still play the ring tone after answering a call from a queue.
• Fixed an issue where stars in phone numbers would be hidden from the "current call" display.

What's New

The previous configuration sync failure pop-up message has been replaced with a warning banner at the bottom of the screen.

Bug Fixes

• Fixed an issue where Azure AD directories were not syncing. ControlOne partners who have already connected Azure AD directories will need to re-consent for Azure sync capabilities to continue functioning.
• Fixed an issue that caused the agent download buttons to be hidden on some systems.
• Fixed an issue where the logout button did not always correctly log the user out.
• Fixed an issue where zone assignments inherited from Azure AD groups would take longer than expected to apply.