Portal
Adding Agents to Call Queues
This guide will go over adding agents to Call Queues and configuring them for those Queues. Prerequisites Call Center Supervisor or higher scope Access to the Call Queues needed to be managed Adding Agents The Call Queues page allows you to add, ...
Recording Greetings and Menu Prompts
This guide will demonstrate how to record greetings and menu prompts. 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 intro ...
Adding Custom Holiday Music On Hold
This article will provide you with the steps and files needed to add festive audio to your hold music. Prerequisites User Scope of Office Manager or higher. Backup Existing Music On Hold Backup your existing music by navigating to the Music On Hold ...
Setting up a PSTN Forward
This guide explains how to set up a PSTN (public switched telephone network) forward. Prerequisites Access to the portal Office Manager scope or higher Creating the PSTN Forward Select the Users tab and click Add User Enter in the required ...
DND (Do Not Disturb)
This article will go over the DND feature and how to use it. Prerequisites A Portal Account set up with an extension. Usage The DND feature can be activated a number of ways, for all phone models DND can be activated by dialing *78 and to deactivate ...
Basic User Training Video Series
This article holds a series of short videos demonstrating the features in the portal and their location. Prerequisites Access to the business phone portal Videos 1. Intro 2. Manager Portal 3. Messages (All) 3.1 Voicemail Tab 3.2 Chat Tab 3.3 Settings ...
How do I configure and use Dashboards? (Wall Boards)
This article covers the configuration and usage of the Dashboard feature within the phone portal which allows you to create customized dashboards or wallboards for call center environments. Prerequisites A scope of call center supervisor or higher ...
SMS for Call Queues
This article explains the configuration and function of SMS enabled Call Queues Prerequisites SMS enabled DID Call Center Supervisor scope or higher Setting up SMS for a Call Queue Configure the call queue's SMS settings by entering the Call Queue ...
Office Manager Training Video Series
This article holds a series of short videos demonstrating the features in the portal and their location. Prerequisites Portal Access Certain features require Office Manager Scope or higher to access. Videos 1. Intro 2. The Manager Portal 3. Users 4. ...
Configuring Options for Call Queues
This article covers setting up the pre-queue options for call queues. Prerequisites Call Center Supervisor or higher permissions Configuring Queue Options Round Robin Round robin is a queue that routes callers to the available agent that has been ...