Product Updates: What’s New This May

Some updates fix bugs, and some add features, but this one is different. Nearly everything in this release traces back to the same root cause: workflows that required too many steps, dashboards that showed too much or too little, and tools that didn’t account for how those workflows actually ran. These updates are about building something that works with you.

Streamlined inventory management

A Powerful New Workspace for Your DIDs

We’ve completely overhauled the DID Management interface to make it more intuitive and accessible. This update introduces a high-efficiency dashboard where you can filter, tag, and configure your entire number inventory easily.

Power Filtering

Before: Finding specific numbers within a large inventory was a manual and time-consuming task.

The Update: New Advanced Filtering lets you sort your list by country, monthly fee, compliance status, or About to Expire status, making it easier to isolate and manage specific groups of numbers.

Bulk Actions

Before: Updating settings for large volumes of numbers such as changing call forwarding or auto-renewal required you to configure every DID individually.

The Update: New Advanced Filtering lets you sort your list by country, monthly fee, compliance status, or About to Expire status, making it easier to find and manage specific groups of numbers.

Other new updates to look out for:

• Centralized Configuration: Build out your Voice URIs and PSTN forwarding logic from the same subtab menu.
• Custom Tags: Create customizable labels to categorize and filter numbers based on your own internal naming for easier tracking of different teams or projects.
• New Actions Menu: Toggle auto-renewal, set SMS delivery, manage tags, or create cancel requests for all selected numbers.
• Reputation Monitoring:  Check if a number has been marked as spam using the new Reputation Status column.
• Quick Notes: Get context on any number by hovering over its note icon instead of opening a new window.

Centralized media library

Easier Audio Management

We’ve updated audio management to simplify how you handle recordings in the portal. This update makes your audio library easier to navigate and more practical to manage.

Centralized Recording Management

Before: It was often difficult to verify the content of a recording or see where it was being used without navigating away from the main list or downloading files.

The Update: We’ve overhauled the Recordings page and moved it to General Settings to put these tools in one view. The table now features advanced playback controls with waveform previews so you can play files directly from the list. We also added a “Usages” column that shows which IVRs are linked to each recording, making it easier to see which files are active before you make any changes.

Simplified Recording Workflow

Before: Uploading a file and generating Text-to-Speech (TTS) were separate workflows located in different menus. This added extra steps and unnecessary navigation to the process of adding new audio.

The Update: The new Add Recording button brings everything together. You can now toggle between uploading a local file or  or using Text-to-Speech to create a new recording in a single window, saving you from jumping between different menus.

Controlled caller experience

New IVR Routing and Privacy Tools

We’ve added new tools for call routing and data privacy. These updates improve the experience for your VIP callers and provide better control over your contact data.

Caller ID Masking

Before: When calls were routed to agents, the caller’s real phone number was typically displayed on the agent’s device. This was a privacy concern if you wanted to stop agents from seeing or saving a customer’s direct contact information.

The Update: We’ve added a Caller ID Privacy element to the IVR. This blocks the caller’s number and name on physical devices (like SIP phones or softphones), where they will see Anonymous or Private instead. However, the full caller data remains visible in your secure portal reports and CDRs for accurate tracking.

Direct VIP Routing

Before: High-value callers often had to wait in general queues to reach their assigned account manager. Additionally, if an agent was already on a call, they had no way of knowing that one of their specific clients was waiting for them.

The Update: The new Personal Queue element routes callers directly to their dedicated account managers. Agents will see a live indicator on their dashboard showing exactly how many clients are waiting in their queue. We’ve also added a Caller Detail Preview, which gives agents visibility into who is waiting so they can prioritize their most important calls.

Real-time supervising tools

Advanced Whisper, Coaching and Monitoring

Supervising a live team requires more than just listening in. These updates provide better tools for real-time intervention, allowing agents to receive support more effectively during live conversations.

Whisper Status

Before: Managers couldn’t see if a colleague was already whispering to an agent. This often resulted in multiple supervisors providing feedback at once, disrupting the agent’s flow and negatively impacting the quality of the call and service being provided to the customer.

The Update: We’ve added a real-time Whisper Counter to the Real-Time Stats page. Now, you have full visibility into exactly how many managers are currently whispering to an agent, including their usernames, before a supervisor decides to jump in.

Concurrent Coaching Cap

Before: Having too many people whispering to one agent could cause audio lag, jitter, or distorted sound, which made it difficult for the agent to hear the customer or the coach.

The Update: We’ve set a hard limit of 2 concurrent whispers per agent. This cap keeps the audio from lagging and prevents agents from getting mixed up by multiple people coaching them at once.

Team-Specific Coaching View

Before: Managers were seeing coaching activity and Whisper alerts for every department in the company, including teams they don’t oversee. This makes the dashboard cluttered and hard to navigate.

The Update: We’ve synced Whisper visibility with your Authorized Groups. Now, your dashboard is filtered automatically – you only see the coaching sessions and agent activity relevant to the specific teams you manage.

Global connectivity

Improved Multi-Region Inbound Architecture

We’ve updated our inbound architecture to better support multi-region connectivity. Now regional boundaries no longer limit how you route calls or manage agents.

Direct Regional Access

Before: Inbound traffic was restricted by regional entry points, creating a dependency on specific paths to reach your agents.

The Update: Inbound calls can now connect directly to nodes in any of your configured regions via your customer domains. This any-to-any model ensures your numbers are accessible through every available gateway, providing built-in redundancy if a single regional entry point becomes congested.

Global Agent Hunt Logic

Before: Agents logged into one region were effectively invisible to calls entering another. This prevented global teams from assisting with high call volumes in different geographic areas.

The Update: We have implemented a Global Hunt logic for agent routing. An incoming call entering the system in one region (e.g., EU) will now dynamically search for available agents in all other configured regions (e.g., US, ASIA). This cuts down wait times by opening up every call to your entire global team instead of just one region.