1Stream: calls, queues and coaching from your phone system

1Stream by BVoip runs your business phones. Current reads your calls, your queues and 1Stream's call analysis, matches each call to the company and person it was with, and puts what matters on the records your team already works. Current only reads 1Stream, apart from three things a person presses and a tenant admin turns on: ring your own phone to dial a contact, log people in and out of queues, and page your on-call rule.

1. 1
   Create a Client API key

   A 1Stream admin opens the 1Stream Admin Portal, goes to Administration > Manage Organization > Client API Keys and creates a key named Current. 1Stream shows the key once, so copy it now. Your account needs 1Stream Core or higher.
2. 2
   Paste it into Current

   In Settings > Integrations, open 1Stream by BVoip in the Phones group and press Set up 1Stream. Pick your region (North America if you sign in at portal.1stream.com, Europe or Asia Pacific if you sign in at portal-eu.1stream.com), paste the key and press Connect. Current checks it with one read of today's calls.
3. 3
   Send calls as they happen

   Press Make the address and copy it. In 1Stream open Administration > Manage Organization > WebHook Registrations and add one registration for each event: CallRinging, CallConnected, CallEnd and TranscriptionReady. Call your main number from a mobile and the setup shows it arrive. You can skip this; calls then arrive every 5 minutes and nobody sees an incoming call card.
4. 4
   Match your team and your queues

   Check that each 1Stream extension belongs to the right person. Put each queue in a pod, set its answer target, and tick any after hours or on-call queue and any test queue. A queue in no pod is called out until you pick one.
5. 5
   Make your choices

   Choose who writes call time to your PSA, set the callback target and the unhappy call alerts, and confirm that your greeting tells callers calls are recorded. Then press Turn on.
6. 6
   Watch your partners' phone systems (optional)

   Later, open the setup's last chapter, sign in to 1Stream's Control API (which 1Stream calls the Partner API, at controlapi.bvoip.net) on 1Stream's own page with read access, and match each phone system you resell to its partner.

1Stream marks a call answered when a queue picked it up, which includes calls that went to voicemail. Current counts a call as connected only when a named person on your team spoke with the caller: an extension that belongs to a person, and talk time above zero. A call that reached a voicemail box is voicemail, and everything else is abandoned. Only connected calls credit an engineer, get coaching, or count as answered on any board or report. A caller who hangs up within the missed-call threshold (10 seconds by default, counting the greeting) is treated as a wrong number: it is shown, never hidden, and it costs no queue and owes nobody a callback.

If 1Stream already writes call time into your PSA, choose 1Stream logs call time and Current makes no time entry for calls. If you choose Current logs call time while 1Stream is still linking calls to your PSA, setup asks you to turn off 1Stream's time entries there first, because otherwise the same call is billed twice. Time already in your PSA is never changed.

A missed, abandoned or voicemail call from a number that is not one of your own owes a callback, one per number at a time; a second miss adds to the first. It belongs to the pod that serves the company and is due within your callback target (60 minutes by default). It closes itself when someone reaches that number for 20 seconds or more, or when the caller calls back and is answered. Anyone can also mark it Reached another way, or Not needed.

When the call ends, the call card says Wrap up your call. Press it and Current shows the ticket it thinks the call belongs to (the one you had open when you answered comes first, and each choice says why it is there), the note it wrote from the call, the next steps and the time. Change anything, then press Save. The note goes on the ticket as an internal note, the time is logged through the desk's own time entry, and each next step becomes what you picked: part of the note, a to-do for you, or a callback with a due time. Undo works for 10 seconds.

Tick Also send a summary and, after Save, the ticket opens with its Reply box holding a short summary of the call and the next steps, written for the caller. Nothing is sent until you read it and press Send. If the Reply box already has your words in it, Current leaves them alone and adds nothing.

1Stream scores each analysed call's mood from 1 to 10. A call at or below the low threshold (6 by default), or one Current reads as frustrated or angry, tells the company's account manager through Hot tickets, and a call at or below the severe threshold (3) does too, at once. Changing a threshold applies to new calls only.

Where the service desk is on, the desk's row gains a Calls tab once 1Stream is connected and coaching is on. Mine lists your own calls of the last 30 days with your coaching. Pod is for the lead of a pod: the pod week, coaching moments, call of the day and call of the week, the long-wait review and each person's figures, sorted by name. All calls is for service managers and tenant admins: team averages only. Without a 1Stream connection the tab is not there at all.

• Callbacks owed to you, and the unassigned ones of your pods, sit in Your work beside your tasks and tickets, in the same order of what is most urgent, with their due time as the deadline: Call back Maria Lopez, Harbor Dental, missed 9:12 AM, due 10:12 AM. A Call button rings your phone first, then dials them. A callback past its time moves up as overdue.
• Calls to wrap up shows the calls you answered that are not on a ticket yet, each opening its wrap-up. It is not there when there are none.
• One quiet line gives your coaching for the last 7 days, for example Coaching for 6 calls in the last 7 days, average 4.3 of 5, with a link to Calls. It shows only to you.

The Service report gains a Phones section for the dates you pick, compared with the period before: calls in and out, answer rate (calls a person answered, out of the incoming ones), service level, average wait with the time 9 in 10 calls were answered within, abandoned calls (voicemail and wrong numbers shown apart), callbacks on time, incoming calls by hour, and how many calls were put on a ticket. Scheduled PDFs read it as the person who receives them. Coaching is never in a report.

Every Phones metric is a count with no caller named, so all seven show on a TV dashboard too; on a TV, Phone service level shows today only. Four scorecard numbers can be given to a person or a team: Phone answer rate, Callbacks on time, Average phone wait and Team call coaching average. A person's own coaching average is never a scorecard number.