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