Sinch Community

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

The Since Voice Microsoft Operator Connect Portal The portal works in conjunction with your Microsoft Teams account to make it easy for you to self-manage your telecom services. From the Sinch portal, you can: Buy new local numbers Buy new Toll Free numbers Ensure a default 911 address is available for each number Add CNAM to each number Enter your own orders to port in numbers you may already have that you would like to use with the service Create accounts for other users in your company that you would like to help manage your services View call logs View your bills and Create support tickets with Sinch. Numbers you purchase will be automatically added to your Microsoft tenant and can be managed by you in your Microsoft Teams Customer Admin console, making our solution super easy for anyone looking to gain full control over day-to-day telecom operational needs.   Account Creation When your account is ready to use, you'll receive an email inviting you to create your portal account. The link in the email will take you directly to the account sign-up page.   Once you are signed up, come back anytime to: https://portal.sinchopconnect.com/ and login again to resume managing your services.     Dashboard The Dashboard displays the count of any numbers that are on your account and have been uploaded to your Microsoft tenant. NOTE: During the initial ordering processing, some numbers may already be on your account. You can review those and decide if you want to keep them or return them and buy new numbers.     Number Management The Numbers menu provides access to our extensive inventory of numbers across the US and Canada, as well as an extensive inventory of Toll Free numbers that you can add at any time. Above the list of numbers are three tabs: Local Numbers, Toll Free Numbers and Return/Restore Numbers.     Ordering Numbers To order new local numbers, choose the Local Numbers tab, then click Add Number(s) in the upper right. To order new Toll Free numbers, choose the Local Numbers or Toll Free Numbers tab, then click Add Number(s) in the upper right. Choose Toll Free as the Number Type. Extensive search options are provided to help you find the right numbers for your business.   Local Numbers To order US numbers, set the Country to US (default). The State list will be updated to include the 50 states and the District of Columbia. If you need Canadian numbers, set the Country to Canada and the State list will be updated to include the Canadian Provinces. Other options like Sequential let you retrieve a list of numbers that are numerically sequential by the last 4 digits. The Max Size defaults to looking for 10 sequential numbers. You can also search by Prefix or Rate Center. The Vanity search option lets you enter a Phrase and a Position on where the phrase should match.   Toll Free Numbers To order Toll Free Numbers, choose Toll Free as the Number Type. You can choose a Prefix to search, in addition to looking for sequential ranges or Vanity options as well.     Once you have a list of numbers that meet your search criteria, choose them from the list at the bottom, then click on Buy Numbers.   Adding 911 and Outbound Caller Name Once you choose Buy Numbers, you'll be provided an option to add E911 and Outbound Caller Name (CNAM for short) to the numbers. You can also change the E911 or CNAM for any number by going to Numbers, then clicking the individual number to edit the entries.     The E911 section will be automatically expanded. To add E911, move the Disable/Enable slider to Enable. The list of Civic Addresses is pulled from your Microsoft Teams Customer Admin console. Select from the list which address should be used for these numbers. Then click Validate to ensure that we can provide E911 services to this address. Don't worry. E911 will still be provided if the address does not validate. NOTE: E911 when used with Microsoft Operator Connect requires additional setup in your Microsoft Teams Customer Admin console so that E911 calls are properly routed. Consult your IT Administrator or Microsoft support specialist with details on how to properly configure E911 support.     Outbound Caller Name is a calling name service that allows the name to be delivered to the destination caller whenever a call is placed over the PSTN (public switched telephone network). Using this setting allows you to set the caller name (CNAM) to reflect your company name. Or, you can edit these later if needed to show the individual user's name that you man have assigned the number to. NOTE: This does not change how internal Microsoft Teams calls are presented to other Teams users. This service is only used when a call is placed with the dialer in the Teams client and the call goes out to an external destination.     When you are done setting the E911 and Outbound Caller Name options, click Place Order in the lower right to add these numbers to your Number inventory. The numbers will be automatically added and made available in your Microsoft Teams Customer Admin console.   Return/Restore Numbers If you would like to remove a number(s) from your account, go to the Numbers menu, click the specific number and choose Return Number at the bottom. This will remove the number from future billing. You should unassign the number from the User/Auto Attendant/Call Queue you may have it assigned to on your Microsoft Teams account prior to returning the number in the Sinch Voice portal. Any returned local numbers will still be available for a period of time to restore those to your account.   NOTE: Toll Free numbers cannot be restored once they are removed from your account. Make sure you really no longer need a Toll Free number before returning it.   The Return/Restore Numbers tab can be used to view numbers that you have returned. If the number is still available to be restored to your account, click Restore in the Action column and the number will be added back to your account.     Number Porting We'd love for you to adopt our service, so of course we've made number porting easy for you to do and fully under your control. Ordering and testing a few numbers on your account lets you determine how well the service will work for you and your employees. When are you ready to move your existing numbers over, click on the Port-In-Orders menu to begin. If you've had any previous port-in orders, they will be listed here including any complete or pending orders. Click the order number to open any existing port order.   Creating a Port-In Order To start a new port-in order, click the Create Order button.   Creating an order is done in a few steps. The first step is to make sure the numbers you want to move to our services are portable, that is, the numbers can be reassigned from your current carrier to us. On the first screen, enter the numbers that you wish to port. You have several ways to enter the numbers depending on how many. If you have a few, you can just type in the 10-digit numbers in the +Add TN box on the right. If you have them in a list such as in a column in Excel, you can select the entries and copy/paste those into the +Add TN box. The numbers should be 10-digit numbers without any 1- or +1- in front. Optionally, you can click "here" in Download Sample CSV here at the bottom of the left-side box. This will download a CSV template that you can then add in your numbers, then import. Once you have your numbers entered, click Validate TN in the bottom right.   The port-in availability status will be shown in the next section. If your number(s) is portable, the Is Portable column will be Yes. If not, No will be shown and a reason for why the number is not portable will be shown. You can only port numbers to our service that indicate Yes.     Click Port-In TNs to go to the next section. At the top, the list of numbers that are portable will be shown. The remainder of the entries are critical to getting your port order entered correctly and making sure the porting process is smooth. The information you are about to fill in provides us a Letter of Authorization, or LOA that allows us to submit a request to your current carrier to port your numbers. All information in this section must exactly match the information that your current carrier has. The best option is to get your current Bill Copy from your current carrier as this should have your current Account Number/Billing Telephone Number, correct Address and other information. The first thing to do is decide on when you want the number port to take place. For business numbers, this can take up to two weeks or longer for complex ports. Select a FOC Time Zone, and then choose a FOC Date and Time. FOC stands for Firm Order Commitment. This is the date and time you are requesting the port to take place. Your current carrier will need to accept this request and has up to 72 hours to do so. If your current carrier accepts your requested date and time, your numbers will port then. Optionally, you can select the On Demand check box. You must then select a FOC Time Zone and FOC Date. The On Demand option lets you trigger the number port operation any time during the agreed upon FOC day.     The next section can be filled out using your current bill copy. The information on the left must match your current carrier information. Any field with a * is required to be entered. Once you have entered the information, select the numbers in the column on the right, then click the right-facing arrow to move those over to the next column. Then click Next at the bottom to go to the order review page.   Review your port-in order to make sure the information looks correct and then submit the order. Once your order is submitted, it will now show in your list of Port-In Orders.   Reviewing Port-In Orders To check the status of your port-in order at any time, click the Port-In Orders menu. The Status indicates what state your port order is in. Pending means the order has not completed yet. Closed means the order is completed. For Pending orders, the details in the other columns indicate the progression of the order. If all your numbers have a FOC confirmation, then the FOCED column quantity will match the TN Quantity column and the FOC Date(s) column will list what date/time your current carrier has accepted. This will typically be what you requested. If your carrier has rejected your request, the number quantity will be listed in the Rejected column. To see why the port request was rejected, click the Notes icon on the far right to review any order notes. To fix up any information, click the Order ID, then click Update to make changes and resubmit. When the port has completed, the numbers will be shown as Activated and the order status will move to Closed.     NOTE: When your numbers complete the porting request, they will be added to your number inventory but are not assigned to any service. This means customers calling those numbers will not reach anyone since they are no longer routing to your previous carrier. At this point, you must go into your Microsoft Teams Admin console and assign the numbers to their respective services for call routing to complete.   Orders The Orders menu will show a history of any number orders you've placed on your account.   User The User menu allows you to create additional users at your company that you may want to help manage your account. To add users, click Add New User in the upper right.   Enter the email address and name of the user you want to invite. If you want them to have Admin access, check the Admin Access box. Then click Send Invitation. The user will receive an email inviting them to create their account.   Call Logs The Call Logs menu will let you view, search and download your call history. The calendar, From Number and To Number fields can be used separately or in conjunction to help narrow your search. Use the Search button to find the call logs matching your search options. Click the Download CSV button to receive an email with a link to download the call history matching your search options.     Billing The Billing menu is where you can see your past and current invoices. You will receive an email minder about your invoice when it is ready. Download your current invoice from here for details on remitting your payment for services.   Support If you have any issues with your voice services or this portal, click the Support tab, then click Create Case in the upper right. Enter a Summary and Description. You can also add in additional supporting documents like screenshots for example. Click Submit to submit your ticket. The Support tab is also where you can view your history of cases. You can communicate to our support team on any open tickets if you need to provide further details or submit additional supporting content.   NOTE: for any Teams-related issues, please open those with your IT department. We will not be able to assist you with issues related to your Microsoft Teams configuration. We can only assist with issues such as: Sinch Voice portal issues Call quality issues or call failure issues when calling out to the PSTN Incoming call routing issues where external callers are not able to call your Sinch Voice numbers Caller name delivery issues when calling out to the PSTN Number porting issues ... View more

On April 30, 2025, the Customer Administration Portal will be updated with enhancements and fixes.   Updates - UCaaS and Cloud Business Fax Introducing AIXtend  Introducing AIXtend, an intelligent AI agent for our Customer Administration Portal (CAP) developed to significantly improve user productivity.    Our first AI-driven feature is the new Fax Cover Page tool utilizing artificial intelligence to streamline content creation. Administrators can leverage this capability to generate initial fax cover page content, iterate on suggestions from AIXtend, or directly modify and save finalized versions as reusable fax cover page templates.  As an administrator, we’ve introduced a new Fax Cover Page menu in which you can build and maintain a set of cover page templates for your users. Use AI generation to help you get started!   See the user guide here.     Call Recording Server Updates  As part of this release, we are initiating the conversion of the call recording server we use in our platform. This should not have any impact on how you use the call recording service today, and the MP3 files will still be posted to your Customer Administration Portal account. Initially, only new customers will be provisioned with the new call recording server. Conversions for existing customers will occur slowly over the next 3-6 months.   May 1st: Akixi Call Center Reporting  We’re excited to announce that a new and improved Call Center Reporting experience is on the horizon! Designed to provide deeper insights, enhanced analytics, and a more intuitive user interface, this upgrade will offer a powerful, streamlined way to track and optimize call center performance. Stay tuned for more details in the coming weeks as we prepare to roll out this major enhancement. In the meantime, keep an eye on your inbox for onboarding information and key transition dates!    For a quick preview, go here.       ... View more

AIXtend is an intelligent AI agent for our Customer Administration Portal (CAP) developed to significantly improve user productivity.     Our first AI-driven feature is the new Fax Cover Page tool utilizing artificial intelligence to streamline content creation. Administrators can leverage this capability to generate initial fax cover page content, iterate on suggestions from AIXtend, or directly modify and save finalized versions as reusable fax cover page templates.     Creating a fax cover page template   A dedicated "Fax Cover Page" menu has been integrated into the administrative interface to enable the efficient creation and maintenance of these templates. Administrators can begin the template creation process by selecting the "Ask AIXtend" link.   Note: A Disclaimer dialog will always pop up on your use of this feature. Please read this carefully before using this feature.     Creating a fax cover page uses the latest generative AI models to help produce an initial version including templated fields for you or your users to edit when using the template.    All prompts are in the form of ”Create a fax cover page..”, with an example shown. Just starting typing what kind of cover page you want to generate in the prompt edit box and click Ask.     The suggested content will be generated for you.     Items that should be filled in by the sender are contained within brackets [], such as [Recipient’s Name] in this example.     Using AIXtend to iterate on your content   If you would like AIXtend to further enhance the content, enter any additional prompt requests in the suggest edits field, such as “Can you change this to a very positive tone” and click Ask.     Note that the AI generated content will nearly always need additional edits.     Saving your content as a fax cover page template   Once you click Save, you’ll be able save this as a template and then begin editing the generated content.       Before clicking Save Template, edit any content you would like. For example, you could copy/paste your company logo into the template and fill in any of the templated fields like company name or anything else that would stay the same regardless of who uses the template. Remove any boilerplate content and or content you don’t want. You could also just delete all the generated content and use the editing tools to build your own cover page template.   Once you have the template the way you want it, enter in a Template Name and click Save Template. This name will be visible to your end users, so name the template appropriately. As an Admin, you can always go back and make any further edits to this template.     Templates can be edited any time by an administrator by clicking the edit icon above, or deleted if the template should no longer be used.     How an end user can use a template when sending a fax   Users can use the templates any time when they go to send a fax. New options have been added to choose to write your own cover page (this does not use AIXtend), choose a template or go with no cover page. To use a template, select Choose Template, then select the one you want to use from the drop down.   A full set of editing tools are available to edit the template to include anything the user should replace prior to sending the fax, such as the recipient’s name or other items.   The Write Cover Page option lets a user copy/paste or create a cover page, though if there is something frequently used, an Administrator could add it to the template list.   Once all the fax fields are completed and the fax document attached, click Send to send the cover page plus fax document to the recipient number.        ... View more

NOTE: This feature will now be available on May 8th.   Setting up 2FA in the Atlas Portal    The Atlas 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.    This document will provide instructions on the key steps to successfully enabling 2FA for your Atlas portal account.    Atlas 2FA Setup    To enable this feature, login to your Atlas portal. In the upper right corner is a person icon where your Profile settings are contained. Click the icon.    Next, in the 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 Atlas, 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 Atlas entry in your list. 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.        ... View more

Product changes and fixes for Atlas On April 30, 2025 , additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates Reminder - Coming soon: Enhanced Call Center Reporting We’re excited to announce that a new and improved Call Center Reporting experience is on the horizon! Designed to provide deeper insights, enhanced analytics, and a more intuitive user interface, this upgrade will offer a powerful, streamlined way to track and optimize call center performance. Stay tuned for more details in the coming weeks as we prepare to roll out this major enhancement. In the meantime, keep an eye on your inbox for onboarding information and key transition dates!     Update: the Atlas 2FA feature will be available on May 8th     Atlas 2FA support for logins The Atlas 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 Atlas portal. In the upper is a person icon where your Profile settings are contained. Click the icon.   Next, in the 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 Atlas, 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 Atlas entry in your list. 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.           ... View more

Choosing Sinch as an Operator   To make Sinch your Operator, there is only one piece of information we require. That is your Microsoft Tenant ID. You will be asked for this during the onboarding process. Please do not provide this to anyone until you are working with your onboarding specialist. To retrieve your Tenant ID, you will need to access the Microsoft Azure Active Directory interface. This will require your Global Administrator to retrieve this information. To retrieve your Tenant ID, complete the following steps:   Log into the Microsoft Entra admin center.   From the Home page of the Entra admin center, click on the Azure Active Directory link.    On the Azure Active Directory screen the Tenant ID will be displayed. See the example below. Click on the “Copy to clipboard” icon to copy the Tenant ID. Your onboarding specialist will instruct you on how to send this to us.     If you would like to review what features our service provides, refer to our Microsoft Operator Connect Portal Guide . This guide provides documentation on all the self-service features we provide to you upon signing up.   Alternative Sign Up Method   List of Operator Connect operators Previously, in order for Sinch to provide your Operator Connect service, you would need to provide Consent for us to be your operator. This is no longer required. However, the list of operators will still continue to show in your Microsoft Teams admin center in the Operator Connect section. You can still complete this process if you would like to use this method to reach a sales contact.   In your Microsoft Teams Admin Center, go to the Voice section and click on Operator Connect. A list of operators participating in the Operator Connect program will be listed. Scroll until you find Sinch. Click this panel to go to the consent section.   In order for us to provide service, you must fill out the next section. This is a Microsoft requirement stating you are providing consent for us to contact you about providing services to you.   Complete the form and enter a valid email address and phone number that we may contact you at. Check the I accept the data privacy terms check box, and then click Add as my operator.   Sinch will now be listed in the My operators tab in your Microsoft Teams admin center. Completing the form will provide notification to us that you are interested in learning more about the services we offer. A sales person will reach out to you to understand more about your needs.   If you would like to review what features our service provides, refer to our Microsoft Operator Connect Portal Guide. This guide provides documentation on all the self-service features we provide to you upon signing up. ... View more

On April 7 2025, the Microsoft Operator Connect portal will be updated with enhancements.   Updates Added ability for an Operator Connect customer to update the civic address for a location For the Teams Operator Connect portal, you can now edit the civic address assigned to a location and choose a different civic address from the list. Additionally, if you have any locations that do not have a civic address defined, you’ll see a pop-up on login to the customer portal:   This might happen for the initial location that gets created. Simply choose what the civic address should be and save the change.   Fixed an issue causing some port-in failures with Teams Operator Connect Fixed an issue where after numbers were ported in, they did not initially appear in the customer tenant.   ... View more

On April 7, 2025, the Customer Administration Portal was updated with enhancements and fixes.   Updates - UCaaS and Cloud Business Fax   Reminder - Coming soon: Enhanced Call Center Reporting We’re excited to announce that a new and improved Call Center Reporting experience is on the horizon! Designed to provide deeper insights, enhanced analytics, and a more intuitive user interface, this upgrade will offer a powerful, streamlined way to track and optimize call center performance. Stay tuned for more details in the coming weeks as we prepare to roll out this major enhancement. In the meantime, keep an eye on your inbox for onboarding information and key transition dates!   Added Cloud Business Fax Virtual Number product A new virtual number product has been added specifically for Cloud Business Fax services. This product is used when a service is cancelled but you wish to retain the number, or you have spare numbers that you want to hold on your account that are not used for any services. The numbers will show in your portal in the new Cloud Fax Virtual Number section and are billed at a much lower rate.     Contact support if you would like to assign one of these numbers to a new service.     Improve fax portal latency Improvements have been made to decrease the latency between when a fax is received and when it’s available in the Customer Administration Portal.   Fixed an issue where after a E911 address update, the location was not updated on the map When updating the E911 address for a user, the main location map was not reflecting the updated location properly. This issue has been fixed.   Updated after hours menu text for Auto Attendants Improved the readability of the text description for the After Hours menu when creating menus for an Auto Attendant. ... View more

Product changes and fixes for Atlas On April 7, 2025 , additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.   Updates Reminder - Coming soon: Enhanced Call Center Reporting We’re excited to announce that a new and improved Call Center Reporting experience is on the horizon! Designed to provide deeper insights, enhanced analytics, and a more intuitive user interface, this upgrade will offer a powerful, streamlined way to track and optimize call center performance. Stay tuned for more details in the coming weeks as we prepare to roll out this major enhancement. In the meantime, keep an eye on your inbox for onboarding information and key transition dates!   Added Cloud Business Fax Virtual Number product A new virtual number product has been added specifically for Cloud Business Fax services. This product is used when a Cloud Business Fax Service is cancelled in Atlas, but the Retain option is chosen to keep the number on the customer’s account.   Once the service is cancelled, the Cloud Fax Virtual Number product will be added and the number assigned to the service. This will show in Altas in the Account Services section and also in the Customer Administration Portal in the new Cloud Fax Virtual Number section.   The number can be held on this product indefinitely until it’s needed again for a smaller monthly cost. If you have been enabled for selling Cloud Business Fax, this product will be added to your Partner Setup in the “Fax Only” section where you can set your pricing.     % Markup for Device and Products in Partner Setup A new feature has been added to Partner Setup to assist in keeping pricing easier and more consistent for the products you sell. For both Devices and Products & Services, you can now set a percentage markup that will be applied to all Devices, and separately, all Products & Services. The Partner Product Price is your list price that will show on sales quotes. You also have the option to apply the markup with no rounding or a simple round up to whole number.   This feature is primarily for those using Atlas to help generate quotes/sales orders for your customers.             ... View more