Busylight just got more powerful by integrating our universal ‘In-A-Call’ Busylight software. This allows Busylight to override the Teams presence when you are in a call or meeting on all other platforms - making your Busylight presence status smarter and more accurate.

What’s new

1) Multi-platform support using In-A-Call detection within Teams

The new Busylight for Teams software now automatically detects active calls from other platforms like Zoom, Webex and others and then overrides the Teams presence status using "in a call" mode.

Colleagues always see your real status — even when the call isn't in Teams.

2) One software. Clear status

No more conflicting signals.

Showing an accurate presence status regardless of the Platform you’re using helps to prevent unnecessary interruptions and avoids colleagues wasting time walking over when you’re unavailable.

Whether you're in a Teams meeting, a Zoom call, or a phone conversation, your Busylight shows the right status at the right time.

• In-A-Call override — activates automatically on any platform

• Teams presence — mirrored from your Teams client when you're not in a call

• Call & chat alerts — incoming Teams calls and messages are signaled through the built-in speaker

3) Microsoft Teams integration

Your Busylight still mirrors your Teams presence color in real-time and alerts you to incoming calls and chat messages with visual flash and built-in speaker (alerts) — so you never miss what matters most.

How to get started

Update to the latest kuando Busylight Premium UC software to enable the new combined functionality.

We have received guidance from several carriers while addressing support tickets that they are seeing many outbound calls being automatically scored as low reputation calls on many networks which results in:

• Calls being sent directly to voicemail never actually ringing the line
• Calls being rejected outright
• Short Ring then silence
• Spam Likely / Spam Designation

It is very important to take a simple step by logging into your carrier portal and setting a Caller ID Name (CNAM) value. As a reminder, this is a 15 character alphanumeric value that get's sent across with the actual phone number when you make an outbound call.

This should be set for EVERY active number.

Here is some short cuts for how to update this on the following carriers:

siptrunk.com

flowroute.com - scroll to section labeled Verify the CNAM and long code association in Manage

nexvortex - see page 17

bandwidth.com

telnyx

We are happy to announce a simple phone number search option in the Intelligence portal for easy access to any call from a specific outside number

As the End of Sale nears for the Yealink T4/T5 phones, this Quick Reference Guide will show you the suggested new T7/T8 phone model replacement:

We are happy to announce new and improved Group / Department rights menus in the Control Portal.

A reminder of what these "Rights" mean in terms of system functionality means..

Show My Calls

Barge-in, Listen & Whisper

See Presence

See Calls

Call Operations

User Operations

You can see the Rights tab within each user / extension menu

You can see the Rights tab under Bulk Edit once you select one or multiple users

We have corrected the individual Total Talk Time and Average Talk time on our main 1Stream Intelligence page

We are happy to announce we have added a new data center region to our European footprint in Dublin, Ireland.

This region is now available for new orders as well as migrations from other data center regions.

Enhancements

Custom Routes for Inbound Auto PIN Verification

You can now set custom destinations for callers that are routed through our Inbound Automatic PIN Verification feature. This allows you to implement the feature for multiple departments (Support, Billing, etc.) or anywhere in your call flow where you would like to verify the caller's identity first before connecting to an agent. See our article here for more info.

Catch All Contact

You can now designate a default contact to be assigned when Catch All tickets are created from calls or text messages originating from unknown numbers. Head to your Catch All settings to configure your preferred default contact. See our article here for more info.

HaloPSA - Assigned Agent

You can now assign an Agent when creating HaloPSA tickets in the 1Stream Client.

BrightGauge - 1Stream Custom Statuses

The 1Stream BrightGauge integration now includes extension Custom Statuses, allowing you to visualize and report on agent availability. See our articles here for more info.

Bug Fixes

Autotask - Automatic Time Entries with Transcription

We've resolved two issues affecting automatic time entries in Autotask.

• Duplicate time entries - Time entries were in some cases being created more than once for the same activity. Each call will now generate only a single time entry as expected.
• Incorrect user association - Time entries were in some cases being linked to the wrong Autotask user. They will now correctly map to the user who handled the call.

Autotask - SMS Image Attachments

Images included in SMS messages received via 1Stream will now be properly attached to the Autotask ticket created from that message. Previously, images were received but not carried over to the ticket.

HaloPSA - AI Agent Ticket Creation

When creating tickets via the 1Streram AI Tirage Agent, the "Category", "Urgency", and "Impact" fields were not being sent through correctly. These fields will now be included as expected when a ticket is created.

Signal On-Call Alerting - European Date Format

Added support for the European date format (dd/mm/yyyy) when creating schedules in Signal On-Call Alerting Notifications.

Automatic Call to Ticket Association

We've made improvements to automatic ticket tagging for inbound calls routed through Ticket Lookup and AI Triage Agent voice apps. Improvements have also been made for outbound calls initiated via 1Stream ConnectWise Service Tickets Pod.

If you are experiencing issues with calls to T-Mobile numbers not connecting, please use this link to register your number and caller ID on T-Mobile's network.

https://callreporting.t-mobile.com/

We have published an updated Chrome Extension in the Chrome App Store

https://chromewebstore.google.com/detail/1stream-client/obegkpmjkhpjfhmdjdojmenmlbepenme