Moving seats is now faster and easier with a guided transfer flow, and the iOS Messages experience is more modern for Early Access partners. Reliability improvements across Android, Desktop, and the Chrome extension also address issues that affected calling, file sharing, and preference persistence.

What's New

• Transfer user seats with a guided wizard that walks partners through moving associated resources, including extensions, mailboxes, direct inward dialing (DID) numbers, and devices. The flow includes resource previews and validation before confirmation so transfers complete cleanly.
• The "Use desk phone to make calls" setting now persists across logout and login sessions in Desktop 26.15.1.
• Click-to-Dial in the Chrome extension now works reliably even when network requests to background services are blocked by content filters or network policies. This fix is included in Chrome Extension 26.15.1.
• Google Drive files now share correctly in Android messages with proper handling and a visible progress indicator, resolved in Android 26.4.1.
• A gray screen that could appear after calls ended is resolved in Android 26.4.1.
• A loading state that could persist because of a race condition is resolved in Android 26.4.1.
• The refreshed iOS Messages experience is available to Early Access partners with a cleaner thread list, updated detail view, and improved input bar for text, images, GIFs, audio, files, and links.

Why You'll Love It

The seat transfer wizard removes guesswork by showing exactly what will move before changes are confirmed, making account transitions easier to manage with confidence. The refreshed iOS Messages experience brings a cleaner, more consistent mobile messaging workflow, while Android, Desktop, and Chrome extension improvements resolve issues that could interrupt calling, file sharing, and saved preferences.

How to Access It

The seat transfer wizard, Desktop setting persistence fix, Chrome extension Click-to-Dial fix, and Android reliability improvements are live now and automatically applied where supported.

The refreshed iOS Messages experience is available in Early Access through the UCaaS platform. Use these instructions to get started: Managing Early Access Features

Desktop calling and messaging workflows are more reliable with fixes that restore key controls, preserve user preferences, and clean up common display issues. A guided PSA platform integration setup is now live for Early Access partners, making configuration easier to complete and update directly from the Desktop app.

What's New

• The dial pad now returns correctly after calls end in Desktop 26.13.1. A timing issue had left the dial pad hidden after certain call flows, forcing agents to reload the app before placing another call.
• Fixed a bug that prevented agents from declining queued calls in Desktop 26.13.1, causing calls to keep ringing indefinitely.
• Ringtone selections now persist across sessions instead of resetting after logout, so users do not need to reselect their ringtone each time they log back in.
• The "From" dropdown now clearly identifies internal-only sender IDs, helping prevent delivery failures when messaging external contacts.
• Long contact names no longer overflow their container bounds in Business Messaging and Contacts views, restoring a cleaner and more readable layout.
• Corrected a sorting problem in the "My Teams" tab, so teams now appear in the expected order.
• Corrected an SFTP call recording offload setup problem that caused the connection test to fail even when credentials were valid, preventing setup from completing.
• Voicemail transcriptions on iOS now align with the correct recordings in iOS 26.3.3.
• Guided PSA platform integration setup is now live for Early Access partners. Partners can configure the integration from the Desktop app with a step-by-step setup pane, inline validation, and a confirmation state after saving.
• The "Update Configuration" option in Settings now lets partners revise an existing PSA integration setup without starting over.
• Fixed a bug in Android 26.4.1 that caused a gray screen to appear after calls end. File sharing for cloud-native Google Drive files also now includes proper handling and a progress indicator.

How to Access It

Desktop 26.13.1 is live now and users will receive it automatically with no action required. The iOS voicemail transcription fix is included in iOS 26.3.3, rolling out April 3, 2026. Android fixes are included in Android 26.4.1, also rolling out April 3, 2026. Guided PSA platform integration setup is available to Early Access partners in the Desktop app.

Early access features are available right in the product to opt-in. Use these instructions to get started: Managing Early Access Features

Autotask v2 gives partners a more streamlined way to manage inbound calls with caller context, ticket visibility, and guided setup built directly into Desktop. Reliability improvements across Desktop remove several everyday friction points, and the redesigned Android Messages experience brings a cleaner, more consistent interface for mobile messaging.

What's New

• Autotask v2 is live in the Desktop Marketplace for Early Access partners. The rebuilt integration delivers faster load times, dedicated navigation for Accounts, Contacts, and Tickets, and impersonation-only access control. Incoming call pop-ups automatically surface caller details and active tickets in Desktop, and a built-in help center provides interactive walkthroughs directly in the integration panel so partners can get started and learn features in context without leaving Desktop.
• The Desktop "from" dropdown now clearly identifies lines that support internal messaging only, helping prevent failed sends to external contacts.
• The Android Messages screen has been redesigned for Early Access partners with a cleaner thread list, a modernized chat view, and improved media handling for text, images, GIFs, audio, and files.
• DTMF tones now transmit reliably on D2 devices during calls that use specific codecs, so keypad presses are received correctly during two-factor authentication, door intercom, and elevator phone interactions.
• Custom ringtone selections now persist across logout and login sessions instead of resetting to the operating system default.
• The dial pad now reappears reliably after calls end, resolving a race condition that could leave the dialer hidden after certain call flows.
• Queue calls can now be declined properly in Desktop, so calls do not continue ringing indefinitely when agents need to manage availability.
• The My Teams tab now displays members in the correct sort order for a more consistent view.
• Long contact names now stay within their display area in messaging and contacts views, keeping the interface clean and readable.
• Newly added Shared Inbox users can now see the full conversation history instead of only messages sent after they were added.

Why You'll Love It

Autotask v2 makes it easier to respond to inbound calls with the right context rather than switching between applications to find caller details and open tickets. Desktop fixes also remove several small but persistent issues that could interrupt daily work, while the refreshed Android Messages experience brings a cleaner, more polished mobile workflow.

How to Access It

Autotask v2 and the redesigned Android Messages experience are available to Early Access partners. Both Autotask v1 and v2 run side by side with separate settings and data, so existing workflows are not disrupted. Install Autotask v2 from the Desktop Marketplace, and use the in-product Early Access controls to enable eligible features through the Managing Early Access Features instructions.

Early access features are available right in the product to opt-in. Use these instructions to get started: Managing Early Access Features

Desktop reliability improvements, DTMF fixes, and Shared Inbox updates are live now and apply automatically.

UCaaS now delivers a faster Desktop experience, more reliable fax user provisioning, and consistent call routing behavior in the Partner Portal. These updates reduce the need to engage with technical support and enhance day-to-day platform performance.

What's New

• The Desktop application has been migrated to a modern framework, improving speed and stability while enabling future improvements.
• Fax user provisioning now handles errors gracefully. Previously, a partial failure during user creation could leave a fax account stranded with no way to retry. The fix ensures proper cleanup so partners can re-submit without hitting a dead end.
• Call routing changes in the PBX now persist correctly. Switching between simultaneous and sequential ring strategies no longer reverts to the default. Routing preferences save as expected across all strategy and timing combinations.

How to Access It

These updates are live now and are automatically applied. No action is required.

This release focuses on improving reliability across UCaaS mobile and desktop experiences and delivering clearer, faster access to Insights reporting data. 

What’s New

• Mobile app reliability improvements across iOS and Android.
• Call Detail Reports now include the Answered Resource field in CSV exports, which clearly identifies who answered each call, alleviating the need to review individual call records. 
• Insights search performance has been optimized, resulting in faster phone number lookups and eliminating timeouts.
• Resolved a bug where parked call retrieval on UCaaS Desktop did not work as expected. 
• Resolved an iOS issue where calls failed after uninstalling and reinstalling the mobile app.
• Resolved authentication issues that caused contact synchronization errors for some users.

How to Access It

Most improvements are live now with no action required.

• Mobile users should update to the latest app versions: iOS version 26.1.1 or later and Android version 26.1.2 or later.
• Desktop users should update to version 26.4.1. 

Insights reporting is easier to export and faster to search, especially for phone number lookups, with an updated CSV that includes more complete call details. Bug fixes also improve mobile stability across iOS and Android and address Desktop park call behavior so retrieval works as expected.

What’s New

• Call Detail Report CSV exports now include an Answered Resource column, reducing manual click-through when exporting complete call data.
• Insights general search performs better for phone number lookups, reducing timeouts and improving search speed.
• iOS calling no longer breaks after an uninstall and reinstall in common scenarios, improving calling reliability for reinstall workflows.
• Android stability improvements reduce crashes across key app areas, including contacts, connection handling, and screen lifecycle behavior.
• Mobile contact sync authentication is more reliable, improving consistency during sync and refresh events.
• Desktop now supports park call retrieval as expected, fixing an issue that prevented the retrieve action from appearing in common scenarios.

How to Access It

• Insights export and search improvements are available now in Insights.
• Mobile stability improvements and bug fixes are available now in UCaaS.
• Park call retrieval is available in the latest Desktop experience.

This release delivers new Desktop and PBX capabilities that reduce admin overhead and speed up everyday workflows, including smarter contact exports and role-based access to the Call Center experience. Media Hub, AI Call Intelligence in Desktop, and automated AI processing for recorded calls are now available for Early Access, making it easier to manage PBX audio in one place and review AI-generated transcripts, summaries, and classifications directly in Desktop. Reliability updates across Desktop, queue reporting, and Android also improve consistency in calling and analytics.

What’s New

• Contact exports in Desktop now allow users to choose which contact types to export, including manually created contacts, Microsoft 365 contacts, and internal extensions.
• Call Center tab visibility can now be hidden per user in Desktop using a setting in PBX extension advanced settings, and changes take effect immediately.
• Centralized PBX audio management is now available through Media Hub, including downloads, visibility into where files are used, and the ability to reuse existing audio when configuring resources. (Early Access)
• AI call transcripts, summaries, classifications, action items, and sentiment are now available directly in Desktop call history through the View Call details modal when call recording is enabled. (Early Access)
• Automatic AI processing for recorded calls can now be configured to run transcription, summarization, and classification without manual steps after calls. (Early Access)
• Call routing dropdowns no longer include the obsolete Phone resource type, while existing routes that use it will still display it until they are updated.
• Long call transcripts and summaries in the new call details view now support scrolling for better readability.
• Queue and reporting now reflect agent name updates without requiring relogging in common scenarios.
• Agent Event Report no longer shows deleted queues with blank names or extra separators, improving report clarity.
• Clearing a Marketplace search filter in Desktop no longer redirects users to the Voice page, improving navigation consistency.
• Android call history taps no longer dial the wrong contact due to UI state issues.
• Android analytics no longer records duplicate ringing events for the same call, improving reporting accuracy.
• Android now captures Answered Elsewhere events, so calls answered on desk phones no longer appear to disappear.
• Android call events now include additional metadata, such as call ID and caller or recipient details, to improve troubleshooting.
• Android Bluetooth switching is more reliable when multiple devices are connected, such as a headset and smartwatch.

Why You’ll Love It

Admins can tailor the Desktop experience by role and export only the contact data they actually need, cutting down on cleanup and confusion. Media Hub reduces duplicate uploads and makes it easier to keep on-hold and greeting audio consistent across the PBX, while call intelligence in Desktop keeps post-call review in one place, and automated AI processing helps generate insights without extra effort. Updates to call routing, call details readability, reporting accuracy, and Android calling improve day-to-day reliability and reduce support friction.

How to Access It

• Contact export improvements and Call Center tab visibility are available with the latest Desktop release.
• Media Hub is available in PBX Account settings when Early Access is enabled.
• AI Call Intelligence in Desktop is available with Early Access enrollment, with call recording enabled, and can be used by selecting View Call from the call history.
• Automated AI call processing can be configured by admins with Customer: Admin role or higher in WSAPI, and transcription is enabled by default when automation is turned on.
• Learn more: https://help.cytracom.com/hc/en-us/articles/42612756796685-AI-Powered-Call-Intelligence-for-Desktop
• Learn more: https://help.cytracom.com/hc/en-us/articles/42612942964749-Enable-Automated-AI-Call-Processing

Android users will experience more consistent call behavior, especially when receiving calls on locked devices. Unified Contacts Early Access continues to improve with updates that keep names and details aligned across desktop and mobile. Additional fixes strengthen daily reliability for calling, and contacts.

What’s New

• Contact updates now appear on mobile as soon as changes are made on another device so caller names and details stay current
• Edits to contacts on desktop or mobile now stay in sync across devices within a few seconds
• Android devices now ring consistently for the full duration of an incoming call even when the screen is locked
• Calls that are declined no longer show as active when the phone is unlocked

How to Access It

These updates are rolling out now.

• Unified Contacts enhancements are available through Early Access
• Android calling improvements are included in Android version 24.50.8+111

Administrators can now locate numbers, extensions, and devices more quickly in large environments. Selection in PBX is more responsive, creating a faster and more consistent experience during user and queue updates.  Insights provides dependable user level details that support everyday evaluation and activity review.

What’s New

• Search is now available for long lists in the PBX. When a list begins pagination, a search field appears automatically, making it easy to find numbers, extensions, and devices without scrolling through large sets of data.
• Insights presents user and extension level call details in a dependable format that supports day to day review and performance evaluation.
• Role and queue agent selections now register immediately, allowing administrators to move through user and queue updates more efficiently.
• Drilldown views in Insights present full call data for user and extension level analysis.
• PBX resolves a selection issue that previously required extra interaction when updating roles or queue agents. 

How to Access It

These updates are live now across UCaaS.

Summary

This release includes several fixes that improve reporting accuracy, content handling, and configuration reliability across UCaaS. Department-level analytics now display correct data, desktop content is handled more safely, and admin settings for AI voice features are clearer and easier to manage. Together, these updates enhance reporting consistency, reduce configuration errors, and improve overall system stability.

What’s New

• Updated AI voice configuration settings to remove unsupported options and prevent setup errors.
• Updated the Desktop application to handle displayed content more securely.
• Fixed department-level analytics in PBX reports so totals and percentages now appear correctly for accurate reporting.

How to Access It

These updates are live now across PBX and Desktop versions 25.43.1.

https://help.cytracom.com/hc/en-us/articles/39328696026765-Details-Call-Analytics-by-Organization-and-Department-with-Drilldown-Detail