o1 Release Notes 27 - August 2026

CloudCall has released two new capabilities for the o1 platform:

1. Consent Management for Call Recordings — gives agents a prompt to capture a caller's consent before recording, and gives administrators a record of that consent for every call.
2. CloudCall Companion (C3) — an AI add-on that briefs agents before a call, tracks their call plan during it, and writes structured notes back to the call record afterward.

To ensure you have access to these new features, please update your CloudCall application to v989:

CloudCall Desktop App (Microsoft Store)

• Turn on auto-updates in Microsoft Store settings, or
• Update directly from the Microsoft Store

CloudCall Desktop App (Mac – App Store)

• Turn on auto-updates in Mac App Store settings, or
• Update directly from the Mac App Store

CloudCall Mobile Apps (iOS & Android)

• Turn on auto-updates in your device settings or app store, or
• Update directly from the App Store (iOS) or Google Play Store (Android)

Who this affects

No action is required from individual agents. Once enabled, both features appear automatically inside the screens agents already use.

Consent Management for Call Recordings

Two-party and all-party consent laws, GDPR, and CCPA all require you to tell callers a call is being recorded and, in many jurisdictions, to obtain their permission first. Consent Management builds that step into the call flow so agents capture consent at the right moment, and administrators can evidence it afterward.

Capturing consent on the call

• When a call connects — whether inbound or outbound — and recording is enabled, a prompt appears on the agent's screen with suggested wording.
• This wording can be customized.
• The agent asks the caller, then selects Confirmed or Declined to save the response.
• The answer is logged against the call, and recording proceeds according to your account's recording settings.
• If consent is declined, the call is not recorded, and the declined status is stored against the call.

Consent through conferences and transfers

• Consent captured on the original call carries forward automatically.
• Adding another internal agent to create a conference does not trigger a second prompt — the consent status already on record continues to apply.
• The same applies to warm (attended) and blind (unattended) transfers. The receiving agent's call screen updates to show the correct consent and recording status once the transfer completes.

Consent status — visible during and after the call

A consent status indicator appears on the Call screen while the call is live, and is retained in Call Details afterward, so anyone reviewing the call can confirm at a glance whether it was recorded with consent.

Recording settings that control the experience

Three admin-controlled settings determine whether a call can be recorded and whether recording starts automatically:

Consent reporting in Workspace

Admins and supervisors can review consent activity in CloudCall Workspace, under call activities. This supports:

• Internal and external compliance audits
• Identifying calls where consent was declined or not captured
• Monitoring consent capture rates across teams and individual agents

CloudCall Companion (C3)

CloudCall Companion is an AI service built natively into the o1 softphone. There is no separate platform to log in to and nothing for agents to install. Once a user is subscribed and enabled, conversation intelligence appears inside the softphone and the CRM contact record they already work in.

Note: Companion works only from calls that are recorded and transcribed.

Before the call — historical signals

Opening a contact with the Companion icon brings up a pre-call panel containing:

• Full interaction history
• An AI-generated relationship summary
• Historical sentiment
• Last-contact detail

From the same panel, the agent can build a call plan manually or choose from an administrator-created template setting the objective, key topics, and desired outcome — then dial directly.

During the call — stay in the conversation

The AI Assist button opens the in-call panel, keeping the call plan and historical context in view as the conversation moves. Agents can see:

• Objectives tracked live
• Historical signals on tap
• Notes captured in the background by Companion

After the call — the admin is already done

The moment the call ends, Companion turns the transcript into a structured summary including:

• Extracted insights
• A scored sentiment breakdown with a plain-English explanation
• Action items
• An assessment of how well the call plan was covered

The agent reviews and saves, and the structured notes sync to the call record and through to the CRM via the existing activity deeplink.

For supervisors — C3 Insights Dashboard

C3 Insights gives team leaders a team-wide view of call intelligence, including:

• Call volume, sentiment trends, and talk ratios across the team
• Quality flags
• The ability to ask questions of the call data in plain English, without building a report

Availability: C3 Insights Dashboard is delivered in a later phase. Speak to your CloudCall account manager for availability.

Getting Started

Consent Management for Call Recordings

No agent action is required. Your administrator confirms your:

• Call Recording (Company)
• Call Recording (User)
• Auto Call Recording

settings, and the consent prompt appears on calls from then on.

CloudCall Companion (C3)

Speak to your CloudCall account manager about a subscription. To get set up:

1. Confirm your account is on a Pro or Advanced plan with the Companion add-on.
2. Have your administrator enable call recording and transcription for the relevant users.
3. Assign the C3 Call permission to agents (and C3 Insights to supervisors once that phase is available).
4. Users then sign in to the o1 softphone as normal — Companion features appear automatically.

Please Note: Companion is AI and can make mistakes, please double-check responses