We’re announcing the release of Thirdlane Multi-Tenant PBX platform and Thirdlane Connect 16.1.1. This is a major release — the first 16.x version — and it lands available as an upgrade for existing deployments and as a new install on AlmaLinux 10 or AlmaLinux 8.
Now supported on AlmaLinux 10 (and AlmaLinux 8). Version 16.1.1 runs on both. AlmaLinux 10 is the current LTS, with a fresh 10-year support window, a modern kernel and toolchain, and the latest security baseline — we recommend it for new deployments and for any deployment planning a long-term horizon. AlmaLinux 8 remains fully supported through its EOL. If you’re running CentOS, RHEL, AlmaLinux 7, or considering a move from AlmaLinux 8 to 10, our team can plan and execute the migration with minimal downtime — contact us to coordinate.
The headline of 16.1.1 is the Omnichannel Contact Center: a single set of queues that handle voice, chat, SMS, and WhatsApp together rather than as separate channel silos. Agents work from one queue, with industry-standard After Contact Work, configurable pause and disposition codes, and a three-level policy inheritance model (Global → Tenant → Queue) that lets service providers set defaults centrally and let tenants override only where they need to. Closed interactions across every channel are reviewable from a new Interactions report with drill-down into client and agent history.
Alongside the contact center, 16.1.1 ships a full built-in CRM — Contacts, Accounts, Leads, Lists, Activities, Tasks, Campaigns, and Deals — provisioned automatically for every tenant. The CRM is wired into the contact center (a unified Contact Timeline shows every interaction per contact) and into the new messaging channels: bulk WhatsApp and SMS campaigns to static or dynamic lists, with timezone-aware scheduling and per-contact delivery tracking. WhatsApp Business is integrated directly through Meta’s API — Thirdlane is a WABA Solution Provider, not a reseller of someone else’s broker. Voice, WhatsApp, SMS, and chat all share the same queue and the same agent inbox, with every interaction landing on the contact’s unified timeline in the built-in CRM.
AI-powered voice intelligence runs as a first-class platform capability. Post-call summarization, sentiment, action item extraction, QA scoring, entity recognition, and compliance checking are all configurable per service. The provider model is pluggable: bring your own OpenAI, Anthropic, Azure OpenAI, Google, or AWS credentials, or drop in a Custom Speech Services script for on-prem and air-gapped deployments. A consolidated recording detail window puts the call summary, transcription, action items, and AI insights behind a single Details icon.
For organizations operating multiple sites under one umbrella, 16.1.1 introduces Multi-Site Organizations (Enterprises) — group multiple organizations as sites with flexible intra-site dialing schemes (each site keeps its own private extension plan), shared inter-site dialing via configurable prefixes or direct cross-site dialing, a unified directory, aggregate call limits, and centralized administration. Trunks scope to all tenants, a specific enterprise, or a single site. The new full Reports module covers calls, agents, queues, and the new Interactions surface, replacing the older fragmented reporting screens.
Thirdlane Connect gets a substantial refresh. Agents working in the new contact center get a multi-session workspace — multiple concurrent voice and message interactions, a customer panel with integrated CRM lookup, and inline AI summaries and transcripts on every recorded call. The look-and-feel update brings a unified slate-and-teal palette across web, desktop, and mobile, with per-tenant branding overrides for service providers who white-label. Connect is also more resilient under network instability — automatic reconnection with secure token-based session recovery, in-flight conversation persistence across reloads, and rotating refresh tokens on mobile.
On the security and operations side: OIDC single sign-on for both Configuration Manager and Connect (Okta, Azure AD, Google, Keycloak, Authentik), MFA enforced through your identity provider, masked credential UI fields, and per-tenant branding for the login screen. Secure Password Mode hardens credential handling end to end — user and administrator passwords are never displayed or stored in cleartext, administrators (including the super-admin) cannot view or retrieve another user’s password, and users and admins set and rotate their own passwords through email-triggered flows. New REST APIs cover the entire CRM surface, OpenAPI 3.1 specs are interactive (Scalar), and outbound + system webhooks deliver real-time events for provisioning, configuration, and communications.
The full release notes ship inside Configuration Manager. To talk through what 16.1.1 means for your deployment, request a demo or contact your Thirdlane partner.