Webinar Summary & Highlights
PortaOne experts Klaus Haertel, Dmytro Lavraniuk, and Svitlana Melnychuk walked us through key new features designed to simplify onboarding, streamline call handling, improve analytics, and boost overall performance of the call center. Packed with hands-on demos and actionable insights, this session showed exactly how to turn powerful new tools into real business value. Check out the highlights below, or watch the full 1-hour recording to discover how your business can take advantage of these improvements.
Why Does This Webinar Matter?
With updates shared across various channels, this event brings everything together, offering a clear view of the latest features in PortaPhone and Cloud Call Center. To better understand your needs, we conducted a quick poll, revealing that most of you are using SMB-focused call center software like 3CX or RingCentral, followed by open-source or other solutions. This allowed us to tailor the session to address the real-world challenges you face.
Cloud Call Center improvements
Effortless Migration of Cloud Call Centers
Migrating call centers to a new solution is often time-consuming and stressful, but PortaSwitch simplifies the process. With the self-care portal, admins can bulk import agent extensions using a CSV file. This makes onboarding fast, accurate, and scalable—whether you’re moving dozens or hundreds of agents. A live demo proves how easy and efficient migration can be.
Real-Time Call Console
The real-time call console in the self-care portal is designed to make live call handling fast, smooth, and fully browser-based. It gives call center managers and agents powerful tools to manage calls on the fly—putting callers on hold, transferring them to the right team member, or instantly turning a one-on-one call into a group conference. This flexibility helps teams respond faster and solve issues more effectively.
The demo shows how the console updates in real-time with every call, letting managers monitor activity, track call durations, and take action immediately. It’s a major step forward in streamlining workflows and improving the overall customer experience.
Wallboard and Call Statistics
The new Wallboard and Call Statistics tools give call centers real-time visibility into performance. With a customizable layout and dark theme for easier viewing, managers can track key metrics like call volume and agent activity at a glance.
Widgets can be added to monitor specific stats or even embed other apps from the call center ecosystem. This helps managers quickly spot issues, reduce wait times, and keep operations running smoothly.
Plus, the live data on display boosts agent motivation and encourages team engagement through friendly competition. Watching the webinar recording you can find how easy it is to personalize the wallboard and switch to full-screen monitoring.
Call Queue Exit
PortaSwitch now makes it easy to improve caller experience with configurable Call Queue Exit options. Instead of keeping callers stuck in long queues, call centers can now offer alternatives—like leaving a voicemail or redirecting to another contact—once wait times get too long.
This simple feature reduces call abandonment and boosts customer satisfaction. It also helps agents by balancing workloads and reducing pressure during peak hours. The included demo shows how easy it is to set a ring group, giving call centers more control and flexibility to keep customers happy.
Automated Wrap-Up Scheduling
PortaSwitch now supports Automated Wrap-Up Scheduling, giving agents dedicated time after each call to log notes or prep for the next task—without rushing. This improves data accuracy and ensures better workload management. For call centers, it means more reliable reporting and less agent burnout, leading to higher job satisfaction and retention. From now on, managers can easily enable wrap-up time per ring group and fine-tune call distribution rules for agents in wrap-up mode, helping boost both efficiency and team well-being.
Stop/Resume Receiving Ring Group Calls
Now it is easier for call centers to pause and resume inbound calls for agents directly from the self-care portal. Whether agents need a quick break or focused work time, their availability can be adjusted with just a click.
Managers also benefit from real-time status updates on the wallboard, helping them monitor availability and optimize staffing. This improves call distribution, prevents overload, and ensures consistent service levels. With this improvement, both agents and managers can control call flow and track status changes instantly, boosting flexibility and operational control.
Supervisor Panel
The new Supervisor Panel in the self-care portal gives call center supervisors powerful tools to monitor and support agents in real time. They can listen in on calls, offer whisper coaching, or jump into calls when needed. This means better agent performance, quicker issue resolution, and improved customer satisfaction. A short demo showed how supervisors can log in, view live agent activity, and use features like spy, whisper, and barge-in.
Call Transcription
AI-powered call transcription, turning call recordings into searchable text using OpenAI Whisper. This saves managers time by making it easy to find keywords, check compliance, and spot training needs. Transcripts can be searched, copied, downloaded, and reviewed alongside the original audio.
The benefits? Faster call analysis, easier compliance checks, and smarter agent coaching. It’s a big upgrade for call centers looking to get more value from their recorded calls.
PortaPhone updates
PortaPhone offers a range of tools designed to boost call center performance: the Web Dialer for easy browser-based calling, the PortaPhone Web Widget for managing calls inside the CloudPBX portal, and the PortaPhone mobile app for iOS and Android.
PortaPhone Web Widget
The PortaPhone Web Widget simplifies call handling by integrating directly into the CloudPBX portal, so agents can manage calls, history, and contacts without switching tabs. This boosts efficiency and improves both agent and customer experience. Ongoing improvements will soon include support for both types of call transfers right inside the widget.
Real-Time Messaging
PortaPhone Chats brings real-time messaging into the PortaPhone environment, eliminating the need for external apps. It supports one-on-one and group chats, message history—making team communication faster and more organized.
Even more PortaPhone improvements
The latest PortaPhone enhancements focus on boosting usability and efficiency. The Web Dialer now features popup notifications so agents without headsets won’t miss calls. PortaPhone app introduces SMS integration—starting with Twilio and aiming for local carrier support. You’ll also now see call status indicators like “ringing” and “connecting” in the app, for better call tracking.
A new media settings tab lets agents adjust bitrate and codec preferences for improved call quality. These updates make call handling smoother and more intuitive, helping teams deliver better service.
Managing Operations via Mobile Devices
The second poll revealed that most call center clients, managers, or admins manage operations on mobile devices occasionally—weekly or monthly. This feedback is valuable and will help shape future improvements in PortaPhone and the CloudPBX portal to better meet real-world needs.
Special Offer
We’re excited to offer a 3-month free trial of our Auto Dialer for call centers! It’s currently in MVP status—fully functional and ready for real-world use. We’d love for you to try it out, see how it fits your needs, and share your feedback. If you’re interested, just reach out to sales@porta.one to get started.
Q&A Section
Q: Will AI replace call center phone systems?
A: AI won’t replace the human element anytime soon but can support tasks like translation. PortaOne is working on AI assistants for PortaSwitch using OpenAI’s API. These will handle basic queries but still transfer to live agents when needed. So, AI will streamline operations—not replace people.
Q: Are you planning to implement sentiment analysis soon?
A: PortaOne Workflows is used to handle this—transcribing calls with OpenAI Whisper, then sending those transcripts to AI (like ChatGPT) for analysis or summaries. These results can be posted to CRMs like HubSpot. So while sentiment analysis isn’t built into PortaSwitch directly, it’s already possible via integration.
Q: Is there a detailed feature list of available features?
A: There are two main portals: docs.portaone.com for full PortaSwitch feature documentation, and a separate portal for CloudPBX and Call Center with release notes and guides. You can also get a branded version hosted on your own domain.
Q: Can agents see the popup even when browsers are minimized or is it in browser popups and therefore agents should have the browser opened?
A: You can see this message if the browser is minimized. The only thing it should be supported on the operation system level, it should be allowed there.
Q: What are the possibilities of CRM integration?
A: CRM integration, including syncing call logs, time, and transcription, is possible through the Workflows engine, as long as there is an API available. PortaPhone Web Widget can be embedded into CRMs via an HTML snippet for click-to-dial functionality. Additionally, PortaOne supports HubSpot, Zoho, and Freshdesk marketplace apps, offering a branded solution for inbound and outbound calls with contact sync and call notes integration.
Q: How many calls per second is the Auto Dialer capable of?
A: It’s as powerful as your PortaSwitch is, because Auto Dialer is a simple web application that will connect to your PortaSwitch via call control API originating calls to predefined number configured per call campaign, and then it will simply call party A, connect it to party B, and off you go.
Q: What is the state of one of the most requested features from our customers, graphic reports?
A: Graphic reports are coming soon! First up: a call activity histogram showing call distribution over time. Next, we’ll add reports on key metrics per group and agent—helping call centers track performance, talk time, hold time, and agent availability.
Q: Is there an option for MSPs?
A: Of course we work with many different types of customers — CSPs, MSPs, and so on. Reach out to sales@porta.one for tailored assistance if you have any specific needs.
Q: Can we run API or SQL queries. If a client wants to check and validate the caller based on CLI with their own DB or API, is this feasible?
A: The current auto attendants don’t support caller ID lookups, but future AI assistants may allow custom tools to query external databases, enabling such functionality.
Q: In a PBX or call center setup, some customers have multiple DIDs so they can choose which number to use when making a call from the softphone, ensuring the correct caller ID is displayed. Is this supported?
A: The support for selecting caller ID before making a call is on PortaOne’s roadmap, allowing users to choose the originating number. Contact integration in the Web Dialer is also in progress, with access to a phone book. Additionally, phone book provisioning for Yealink IP phones is being developed to enable centralized contact management via CloudPBX.
Q: Does the Auto Dialer have the ability to check answered and unanswered calls?
A: The Auto Dialer can track answered and unanswered calls. It provides call statistics, and using PortaSwitch webhooks, it records call outcomes based on status changes, allowing users to assess campaign performance.
