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 built-in CRM with Contacts, Accounts, Leads, Lists, Activities, Tasks, Campaigns, and Deals. The CRM connects customer records with the Contact Timeline and contact-center messaging. WhatsApp Business account, phone-number, and template management integrates through Meta’s API, while voice, WhatsApp, SMS, and chat interactions can share the queue and agent workspace.
AI-powered voice intelligence runs as a platform capability. Post-call summarization, sentiment, action item extraction, QA scoring, entity recognition, and compliance checking are configurable per service. AI analysis supports OpenAI, Gemini, Anthropic, and OpenAI-compatible services. Transcription and text-to-speech can also use supported providers or custom executable adapters. A consolidated recording detail window presents the available transcript and analysis results.
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.