Table of Contents
- Organization Level
- 5.1 Usage Statistics
- 5.2 Application Menu
- 5.3 Users
- 5.3.1 Bulk Import Users
- 5.3.2 Creating a New User
- 5.3.3 Scopes
- 5.3.4 Add Phone Extension
- 5.3.5 User Options
- 5.3.6 Hide System Users
- 5.4 Conference
- 5.4.1 Creating a new Conference Bridge
- 5.4.2 Dedicated Conference Bridge
- 5.4.3 Owned Conference Bridge
- 5.4.4 Direct Phone Dial
- 5.4.5 Leader PIN
- 5.4.6 Participant PIN
- 5.4.7 Minimum Participants to Start
- 5.4.8 Conference User Experience Options
- 5.4.9 Require a Leader
- 5.4.10 Prompt all participants for their name
- 5.4.11 Announce participant arrivals/departures
- 5.4.12 Conference Bridge Reports
- 5.4.13 Edit Conference Bridge
- 5.4.14 Delete Conference Bridge
- 5.5 Auto Attendants
- 5.5.1 Creating a new Auto Attendant
- 5.5.2 Intro Greeting
- 5.5.3 Menu Prompt
- 5.5.4 Dial Pad Menu
- 188.8.131.52 User
- 5.5.5 Options
- 184.108.40.206 Enable Dial by Extension
- 220.127.116.11 If no key is pressed
- 18.104.22.168 If unassigned key is pressed
- 5.6 Call Queues
- 5.6.1 Add Call Queue
- 5.6.2 Basic Tab
- 5.6.3 Pre Queue Options tab
- 5.6.4 In Queue Options
- 5.6.5 Managing Call Queue
- 5.6.6 Edit Agents
- 5.6.7 Edit MoH (Music on Hold)
- 5.6.8 Edit Queue
- 5.6.9 Delete Queue
- 5.7 Music on Hold
- 5.7.1 Adding Music on Hold to organization
- 5.7.2 Reprioritizing Music on Hold playing order
- 5.7.3 Music on Hold Settings
- 5.7.4 Enable Music on Hold
- 5.7.5 Randomize Music on Hold
- 5.7.6 Play introductory greeting
- 5.8 Inventory
- 5.8.1 Phone Numbers tab
- 5.8.2 Enable Time Frame
- 5.8.3 Caller ID Prefix
- 5.8.4 Notes
- 5.8.5 Filter
- 5.8.6 Export
- 5.8.7 SMS Numbers tab
- 5.8.8 Phone Hardware tab
- 5.8.9 Add Phone
- 5.8.10 Advanced tab
- 5.8.11 Export
- 5.8.12 SNAPbuilder
- 5.9 Call History
- 5.9.1 Filter
- 5.9.2 Export Call History
- 5.9.3 Monthly
- 5.9.4 Weekly
- 5.9.5 Daily
- 5.9.6 Custom
- 5.9.7 Allow run this export immediately
- 5.9.8 Email Notification
- 5.9.9 Options tab
The Homepage consist of your application selection at the top and widgets that display information regarding the domains activity as seen in figure 2.3 below.
5 Organization Level
When in your account level you can access the organization by click the Manage Organization Link as seen in figure 5.
5.1 Usage Statistics
On the home page of the organization level you will see the Usage Statistics
widget as seen in figure 5.1 which provides an overview of how many
- Current active calls your organization has connected.
- Total number of calls that have been made today and the total number of minutes used.
- As well out how many inbound and outbound SMS messages have been sent.
- Followed by the usage statistics for the month and the previous months totals.
5.2 Application Menu
At the top of the Manager portal is the application menu as seen in figure 5.2 Where you will see by default the options for:
The Users icon as seen in figure 5.3 will take you to the users center as seen in figure 5.3.a. This is where you can create and manage the users on your domain. Users are destinations we want to send calls to. Every person’s account, Conference Bridge, Auto Attendant, Call Queue in the organization is a User.
5.3.1 Bulk Import Users
The Import option as seen in figure 5.3.1 will allow you bulk import users from a CSV file. Shared Contacts will create contacts that will be shared across the organization for all users to have in the contacts.
5.3.2 Creating a New User
To create a new click the Users icon in the Manager
option. Here you will see the option to Add User as
seen in figure 5.3.1.
Clicking the Add User button will display the
Add User window as seen
in figure 5.3.2 and fill out the fields
with the collating information.
Scopes are a level of permissions we assign to a User which provide them access to various features. Clicking the scopes drop down as seen in figure 5.3.3 will display the various scope level that can be assigned to the new user.
22.214.171.124 Simple User
Has no manager portal access.
126.96.36.199 Basic User
Is a user that can login to the Manager Portal
188.8.131.52 Advanced User
Configures the user scope with an advanced user
184.108.40.206 Call Center Agent
Can login in and out of queues.
5.3.4 Add Phone Extension
The Add phone extension option will create a device under the phones tab.
5.3.5 User Options
After the User has been created you can then click on
the User and you will the tabs in figure 5.3.5 appear:
- Edit their profile information.
- Set their answering rules.
- Configure their voicemail options.
- You and add a new phone to the users account by clicking the Add Phone button.
- Edit or Delete an existing phone.
- The Advanced Options Allow you to Reset the User.
- Send a Welcome with a link to configure their password and voicemail pin
- Force Password Reset Allow you to change the user’s password.
5.3.6 Hide System Users
The Hide System Users option as seen in figure 5.3.6 will filter for just User’s accounts. Uncheck will display Conferences Bridges, Auto Attendants, and Call Queues user accounts.
The Conference icon as seen in figure 5.4 will take you to the Conference center as seen in figure 5.4.a, where you can manage your organization’s conference bridges.
Conference bridges are used to make conference calls. A telephone call in which someone talks to several people at the same time. The conference calls may be designed to allow the called party to participate during the call, or the call may be set up so that the called party merely listens into the call and cannot speak. The Conference icon will take you to the Conference Center where you can control your organization’s conferences bridges.
5.4.1 Creating a new Conference Bridge
You can create a new conference bridge by clicking
Add Conference button as seen in figure 5.4.a then filling out the fields displayed in the window.
5.4.2 Dedicated Conference Bridge
The Dedicated conference bridge options as seen in
figure 5.4.2 creates a conference bridge that only
you will be able to modify.
5.4.3 Owned Conference Bridge
The Owned Conference Bridge options as seen in figure
5.4.3 creates a conference bridge that the owner can
modify. For an owned conference bridge the system
will ask you for the extension of the owner.
5.4.4 Direct Phone Dial
The Direct Dial drop-down as seen in figure 5.4.4 is what you
will dial to reach the user’s conference bridge directly. If you
have available phone numbers, you can assign them to the
conference bridge by selecting them from the drop-down.
If you do not see any phone numbers in the drop down that means
there are no available phone numbers and one must be added to
the inventory by your administrator or you can select a number
already pointing to another destination and reconfigure to point to the conference bridge.
5.4.5 Leader PIN
The Leader PIN is what people who will be administering the conference bridge enter when joining the conference. Leaders can enter star codes to manipulate the behavior of your conference bridge.
220.127.116.11 Mid Conference Actions
|[*]6||Toggle Mute||Toggle Mute On/Off|
|[*]71||Start Recording||Recording On|
|[*]73||Stop Recording||Recording Off|
|[*]74||Dec Rx Gain||Decrease volume to participant|
|[*]75||Reset RxGain||Reset volume to participant|
|[*]76||Inc RxGain||Increase volume to participant|
|[*]77||Dec Tx Gain||Decrease volume to conference|
|[*]78||Reset TxGain||Reset volume to conference|
|[*]79||Inc Tx Gain||Increase volume to conference|
|[*]91||List Participants||To announce the list of active participants|
|[*]92||Toggle Announce On/Off||Toggle Announcement On/Off|
|[*]93||Disconnect All||Disconnect All Other Participants|
|[*]94||Toggle Conference Lock||Toggle Conference Lock|
|[*]95||Count Participants||To announce the count of active participants|
|[*]96||Mute All||Mute All Other Participants|
|[*]97||Unmute All||Unmute All Other Participants|
|[*]98[0-9][0-9][0-9][0-9]||Speaker Sign-On||Sign-on as Speaker|
|[*]99[0-9][0-9][0-9][0-9]||Leader Sign-On||Sign-ON as Leader|
5.4.6 Participant PIN
The Participant PIN as seen in figure 5.4.6 is what people that we just want to be able to join the conference bridge without having any elevated privileges and only be able to listen and speak when unmuted.
5.4.7 Minimum Participants to Start
Minimum participants to start will keep the music on hold playing until the minimum participants have joined the conference bridges.
5.4.8Conference User Experience Options
The Options as seen in figure 5.4.8 below let you control the user experience when a party joins the conference bridge.
5.4.9 Require a Leader
Require a Leader to start will keep the music on hold
playing for all parties until someone joins the conference
bridge and enters the leader pin.
5.4.10 Prompt all participants for their name
Prompt all participants for their name will ask the user to record their name and play the recording to people already in the conference bridge when joining.
5.4.11 Announce participant arrivals/departures
Announce participant arrivals/departures will play the recording of the user’s name when people enter or exit the conference bridge.
5.4.12 Conference Bridge Reports
After the conference bridge has been created you will see the option to run reports.
5.4.13 Edit Conference Bridge
Edit the conference bridge and allow you to change any of the options selected when creating a conference bridge expect the extension number. And the option to delete the conference bridge.
5.4.14 Delete Conference Bridge
To delete click the red x that appears to the right of reports and the edit option as seen in figure 5-4.
5.5 Auto Attendants
Auto Attendants icon as seen in figure 5.5 will take you to the Auto Attendants center as seen in figure 5.5.a. Auto Attendants are interactive voice recordings that allow callers to make selections in order to route their call to their desired destination.
The most common use case for an Auto Attendant is having the main company phone number pointed to an Auto Attendant. When callers then call into the business, they can be routed to the party they are trying to reach by listening to the menu prompt options or dialing a user’s extension directly.
Clicking the Auto Attendants icon on the top of the manager portal navigation options will take you to your Auto Attendant center.
Here you can Edit existing Auto Attendants, delete them, and create new ones.
5.5.1 Creating a new Auto Attendant
To add an Auto Attendant, click the Add Attendant button in the top right as seen in figure 5.5.1.
The Add an Auto Attendant window will appear as seen in figure 5.5.1.a.
Name the Auto Attendant and give it an extension. Note the extension cannot be changed once the Auto Attendant has been created.
Then select a Time Frame for the Auto Attendant to be in effect.
Click Add to create the Auto Attendant.
5.5.2 Intro Greeting
Once the Auto Attendant has been created Click the Intro to record the first message the caller will here.
Clicking on the speaker next to the Manage Greetings will display he Manage Greetings window as seen in figure 5.5.2. Here you can Upload a new intro greeting or record a new one. Then you can select a time frame for that message so it will only play during the selected time frame.
5.5.3 Menu Prompt
Clicking the speaker icon next to Menu Prompt option as seen in figure 5.5.3 will allow you to record a message letting callers know what digits will route them to what application or destination.
5.5.4 Dial Pad Menu
The Dial Pad Menu options as seen in figure 5.5.3 is where you configure what digits correlate with an application. When you select a digit, you will see the applications you can choose from. Click on a digit and you will see the applications you can assign to it. When clicking on a digit and selecting an application you can see the options you can configure the application with.
The User application as seen below will allow you to forward the caller to an extension on the system of another user. It will also give you the option to add a prefix to the call ID so the user that call is being forwarded to knows the call is being routed from an auto attendant.
The Conference option as seen below will allow you to forward the call to the conference bridge you enter into the Enter bridge name, extension option field.
18.104.22.168 Call Queue
Call Queues options as seen below allows the caller to be forwarded to a call queue.
- It also allows you to have the system announce the number of callers in the queue ahead of the caller.
- Or announce the average expected wait time.
- It also allows for a Caller ID prefix to be added so the agent in the queue knows the call was routed to them from an Auto Attendant.
Directory option as seen below sends the call to the company directory.
Voicemail option as seen below will forward a caller to the voicemail extension entered.
22.214.171.124 Voicemail Management
Voicemail Management option as seen below allows users on the system to enter their extension number and pin. Then they can check messages and manage their voicemail account.
126.96.36.199 External Number
External number option as seen below will forward the call to another telephone number.
188.8.131.52 Play Message
Play message option as seen below allows you to record a message that will be played to the caller. Then you can decide how to route the call after the message has been played.
Repeat Prompt will replay the menu prompt message.
184.108.40.206 Add Tier
Add Tier option as seen below will allow you to add another dial pad menu to the auto attendant.
Once another tier has been added you will see the same options except for Add Tier. As you cannot add another tier. And the option for the Previous Menu appears so the caller can route back to the original Auto Attendant level. You cannot add a tier to 0 or the star key.
The Gear Icon takes you to the options settings window for the Auto Attendant as seen in figure 5.5.5 where you can control the caller’s experiences.
220.127.116.11 Enable Dial by Extension
Enable Dial by Extension allows you to enable calling an extension directly from the Auto Attendant if the caller knows the user’s extension number.
18.104.22.168 If no key is pressed
Allows you to select a dial pad menu option, repeat the menu prompt recording, or hang up the call if no digit is pressed when the caller is in the Auto Attendant.
22.214.171.124 If an unassigned key is pressed
Configure what to do with the call if the caller does not press any digits when in the auto-attendant and what do to if the caller presses a key that is not configured in the Dial Pad
5.6 Call Queues
The Call Queues icon as seen in figure 5.6 will take you to the Call Queues center as seen in figure 5.6.a.
A Call Queues is place holders for calls to sit waiting to be answered. A call queue can be configured to ring multiple devices in a certain order or a parking lot for a call to sit and wait until someone retrieves the call.
To navigate to the Call Queues center, select Call Queues from the manager portal navigation icons. If the domain has any Call Queues configured, you will see them displayed here.
5.6.1 Add Call Queue
To add a call queue to the domain, click the Add Call Queue button as seen to the right in figure 5.6.1. You will be taken to the Add a Call Queue window Basic tab as seen in figure 5.6.1.a.
The basic tab will ask you for basic information needed such as the name you would like to give the queue and extension number. The Extension number cannot be changed once the queue is created.
126.96.36.199 Ring Type
The Ring Type controls how the call is sent to specific devices. Calls are sent to specific devices instead of users so their Answering Rules will not route to an undesired destination.
Routes callers to the available agent that has been idle the longest so the agents that has not received a call in the longest amount of time will receive the call.
188.8.131.52.2 Ring All
Simultaneously rings all available extensions in the queue. First agent that answers gets connected with the caller.
184.108.40.206.3 Linear Hunt
Linear Hunt calls agents in a predefined order. The order is defined when editing the queues agents after the queue has been created.
220.127.116.11.4 Linear Cascade
Linear Cascade routes calls to groups of available agents in a predefined order. The order is defined when editing the queues agents after the queue has been created.
18.104.22.168.5 Call Park
Call Park allows users to send callers to an extension to wait until the call is retrieved by the person sending the call o the parking lot or by another user on the system. Selecting Call Park will not display Pre Queue Options or In Queue Options. Nor will the options to select a phone number for direct dialing, recording calls, or collecting statistics.
22.214.171.124 Direct Phone Number(s)
You can select a phone number that will route directly to
the Call Queue being created if your organization has
any available phone numbers.
126.96.36.199 Record Calls
Setting Record calls o Yes will record all calls that are routed through the queue being created.
This option will collect statistics for the queue being created and provides information to the Call Center Supervisor.
188.8.131.52 Message to Agent
After the queue is created you can click the edit icon and the option to record a message that will be played to the agent every time the agent answers a call from the queue will appear.
5.6.3 Pre Queue Options tab
If you select any other ring type than Call Park the Pre Queue Options tab will appear as seen in figure 5.6.3. The Pre Queue Options are a set of conditions that must be met before the queue will accept the call. If any of the conditions are not met the call will be forwarded to the destination in the Forward if unavailable field.
184.108.40.206 Require Agents
Enabling Require Agents will configure the queue so agents must be signed in or the call will be forwarded to the Forward if unavailable destination.
220.127.116.11 Require Intro HOM
Setting Require intro MOH (Music on Hold) will play the first recording in the Music on Hold directory of the queue to the caller when they enter the queue.
18.104.22.168 Max Expected Wait
Max Expected Wait allow you to add a cap to how long the hold time can for callers.
If you set a time and the Max Expected Wait time and it is exceeded for a new caller entering the queue the caller will be sent to the destination entered into the Forward if unavailable field.
22.214.171.124 Max Queue Length
Allows you to set a cap of how many callers the queue can have waiting at one time. If a Max Queue Length is set and a caller attempts to join the queue it will forward them to the destination entered in the Forward if unavailable field.
126.96.36.199 Allow Callback Option
The Allow Callback options allow for callers entering the queue to save their place in the queue and receive a call from the system when an agent is available.
188.8.131.52 Forward if unavailable
The Forward if unavailable field forwards calls to the destination entered if the queue has reached it’s expected max wait or the max queue length limit has been reached. Clicking next will take you to the In Queue Options tab.
5.6.4 In Queue Options
The In Queue Option tab as seen in figure 5.6.4 allows you to control how the call is handled if the call meets all Pre Queue Options and the call is accepted into the queue. This tab will change based on the ring type selected.
184.108.40.206 Queue Ring Timeout (secs)
Queue Timeout is a time limit that can be set for how long a call will remain in the queue before being forwarded to the destination entered into the Forward if unanswered or voicemail of the queue. Moving he blue bar to the right will increase the amount of time in 5 second intervals. Move all the way to the right for unlimited. Which will permanently keep he call in the queue until someone answers or the call disconnects.
220.127.116.11 Agent Ring Timeout
Agent Ring Timeout allows you to configure how long each agent in the queue phone will ring before moving onto the next agent. This option will not display if the call type of the queue is Ring All.
18.104.22.168 Initial Agent Group to Ring
This option will appear if Linear Cascade is the selected call type. This adds an additional group of agents to ring when the Agent Ring Timeout is reached. The queue will ring the first group of agents and added agents with the chosen order or lower to simultaneously ring. You will see the option to assign an order to the agents after the queue is created on the Edit Agents page under the Order in Linear Hunt option that appears.
For example, if you chose 5 for Initial Agent Group to Ring and 5 for this option it will now ring all agents with the Order of 10 or lower. It will add 5 and ring all agents with that Order or lower on every Agent Ring Timeout that is reached. You will see the option to assign agents an order after the queue is created
22.214.171.124 Logout agent on missed call
Logout agent on missed call option as seen to the right in
figure 126.96.36.199 will log an agent out of the queue if a call from the queue goes unanswered.
188.8.131.52 Forward if unanswered
Forward if unanswered option as seen in figure 184.108.40.206 allows you to enter a destination for calls that are not answered. This could be another user’s extension number or another phone number.
220.127.116.11 Enabling Voicemail
Enabling Voicemail will create a voicemail box for the queue and allow callers to leave a voicemail if no Forward if unanswered has been set.
5.6.5 Managing Call Queue
Clicking Save will create the Call Queue. You will then see the call queue displayed with your other call queues. To the right of the queue name and extension you will see the ring type selected for the queue and an overview of how many callers and agents are in the queue. You will also see the options to Add Agents, Edit the Music on Hold, Edit any of the options selected when creating the queue excepts for the name or extension number, and delete the queue.
5.6.6 Edit Agents
The Edit Agent icon will take you to the Edit Agents page as seen in figure 5.6.6. Here you can add agents to the queue. Modify if they are able to receive calls and how many calls they can receive at one time.
18.104.22.168 Agent Phone
The Agent Phone field is where you enter the device of the agent you want to receive calls from the queue. You add agent’s specific phones you want to ring and not users so the users answering rules do not control how the call is routed rather than how the queue options are configured to route the call.
The Status has two option Online and Offline. If an agent is online they are able to receive calls from the queue. Offline will add the user however they will not be sent queue calls. This is useful when you want to assign Call Center Supervisors to a queue that you want them to manage however not take calls from.
22.214.171.124 Wrap Time
Wrap Time will not send the agent another call from the queue until that threshold has been reached.
126.96.36.199 Max Simultaneous Calls
Max Simultaneous Calls allows you to configure if the agent can receive multiple calls from the queue and how many total they can receive at one time.
188.8.131.52 Order in Linear Hunt
Order in Linear Hunt assigns the call queue agent to that position in the linear hunt order to ring.
184.108.40.206 Queue Priority
If an agent is being added to multiple queues, Queue Priority decides which queue will ring the agent when calls are waiting in multiple queues for the agent to answer.
220.127.116.11 Request Confirmation
Will inform the agent they are receiving a call from the queue and to press 1 to accept the call. If calls are routed to an off-net number and request confirmation is not enabled the phone receiving the call voicemail could answer the call preventing the call from going to the next agent in the queue.
18.104.22.168 Auto Answer
Auto Answer will have the call automatically answered by the phone being sent the call.
22.214.171.124 Save Agent
The Save Agent button will add the agent’s phone to the devices that will ring when there is a call in the queue.
After adding the agent’s device you can change any of these options by clicking the Edit Icon as seen in figure 126.96.36.199. You can also remove the agent’s device by clicking the delete icon.
5.6.7 Edit MoH (Music on Hold)
To the right of the Edit Agent icon on the Call Queues center page is the Edit Music on Hold Icon. Clicking the Edit MoH will take you to the queues Music on Hold directory as seen in figure 5.6.7.
188.8.131.52 Add music to queue
Here you can Add Music by clicking the Add Music button as seen in figure 184.108.40.206. Then selecting the audio file, must be in .wav or .mp3 format. Name the hold music and click upload.
The music will be played in a top to bottom format or randomized order depending on what was selected when the domain was created. You can reprioritize the order of the music by dragging and dropping it.
220.127.116.11 Settings Play introductory greeting
Clicking the Settings button will open the Music on Hold Settings window as seen in figure 18.104.22.168 and will allow you to configure the queue with an Introductory Greeting. A message that will be played to every caller before they are connected with an agent. You can upload an introductory greeting or have the system call you to record one. Name the greeting and click Save.
5.6.8 Edit Queue
To the right of the Edit MoH icon is the Edit Queue option as seen in the bottom right of 22.214.171.124. Here you can change any of the configuration options by clicking the name of the queue or the Edit icon.
5.6.9 Delete Queue
To delete a queue click the Delete icon option as seen in the bottom right of 126.96.36.199 and confirm you would like the queue to be deleted.
5.7 Music on Hold
Music on Hold is what callers hear when their call is placed on hold or waiting in a queue to be answered. Music on Hold can be applied to a specific User, specific Call Queues, or the entire organization.
Clicking the Music on Hold icon in the Manager Portal navigation icons as seen in figure 5.8 will take you to the Music on Hold for the entire organization as seen in figure 5.8.a. This is the music that is played if the user placing the call on hold has not added any music or if a queue does not have any specific music uploaded.
5.7.1 Adding Music on Hold to organization
Add Music button as seen in the righthand corner of figure in 5.8.a will allow you to upload music the entire organization can use. It must be in an .mp3 or .wav file format. Click the Browse button and locate the file on your computer and name the file, then click the Upload button.
5.7.2 Reprioritizing Music on Hold playing order
After the files have been uploaded you can drag and drop the song in the order you would like them to play. Songs are played in a top to bottom order unless the organization has Randomize Music on Hold enabled.
5.7.3 Music on Hold Settings
Clicking the Setting button on the Music on Hold page will open the Music on Hold Settings window as seen in figure 5.7.3 below.
5.7.4 Enable Music on Hold
Clicking this option and adding a check mark will enable Music on Hold. Unchecking it will stop music on hold and callers will just hear ringing.
5.7.5 Randomize Music on Hold
Enabling this option will have the music on hold files play in a random order. If this option is not enable music will played from the top to bottom order the files are listed in.
5.7.6 Play introductory greeting
This option will allow you to play a message to caller entering the queue before they start ringing agents in the queue to be answered.
188.8.131.52 184.108.40.206 Greeting Name
The Greeting Name is the name of the file being uploaded or recorded as the introductory greeting message.
220.127.116.11 18.104.22.168 Length
This tells you how long the introductory greeting is.
22.214.171.124 126.96.36.199 New Greeting
Here you can select the options to upload an introductory greeting or record a message by having the system call you at the destination entered.
The Inventory icon as seen to the left in figure 5.8 is where you can control where Phone Numbers are routed for voice calls and SMS messages. This is also where you can configure devices to user’s accounts. Clicking the Inventory icon will take you to the Inventory Phone Numbers tab as seen in figure 5.8.a
5.8.1 Phone Numbers tab
This will take you to the Phone Numbers tab where all the Phone Numbers available to your organization are listed.
Clicking the Edit icon next to the phone number as seen in figure
5.8.1 will allow you to change control what or application will be handling the call.
The treatment drop-down as seen in figure 188.8.131.52 allows you to select what application is going to be handling the call such as a User, Call Queue or Auto Attendant.
Once the Treatment has been selected from the drop-down a User field will appear and allow you to enter the user’s extension as the destination.
184.108.40.206 Available Number
This option will keep the number available and will have the phone number appear in the drop-down for application options offer for a direct number to be selected.
User will allow you to select a user’s extension in the organization to route the calls to.
The conference will allow you to select a conference bridge to send the call to.
220.127.116.11 Call Queues
Call Queues will allow you to select a call queue to route the phone number to. It will also let you select the options to:
18.104.22.168.1.1 Announcement for callers:
22.214.171.124.1.1.1 No announcement
will not play any announcement to the caller being routed to the queue.
126.96.36.199.1.1.2 Announce number of callers in queue
Will let the caller know how may number of callers in the queue are ahead of them.
188.8.131.52.1.1.3 Announce average expected wait time
Calculates from the previous call how long it expects the new caller to wait before reaching an agent and provides the caller with an estimate wait time.
Selecting Voicemail as the application will allow you to send the caller to a voicemail box of a user on the system. You will also see the option Enable enhanced voicemail appear. When enabling it will allow the caller to press 0 to be routed out of the voicemail box.
184.108.40.206 Auto Attendant
When selecting Auto Attendant the Auto Attendant field appears which will allow you to select which Auto Attendant you would like the call routed to.
220.127.116.11 SIP Trunk
SIP Trunk will allow you to route calls to another SIP trunk if any are configured for your organization.
18.104.22.168 PSTN Number
This option allows you to route the call to another phone number for the call to be sent to. Helpful if you need to route calls to a 3rd party call center.
5.8.2 Enable Time Frame
The Enable Time Frame Option will allow you to configure the phone number to route the call to different destinations throughout the day based off the time frame selected. After selecting yes as seen in figure 5.8.2 the Select time frame for new rule and Timezone drop downs appear. Here you select a time frame from the drop down then select the application and destination you would like the call routed to.
5.8.3 Caller ID Prefix
You can add a prefix to the caller ID before sending it to the destination to help rely information to the person receiving the call such as which telephone number the call came in over.
Notes allow you to add a description to the telephone number that can help you identify what this number is used for in the future.
The Filter button as seen in figure 5.8.a allows you to search for Phone Numbers based on the Phone Number, Treatment, Destination, or Status. Clicking the filter button will display the Phone Number Filters window as seen in figure 5.8.5.
You can also Export your Phone Numbers into a CSV file by
clicking the Export button as seen in figure 5.8.6 and saving the file to your computer.
5.8.7 SMS Numbers tab
The SMS Numbers tab as seen in figure 5.8.7 will allow you to point numbers provisioned to allow SMS messages to a User’s extension number on the system.
Clicking the edit to the right of the number will bring up the Edit window as seen in figure 5.8.7.a
and allow you to select the destination you would like to route the SMS messages to.
5.8.8 Phone Hardware tab
The Phone Hardware tab as seen in figure 5.8.8 below, will list all the devices configured on your organization.
5.8.9 Add Phone
You can add phones to your organization and point them to Users by clicking the Add Phone button as seen in figure 5.8.8 above. When you click on the Add phone button the Add Phone window will appear as seen in figure 5.8.9 below.
Selecting the Model of the device we want to add. Then entering the MAC Address of the device. The user field will appear and allow you select a user you would like to associate the device with.
The Notes field allows us to add additional information we may find helpful.
5.8.10 Advanced tab
The Advanced tab appears after selecting the device as seen in figure 5.8.10.
The directory drop down as seen in figure 5.8.10 allows for you to configure if the device display by first name or last name. If you would like to use the company directory or your favorite contacts displayed on the device directory.
After the device has been created you can click the Edit icon and The Advanced tab will appear allowing you to configure the device with a Directory.
Override field as seen in figure 5.8.10 allows you to add device manufacture overrides to the device configuration file to enable or manipulate features the device manufacturer offers.
The Export button on the Phone Hardware tab allows you to Export your list of devices into a .csv file. You can also Import a .csv file to bulk create extensions.
The SNAPbuilder icon as seen in figure 5.8.12 will take you to the SNAPbuilder as seen in figure 5.8.12.a and allows you to configure the device line keys with:
- Line Appearance
- Shared Line Appearance
- User BLF
- Call Park
- Speed Dial
- Queue Toggle
- Time Frame Toggle
5.9 Call History
The Call History icon as seen to the left in figure 5.9 takes you to your Call History which is a list of all the calls made to and from your organization as seen in figure 5.9.a.
The Filter button as seen in figure 5.9.a will open the Call History
Filters window as seen in figure 5.9.1 and allow you
to filter for calls from a specific:
- Caller Number
- Dialed Number
- Call Type
So only those calls that met the Filter criteria are displayed.
5.9.2 Export Call History
To export the call history into a csv file click the Export button as seen in figure 5.9.1.
You can also configure a scheduled export to be set by clicking the Scheduled Exports button. After clicking the button the Schedule New Export window as seen in figure 5.9.2 will display.
On the Schedule New Export page, you will see the field to name the scheduled export.
Then the Type of export:
Will let you select the Day of the month.
Will let you select the Day of the Week and Time of Day to Start
Which will allow you to select the time you want the report started.
Will allow you to select the period of time you want to capture. The time you would like the export to start. The Time Zone you want the export call times to be in. Then allow you to configure if you would like the export to repeat and at what interval to repeat.
5.9.7 Allow run this export immediately
Run this export immediately will send an export as soon as the scheduled export has been created.
5.9.8 Email Notification
Will send the email address entered an email letting them know the schedule export has run.
5.9.9 Options tab
The options tab will allow you to filter for just a specific extension. Select if we want the export to include Inbound Calls, Outbound Calls, Headers, or filter for Off-net Calls Only. You can select the format of the csv file.
After the Schedule export has been created you can edit any of the options by clicking the edit icon. Download the scheduled export.
What you`ll learn:
- Work with sales Xinix
- Customize your account to fit your company`s needs
- Get your team set up
- Sync your emails, contacts and calendar