What's New

Report Timeout & Enhanced Reporting Features

We've completely transformed our reporting system to deliver a smoother, more efficient experience! Reports now load faster than ever! Plus, our new asynchronous processing works behind the scenes, allowing you to continue with your day while we prepare your data. When your reports are ready, we'll deliver them straight to your inbox!

Key Improvements

• Asynchronous Report Processing - Reports now run in the background, eliminating timeouts even for large data sets
• Email Delivery - Get notified when your reports are complete and ready to download
• CSV Export - Call Volume Report now includes a download button for easy CSV export.

Bug Fixes & Improvements

We've squashed bugs, enhanced features, and improved your overall experience! Check out these important fixes:

• 🕰️ Time Travel No More - Fixed validation for timeframe hours to prevent users from accidentally setting end times before start times
• 🎭 Decluttering Rights - Eliminated duplicate entries in user rights management and standardized column ordering
• 👥 No More Hide and Seek - Fixed user list disappearance when enabling the "show disabled users" option
• 🔎 Filters That Actually Stick - Device search filters now persist when navigating between pages

What's new

• Added a search bar under Extensions and Phone Numbers that lets users search within their PBX for the following criteria:
  
  • Extension number
  • Extension name
  • Outgoing caller ID and name
  • Assigned user
  • First name, last name
  • Email address

Bug fixes

• Various improvements and bug fixes

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.

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.

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.