Due to upstream vendor changes from both Microsoft and the core platform, we're moving the minimum requirements for systems using Teams Direct Routing as of September 1st, 2025, to now require the Granular Recording, SBR & Teams Direct Routing license for the system.

This means that newly ordered Lite systems after September 1st, 2025, will not have the ability to access the Direct Routing feature.

* Existing Systems Continued Support

Existing customers who utilize Teams Direct Routing and are not on the Granular Recording, SBR & Direct Routing license will be grandfathered in for one year and will not need to make a license change at this time.

As of September 1st, 2026, you will need to upgrade your license to continue usage of this feature.

A long-requested feature by partners, we're now allowing the ability to mix Lite users in alongside the other license levels such as View and Core. This provides a lower cost option for non-user devices such as panels and door control systems.

The following restrictions apply to any system with Lite users:

• Call recording is disabled for any Lite users
• The Lite users cannot be added into any call queues, and cannot be a manager of any call queues.
• No access is allowed to the backend Phone system console menu
• Lite users are not able to use 1stream features, and they will not show in any 1stream agent list

As part of the move from v18 to v20, we redesigned the Holiday Importer utility. This can now be accessed inside the Group > Holidays menu directly and no longer requires the View level of licensing.

You can find out more information in our article below, and if you'd like a country or holiday to be added to the list you can reach out to partners@bvoip.com and we'll see what we can do.

Holiday Importer 

A new Speech to Text setup is required to continue to use Google for Voicemail Transcription in v20, or to set it up on a new v20 system.

We recommend switching to the OpenAI transcription engine for voicemails, as the setup is easier and it provides higher quality transcription results.

See our article below for more details on how to configure either option.

Voicemail Transcription 

A major component of v20 is the update to how Phone System Hours are handled. Previously you would configure this as part of an independent “Inbound Rule” that could handle its own routing hours.

Going forward, hours are set at a Departments/Groups level, and numbers are assigned directly to that group.

Additionally, numbers can be assigned directly to a Call Queue, IVR, Extension, or Ring Group which should streamline number assignment.

You'll still find the Call Flow > Inbound Rules menu in the same place, however that acts as more of a reporting view on where numbers are assigned, and you can use the Clear DID function to remove them and reassign them elsewhere.

DTMF Input based IVRs, a very rarely used IVR type which allowed for double digit entry, have been removed in v20. We've added in the Call Flow > Call Scripts IVR menu which allows you to upload and edit a code-based IVR, which can replicate this behavior and do even more.

If you need assistance in configuring an IVR with more than 0-9 input options, please Create A Support Ticket.

One of the most requested features for the past few years, as a replacement for the deprecated Outlook Calendar Sync you can now directly synchronize your soft phone status with the Microsoft Teams client.

This can be configured one or both ways, and you can customize which statuses match to what to an extent.

Click the link for more details on that.

Sync Teams Status to Presence

You can now configure OpenAI for voicemail transcription as part of v20. This uses your own Platform account against their usage-based API, and you can control which model is used as well.

See our article below for more details.

Voicemail Transcription 

Customers of our 1Stream Enterprise license or higher can also perform Call Transcription with OpenAI which includes sentiment analysis and summarization.

The following features are now included as part of the integration to Google Workspace.

• Sync contacts from Google Workspace into the phone system
• Sync users into the phone system as extensions, like Microsoft 365
• Change phone system status based on Google Calendar status
• Send emails using Google Workspace API instead of SMTP
• Add Google ReCaptch support to login pages

Due to the low volume of Google Workspace customers, this is a lower priority item in the new v20 frontend. Some of these items may need the assistance of support to configure for Per-User or Lite licensed systems.

As part of the move to v20, a large overhaul was done on the Control admin portal which you use to administer your phone systems.

We've worked as hard as we can to maintain the same design and positioning for most features, however due to architectural changes some things had to be moved around.

Below are a few before and after pictures to get an idea of what has changed.

Homepage

v18

v20

 

 

Groups, Hours, and Holidays

v18

v20

 

 

Extension List

v18

v20

 

 

Extension Edit

v18

v20

 

 

Inbound Rules

v18

v20

 

 

Call Queue List

v18

v20

 

 

Call Queue Edit

v18

v20

 

 

For customers and partners utilizing the 1Stream integrations, the Progressive Web App (PWA) is still our recommended client for the best side-by-side view.

For end customers, the Windows Desktop App can provide some additional functionality while reducing some user's confusion around how Progressive Web Apps work and how to install it.

Key Improvements:

• You can read and reply to chat directly in the notification
• Users with Receptionist level rights can configure other users forwarding rules
• A new Focus on incoming calls option has been added
• You can adjust the ringer volume separate from the app volume
• It can pause media automatically on a new call
• Support for new Poly and Yealink headset APIs
• New Receptionist panel similar to the v16 app
• Full chat implmentation
• Access to call recordings

Check it out in the Microsoft Store below

3CX for Windows Desktop App

The Webclient/PWA, Windows Desktop App, and iOS/Android Mobile App have all been updated to include a Connection Quality Report which can help diagnose call quality issues with various networks.