Thirdlane 17.1.1 is available as a Platform Manager update. It is the current release of the Thirdlane Communications Platform and Thirdlane Connect.
This is the 17.1.1 announcement. It covers the main changes, not the full notes. Those are in Platform Manager and on What’s New.
The platform has a new name with this release: Thirdlane Communications Platform, with Platform Manager as the administration console (formerly Configuration Manager).
Team Panel and Telephony API
The Team Panel in Connect shows who is free, ringing or on a call, with parked calls. Users move calls by dragging, clicking or typing a name: transfer, park, send to voicemail or pick up. Safe transfers come back when nobody answers. Administrators turn it on per organization and control who sees and moves whose calls with rules and groups.
The Telephony API lets applications read live call state and place, transfer, park, pick up and hang up calls. API keys can be personal or integration keys with scopes and an expiry date, and outbound webhooks deliver call, presence, voicemail, SMS and WhatsApp events.
Meetings with AI
Meeting history in Connect shows recordings, transcripts, summaries, action items and talk time. Users schedule repeating meetings, invite attendees by email or from their own calendar, and get reminders. Live captions and caption translation use the AI services chosen in Meeting Settings or by the organization, and a transcript and summary can be shared with people or a channel. Recordings and transcripts can be stored in your S3 bucket, and links to them expire.
Web Chat
A Web Chat channel puts a chat window on your website. Chats go to a queue, one user or a private channel, with topic buttons, a privacy notice and your own colors, logo and language. Visitors can call from the browser or move to video. With AI Knowledge, Connect AI answers visitors from your text, web pages and PDFs and passes the chat to a person when needed. Agents see the visitor’s page and topic and can use Suggest a reply.
Ask
Ask answers questions about the platform from the documentation installed on your server, in Platform Manager and in Connect. Answers link to the help pages they came from. Platform administrators choose the AI service Ask uses, review questions in the Ask Log, and approve or correct answers.
Security and sign-in
Password Policy sets the rules for sign-in passwords, including a check against leaked passwords, and repeated failed sign-ins lock an account for the address they came from. Users see their signed-in Connect devices and can sign any of them out. Welcome emails and the user portal include a one-time QR code that signs users in to the Connect mobile app without typing a password, and the mobile app can sign in the desktop app or web by scanning a QR code.
Emergency calls
Emergency locations can list office networks and hot desking phones, so an emergency call uses the location of the network or desk it came from. When a user signs in from a network that is not a mapped office, Connect asks where they are. The Emergency Calls screen lists every emergency call with the location it used.
System Alerts and backups
System Alerts report failed backups, standby replication problems, expiring certificates and licenses, and failed Monit checks, and the system Dashboard shows a bar while critical or warning alerts are open. Backups can be stored in your S3 bucket, check the destination and free disk space before they run, and can be restored from a server directory, FTP or S3.
My activity and reports
My activity in Connect shows a user’s calls, queue calls and messages for any period, with CRM records and notes, and can email a summary of the week. Call history has a Missed tab. Scheduled report emails include a summary and a PDF with charts.
Also in this release
- Directory Services sync from Google Workspace, with staff photos from Google Workspace, Azure Active Directory and LDAP
- Fax detection for shared numbers, with faxes emailed as PDF
- Caller ID limited to the organization’s numbers, with the dial pad choosing another assigned number
- Help Address and Interface Text to point help links to your own pages and replace screen text
- Global Search opens with Ctrl+K (Cmd+K on a Mac)
Upgrading
Run the in-product update on a maintenance window. For the complete list, see What’s New. To talk through the release, request a demo or contact your Thirdlane partner.