Sinch Community

On Nov 4 2026, the Customer Administration Portal will be updated with enhancements and fixes.   Fixes   Fixed an issue in Call Center bulk updates where announcement updates didn’t show properly When using bulk update to update the audio announcements for call centers, users could select and audio file and save, but after saving, the UI would revert to Select Audio File making appear the selection wasn’t saved. This has been fixed.   Fixed an issue in Call Center bulk updates on estimated wait times When entering the estimated wait time in the bulk updates section for call centers, an error message isn’t shown when the wait times exceed the allowable values. This has been fixed.   Fixed an issue in Barge-in Exempt bulk updates when selecting users Fixed an issue in bulk update for barge-in exempt settings where it would allow you to click update even though no users had been selected.   Fixed an issue when removing a user in an existing Push-to-talk configuration In Edit Extension > Call Control > Push to Talk, when a user is added and the changes are saved successfully, attempting to delete the same user immediately and save the changes again results in an error message. This issue has been fixed.     ... View more

Product changes and fixes for Atlas On Nov 4 2026, additional updates and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates   When ordering numbers in Service Orders and Add Numbers, NPA-NXX can now be specified When processing a Service Order, numbers could be ordered from specific states and rate centers. An additional option has been added to also narrow the search by NPA-NXX for rate centers that have multiple ranges. The NPA-NXX search has also been added to the Add Numbers option in DID Management.       ... View more

Pre-Announcing a Customer Admin Portal login change with a more secure login experience! To help improve account security, we will be changing the login experience for the Customer Administration portal. Going forward, you will no longer need to enter your password to access CAP, or enable a separate 2FA configuration. Instead, simply enter your username and we’ll send an email to the email address on your account with a one-time passcode. Enter the passcode at the login prompt and you’re in. The new login experience will be available mid-November. Between now and then, make sure users have correct email addresses on their accounts so there are no surprises when the login change is applied.     NOTE: If you are a Cloud Business Fax customer with SSO enabled, your login process does not change. You will still use SSO to login.   ... View more

Product changes and fixes for Atlas On Oct 22 2026, additional updates and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates   New Calling Features section in Partner Setup with Rings Before Voicemail default In Atlas Partner Setup, a new Calling Features section is being added. This section will contain calling feature settings that can be set as the default for each Enterprise or Residential customer you create. In this release, the # of Rings Before Voicemail settings will be added.       These settings let you set the default values you want for any new customers you create. The number of rings before rolling over to voicemail is frequently changed, so we’re adding this setting first.     Pre-Announcing a Customer Admin Portal login change with a more secure login experience! To help improve account security, we will be changing the login experience for the Customer Administration portal. Going forward, you will no longer need to enter your password to access CAP, or enable a separate 2FA configuration. Instead, simply enter your username and we’ll send an email to the email address on your account with a one-time passcode. Enter the passcode at the login prompt and you’re in. The new login experience will be available mid-November. Between now and then, make sure users have correct email addresses on their accounts so there are no surprises when the login change is applied. NOTE: The screenshot below is an example and your customers will still see your branding.               ... View more

The Akixi update has been postponed. A new date will be provided.         Overview On TBD October 26, 2026, Akixi Reporting will be upgraded to version 4.1. This release renames the Analytics menu and the User Management screen, and includes several fixes that improve reporting accuracy and stability. You will sign in the same way, and your reports, dashboards, and scheduled reports are not changing.   What's new Analytics menu renamed to CX Analytics The Analytics option in the top menu is now labeled CX Analytics. The reports under this menu, and the way you open them, have not changed.       User Management renamed to License Management (admins) In the Administration area, the User Management screen is now called License Management. The screen has a new layout with summary information at the top, but it works the same way. Admins will continue to assign Agent and Supervisor licenses from this screen.     Sign-in stays the same You will continue to sign in with your current credentials, using the same link you use today.   Fixes / resolved issues Call segment details for calls transferred between queues Resolved an issue where call segment information could display inconsistently for calls transferred between queues through an Auto Attendant. This affects supervisors reviewing call detail and call segment reports. Call segment timing after a consult transfer Resolved an issue where the start time of the next call segment was off by one second after a consult transfer. Reports could stop responding Resolved an error in Reports that prevented further interaction until the page was refreshed. Dashboard zoom resetting when moving a report Resolved an issue where a report's zoom level reset when it was dragged to another window within a dashboard.   Action required No action is required. If you cannot sign in after the upgrade, or a report does not look as expected, contact Voyant Support at [email protected].   Additional notes Your existing reports, dashboards, and scheduled reports carry over as they are. The report builder and field picker are unchanged. Akixi Reporting may be briefly unavailable during the maintenance window.   ... View more

On Oct 14 2026, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Password length requirement changed to a minimum of 16 characters The minimum password length for the Customer Administration Portal will increase to 16 characters. This strengthens account security across the platform. This only affects new passwords or password resets. Existing passwords will continue to be supported. The password rules information boxes have been updated everywhere to indicate the new password requirements.           Adding support for inserting pauses in text-to-speech prompts When generating new audio prompts using text-to-speech, some prompts can benefit from additional pauses to make the speech sound more natural or easier to follow. A new drop-down option will let you select various pause lengths that you can use to insert anywhere within the text of your prompt. When the audio is generated, silence for that duration is inserted into the audio.     Fixed an issue when entering an email address for downloading a fax Fixed an issue where a user could enter an incorrectly formatted email address when downloading a fax, and a success message would then be shown. Now an error message will show to alert the user.     Fixed an issue where an assigned holiday schedule could be deleted Fixed an issue where a holiday schedule that was assigned to a service could be deleted without being removed from the service.     Fixed a display issue in the Call Tree when a voicemail box transfer is configured Fixed an issue where the *55 code (transfer to voicemail) was not being shown with the destination number configuration.     Fixed an issue in the Auto Attendant settings when an external number was set Fixed an issue where a transfer destination was incorrectly saved when using *55 and an external number.     Fixed an issue assigning Call Center Supervisors in very large enterprises Fixed an issue where in very large enterprises, assigning a call center supervisor to a queue would revert back to unassigned after saving the changes.   ... View more

Product changes and fixes for Atlas On Oct 14 2026, additional updates and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates   Password length requirement changed to a minimum of 16 characters The minimum password length for the Atlas and the Customer Administration Portal will increase to 16 characters. This strengthens account security across the platform. This only affects new passwords or password resets. Existing passwords will continue to be supported. The password rules information boxes have been updated everywhere to indicate the new password requirements.   Note this also affects the residential APIs. Vendors using these APIs have already been notified and have worked to make their solutions support the new 16 character password requirements.           Improvements to Sales Order handling for very large Enterprises When creating an add-on order for a very large enterprise with a lot of locations, opening the new add-on order and adding products was taking a long time. A number of improvements were made to improve the creation and load times when entering and add-on order.   Fixed an issue when a domain is removed in partner setup branding When deleting the configured email domain in the partner setup, branding section, no confirmation message would show indicating the email domain was successfully removed. Now a confirmation message will show.     ... View more

On Aug 31 2026, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Adding support for the Grandstream HT802 V2 Support is being added for the 2-port Grandstream HT802 V2 ATA device. This a 2-port version of the Grandstream HT801. Since this is a multi-port device, the device is being handled the same way for provisioning as the 16-, 24- and 48-port Grandstream devices. The primary configuration of the HT802 V2 will be in CAP in the Bulk Updates section in the Devices User Assignment section. Choose the location, then choose the Grandstream HT802 V2 from the list. Use the drop-downs on Port 1 and 2 to assign the users to those ports.     officeXtend 3.0 rollout The soft clients will begin receiving updates during the week of August 31st, 2026. The app stores will roll these out over a period of time during the week. The officeXtend clients will be updated to version 3.0. The client contains a number of new features including the following: A new Quick Dial feature. This lets you create shortcuts to your most frequently called contacts. BLFs that you create in the Customer Portal will also show here, making it much easier to see those users. On the mobile clients, the users in your Quick Dial list will show in a new tab. On the desktop clients, the Quick Dial list will show on the main Dialpad display. Integrated call logs. The call history now shows all calls from your user seat, along with missed calls and access to visual voicemail all in one place. Do Not Disturb on the main screen. Do Not Disturb is back. Pressing this button will put your user seat in Do Not Disturb. This affects all devices you may have on your seat. Press it again to undo Do Not Disturb. Google directory integration. Just like with O365, you can now integrate your Google contacts. Refreshed theme in the desktop version. New icons, muted colors, and other updates. Numerous fixes and improvements throughout.     Fixed an issue where a Webex user update was not working Fixed an issue where after a Webex update failure, any correction would still result in the user not being enabled.     Coming in September: stronger password requirements In September, the minimum password length for the Customer Administration Portal will increase to 16 characters. This strengthens account security across the platform. We'll confirm the exact date ahead of the rollout. This only affects new passwords or password resets. Existing passwords will continue to be supported.         ... View more

Product changes and fixes for Atlas On Aug 31 2026, additional updates and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates   Adding support for the Grandstream HT802 V2 Support is being added for the 2-port Grandstream HT802 V2 ATA device. This a 2-port version of the Grandstream HT801. Since this is a multi-port device, the device is being handled the same way for ordering and provisioning as the 16-, 24- and 48-port Grandstream devices. When creating a sales order, order the seats without a device, then choose Devices and add the 802 V2 as a separate device. The primary provisioning of the HT802 V2 will be in CAP in the Bulk Updates section in the Devices User Assignment section. Once the order is provisioned, choose the location, then choose the Grandstream HT802 V2 from the list. Use the drop-downs on Port 1 and 2 to assign the users to those ports.       New notification email if a E911 address fails to be set correctly A new email notification has been created that will be sent to partners in the event that an E911 address fails to be set correctly. The email will contain one or more numbers and the address that was invalid.     nCommand Plus 3.0 rollout and homeXtend 1.10 rollout The soft clients will begin receiving updates during the week of August 31st, 2026. The app stores will roll these out over a period of time during the week. The homeXtend mobile clients will be updated to version 1.10. This update will contain minor bug fixes and improvements underneath with no visual or functional updates. The nCommand Plus clients will be updated to version 3.0. The client contains a number of new features including the following: A new Quick Dial feature. This lets you create shortcuts to your most frequently called contacts. BLFs that you create in the Customer Portal will also show here, making it much easier to see those users. On the mobile clients, the users in your Quick Dial list will show in a new tab. On the desktop clients, the Quick Dial list will show on the main Dialpad display. Integrated call logs. The call history now shows all calls from your user seat, along with missed calls and access to visual voicemail all in one place. Do Not Disturb on the main screen. Do Not Disturb is back. Pressing this button will put your user seat in Do Not Disturb. This affects all devices you may have on your seat. Press it again to undo Do Not Disturb. Google directory integration. Just like with O365, you can now integrate your Google contacts. Refreshed theme for the desktop client. New icons, muted colors, and other updates. Numerous fixes and improvements throughout.     Coming in September: stronger password requirements In September, the minimum password length for the Customer Administration Portal will increase to 16 characters. This strengthens account security across the platform. We'll confirm the exact date ahead of the rollout. This only affects new passwords or password resets. Existing passwords will continue to be supported.   ... View more

On Aug 5 2026, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Updated the new Call Tree with support for Hunt Groups The new Call Tree feature has been updated to provide a view of Hunt Groups in addition to the previous support for Auto Attendants.       Additionally, the Auto Attendant tree show more detail on the destinations when pointed to Hunt Groups, Call Centers or other Auto Attendants.       Fixes   Fixed an issue where an update confirmation message was not being shown When making changes to a user’s Outgoing Calls settings, an Update Successful message was not always being shown. This has been fixed.     Coming soon: stronger password requirements Within the next three-to-four weeks, the minimum password length for the Customer Administration Portal will increase to 16 characters. This strengthens account security across the platform. We'll confirm the exact date ahead of the rollout. This only affects new passwords or password resets. Existing passwords will continue to be supported.       ... View more

Product changes and fixes for Atlas On Aug 5 2026, additional updates and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.     Important update regarding Voyant Connector products and call record data retention   This is to inform you of an update regarding call record retention for Voyant Connector voice services that you may resell (Operator Connect, Cisco Cloud Connect for Webex Calling, and Enterprise SIP Trunking). Effective August 14th, 2026, Call Detail Records (CDRs) and call history within the platform will be retained for a maximum of 14 months. Call records older than 14 months will be automatically truncated and no longer accessible through the portal or standard reporting tools. What You Need to Know: Current Records: Your customers will continue to have full access to 14 months of rolling call history for reporting, auditing, and account management. Data Export: If your organization requires record retention beyond 14 months for compliance, accounting, or internal tracking, we recommend establishing a routine process to export and archive CDR data locally on a monthly or quarterly basis. Service Continuity: This change applies solely to historical data retention and has no impact on active call routing, call quality, or daily voice operations.     Fixes   Fixed an issue during bulk DID swaps where the status was marked invalid Fixed an issue where during large bulk DID swaps, the status could be returned as Invalid for some numbers.     Fixed an issue where a generic device was showing on Cloud Fax sales order PDFs Fixed an issue where a Generic Device was being shown on Sales Order PDFs when creating a Cloud Business Fax order.     Coming soon: stronger password requirements Within the next three-to-four weeks, the minimum password length for the Customer Administration Portal will increase to 16 characters. This strengthens account security across the platform. We'll confirm the exact date ahead of the rollout. This only affects new passwords or password resets. Existing passwords will continue to be supported.           ... View more

On July 27 2026, the Microsoft Operator Connect portal will be updated with enhancements.     Updates   Microsoft handling of E911 calls removes the need for the E911 setting on numbers As Microsoft currently handles routing for E911 calls, using the portal to set an E911 registration on a number is unnecessary. This is being removed as an option in the Operator Connect Customer Portal to reduce any confusion. The address information is all handled within your Microsoft Teams Admin Center instance.     Coming soon: stronger password requirements Within the next four weeks, the minimum password length for the Customer Portal will increase to 16 characters. This strengthens account security across the platform. We'll confirm the exact date ahead of the rollout. This only affects new passwords or password resets. Existing passwords will continue to be supported.       ... View more

On July 27 2026, the Customer Administration Portal will be updated with enhancements and fixes.     Fixes   5555 is being added to the help text on reserved extension Extension 5555 is used internally, but was not listed in the various help text pop-ups on extension usage that it was reserved. The help text now correctly reflects this.     Coming soon: stronger password requirements Within the next four weeks, the minimum password length for the Customer Administration Portal will increase to 16 characters. This strengthens account security across the platform. We'll confirm the exact date ahead of the rollout. This only affects new passwords or password resets. Existing passwords will continue to be supported.     ... View more

Product changes and fixes for Atlas On July 26 2026, additional updates and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.     Updates   Adding support for ordering the Yealink W70B DECT Base Station The Yealink W70B DECT Base Station can now be ordered separately on a sales order under Devices. If the base station fails for a W76P system, this allows you to just separately buy the base station for replacement rather than the W76P bundle again. When the order is processed, the base station will appear in the Unassigned devices list as a W76P where it can be assigned to a user and the existing handsets re-added to the new system.     Company name can now be used on port orders without first creating the customer account Currently, when creating a Company LNP port order in the LNP tab, you have the option to search by sales order ID or Company Name. The Company Name option only works if the customer account has already been created previously. With this update, you can now search on the Company Name that was entered on a sales order vs having to use the sales order ID for new customer accounts.   When creating a port order, there is now a 5 minute delay afterwards When a new port order is created, any subsequent change to the order will be blocked for 5 minutes to allow for internal processing time, so order updates are handled properly.     Fixed an issue on forgot password email reset link for residential customers Fixed an issue on the residential user forgot password email where the email could be triggered for a customer that never created their account. The link in the email would then result in an error. Now the residential customer portal forgot password option will not trigger the email. The reset should be initiated from Atlas in this case.   Fixed an issue where saving a residential customer username on a sales order was taking a long time When entering and then saving an entered username for a residential customer, the save operation was taking a long time. This has been fixed.   Fixed an issue where an inactive Atlas user could be made active Fixed an issue where an Atlas user that had not created their login yet, could be made active and show in the Active list. Now the user will remain in the Inactive list until they complete the account creation.   Fixed an issue where launching a residential customer CAP was requiring security questions When launching a residential customer portal from Atlas, some changes to the user’s profile were asking the security questions. This has been fixed so partners can update the profile information without the security question details.     Coming soon: stronger password requirements Within the next four weeks, the minimum password length for Atlas and CAP will increase to 16 characters. This strengthens account security across the platform. We'll confirm the exact date ahead of the rollout. This only affects new passwords or password resets. Existing passwords will continue to be supported.       ... View more

On July 9 2026, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Added new aging options to call recording/fax download configurations   For call recording and faxing, you can setup an sftp or Amazon S3 account to offload the files to. When configured, you can also setup an auto-deletion method once the file has successfully transferred to your storage. New options are being added that will delete files as they age once transferred vs the current options where the deletion occurs in bulk on the first of the week or the first of the month. These are the Older than 1 Day, 1 Week and 1 Month options.         Added ability to un-assign virtual extensions   You can now un-assign a Virtual Extension once it’s been assigned.             Added support for blocking external calls going directly to a seat   A new Incoming Calls option has been added to seats that lets you block external inbound calls to a seat. This is useful for any seats that should not be reachable by directly dialing the phone number associated with the seat. This is also available as a Bulk Update menu item.           Fixes   Fixed an issue where some of the bulk update items could be hidden Fixed an issue where some of the bulk update items at the bottom of the list could be hidden and couldn’t be scrolled to when at normal 100% zoom level in the browser.       ... View more