Sinch Community

On August 25 2025, the Cloud Connect for Webex Calling (Cisco CCP) portal will be updated with enhancements.   Updates   Adding a Toll Free LOA form in the Porting page   When submitting a Toll Free Number port, a link is now provided to download the Toll Free LOA form.       ... View more

On August 25 2025, the Enterprise SIP Trunking portal will be updated with enhancements.   Updates   Adding a Toll Free LOA form in the Porting page   When submitting a Toll Free Number port, a link is now provided to download the Toll Free LOA form.         ... View more

On August 25 2025, the Microsoft Operator Connect portal will be updated with enhancements.   Updates   Adding a Toll Free LOA form in the Porting page   When submitting a Toll Free Number port, a link is now provided to download the Toll Free LOA form.     Fixed an issue editing 911 entries in Operator Connect Fixed an issue where saving a 911 entry in the Operator Connect portal would show an error.     ... View more

On August 25, 2025, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Adding Reserved Number product A new Reserved Number product is being added to the UCaaS product portfolio. This product enables you to park unused numbers for a much lower rate than a Virtual Number. Reserved Numbers will show in your Customer Administration Portal in the new Reserved Numbers section. This allows you to see what numbers you have in reserve. These numbers cannot be assigned to any services unlike Virtual Numbers.       UCaaS Corporate Directory can now be exported In the Administration->Corporate Directory menu, a new CSV button has been added that will email you an export of the contents of the corporate directory.     The download also includes the states of the toggles for each user.       Fixed issue where call logs are missing a few hours after a DID swap An issue where call logs were missing for a few hours after a DID swap has been fixed.     Fixed download link for faxes When emailing a fax to yourself from the Customer Administration Portal, the email will contain now contain the correct download link.     Fixed email-to-fax issue when PDF name includes spaces Fixed an issue where email-to-fax failed to send the fax when the PDF attached to the email contained spaces in the filename.         ... View more

Product changes and fixes for Atlas On August 25 2025, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates - UCaaS   Adding Reserved Number product for UCaaS A new Reserved Number product is being added to the UCaaS product portfolio. This product enables you to park unused numbers for a much lower rate than a Virtual Number. This product is being added to the product catalog in Products & Services in Partner Setup. There, you can set your price you want to offer this at. The product can be added to new sales orders, or, you can upgrade/downgrade between the new Reserved Number product and the Virtual Number product. The product will show in Account Services in the same way Virtual Numbers do. When a number is selected, you can change the package or other options on the service. Note Suspend/Resume is not supported since the number is not actually in service.     To change the number to a different product, select Change Packages. If the number is a Reserved Number, this can be upgraded to a Virtual Number and vice versa. Note that if you downgrade a Virtual Number to a Reserved Number and the number was currently in use, the number will be removed from whatever service or user it was previously assigned to.     Reserved Numbers will show in the Customer Administration Portal in the new Reserved Numbers section. This allows your customer to see what numbers they still have in reserve. These numbers cannot be assigned to any services unlike Virtual Numbers.           Updates - Operator Connect for Partners   Adding new unlimited products that include usage The current DID products in for Operator Connect for Partners are all usage-based products. Each of those products consists of an MRR (Monthly Recurring Revenue) part and the inbound/outbound calling minutes of use. As customers continue to look for simplified product offerings in the Enterprise space, we are now offering new unlimited DID products for an MRR that include the number along with a bundled amount of inbound/outbound minutes of use. This means customers will generally only see a fixed MRR per number per month and not have a variable bill unless they have Toll Free numbers with usage. Contact your sales representative for more information.             ... View more

When launching nCommand Plus, you'll be asked to enter your username and password. This applies to all versions including Android, iOS, Windows and macOS.   You will need to enter this information each time you log into the applications, but Android and iOS both provide methods to securely save usernames and passwords and associate those with an application, making logging in much easer.   Below are two sections - one on how to use the Google Password Manager on Android and the next on how to use Passwords on iOS.     Saving your login information on nCommand Plus for Android   Note: Saving your username and password maybe different depending on your phone manufacturer. This article uses Google Password Manager. Other password managers should be similar such as on Samsung devices.   When you launch nCommand Plus and touch the Username field, Android will bring up the keyboard. In most instances, you'll also see a Passwords button.       Touch the Passwords button. If you don't have anything saved for nCommand Plus, you'll see No saved passwords for nCommand Plus. Touch Manage Passwords to create a new entry in the password manager.       This will bring up the list of all your currently saved entries. Touch Add password to create a new entry.       Next, touch Select App. This will bring up a scrollable list of all your apps. Locate nCommand Plus and choose it.     You should see nCommand Plus as your selected app. Fill in the username and password you use to login to nCommand Plus with. You can also add a note that stays within the password manager. Once you entered your information, touch Save in the upper right corner to save this to the Google Password Manager.     Now, anytime you logout of nCommand Plus and then launch nCommand Plus later, touch the Username field and Google Password Manager will offer to fill in the fields for you. Touch Continue to automatically fill in the fields and then just touch Sign in to login.          Saving your login information on nCommand Plus for iOS   iOS has a built-in Passwords application. This application can be used to save username/passwords for various sites or applications you use on iOS. To create an entry for an application, it's easier to just start from the application itself.   When you launch nCommand Plus and touch the Username field, iOS will bring up the keyboard. In most instances, you'll also see a Passwords button.       Touch the Passwords button and this will bring up a list of your currently saved entries. Touch the + (plus) button in the upper right corner to create a new entry.       Since you launched this from the nCommand Plus app, the app name is already filled in for you. Enter your username, erase the auto-generated password and enter the password you use to login to nCommand Plus. You can enter some notes for use within the Passwords app. When you have finished, touch Done in the upper right corner to save this entry.           Next time when you launch nCommand Plus, touch the Username field to bring up the keyboard. Then touch Passwords. This will bring up the list of stored passwords. Choose your nCommand Plus entry from the list and this will auto fill you username/password. Then touch Sign in to login to nCommand Plus.       ... View more

When launching officeXtend, you'll be asked to enter your username and password. This applies to all versions including Android, iOS, Windows and macOS.   You will need to enter this information each time you log into the applications, but Android and iOS both provide methods to securely save usernames and passwords and associate those with an application, making logging in much easer. Below are two sections - one on how to use the Google Password Manager on Android and the next on how to use Passwords on iOS.     Saving your login information on officeXtend for Android   Note: Saving your username and password maybe different depending on your phone manufacturer. This article uses Google Password Manager. Other password managers should be similar such as on Samsung devices.   When you launch officeXtend and touch the Username field, Android will bring up the keyboard. In most instances, you'll also see a Passwords button.   Touch the Passwords button. If you don't have anything save for officeXtend, you'll see No saved passwords for officeXtend. Touch Manage Passwords to create a new entry in the password manager.     This will bring up the list of all your currently saved entries. Touch Add password to create a new entry.    Next, touch Select App. This will bring up a scrollable list of all your apps. Locate officeXtend and choose it.     You should see officeXtend as your selected app. Fill in the username and password you use to login to officeXtend with. You can also add a note that stays within the password manager. Once you entered your information, touch Save in the upper right corner to save this to the Google Password Manager.     Now, anytime you logout of officeXtend and then launch officeXtend later, touch the Username field and Google Password Manager will offer to fill in the fields for you. Touch Continue to automatically fill in the fields and then just touch Sign in to login.            Saving your login information on officeXtend for iOS   iOS has a built-in Passwords application. This application can be used to save username/passwords for various sites or applications you use on iOS. To create an entry for an application, it's easier to just start from the application itself.   When you launch officeXtend and touch the Username field, iOS will bring up the keyboard. In most instances, you'll also see a Passwords button.       Touch the Passwords button and this will bring up a list of your currently saved entries. Touch the + (plus) button in the upper right corner to create a new entry.     Since you launched this from the officeXtend app, the app name is already filled in for you. Enter your username, erase the auto-generated password and enter the password you use to login to officeXtend. You can enter some notes for use within the Passwords app. When you have finished, touch Done in the upper right corner to save this entry.       Next time when you launch officeXtend, touch the Username field to bring up the keyboard. Then touch Passwords. This will bring up the list of stored passwords. Choose your officeXtend entry from the list and this will auto fill you username/password. Then touch Sign in to login to officeXtend.       ... View more

Product changes and fixes for Atlas On July 31 2025, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates Significant improvements to customer loading time  We’ve made some significant performance improvements to Atlas to help improve load times on the Customer’s tab and additionally, when loading a specific customer.    In doing so, we have changed what information we show for each customer.  The following changes are being applied:  Each customer account now appears on a single row of information. This significantly reduces the number of pages needed to display customer data, making it much easier to find specific accounts. With fewer rows to sift through, search results for a customer will now fit on one page.   The Address column has been removed from being displayed. The address shown in the column was the primary address regardless of where each user was located. Removing this helps reduce the amount of data to load, improving response times.  Moving Forward:  You can now search for a customer directly from the Customers tab using any of the following criteria: Company Name, Email Address, Primary Contact's First and Last Name, Primary Contact Phone Number, or Customer Status.    To locate a customer based on seat-level information (such as an End User’s First/Last Name or Phone Number), please use the Assigned Number Lookup tool found under the Tools menu. This feature will identify the associated customer and provide a direct link to their customer account page if a match is found. Larger customer accounts also load more quickly letting you help your customers faster.      UCaaS Update to moving locations for the Secure Voice service Changing locations on the Secure Voice service now requires that the service be unassigned from the user prior to the location change.       ... View more

On July 24, 2025, the Customer Administration Portal will be updated with enhancements and fixes.   Updates   Text-to-speech now supported for creating prompts The Announcement Repository now supports creating prompts using Text-to-speech. Select from 5 different voices, enter your text and then generate your prompt. You can then play it back to see how it sounds before uploading it to the repository. To get started, go to the Announcement Repository, choose Location, User or Service announcements and click Upload Audio File. A new Text To Speech tab has been added to this dialog.   Choose this tab, then choose a voice sample to play. Click the arrow to hear some sample text using each of the voices.   Enter the text you want for the prompt and click Generate.   Once the audio is generated, a wave file will be created. Click the play icon to hear your generated prompt or click download to save it locally.   When you are satisfied with how your prompt sounds, name the file so it’s easy to identify in your Announcement Repository.   Then click Upload to add this file to your list. Since this file was created in the Location Announcements and the SYSTEM group, the file will appear in Auto Attendant and Call Center menu selections.   When editing an Auto Attendant, edit the menu this prompt is for, and choose Browse for the prompt. Select it from the list and then click Save to assign this prompt to your Auto Attendant.   If you like a particular voice, you can type in and record all your prompts this way to you use a consistent voice throughout.     Admin controls for automatic setting of cover page per fax account An admin can now set a default cover page to use with each fax account. The admin can also choose to enforce only a specific cover page for that account. When editing the configuration for a fax account, a new default cover page section has been added.   To begin using this feature, move the Default Cover Page slider to On. Choose the cover page from your existing list that you would like to set as the default.     Note that with the Enforce option off, this acts like a recommended cover page in that when a user goes to send a fax, this will be the default to use. They can however choose a different cover page template if they would like or simply send with one. Click Save to use this default cover page configuration. If you want to enforce usage of a specific cover page, also move the Enforce default cover page option to On and click Save.   When a user selects this fax account to send a fax from, the default cover page is set and the user can’t select the other options such as Write cover page or No cover page, or change to a different cover page template. The user can edit the fields in the template if needed.   Note if this fax account is typically used for email-to-fax, the chosen default cover page should be a static cover page as the system will prepend the cover page to the emailed document before sending, but any fields are not filled in.       Incoming faxes will now show caller name When faxes are received, the Sender Name column will now be filled in with the available caller name. If the sending user does not have a caller name available, this may only show as City and State that the number is from. Previously this would always show as Enterprise Service.       Fax cover page editor now has print preview When creating a fax cover page template, you can now preview how the cover page will print. Click the printer icon to bring up the print dialog. The Print Preview option will let you view how this page will look in either letter or legal size. At the bottom of the dialog is a Print option. This option will bring up your operating system specific printer options if you would like to send it to a printer or print it as a PDF.       ... View more

Updates for nCommand Plus and homeXtend Plus rolling out week of July 28, 2025   Updates will been released for the nCommand Plus mobile and desktop apps that includes various bug fixes, along with feature updates. Additionally, the homeXtend Plus mobile apps will be updated with bug fixes and general improvements.   nCommand Plus Updates Updates  The client now supports a Logout option that will retain call records and other data. Logout will be available in the Settings page of the apps. Logging out will retain all user data including call history, etc. The DND button is removed from the main screen and is available in the Call Control tab. The "Local DND" option is no longer necessary with the introduction of logout.  The desktop client now supports Busy Lamp Fields (BLFs) in the same way that the mobile client does within the Enterprise contacts. If your account gets locked out, the client will automatically logout. You will need to reset your password before being able to log in again. Minimum iOS version is now 16.  Fixes  Fixes to messaging to improve how quickly messages are displayed in the desktop and mobile clients. Various other fixes and improvements.    homeXtend Plus Updates The client now supports a Logout option that will retain call records and other data. Logout will be available in the Settings page of the apps. Logging out will retain all user data including call history, etc. The DND button is removed from the main screen and is available in the Call Control tab. The "Local DND" option is no longer necessary with the introduction of logout.  Minimum iOS version is now 16 Various fixes and improvements.     If you have automatic updates on for the mobile apps, the app will be installed automatically during the release week. If the update has not been applied, open the App Store (iOS) or Play Store (Android) and check if you have any outstanding app updates to apply.   When released, the new version 2.7 desktop app for nCommand Plus can be downloaded here.   ... View more

Updates for officeXtend rolling out week of July 28, 2025   Updates will been released for the officeXtend mobile and desktop apps that includes various bug fixes, along with a feature updates.   officeXtend Updates    Updates  The client now supports a Logout option that will retain call records and other data. Logout will be available in the Settings page of the apps. Logging out will retain all user data including call history, etc. The DND button is removed from the main screen and is available in the Call Control tab. The "Local DND" option is no longer necessary with the introduction of logout.  The desktop client now supports Busy Lamp Fields (BLFs) in the same way that the mobile client does within the Enterprise contacts. If your account gets locked out, the client will automatically logout. You will need to reset your password before being able to log in again. Minimum iOS version is now 16.  Fixes  Fixes to messaging to improve how quickly messages are displayed in the desktop and mobile clients. Various other fixes and improvements.    If you have automatic updates on for the mobile apps, the app will be installed automatically during the release week. If the update has not been applied, open the App Store (iOS) or Play Store (Android) and check if you have any outstanding app updates to apply.   When released, the new version 2.7 desktop app can be downloaded here .     ... View more

On June 9 2025, the Microsoft Operator Connect portal will be updated with enhancements.   Updates   Ability to add Directory Listing to a number For Sinch Operator Connect, the ability to create a directory listing for a number has been added to the Customer portal. To add a directory listing, choose the number you want a listing for (this is typically one main number for your company), enable the Directory Listing option and enter the details. Click Validate to ensure the address is entered correctly and then click Update to save this directory listing.     Fixed an issue with Bulk Update Fixed an issue in bulk update operations where if fields like state or country were entered in lowercase, the validation would fail. Validation is now case insensitive.     ... View more

On June 9, 2025, the Customer Administration Portal will be updated with enhancements and fixes.   Updates 2FA Support for UCaaS Customer Administration Portal logins The Customer Administration Portal now supports adding 2FA (two-factor authentication) as an extra layer of security for your login. 2FA is supported through the use of mobile authenticator apps like Google Authenticator, Cisco Duo and Microsoft Authenticator. These can be downloaded from the app stores.  To enable this feature, login to your Customer Administration Portal. In the upper left just to the right of the logo is your account info. Click the drop-down arrow next to your name and click Account.   Next, scroll down to new Two Factor Authentication section, move the slider from Disable to Enable.     Once enabled, a QR code will be displayed.   Use a mobile authentication application like Google Authenticator, Cisco Duo or Microsoft Authenticator to scan the QR code. When you open the app on your mobile phone, the apps typically have a + or +Add option to add a new service. Touch that option, then choose to scan the QR code. The app will then enable your phone’s camera. Aim the camera at the QR code on the screen until the app picks up the QR code. Using a QR code is a quick and easy way to add this to your authenticator app.  The app will add this login to your list and generate a 6-digit code. Enter the code from the app and click Submit in the Enter the code here box. The account will now show Enabled.   The next time you log into the Customer Administration Portal, enter your username and password as normal. Then you will be requested to enter a 6-digit code shown in your authenticator app. Find the code next to the entry for your login. The codes have a short time-out, so you may need to wait for the next code to be generated before entering and completing your login.   Additionally, 2FA can be disabled and preserve your 2FA settings so it can be re-enabled later. The 2FA settings can also be deleted by clicking the trash can icon so you can start the process over if you decide to change your mobile authentication app.    Auto Attendant Transfer to Operator Update Fixed an issue with Auto Attendant menus where if "Transfer to Operator" was selected but then the transfer destination was set to *55extn, subsequent viewing of the Auto Attendant settings would show this as "Transfer to Specific Mailbox" instead. This will now correctly show "Transfer to Operator".   Improved fax quality for cover pages Improvements have been made to increase the quality of transmitted fax cover pages.   Fixed a minor issue with the large-port Grandstream ATA UI Fixed an issue where the large-port Grandstream ATA line assignment UI was showing some extensions available to assign even if the device was assigned to a location with no services.   Fixed minor issue with Auto Attendant submenu changes Under specific conditions, adding a "Transfer to Submenu" option, then disabling it, will cause all "Transfer Without Prompt" options to show as "Transfer With Prompt". This has been fixed.     ... View more

Product changes and fixes for Atlas On June 9 2025 , additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.     Updates   New email notification for unprovisioned E911 calls A new feature is being added to provide emails to you for any calls your users make to E911 that do not have an address provisioned. This is most common for customers using SIP Trunking where the E911 service is not properly configured within the customer’s premise PBX. A new E911 Contact will be added to Partner Setup->Contacts.   This contact will receive an email for any unprovisioned E911 call and will contain the phone number the call was placed from and the customer account the number is on. When you receive these, please reach out to the customer to help them get their PBX configured correctly. Unprovisioned E911 calls go to a central call center instead of the local PSAP.     Fixed issue with add-ons for Cloud Business Fax Fixed an issue where if a partner only had Cloud Business Fax services enabled in Partner Setup, then add-on sales orders would show no services available to add.   Fixed issue with editing the time zone for users When editing the time zone of an existing user, a user could choose “Please Select a Time Zone” as an option and save the change. This has been fixed.   Fixed issue with LNP Account Number field validation Fixed an issue when entering an LNP order where the field length of the Account Number was not being validated. An error will now be shown.     Port orders placed in Atlas for Operator Connect and others will now use the correct account for porting For products like Operator Connect, port orders that were placed in Atlas instead of the Customer portal were being placed on the wrong account. This has been fixed.   Fixed an issue affecting Enterprise SIP Trunking toll free port orders Fixed an issue in Enterprise SIP Trunking that was allowing a toll free port-in order to be placed when no toll free routing labels had been created yet.       ... View more