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2023 Desktop & Platform Release Notes

8/16/2023

Version: Desktop 23.33.1

What's New

We have 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

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

8/9/2023

Version: Desktop 23.32.1

What's New

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.

8/1/2023

Version: back end change, no new Desktop version

What's New

With this release, 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. 

7/26/2023

Version: Desktop 23.30.1

What's New

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.

6/28/2023

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.

6/14/2023

Version: back end update, no new Desktop version

What's New

  • We will now attempt to ignore email addresses that are not real people, such as no-reply email addresses, when contacts are imported from O365. For this change to take effect, you must disconnect and reconnect your O365 account.

5/31/2023

Version: back end update, no new Desktop version

What's New

  • Cytracom University is now available on the Partner Portal! This will allow you to view product content for both UCaaS and ControlOne.
  • SIP passwords no longer require support intervention to retrieve. Users may request SIP passwords for their extensions on PBX using a secure, email-based process.

5/25/2023

Version: back end update, no new Desktop version

What's New

  • The Partner Portal now displays the customer's assigned Channel Managers for both UCaaS and ControlOne services.

5/23/2023

Version: 23.21.1

Bug Fixes

  • Fixed an issue where numbers with 3-6 digits and ending in a * could not be dialed.

5/17/2023

Version: 23.20.1

What's New

  • Added the ability to dial numbers with periods.
  • Added autocomplete to the dialer in the desktop app. 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.

5/4/2023

Version: 23.18.1

Bug Fixes

  • Fixed an issue where if a user was disconnected from an internet connection, their status did not change back to Online after re-establishing connection.
  • Fixed an issue where changes to business hours on Saturdays did not take effect properly.

4/20/2023

Version: 23.16.1

What's New

  • With this release, we added reminder banners and a form for customers to register their company with The Campaign Registry (TCR) in compliance with 10DLC for SMS messages. Registration will be rolled out in stages, so your company may not see them initially. For more information about 10DLC, click here.

4/7/2023

Version: Back end changes, no new Desktop version

What's New

  • Added the ability for businesses that use Autotask to create contacts and companies using the Discover function.

4/6/2023

Version: 23.14.2

What's New

  • Added a Cytracom loader to the Desktop app when it is initially opened.

Bug Fixes

  • Fixed an issue where when creating a new conversation, clicking a recipient would result in an "unable to create the conversation" error message.

3/29/2023

Version: Back end changes, no new Desktop version

Bug Fixes

  • Fixed an issue where new hold music uploaded in PBX was not taking effect, and the default hold music was playing instead.

3/23/2023

Version: Back end changes, no new Desktop version

Bug Fixes

  • Fixed an issue where agents for a call queue were not being shown in the correct ring order in PBX.

3/14/2023

Version: Desktop 23.11.1

Bug Fixes

  • Fixed an issue where switching between network connections would result in calls not being able to connect.
  • Fixed an issue where when on a conference call and one caller hangs up, the remaining users on the call could no longer hear each other.

3/9/2023

Version: Desktop 22.46.1

We rolled back the Desktop version while we resolve issues with the Desktop app not being able to connect calls. This will also revert the fix we made where audio was lost when a caller dropped from a conference call, but the fix will be included with the next Desktop version.

What's New

  • Added the ability to select whether or not Call Center Call Queues will ring on the Cytracom mobile app on a per extension basis. This setting is accessed in PBX > Extension > Advanced Settings > Advanced and click the Mobile call center toggle.
  • Disabled users and users without an assigned extension will no longer show in the My Team list. Also, when an extension is updated or reassigned to another user, the extension will display the correct user in the My Teams list.
  • Added a banner to the top of Glass to remind partners if their payment method needs to be updated.
  • Decreased the file size of marketing collateral on proposals.
  • No longer require an address when editing agent licenses in Glass.

Bug Fixes

  • Fixed an issue where recorded uploads of names did not play in the Find Me directory search or in the voicemail menu.

2/23/2023

Version: Desktop 23.8.1

What's New

  • Added the ability to add a Canadian address during partner onboarding.
  • Added the ability to delete Resellers in Partner Portal > User Management.
  • Added the ability to manage payment methods in the Partner Portal.
  • Added the ability to select text in the Partner Portal.
  • Added text to provide image requirements to users when uploading a custom logo in the Partner Portal.

Bug Fixes

  • Fixed an issue where when on a conference call and one caller hangs up, the remaining users on the call could no longer hear each other.
  • Fixed an issue where when a user attempted to make an outbound call through MS Teams, the call would fail. Also removed the MS Teams column from the extensions list.
  • Fixed an issue where when a user attempted to make a call through the Chrome extension, the last number called would dial instead of the selected number.

2/13/2023

Version: back end changes, no new Desktop version

Bug Fixes

  • Fixed an issue where outgoing calls would display in Call History as "Outbound Call" rather than the Caller ID name, and if multiple outbound calls were made they were combined into a single Call History entry.
  • Fixed an issue where if an extension was not associated with a user, a caller attempting to contact a user via the dial by name directory would be disconnected.

2/9/2023

Version: back end changes, no new Desktop version

What's New

  • Added the ability to use a Canadian address for UCaaS accounts.
  • Added fuzzy matching to display potential matches when creating a new customer in the Partner Portal.

Bug Fixes

  • Fixed an issue where directed call pickups and calls picked up from the call park were showing an incorrect caller ID.
  • Fixed an issue where resellers were missing access to certain resources in PBX.
  • Fixed an issue where new payment method notifications were not being sent.

2/1/2023

Version: back end changes, no new Desktop version

What's New

  • Calls in a queue will now also ring on mobile devices along side desk phones and the Desktop app. Users must log out of the CallCenter Agent and log back in for this change to take effect. 

    Any extension can log in to a queue as any agent, and this can be done by dialing *01<agentnumber> and can log out by dialing *00 (agent number is optional). Pause and unpause are *02 and *03 respectively, and the agent number is again optional. Only the agent login requires the agent number. Pausing will not assign new calls to the agent. Note that agent numbers are different from extension numbers.

Bug Fixes

  • Fixed an issue where message threads took a long time to load or failed to load.

1/26/2023

Version: back end changes, no new Desktop version

What's New

  • Partners can now add and edit users for their clients.

1/24/2023

Version: back end changes, no new Desktop version

Bug Fixes

  • Fixed an issue where when attempting to place a ControlOne order, users would receive a 401 error when saving a new payment method.
  • Fixed an issue where users in some cases were incorrectly prompted to agree to the partner agreement upon their first login to the Partner Portal after onboarding.

1/20/2023

Version: back end changes, no new Desktop version

What's New

  • Added the ability to set up a custom pricing plan for ControlOne orders.
  • Added the ability to apply a discount code to multiple line items in ControlOne orders.

1/19/2023

Version: back end changes, no new Desktop version

Bug Fixes

  • Fixed an issue where custom roles were not displaying in PBX > User Management.
  • Fixed an issue where creating new or editing existing users in the Partner Portal > User Management was returning an error.
  • Fixed an issue where users could not update or create e911 addresses.
  • Fixed an issue where ControlOne orders could be placed for UC demo accounts.

1/18/2023

Version: back end changes, no new Desktop version

Bug Fixes

  • Fixed an issue where custom roles were not displaying in PBX > User Management.
  • Fixed an issue where users could not update or create e911 addresses.

1/13/2023

Version: back end changes, no new Desktop version

What's New

  • Added marketing collateral to proposals.

Bug Fixes

  • Fixed an issue where if a user attempted to change their own user in PBX, all the user's roles would be removed.
  • Fixed an issue where partners were not able to edit ControlOne user permissions in the Partner Portal.
  • Fixed an issue where reseller accounts had to log in twice to access the Partner Portal.
  • Fixed an issue where proposals that contained certain special characters in the company name could not be created.

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