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Installing your Analog Telephony Adapter Installation   Installing your Grandstream HT801 Fax Line ATA (Analog Telephone Adaptor) unit is easy, and only takes a few minutes. Follow these simple steps. Plug one end of the included power adapter into a power outlet, and the other end into the ATA power port (DC5V). Connect one end of a Cat 5 patch cable into the internet jack on the rear of the ATA, and the other end into your Local Area Network (LAN). Using a standard telephone cord, connect your fax machine’s “Line In” port to the “Phone” or “FXS1” jack on the rear of the ATA unit. Your fax machine should now be ready to send and receive faxes ... View more

Using the Customer Administration Portal to Reset Feature Passwords Log into the Customer Administration Portal at vip.anpi.com as the user in question.  Password synchronization can only be done on an individual basis. 1 In the menu on the left, click on Location 2. Scroll down and click on All locations or select the location menu item 3. Click on Manage Phone System 4. Press the icon to the left of extension to re-sync Bill_Balvanz_0-1731446152549.png   5. You will be required to enter the same password used to log into the Customer Administration Portal. This will become the password (but not necessarily the username) for your web applications (such as officeXtend, Receptionist console, and Call Center consoles) ... View more

Setting up Voicemail to Email   This video explains how to set up voicemail to email:     The steps you need to take are further detailed below: Log into the Customer Administration Portal. Go to Locations > All Locations. Find the extension you wish to edit. Press the edit icon on the right hand side. Go to Messaging Tab. Scroll down to Unified Messaging. Turn the switch from Use Unified Messaging to Forward to Email if you want to ONLY receive emails. Keep the switch on Use Unified Messaging to use both the phone voice portal and have an option to receive an email. Confirm the email address in the "Email will be sent to" field IF you have selected Forward to Email. Enter the preferred email address in the "Forward a copy of this email to" field and turn it on IF you want a copy sent there, or if you have selected Use Unified Messaging. Click Save. ... View more

The OrkWeb client is a platform to monitor, store, and manage recorded calls. It is used with the Broadsoft service.   Agent Call Recording Use When the call recording service is added to a user, it can be configured to be Record All or Selective Record Calls. Record All: All calls (inbound and outbound, internal and external) are automatically recorded to the system. Selective Record Calls: In this mode, the agent must interact with their phone or soft client to turn the recording on, pause, and resume the recording. To Start Recording the Call: Place the call on hold then enter *44. Resume the call. To Stop Recording the Call: Place the call on hold then enter *45. Resume the call. To Pause the Recording: Place the call on hold then enter *48. Resume the call. To Resume Recording the Call: Place the call on hold then enter *49. Resume the call.   Recordings The first section is Recordings and is used to listen to recorded calls, live monitor calls as they are being recorded, and manage those recordings. Recordings > Browse This page allows you to see the recordings left by agents you monitor. Bill_Balvanz_0-1730307966893.png   Filters: Use the filter fields at the top left to search for the records you seek. Records: With the records found, you may play the recording with the Play Recording icon. Other actions include Download, Tags, Email, and Delete. Type: This indicates it is a recording, and the speaker icon here can be used to play the recording. ID: The system generated identifier for the call. Date: The date the call was recorded. Time: The time of the recording. Duration: The length of the recording, in seconds. Local Party: The SIP ID of the local seat that has the call recording service applied. Direction: Incoming calls will be listed with a green left-pointing arrow, and outbound will have a red right-pointing arrow. Remote Party: The phone number of the other party. User: The user name of the local party. Download: This icon will initiate downloading of the recording (in .wav format) Tags: Use this icon to view and apply tags. Email: This icon will send the recording via an internal email service (not a mailto link). Select: This box can be used to select multiple entries. Details: The carrot can be selected to open the details about the recording. Delete: Use this icon to permanently delete a record. Play Recording: When selected, a player will open in the top right corner. Bill_Balvanz_1-1730307966789.png   The player offers controls to play, top, adjust volume, skip forward and back, and adjust speed. You will also see the filename of the recording.  Recordings > Live The Live section allows you to listen to the recordings as they are happening.  Bill_Balvanz_2-1730307966807.png   User ID: The system generated identification number for the user. First Name: The first name of the user. Last Name: The last name of the user. Local Party: The SIP ID of the local seat that has the call recording service applied. Direction: Incoming calls will be listed with a green left-pointing arrow, and outbound will have a red right-pointing arrow. Remote Party: The phone number of the other party. Elapsed Time: The length of time since the last status update (beginning or end of a call). Comments: Any comments that have been left about the call. Tags: Any tags assigned to the call. Live Tags: Details about the assigned tags. Keep: Select to save the recording once the call terminates. Discard: Select to not save the recording once the call terminates. Listen: Press this icon to listen to the recording as it is happening. Details: The carrot can be selected to open the details about the recording. Bill_Balvanz_3-1730307966658.png   Recordings > Dashboard The Dashboard allows you to toggle four areas to show data in real time. Bill_Balvanz_4-1730307967019.png   Hourly Recordings Stats: Bar chart showing the time (in hourly intervals) of calls vs. historical averages. This will let you determine if the call volume varies from the average. Recordings Summary Stats: A chart with a macro view of the number of calls, call duration, and average call duration for Today, Last 7 Days, and Last 30 Days. Frequent Callers: Bar chart showing the telephone numbers and total calls for the most frequent callers. Recordings Per User: Data set showing stats for the users. Provisioning This section allows you to set up tags, groups, and users. Provisioning > Users Find information about existing users here. Users are created by the system when the call recording service is assigned and used. Provisioning > Groups Use this section to create groups and add users to them. Provisioning > Roles This section creates roles and edits the permissions of members in those roles. Provisioning > Tag Types Create and manage Tags in this section. System Finally, this section allows you to see all activity that has been performed on your recordings. System > Audit Trail This section shows activity within the system. Bill_Balvanz_5-1730307966727.png       ... View more

Exchanging DIDs in Atlas This will walk you through moving an assigned DID from one seat to a virtual number (in this case the Company Main Number) but can apply to any DID move/swap. First, we must assign a new number. Go to the Administration tab of Atlas and click on the filter button in the DID management widget. Filter by npa/nxx or rate center for this customer.   Write down the new number you want to assign. Go into the Customer Tab of Atlas.  Double click on any of the users in the appropriate group to get into the next screen that shows all the widgets. Go to the widget titled Features and Services and click on the tab that says seat packages. Find the desired user and click on the box on the left so that you turn on the buttons at the bottom of the screen. Click on the blue button at the bottom of the screen that says change DID.  You will get a new screen and will be able to type in the new number that you have written down in step 3. Click Validate. Click assign DID. Bill_Balvanz_0-1729538076835.png   The steps above completes getting a new number which will free up what is really the main number.  So now we need to mark the real main number as being available for use. Freeing up the main number that is now in aging. Click on the Administration tab. Filter on the DID When the number comes up click on the box to the left so that you highlight the buttons blue at the bottom of the widget. Click on the button that says Mark as Available Now we have the main number available to be used as it should be.  Go into the Customer Tab.  Double click on any of the users in the Lions group to get into the next screen that shows all the widgets. Go to the widget titled Features and Services and stay on the tab that says Account Services. Find Company Main Number and click on the box on the left so that you turn on the buttons at the bottom of the screen. Click on the blue button at the bottom of the screen that says change DID.  You will get a new screen and will be able to type in the number that was listed. Click Validate. Click assign DID. ... View more

Manage Music on Hold in the Voice Management Portal   To Modify Music on Hold Go To: Profile > Music on Hold Choose when to play music on hold. Enable Custom Music on hold and select the file from the drop-down menu.    Download Music on Hold Files ... View more

Overview of the features and benefits of the Receptionist Client Receptionist is a hosted client for use by receptionists or operators who manage and screen inbound calls. It is a feature-rich solution that is seamlessly integrated into the Hosted Unified Communications solution, and provides an easy, efficient way to monitor users and handle calls. Receptionist is set up and managed through the Customer Administration Portal.   Benefits Quick and Easy Set-up: Set up and configure the client with a few simple steps Anywhere Availability: The client is web-based, accessible from any web browser Flexibility: Provides the ability to monitor users’ line information on the fly Increased Productivity: Designed to be intuitive and follow the natural flow of a call (from left to right on the display), as well as improve business processes as only “valid” call-handling options are presented Real-Time Feedback: Professional call-handling is simplified, as critical line information is available in real time. Key Features Monitor Additional Lines: Monitor additional lines without being limited by the device — over 200 users can be pre-configured, and 100 users can be dynamically configured. Enterprise-Wide View: Allows the monitoring of users across different locations. Single Access Point: Easily configure certain features, such as Speed Dial, Personal Phone List, DND, Call Forwarding Always and more. Call Center Integration: Receptionist offers additional capabilities for call management when used in conjunction with Call Center. ... View more

Assigning distinctive rings for alternate numbers in the Customer Administration Portal Alternate numbers can be assigned in the Customer Administration Portal, and they will have the option to carry with them distinctive system-generated ring patterns. You must have an unassigned virtual number in order to create an alternative number. In the Customer Administration Portal, navigate to the Location section and locate the seat you wish to have the distinctive ring. Go to Manage Phone System (edit button) for the seat, then make sure you are on the Incoming Calls tab. Open the Alternate Numbers section. Turn the feature ON with the slide button. Add an alternate number with the drop-down menu below. Then use the Ring Pattern drop-down to select from the four system-generated options. Bill_Balvanz_0-1729536090463.png   Be sure to save the changes so they apply. Now, any incoming calls to the alternate number will follow the prescribed Ring Pattern.   ... View more

How to add the custom paging tags for Yealink Devices in Broadworks In order to enable the Yealink devices to perform device to device paging, some custom tags need to be added to the device profiles in Broadworks. Log into your portal Navigate to the Group you want to configure Select the Utilities menu from the left side Select Device Configuration from the Utilities Advanced menu Find the device and press the Edit link Navigate to the Custom Tags tab Press the Add button The following tags need to be added in the Custom Tag Add utility: Tag Name Tag Value %multicast.listen_address.1.channel% 0 %multicast.listen_address.1.ip_address% [insert gateway IP address] %multicast.listen_address.1.label% Page All %multicast.paging_address.1.channel% 0 %multicast.paging_address.1.ip_address% [insert gateway IP address] %multicast.paging_address.1.label% Page All %multicast.receive_priority.priority% 0 When you add a field, press OK. Once all have been configured, press Apply. Devices will need to be rebooted after the updates have been put in place before the new tags will load.   For additional support, you can email to [email protected]. Include in your email: What lines you are wanting to enable paging. If you wonder if paging is the best solution or not. Explain your expected outcome. Return contact information. ... View more

This guide is intended to act as a quick step-by-step process outline for customers utilizing the MS Teams integration with their existing UCaaS IP phone deployments who want to add or remove users from the Teams deployment.   Adding or removing new users without following these steps in the correct order can lead to compounding issues that take time to resolve. Please be sure to read the document carefully to avoid problems.   This guide assumes the customer account has already been setup by the Inteliquent onboarding team and is ready to add or remove users as needed. If you need to have your account setup, please contact your account management team to discuss further. Customer Requirements for Adding Users Microsoft O365 admin access Azure Active Directory (AAD) admin access Ribbon Connect portal access Customers will also need the correct licenses on a user-by-user basis including the correct Microsoft Business License. E1 or E3 License (per user) Phone system license (per user) OR E5 License – This includes the needed Phone System License (Per User)   Legacy Voyant Customers Adding New Users Customers who wish to add new users to their Teams environment can follow the steps below to ensure the user gets added correctly. Purchase the needed license for the user (E5). Build the new user profile in your O365 and Azure AD. Ensure you use the same email address in each applicable field or the sync with Ribbon will not work. Ensure the email you use is in the correct domain. Log into the Ribbon Connect portal for your account and perform a sync. Submit a ticket to Inteliquent Support at ([email protected]) or (1-866-629-8200) requesting we configure the new user for use with Teams. Include the following. User name or 10-digit phone number. User email address (MUST match the email in the Azure AD/O365) Voyant will request another sync in Ribbon when the user has been built. Once the sync is done, the user should be ready to use their Teams integration. Removing Users Customers who wish to remove users from their Teams deployments can submit a request with Voyant to have this completed. Once Voyant confirms the removal is complete, the user details can be removed from the Azure AD if desired. ... View more

Speed Dial 8 allows you to associate single digit codes to frequently dialed phone numbers. You can dial a speed dial code instead of the full number to place calls. To use speed dial from the phone, dial the speed dial code number, and then press #. Go To: Outgoing Calls > Speed Dial 8 Bill_Balvanz_0-1729527710861.png     ... View more

  Hunt Groups When you log in, you will be at the group level. Call flow settings are typically found in Services. Press Services on the left-hand side to go to the Services section. Hunt Groups are found in the Basic column.  On the Hunt Group Page, you will immediately see a list of all group-level hunt groups you have. It is highly likely you had one or more in place at the time of activation. To view and edit one of your existing Hunt Groups, press the Edit link to get more information about this group. Addresses When editing the Hunt Group, the Addresses link lets you manage the incoming number and internal extension. The drop-down list shows the available direct inward dialing numbers available for this service. Select one if you want callers to directly dial to the hunt group. Place a two to five digit extension for this hunt group here, which will make the hunt group accessible internally via transfer or auto attendant. When satisfied with your adjustments, save them with OK and return to the previous screen. ... View more

List of industry acronyms and definitions   You can use Control-F / Command-F in your browser to search this list for specific terms you are interested in.   2FA (Two Factor Authentication) A security system that requires two separate, distinct forms of identification in order to access something. 2WV (Two Way Voice) The ability to send and receive voice communications simultaneously. Also known as Full Duplex. 8XX (Toll-Free Inbound to Customer) see Toll-Free 8YY (Toll-Free Outbound from Customer) see Toll-Free A2P 10DLC (Application to Person messaging) A system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code (10DLC) phone numbers. ACD (Automated Call Distribution) A telephony system that automatically receives incoming calls and distributes them to an available agent. This frequently refers to call center queues, but also applies to hunt groups. ACL (Access Control List) A set of rules that grant or deny access to certain digital environments API (Application Programming Interface) A set of functions and procedures allowing the creation of applications that access the features or data of an operating system, application, or other service. ATA (Analog Telephony Adapter) A small device designed to adapt the analog signals of older telephony devices for VoIP or SIP communications via Ethernet or WiFi. Atlas The agent-facing portal provided by Inteliquent meant to build sales proposals and orders, manage the service delivery process, and assist customers. CAP (Customer Administration Portal) The user-facing portal provided by Inteliquent and branded for a partner's business meant to manage the PBX. This is accessible through an Internet connection and is not device dependent. CCS (Concurrent Call Sessions) The number of simultaneous, active phone calls a system or network can handle at any given moment.  CIC (Carrier Identification Code) A unique four-digit code given by the North American Numbering Plan Administrator (NANPA) to carriers and other entities. As a unique identifier, a CIC is used for billing purposes and routing calls over the interconnected public switched telephone network (PSTN). CNAM (Caller NAMe) The caller ID name that is displayed on an incoming phone call. CPaaS (Communications Platform as a Service) A cloud-based platform that enables developers to add real-time communications features to their own applications without needing to build backend infrastructure and interfaces. CPS (Calls Per Second) The rate at which calls are initiated or received, measured as the number of calls handled in a second, and is a crucial performance metric in telecommunications, especially for switching systems.  CSR (Customer Service Record) The records that a service provider holds with information regarding a business's account. This includes phone numbers, activity history, business and personal information like name and address, and account number. Dial Tone A sound produced by a telephone that indicates that a caller may start to dial. In a UC device, this is often a locally stored .wav file and does not necessarily indicate connection to a larger telephone network. DID (Direct Inward-Dialing number)  Also known as a phone number, this is the ten digit number used by the PSTN to route calls to specific PBX endpoints. Also known as "TN" or "10DLC". Direct Routing A way to provide a PSTN connection to service users so that they can make and receive external phone calls on any device using that service. DNC (Do Not Call) A registry of phone numbers in the United States that telemarketers are prohibited from calling in most circumstances DND (Do Not Disturb) A setting in a phone system that automatically denies inbound calls, frequently treating the line as busy (with the associated call forwarding rules). DNIS (Dialed Number Identification Service) A service sold by telecommunications companies to corporate clients that identifies the originally dialed telephone number of an inbound call. The client may use this information for call routing to internal destinations or activation of special call handling.  DS x (Digital Signal Level x) A discrete signal that is being used to represent data as a sequence of discrete values; at any given time it can only take on, at most, one of a finite number of values. "DS0" is a 64 Kb/s data and voice channel, "DS1" is a T1 equivalent channel, and "DS3" is a T3 equivalent, for example. DWDM (Dense Wavelength Division Multiplexing) An optical multiplexing technology used to increase bandwidth over existing fiber networks. DWDM works by combining and transmitting multiple signals simultaneously at different wavelengths on the same fiber. E911 (Enhanced 911) In order to deliver emergency help more quickly and effectively, the carriers and public safety entities are upgrading the 911 network on a regular basis. For example, most 911 systems now automatically report the telephone number and location of 911 calls made from wireline phones, a capability called Enhanced 911, or E911. FCC (Federal Communications Commission) An independent Federal regulatory agency responsible directly to Congress. Established by the Communications Act of 1934, it is charged with regulating interstate and international communications by radio, television, wire, satellite, and cable. FG-D (Feature Group D) A type of telecommunication trunk used to provide "equal access" capability from telecommunication carriers and central offices (where the switching equipment is located and customer lines are connected and terminated) to the access tandem. Full Duplex Data that can be transmitted in both directions on a signal carrier at the same time. GIG Wave A circuit operating on a DWDM wavelength with bandwidth of 1 gigabit. HIPAA (Health Insurance Portability And Accountability Act) Legislation which provides security provisions and data privacy, in order to keep patients' medical information safe. Hosted UC (Hosted Unified Communications) UC services that are provided from the cloud, rather than from equipment on premise to the user. IoT (Internet of Things) The IoT can be described as an extension of the internet and other network connections to different sensors and devices — or “things” — affording even simple objects, such as lightbulbs, locks, and vents, a higher degree of computing and analytical capabilities. IP (Internet Protocol) The set of rules governing the format of data sent via the internet or local network. In essence, IP addresses are the identifier that allows information to be sent between devices on a network: they contain location information and make devices accessible for communication. IPX (Internetwork Packet Exchange) A networking protocol originally used by the Novell NetWare operating system and later adopted by Windows. IPX has a similar function to the IP protocol and defines how data is sent and received between systems. IVR (Interactive Voice Response) An automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options via touch tone keypad selection or speech recognition to have their call routed to specific departments or specialists. IXC (Inter eXchange Carrier) A telephone company that provides connections between local exchange s in different geographic areas. Kari's Law Legislation in the United States that requires multi-line telephone systems (MLTS) to route 9-1-1 emergency service calls through the phone system automatically. LAN (Local Area Network) A computer network that spans a relatively small area. Most often, a LAN is confined to a single room, building or group of buildings, typically through Ethernet cables. One LAN can be connected to other LANs over any distance via telephone lines and radio waves. LEC (Local Exchange Carrier) A regulatory term in telecommunications for the local telephone company. In the United States, wireline telephone companies are divided into two large categories: long distance (interexchange carrier, or IXCs) and local (local exchange carrier, or LECs). LNP (Local Number Portability) Also known as number portability and number porting, enables end users to keep their DID or telephone number when switching from one telecommunications service provider to another. MM4 An interface used to exchange messages between two MMSCs for MMS messaging traffic. MMS (Multimedia Message Service) A standard way to send messages that include multimedia content to and from a mobile phone over a cellular network. Users and providers may refer to such a message as a PXT, a picture message, or a multimedia message. MMSC (Multimedia Message Switching Center) This center handles MMS operations like forwarding multimedia messages until they’ve reached their desired destinations. MSP (Managed Service Provider) A company that remotely manages a customer's IT infrastructure and/or end-user systems, typically on a proactive basis and under a subscription model. MLTS (Multi-Line Telephone System) A phone system that provides communication over multiple lines. N11 These codes are used to provide three-digit dialing access to special services. In the U.S., the FCC administers N11 codes. The FCC recognizes 211, 311, 511, 711, 811 and 911 as nationally assigned, but has not disturbed other traditional uses. NG911 (Next Generation 911) An initiative aimed at updating the 911 service infrastructure in the United States and Canada to improve public emergency communications services in a growingly wireless mobile society. In addition to calling 911 from a phone, it intends to enable the public to transmit text, images, video and data to the 911 center The initiative also envisions additional types of emergency communications and data transfer. Off-Net A call that originates and terminates on different networks. On-Net When your call or message originates on your home operator's network and terminates to another number that resides with your operator. In a UC environment, the on-net call often does not leave the PBX. OTT (Over The Top) Providing service over a private connection, such as PSTN or the Internet. OTT services may require the assistance of the service provider for extensive troubleshooting. PCAP (Packet Capture) This can refer to any of the following: The process of recording data packets that travel over a network A way to analyze network behavior, troubleshoot issues, and detect security threats A key tool for network administrators and security teams A way to create network maps, organize device inventories, and enforce access policies  P2P (Peer to Peer) In a pure peer-to-peer application architecture no central servers are required, whereas traditional SIP telephony networks have relied on using centrally deployed and managed SIP servers, in analogy to the centralized switching architecture of the public switched telephone network (PSTN) PBX (Private Branch eXchange) A private telephone network used within a company or organization. The users of the PBX phone system can communicate internally (within their company) and externally (with the outside world), using different communication channels like VoIP, ISDN or analog. PCI (Payment Card Industry) Compliance The set of requirements used to direct businesses on how to maintain a secure network, as well as how to store and transmit customers' credit card information when a card is used in a purchase transaction. PoE (Power over Ethernet) A device that receive enough power to be usable through the same ethernet cable used to connect it to the LAN. POI (Point of Interface) In telecommunications a point of interface (POI) is used to show the physical interface between two different carriers, such as a local exchange carrier (LEC) and a wireless carrier, or an LEC and an IntereXchange Carrier (IXC). This demarcation point often defines responsibility as well as serving as a point for testing. In many cases, a POI exists as a point of demarcation within an LEC building, and is established under "co-location" agreements. A long distance, wireless, or competitive local carrier "rents" space at the local telephone (usually tandem switch) location. POP (Point of Presence) A demarcation point, access point, or physical location at which two or more networks or communication devices share a connection. PSAP (Public Safety Answering Point) A local emergency 911 center, where emergency calls are answered and specific services are dispatched. There are roughly 6100 primary and secondary PSAPs in the U.S. PSTN (Public Switched Telephone Network) This system provides infrastructure and services for public telecommunication. The PSTN is the aggregate of the world's circuit-switched telephone networks that are operated by national, regional, or local telephony operators. These consist of telephone lines, fiber optic cables, microwave transmission links, cellular networks, communications satellites, and undersea telephone cables, all interconnected by switching centers which allow most telephones to communicate with each other. QoS (Quality of Service) The description or measurement of the overall performance of a service, such as a telephony or computer network or a cloud computing service, particularly the performance seen by the users of the network. To quantitatively measure quality of service, several related aspects of the network service are often considered, such as packet loss, bit rate, throughput, transmission delay, availability, jitter, etc. RAY BAUM'S Act Legislation that highlights the importance of geographic location in managing emergency situations. When first responders have access to a precise location they are better able to deliver emergency services, improving emergency outcomes and saving lives.  RespOrg (Responsible Organization) It refers to a carrier that owns and manages toll-free numbers. As the name suggests, a RespOrg is tasked with registering and indexing its toll-free numbers in the 800 database.  Rest API (Representational State Transfer Application Programming Interface) An architectural pattern describing how distributed systems can expose a consistent interface. For example, you can search for something and get a result back without the need to log in for every query. RLEC (Rural Local Exchange Carrier) These exchange carriers are local telecom companies responsible for providing the wired PSTN telephone services in their defined geographical zone. SaaS (Software as a Service) A software distribution model in which a service provider hosts applications for customers and makes them available to these customers via the internet. SBC (Session Border Controller) A network element deployed to protect SIP based voice over Internet Protocol (VoIP) networks. Seat A set of services for a user of the UC or UCaaS system. Seats are the elementary unit of a UC PBX. SIP (Session Initiation Protocol) A TCP/IP-based network protocol which can be used to establish and control communication connections of several subscribers. SIP is often used in Voice-over-IP telephony to establish the connection for telephone calls. SIP Trunking A voice over Internet Protocol (VoIP) technology and streaming media service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers (ITSPs) deliver telephone services and unified communications to customers equipped with SIP-based private branch exchange (IP-PBX) and unified communications facilities. SLA (Service Level Agreement) A document (physical or digital) that defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. SLA (Shared Line Appearance) The sharing of a VoIP phone number across multiple devices. Through a line thusly shared, users can answer incoming calls, retrieve voicemail, and place outbound calls as the other line. SMPP (Short Message Peer-to-Peer) A protocol used by the telecommunications industry for exchanging SMS messages over the internet, mainly between Short Message Service Centers (SMSC). The protocol is a level-7 TCP/IP protocol, which allows fast delivery of SMS messages. SMS (Short Message System) This is the protocol used to send text messages to mobile phones. Commonly known as text messaging. See also MMS. SMSC (Short Message Service Centers) This center handles SMS operations like forwarding text messages until they’ve reached their desired destinations, and storing texts temporarily if the destination is unavailable. Wireless network operators connect SMSCs through SMS gateways, which act as a  transmission between the two SMSCs. SOC2 (System and Organization Controls 2) An auditing procedure that ensures your service providers securely manage your data to protect the interests of your organization and the privacy of its clients. For security-conscious businesses, SOC 2 compliance is a minimal requirement when considering a SaaS provider. SS7 (Signaling System 7) a set of telephony signaling protocols developed in 1975, which is used to set up and tear down telephone calls in most parts of the world-wide public switched telephone network (PSTN). The protocol also performs number translation, local number portability, prepaid billing, Short Message Service (SMS), and other services. SSO (Single Sign On) A system to provide access to multiple website or clients with a single username and password. STSH/SS (STIR/SHAKEN) A suite of protocols and procedures intended to combat illegal caller ID spoofing on public telephone networks. STIR stands for Secure Telephone Identity Revisited and SHAKEN stands for Secure Handling of Asserted information using toKENs. TCP/IP A set of rules that governs the connection of computer systems to the internet. TDM (Time Division Multiplexing) A method of transmitting and receiving independent signals over a common signal path by means of synchronized switches at each end of the transmission line so that each signal appears on the line only a fraction of time in an alternating pattern. TF (Toll-Free) A direct telephone line or number (such as an 800 number) for a long distance call that is not charged to the caller. TFN (Toll-Free Number) see TF TN (Telephone Number) see DID TSP (Tandem Switching Provider) Any Interexchange Carrier, end user, or other access provider that provides tandem switching functions for switched transport services. UC (Unified Communications) Bringing together multiple communication services, such as telephone calls, voicemail, chat, fax, email, and conferencing. UCaaS (Unified Communications as a Service) A version of Hosted UC that is managed by a CPaaS and provided to a customer on a monthly recurring charge. ULC (Underlying Carrier) A third party vendor/carrier (upstream, or downstream depending on the call direction). This term would be commonly heard in the context referring to outbound calling/termination. USF (Universal Service Fund) A federal fund that helps ensure affordable telecommunications services for all Americans. The fund is funded by contributions from telecommunications companies.  VAR (Value Added Reseller) A firm that enhances the value of third-party products by adding customized products or services for resale to end-users. VLAN (Virtual Local Area Network) A custom network created from one or more existing LANs. It enables groups of devices from multiple networks (both wired and wireless) to be combined into a single logical network. VLEC (Virtual Local Exchange Carrier) A voice service carrier that uses he Internet to establish network interconnection with other LECs to enable local exchange telecommunications services. VM (Voicemail) A centralized electronic system that can store messages from telephone callers. VoIP (Voice Over IP)  Method of providing voice telecommunication services over an Internet Protocol. See also OTT. VPN (Virtual Private Network) An encrypted connection over the Internet from a device to a network. The encrypted connection helps ensure that sensitive data is safely transmitted. It prevents unauthorized people from eavesdropping on the traffic and allows the user to conduct work remotely. WAN (Wide Area Network) A telecommunications network that extends over a large geographical area for the primary purpose of computer networking. Wide area networks are often established with leased telecommunication circuits. ... View more

List of basic terms used in a Contact Center Abandoned Call: A call that is accepted by the call center and placed in queue, but the caller disconnects before an agent handles the call. ACD: Automated Call Distribution - see Call Center below. Advanced Call Center: This refers to a call center with enhanced features above and beyond the basic call centers. These are built in the Customer Admin Portal in the Call Center tab, and can allow more calls, better call handling, and other advanced features. Agents in the Advanced Call Center must have the Premium Call Center License. Agent: A user seat that has a license that permits its inclusion in a call queue. Agent licenses are assigned in the Customer Admin Portal in the Administration section by the individual user. Agent Status: This refers to the particular point in time which depicts the call center agent’s work status, i.e. busy, wrap, idle, available, unavailable, etc. Bounced Call: A call that has been presented to an agent that appeared to be available to the algorithm of the call center, but the agent does not accept the call. A bounced call will return to the queue at the top of the stack, with preference to be presented to the next available agent. Call Center: Also called a “call queue” or “ACD”, this is the set of parameters used to define the treatment of incoming calls, what to do after a call exceeds certain boundaries, and the agents able to take these calls. These are created in the Customer Admin Portal in the Call Center section. Comfort Messages: These are short recorded messages that interrupt the message on hold at scheduled intervals to provide additional details. These are configured in the Announcements tab. Dashboard: a web client, part of the Supervisor Console, which shows real-time metrics about queue and agent performance. DNIS: Dialed Number Identification Service - Premium Call Queues can provide information to the agents about which number was dialed to reach them. Estimated Wait Messages: Configured in the Announcements tab, these are vocalized messages that interrupt at planned intervals to provide data about position in queue or estimated wait time. Entrance Message: A recorded message that is played to a caller upon entry into the queue. Mandatory messages will play regardless of the queue status, while those that are not mandatory will only play if the caller is to be placed on hold. Escape: A call escapes the call center if it follows a preset digit while on hold. The administrator will set this in the Customer Admin Portal in the Call Center itself, in the Queue Profile tab. Metrics: The data collected about the call center treatment and agent activities. High level metrics are visible in the Customer Administration Portal in the Call Center section, while more precise reports can be run with the Supervisor Console. Overflow: A call in the queue will overflow if it exceeds some pre-set limits, such as number of calls in queue or time waiting. The administrator should designate a destination for overflow calls, and these are set per call center in the Customer Admin Portal in the Call Center section. RTA: Real Time Adherence - a means to look at some call stats in real time in order to make decisions about staffing and agent performance. This is typically found in the Dashboard, which is a part of the Supervisor Console. Skills: Premium call queues can offer skill-based routing, so that agents who exist on multiple queues can have the priority of their incoming calls determined by this skill level. Stranded Call: A call is stranded if it enters the call center queue and there are no agents logged in or available. Stranded calls should have some action assigned to them, which is configured in the Call Center in the Call Routing tab. Supervisor Client: A web based interface that allows a call center supervisor to see real time stats, agent status, and access an RTA dashboard as well as a robust reporting engine. Thresholds: A set of parameters which, when met, will alert supervisors, manager, or others designated via email. These are set up per call center in the Thresholds tab. WFM: WorkForce Management - a means to look at historical data to make future forecasting and staffing decisions. This is part of the Reports that are found in the Supervisor Console. ... View more

How to set up officeXtend for the first time The information needed to log into officeXtend and other web applications is found within the Customer Admin Portal, and is based on the DID of the seat that is being used by officeXtend. In order to set a password to log into the application or soft client, you must first log into your Customer Administration Portal. Log into the Customer Administration Portal using the username and password that you set up. If you have not set up a username and password, your administrator can send you a link to build it. If your role is End-User, you will only see services and seats assigned to yourself. Admins will see everything. Locate your seat in the My Extension section under Services (End-User) or in the Locations section (Admins). Next to the extension you will see a figure with a key. Press this icon. Follow the Password Sync window instruction. The Password Sync function will write the same password you use to log into the Customer Admin Portal to officeXtend. Your officeXtend username is your ten digit phone number. These credentials will be the same for other web interface services, such as Call Center Supervisor Client and Receptionist Soft Console Bill_Balvanz_0-1729282075079.png     ... View more