Portal
Auto attendant with speech words
Prerequisites Access to the portal At least office manager access permissions An auto attendant in your call flow About Speech words allow you to configure your auto attendants to listen to for spoken commands instead of just dial-pad entires. You ...
Working with Text-to-Speech (TTS)
Prerequisites Access to the portal TTS Enabled and setup by your partner or tech support About Text-to-Speech (TTS) allows you to use high-quality voices to convert written names, prompts, and greetings into spoken words and phrases while avoiding ...
Multifactor Authentication setup
Please note, if you sign in with SSO you will bypass the MFA process Prerequisites Access to the portal Google authenticator app About Multi-factor authentication allows you to use Google's authentication services to add another layer of security to ...
Conference Bridge - Adding Participants using the Portal
Prerequisites: Access to the portal Access to a conference bridge. This KB will go through the steps of manually adding participants to a conference bridge. This is an alternative to the participant calling into the conference bridge. Users that ...
Site Manager
Site Manager - Device Defaults
Prerequisites: Site Manager or higher user scope Portal Access Access to the users sites. Accessing the Sites Defaults To add a device default to your site you will need to be logged into your domain. 1. Navigate to Users -> Sites. Here you will see ...
Setting up the Call back option on a call queue
Callback requests are only active for 1 hour, or they fall off and will not be actioned or triggered for a callback. Prerequisites - At least Office Manager rights - A call queue What is the callback feature? Callback is a feature that is exclusive ...
Working With Automated Attendants
Note - Please leave the Time Frame as "Default" when creating a new auto attendant. Since Oct 19, 2020 there is a more strict enforcement of DTMF not being allowed while an Intro greeting is being played. If you provide instruction for a user in the ...
Working With Conferences
This article will cover conference bridges and how to create and manage them. Prerequisites Adding new conferences requires an Administrator to action. Please contact support to get setup Displaying the Conferences Page All conference tasks are ...
Working With Users
This article goes over adding and editing user accounts. To see how to delete, reset or recycle users/ extensions see Article: Deleting, Resetting and Recycling Users Prerequisites Portal access with privileges higher than Office Manager scope. ...
Working With Active Calls
This article will explain the user interface on the Active Calls screen. Prerequisites Manager Portal access with Office Manager scope. Active Calls Page Call Graphs The left side of the Home page shows call graphs. These graphs display calls by ...
Quick Guide to Common Tasks
This article will cover some of the most common tasks that can be managed through the portal. Prerequisites Manager Portal access with Office Manager scope. Resetting a Password On the menu bar, click Click the name of the user that needs a password ...
Record a Voicemail Greeting
Prerequisites Access to the Manager Portal Basic User or Higher user scope A registered phone. Log into the portal and click on the Messages icon. Select settings, this will open up your voicemail settings, Under the section "Greetings", click on ...
Understanding the Admin Portal Interface
This article describes the Web Portal layout. Prerequisites Portal access with Office Manager scope, individual users can manage some select features by logging in under their own extension. Layout The top of the admin portal interface contains a ...
UCaaS Portal Features
Admin Portal: or Office Manager Portal provides a higher level of administration for your team. Answering Rules: This is a feature which can be accessed through our web portal and it will allow you to treat your incoming calls in the way that you ...
Uploaded Music on Hold is too loud
This article will help you lower the volume of your custom music on hold to match the rest of the system prompts. This process is known as normalizing. This can be done from most audio editing software, we will be using Audacity for this ...
Using Ringing (Ring Back) Instead of Hold Music
Prerequisites Access to the Manager Portal Office Manager or higher scope If you wish to use a ringing tone instead of music in your call queue, you will need to upload the attached .wav file to the music on hold for your call queue. Adding the New ...
Time of Day (TOD) Telephone Number Routing
Advanced time-of-day (TOD) routing is done from the Domain Inventory Tab for your telephone numbers. Prerequisites User scope of Office Manager or higher. Enabling TOD Feature A few quick options are all that are needed to route telephone calls ...
Call Center Reports and Statistics
This article goes over the call center statistics grid, and the dynamic reporting features. This article does not cover email reports, if you need information about Call Center Email Reporting please visit the KB for Call Center Report Emails. ...
Audio Codec for Music and Messages on Hold
Adding your own music for your domains Music and Messages on Hold can be anything you would like as long as long as it follows the correct codecs and bitrates. Prerequisites Access to your manager portal Audio Codecs MP3 or WAV u-Law, 8000hz, 64 ...
Barge, Listen In, Or Whisper On Active Calls
This article discusses the Whisper, Listen, and Barge features within the Portal. Prerequisites Call Center Supervisor scope A registered device for your user Listen In To A Call From the Call Center tab, click the speaker icon next to the agent you ...
Hotdesking
Hotdesking is a feature which allows for multiple office workers on different shifts to use a single physical workstation or surface as opposed to each staff member having their own personal desk. Prerequisites Devices that are to be used for ...
Line Test
When troubleshooting issues with your phones it is crucial that a Line Test is performed to assist in identifying network issues which could affect your Quality of Service. Using Line Test Navigate to the Line Test Website and once there enter your ...
Button Builder
Button Builder is an easy to use feature that allows BLF's, Speed Dials, and many more functions to easily be added to a supported phone. Prerequisites: Basic User or Higher User scope A supported device (Yealink, Polycom, Htek, Grandstream) Using ...
Portal SMS Features
This article covers how to send an SMS in the portal and briefly touches on SMS email notifications. Prerequisites An SMS Capable DID assigned to a user Email Notifications Enabled Sending an SMS Message in Portal Chat To send an SMS message inside ...
Shared Contacts
Shared contacts enables scopes of Office Manager and higher to add and edit a group of contacts that will be viewable to all users within a domain. All users can view the shared contacts within the contacts page and dock. Viewing and editing shared ...
Call Data Record (CDR) Scheduled Exports
Allows for the scheduling of Call Data Record (CDR) exports through the Portal. These exports can be sent via email, FTP, or SFTP, as well as directly downloading from the Portal. Rather than manually exporting the CDR information in the Call History ...
Taking a Phone Home
Taking a Phone Home 8 months ago Updated Depending on your office’s network configuration, you may be able to use your phone at home. Prerequisites A High Speed Internet connection, a routing device that supports port forwarding with administrative ...
Viewing Call History
Call history allows you to review, filter, and export call logs for greater analysis. Prerequisites Basic User access. Displaying the Call History Page All call history tasks are performed from the Call History page. To display this page, click the ...
Call Center Report Emails
Call center report emails give call center supervisors or office managers (with call center functionality enabled) the ability to request emails in a variety of formats and time windows. The emails themselves are brandable and customizable using the ...
Working With Inventory
The Inventory page allows you to manage your phone numbers and phone hardware. Prerequisites Manager Portal access with Office Manager scope. Displaying the Inventory Page All inventory tasks are performed from the Inventory page. To display this ...
Working With Music on Hold
This article will show you how to set Time Frames and how to configure them for optimal results. Prerequisites Manager Portal access with Office Manager scope. Displaying the Music On Hold Page All Music On Hold tasks are performed from the Music On ...
Working With Time Frames
This article will show you how to set Time Frames and how to configure them for optimal results. Prerequisites Manager Portal access with Office Manager scope. Displaying the Time Frames Page All time frame tasks are performed from the Time Frames ...
Working With Call Queues
This article will go over Call Queue creation, features, and management. Prerequisites Manager Portal access with Office Manager scope. Displaying the Call Queues Page All call queue tasks are performed from the Call Queues page. To display this ...
Greeting Only Mailbox (no messages allowed)
This article covers how to set up a greeting only mailbox Prerequisites Manager Portal Access with Office Manager Scope (and permission to add Extensions) Option 1: Via an Auto Attendant Note: This option requires a caller to call an Auto Attendant ...
Courtesy Phone Extensions
Prerequisites You will need a user to have a minimum of `Office Manager` level of permissions to make these changes. If you do not have this access, please contact support. Details Courtesy Phone Extensions allow you to associate certain low-use ...
Setup Multiple Handsets to a Yealink W60/W52 Base Station
Prerequisites Office Manager or Higher user scope The W52 base station is capable of having 4 handsets assigned to it, and the W60 is capable of having 8 handsets assigned to it. This KB goes over how to setup the additional lines required in the ...
Voicemail IVR Tree
This article demonstrates the options available to you from the voicemail menu prompts. Prerequisites A configured voicemail box Tree Diagram See here for the voicemail tree, a downloadable PDF is attached at the bottom of the page.
Deleting, Resetting and Recycling Users
Deleting Users If you no longer need a user, you can delete the user from the system. From the Users page, hover over the user, and then click the icon at the far right of the row. A confirmation prompt appears. Click Yes to delete the user or No to ...
The Auto Attendant Dial-Pad Menu
This article briefly covers each of the Dial-Pad menu items available in an Auto Attendant Prerequisites none The Dial-Pad Menu User = goes to a user (extension). Conference = goes to a conference bridge. Call Queue = goes to a call queue. Directory ...
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