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The Inteliquent portal now allows you to build and manage new inbound DID and inbound Toll-Free trunk groups over public IP, as well as manage the IP’s and sessions for existing trunk groups. This video provides an overview of the functionality.     ... View more

This video provides a high-level overview of the functions you can perform on global (formerly known as International) telephone numbers. Using the Inteliquent portal or API, you can order new international numbers, port in international numbers, view and modify orders, request international numbers in bulk or those you cannot find in inventory, search your assigned international number inventory, and modify routing on international numbers.   ... View more

This video will cover the basic functions you can perform on toll-free numbers in the Inteliquent customer portal. You can load your toll-free numbers to the Inteliquent network, order new toll-free numbers, port in toll-free numbers, request toll-free numbers in bulk or those you cannot find in inventory, view open orders, search your assigned toll-free number inventory, modify routing on toll-free numbers, add, update, or remove toll-free number features and manage your voice platform settings.     ... View more

This video covers the basic functions you can perform on telephone numbers, which are ten-digit numbers in the North American Numbering Plan.   Using the Inteliquent portal or API, you can order new numbers, request numbers in bulk or those you cannot find in inventory, restore disconnected numbers, view or edit open orders, search your assigned number inventory, modify routing on numbers, add, update, and remove number features and manage your voice platform settings.     ... View more

In this video we present a high-level overview of the functionality available in the Inteliquent Customer portal and discuss the home screen, where you land when you log in.   The Inteliquent customer portal is an extremely powerful tool that allows you to manage your inventory and services with Inteliquent. It is built using the same robust API set that we provide to our customers. Anything you can do in the portal can also be doing using the API. You can order new numbers, port in numbers, provision and manage number routing and features, build and manage your voice trunk groups, check your utilization, get details about your services, run reports, submit and manage trouble tickets, download invoices, and get billing details.     ... View more

The following table lists the performance parameters you may be required to provide when scheduling or running a report. Note that the parameter names may differ depending on the interface you use to request the report. Call Completion: This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds. Short Duration: This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds. Service Level: This setting allows you to provide up to five service levels, used to perform service-level calculations for each call center or DNIS per interval service-level threshold. Each service-level threshold can be set to “1” through “7200” seconds. Service Level Objective: This provides an indicator for the service-level objective, expressed as a percentage value. Abandoned Call: This parameter is used to count the number of calls abandoned within a specified time. Up to four thresholds can be specified, resulting in up to four different counts. Each threshold can be set to “1” through “7200” seconds. ... View more

Call Centers in the Customer Administration Portal For small medium businesses requiring call center functionality, look no further than Voyant Call Center, a hosted call center solution. Seamlessly integrated into Voyant's Hosted Unified Communications, it is a feature-rich application that allows businesses to handle calls – and callers – easily, efficiently and professionally. To optimize the effectiveness of call center agents, the solution distributes and routes calls to the most appropriate agent, based on attributes selected and designed for each call queue. Call center supervisors can efficiently manage agents and monitor key performance indicators with real-time monitoring and on demand reports. The Call Center solution is easy to set up and use through the Voyant's Customer Administration Portal, giving agents and supervisors quick access to functions. Agent call queues can be established with a few clicks of the mouse. Call center thresholds can be viewed in real time. Agents can see all call-handling functions clearly displayed in their web-based client. Plus, the Call Center supervisor’s web-based client allows for management of queues and agents, call monitoring and the ability to prioritize or redirect calls. To find details about how to set up your call center, see this article.   Benefits Call Center Anywhere: A single call center can operate using agents in multiple locations. Flexibility: Businesses can easily support peak and seasonal periods due to flexibility with agent and queue management. Real-time Feedback: With real-time monitoring of agents and queues, as well as on-demand reporting, supervisors are constantly informed of call center key performance indicators. Business Continuity: As this is a cloud-based solution going through a geo-redundant, industry-leading IP network, it allows for maximum uptime and business continuity. Convenience: Manage call center resources simply and effectively, whether in the office, on the road or working from home. Maximize Productivity: A comprehensive set of reports is available on each agent and queue, providing details on key performance indicators. Web-based Centralized Administration: With the Voyant's Customer Administration Portal, the call center administrator can make real-time changes to the resources and call queues, monitor queue activity and route calls effectively. Call Center Licenses Call Center User: The basic user license that provides an assigned user the ability to join a call center and receive calls. The Call Center User license is the default for all agents. Call Center Agent Client: An optional license that is purchased as an add-on to the Call Center User license. It provides the agent a web-based Agent Client. The web-based Agent Client includes ACD State Management, Escalation of Calls to Supervisors, One-Click Transfers, Queue Information with Incoming Call Alert Call Center Supervisor Client: The Supervisor Client license provides the user the ability to monitor queue and agent activity in the call center. This license does not require a Call Center User license. The Supervisor Client includes Agent Management, Queued Call Management, Launch Dashboard and Reports, and Promote, Retrieve or Transfer Queued Calls Key Features Automatic Call Distribution (ACD) – Intelligent call distribution selects an available agent using a combination of the agent’s line state, availability setting and skill level, and incorporating the selected call distribution algorithm (direct agent hunt, most idle hunt, simultaneous ringing, weighted distribution, etc.). Queuing – Calls are queued when all agents are busy, with the associated entrance announcement, music or video on hold. Also, periodic comfort messages are played to the caller while they wait. Queued Call Prioritization – Calls in queue can be prioritized based on their time in the queue and the number they dialed (through the Dialed Number Identification Service, or DNIS). Customized Audio Greetings and Announcements – While they are waiting, callers can hear targeted greetings and announcements based upon the number they dialed. Conditional Routing – Calls are rerouted based on various conditions, such as bounced calls, stranded calls, calls that have waited too long or calls that reach a call center with an excessive number of queued calls. Agent and Supervisor Clients – The intuitive interface provides greater agent productivity and management supervision. Dashboard – Real-time monitoring tracks current state and current performance of agents and queues. Reporting – Real-time and historical reports track key performance indicators (KPIs). Users and administrators are able to create standard or customized reports, and run them on a scheduled or ad-hoc basis. nCommand Plus/officeXtend You can connect to the callcenter as an agent with nCommand Plus and officeXtend. To change your availability and manage your login / logout: 1. Press the Call Control button 2. Press the Settings icon in the top right corner 3. Press the Call Center settings icon Here you can select your status and log in and out of the queues.     ... View more

  Removing a seat is a terminal action. It cannot be undone once it has been submitted.     In Atlas, navigate to the Customers tab Search for and select the desired customer to open the Customer page Scroll down to the Features & Services section, then select the Seat Packages tab Check the box in front of the seat or seats you wish to remove Press the Remove button at the bottom of the section Select if you want to retain the number, if you are porting the number out, or if you just want it to go into aging status as normal Confirm your selection   The seats will now be locked and unable to have further changes ordered for them (you will see a red lock icon). After a few minutes (usually 5 or so) the seats will be removed entirely. ... View more

Each month, Voyant provides invoices for services consumed by your customers. Those invoices can now be downloaded directly from Atlas. Setting Up Users To Access Invoices To enable users to retrieve invoices, the Atlas user must have the correct access level and an extra permission to allow viewing and downloading invoices. In the Administration section of Atlas, Edit the user's account. The user's account level must be Partner Admin.   Additionally, the Show Invoices option must be enabled for this user so they can access the Invoice page.   Getting Invoice Notifications You can also create a contact that will receive a notification each month as soon as invoices are ready to be viewed. In Partner Setup, go to the Contacts tab. Expand the Billing Invoice Contact and fill in the details. If you want multiple people notified, you can enter a distribution email address that you create in your email server.   Accessing Invoices Once the options are added to a user's account, when they log in to Atlas and navigate to the Customers tab, an Invoice button will show near the top of the page.   Click the Invoice button to navigate to the Invoices tab. Depending on how your billing options are set (Single Invoice vs Consolidated), your filter options may vary. Filtering Invoices   The first box lists your Partner Name. The second box lists any Channel Partners you may have created in your Partner Setup. The third box can be used to filter for either Enterprise, Residential or All invoices. The Customer Search option will appear if you are receiving an invoice per customer. Any of these options can be used to refine your search if you are looking for a specific invoice. The month and year options are used to choose which billing cycle you want the search to apply to. Click the blue arrow once you have made your choices and the specific invoices will appear in the list.   You can download individual invoices by clicking the download link on the right in the Action column. This will download a PDF of that invoice. If you have consolidated billing, only one PDF invoice will be listed since all customer details are included in the one invoice. Residential invoices are always consolidated so you will only have one invoice per billing cycle listing all services. Emailing Invoices If you want to get all of the invoices at once, click the Email all Invoices button. This will send you an email with a download link. The download will be a zip file containing all of the PDFs for the month/year selected. You can also get a CSV version of your invoices. Click the Email Reports button. This will send you an email with a link to download a CSV version of your invoice data for the month/year selected. ... View more

Configuring a Key System Group in the Customer Administration Portal   A key telephone system was originally distinguished from a private branch exchange (PBX) in that it did not require an operator or attendant at the switchboard to establish connections between the central office trunks and stations, or between stations. Technologically, private branch exchanges share lineage with central office telephone systems, and in larger or more complex systems, may rival a central office in capacity and features. With a key telephone system, a station user could control the connections directly using line buttons, which indicated the status of lines with built-in lamps. Many business verticals still use key system functionality, particularly when there are more phone stations than employees, such as in warehouses and retail outlets. While the fundamental premise of a Hosted PBX differs widely from that of a Key System, the Customer Administration Portal allows you to simulate some of the core functions to make the adoption of the new system easier for users. This feature only works with Poly branded devices. Location in the Customer Admin Portal You will find the Key System Emulation subsection in the Services category in the Customer Administration Portal. You can remember this because it affects call flow. Key System Emulation is a standard feature and requires no special license to enable, apart from the PBX having more than one seat with a DID. KEY SYSTEM GROUP WINDOW You can add a new group with the “+ Key System Group” button at the top of the page. You can also edit any existing groups by selecting them in the list. Either method will bring you to the Key System Group window. Key System Group Name: Enter a name in this field to remind you and other what the group is intended to do. Location Drop Down: select the location where the Key Group will be used. Key extensions cannot exist across locations. User: select extensions from the left side and move them to the right side or vice versa with the right and left arrow keys. You can sort their order once they have been added with the up and down arrow keys in the rightmost box. This establishes the line order for every member of the key group. Press the Save key when you are satisfied with the updates. After the Key System Group has been established, the system needs to make some updates. These can take up to 10 minutes and after that time you will need to manually reboot the phones in that group, plus any that had been removed. Functionality Now that the group is set, all of the phones in the group will have access to any and all calls from the others, because they share the key group. There is now no longer such a thing as a direct call to just one of these extensions, as all of them will ring when a call comes in. When the number associated with the first phone number is called, it will ring all the devices in that group (assuming they are not already busy). Once a phone is on an active call, when another call comes in it will “roll” to the line indicated by Line 2, and so on. All of the phones in the group have the ability to see and accept the calls. When calls on these shared lines are placed on hold, they are “occupied” and no other call can come into that line – in stead it will roll to the next available line in the group. Any of the phones in the key group can pick up the held call. Any of them can also see the voicemail message waiting indicator and retrieve messages, as well. ... View more

If you already have Polycom/Poly devices, they may be compatible with the Inteliquent solution. For Poly, we currently accept the following devices and model numbers for BYOD: VVX 300/310/301/311 Trio 8300/8500/8800 VVX 150 VVX 400/410/401/411   VVX 250 VVX 500/501   VVX 350 VVX 600/601   VVX 450   Before you begin to configure your devices for Inteliquent, specific information is needed. At the time you place your order, please enter the MAC address for each Polycom/Poly device. The MAC address is the same as the serial number and is printed with the barcode on the bottom or back of the device. Once all phone MAC information is entered and your order is provisioned, Atlas will email you activation codes for all devices or you can find the activation codes in the Customer Administration Portal. Installing BYOD Polycom/Poly Devices At the phone select the home button, select the “Settings” button from the main menu displayed on the phone screen. Select the “Advanced” option from the settings menu (normally option 2). After selecting the option for advanced settings, it will prompt you to enter a password. Enter the admin password for the phone. If the password is unknown, then a factory reset will be necessary to reset it to the default 456 to perform a factory reset. Please note: If the password is not available, please contact your administrator. If the password is lost or not recoverable, call Inteliquent at 866-629-8200 for assistance. From the advanced settings menu, select the option for “Administration Settings” (normally option 1). In the administration settings, select the option for “Network Configuration.” Select the option for “Provisioning Server” from the administration settings (normally option 1). Select the option for “Server Type” and choose “HTTPS.” In the field for “Server Address” enter “prov.anpi.com/polycom”. The username and password are irrelevant. Connect the phone to the internet. The phone should now reboot and be configured for the Inteliquent user account. NOTE: If the phone does not reboot, try rebooting manually: Utilities > Reboot Phone. Activate the phone. Take the receiver off the hook and when prompted by the IVR system, enter the activation code received via email when the service was ordered. The phone will reboot and will then be ready for use. ... View more

Using Call Recording in the Customer Admin Portal   The Basics Call Recording allows calls to be recorded automatically or on demand, and provides easy access to stored files in the web-based Customer Administration Portal. Recorded calls can be either Supervised or Unsupervised. If Unsupervised, you are the only one who has access to your recordings. If Supervised, one or more other users within your company have access to the recordings.   Log In Go to vip.anpi.com Enter your username and password. If you do not have your username and password, please contact your company administrator. Locate the Call Recording section in the Enterprise Services tab. My Recorded Calls Tab If you have been assigned the Call Recording feature, you will be able to set your recording preferences and view all stored recordings.       Manage Settings Choose the DID you want to manage, then click Settings. Choose among the following settings: Call recording mode: Never: No calls into this phone number will be recorded Record All Calls: Every call into this phone number will be recording. Selective Record Calls: This can be done when dialing a call or in the middle of the call. To record the call when dialing a number - dial *44 followed by the DID and pick up the receiver or select the speaker button. Automatically play recording notification and /or recording warning tone. Click Save. Recorded Calls   All your recorded calls will be stored within this tab. To view a list of your recorded calls: Expand the widget by clicking the double arrow icon in the upper right-hand corner of the widget. The following information will be displayed for each file: Assigned DID or Phone Number, User (You), Call Details (Direction of Call, Other User Details), Date and Time when the call was recorded, Duration of recorded call, Size, Annotations (if applicable): These are comments as provided by your supervisor(s) for the specific recording; Ratings (if applicable): This is the rating provided by your supervisor for this specific recording Actions: You can perform the following actions on individual files: Play, Download, Email, Delete Using the Call Recording Features: Activate Call Recording (Selectively Record Calls only) To record an ongoing call, place the call on hold, dial *44 and then resume the call. This will record the call from the beginning of the conversation. Pause and Resume Call Recording (Selectively Record Calls only) To Pause Call Recording in an ongoing call, place the call on hold, dial *48 and the press the resume soft key. To Resume call recording, place the call on hold, dial *49 and then press resume soft key. Some devices may also offer a soft key ("Record" on Poly, "StartRec" on Yealink). From here you have pause and resume soft keys to toggle on and off. To Email or Delete Multiple Files from Your Storage • Click on the little box located on the right side of the row corresponding to each file. • Click all files you wish to email or delete. • Click “Bulk Actions” in the lower left-hand corner of the widget. • Click the “Email” or “Delete”. • If emailing, a box will appear for you to input the recipient’s email address. • If deleting, a box will appear for you to confirm the deletion. Supervised Recordings Tab (Supervised Mode Only) If you have been assigned to supervise another user’s call recordings, you will be able to set each user’s recording preferences and view all stored supervised recordings. Manage Supervised Recordings Select the User – phone number from the dropdown menu. Click on Settings. Choose among the following settings: Call recording mode: Never: No calls into this phone number will be recorded Record All Calls: Every call into this phone number will be recording. Selective Record Calls: This can be done when dialing a call or in the middle of the call. To record the call when dialing a number - dial *44 followed by the DID and pick up the receiver or select the speaker button. Automatically play recording notification and /or recording warning tone. Click Save. View Supervised Recordings • Expand the widget by clicking the double arrow icon in the upper right-hand corner of the widget. • Click on the Supervised Recordings tab. • You can view the call recordings of a particular user by selecting from the Dropdown box.   • The following information will be displayed for each file: • Assigned DID or Phone Number • User whose call was recorded • Call Details (Direction of Call, Other User Details) • Date and Time when the call was recorded • Duration of the recorded call • Size of the recorded file • Annotations (if Applicable): Comment made on recording. • Ratings (if applicable): Rating made on recording • Actions: Actions applicable to the specific call Recording. • You can perform the following actions on individual files: • Play • Download • Email • Delete   To Email or Delete Multiple Files • Click on the little box located on the right side of the row corresponding to each file. • Click all files you wish to email or download • Click “Bulk Actions” in the lower left-hand corner of the widget. • Click “Email” or “Delete”. • If emailing, a box will appear for you to input the recipient’s email address.   To View Files Stored Based on Certain Criteria • Click on the Filter button on the top right-hand corner. • Click on the time frame you wish to view: • Choose the To and From date. Type in the name of user whose faxes you are trying to search. • Type in the phone number of user whose faxes you are trying to search. • Select Rating (if applicable) you want to filter. • Click Filter. • The files matching the filter criteria will be displayed.   Configuration Tab (Company Administrator Only) The configuration tab is for administrators of the company’s phone system and allows the option to view/manage all Call Recording accounts within a company.   Configure Call Recording Users To configure each Call Recording user: • Browse down the list of call recording licenses that are available. • Select the User – phone number to configure. • Click Configure. • Select which features to enable: • Assign User whose calls will be recorded. • Call Recording Mode - Never Record Calls, Record All Calls, and Selectively Record Calls. • Notification - Play Recorded Message, Repeat warning tone every 60 seconds. • Supervised Call Recording • Assign Supervisors • Enable annotation for recorded calls • Enable scoring of recorded calls • Select if the User can view the recorded calls • Click Save. ... 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Videos for Private Label Partners to Embed on their Website Instructions: copy the code below the chosen video into your website in order to embed the video. Poly Phone Activation <script src="https://fast.wistia.com/embed/medias/wttmiv53ie.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><div class="wistia_embed wistia_async_wttmiv53ie seo=false videoFoam=true" style="height:100%;position:relative;width:100%"><div class="wistia_swatch" style="height:100%;left:0;opacity:0;overflow:hidden;position:absolute;top:0;transition:opacity 200ms;width:100%;"><img src="https://fast.wistia.com/embed/medias/wttmiv53ie/swatch" style="filter:blur(5px);height:100%;object-fit:contain;width:100%;" alt="" onload="this.parentNode.style.opacity=1;" /></div></div></div></div> Grandstream Phone Activation <script src="https://fast.wistia.com/embed/medias/anul0eavj9.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><div class="wistia_embed wistia_async_anul0eavj9 seo=false videoFoam=true" style="height:100%;position:relative;width:100%"><div class="wistia_swatch" style="height:100%;left:0;opacity:0;overflow:hidden;position:absolute;top:0;transition:opacity 200ms;width:100%;"><img src="https://fast.wistia.com/embed/medias/anul0eavj9/swatch" style="filter:blur(5px);height:100%;object-fit:contain;width:100%;" alt="" onload="this.parentNode.style.opacity=1;" /></div></div></div></div> HomeXtend Installation   <script src="https://fast.wistia.com/embed/medias/gzoie7kut6.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><div class="wistia_responsive_padding" style="padding:56.25% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><div class="wistia_embed wistia_async_gzoie7kut6 seo=false videoFoam=true" style="height:100%;position:relative;width:100%"><div class="wistia_swatch" style="height:100%;left:0;opacity:0;overflow:hidden;position:absolute;top:0;transition:opacity 200ms;width:100%;"><img src="https://fast.wistia.com/embed/medias/gzoie7kut6/swatch" style="filter:blur(5px);height:100%;object-fit:contain;width:100%;" alt="" onload="this.parentNode.style.opacity=1;" /></div></div></div></div>     ... View more

Call Diversion Functions With the Call Waiting feature and the Call Forwarding settings, you have many ways to divert incoming calls. Call Waiting Functions Incoming calls will show on your phone's display screen and provide options to handle. Answer This will put your current call on hold immediately and make the incoming call your active call. Reject This will send the incoming call to your busy treatment (by default, to your voicemail busy greeting). Forward This will allow you to enter a destination and the system will Blind Transfer the call there.  You do not have to suspend, end, or interrupt your current call. New Call (not available on all phones) This function places the active and incoming calls on hold and opens a new outgoing call (you will hear a dial tone). Ignore This will silence the ringing and keep the call waiting until it rings through to your no-answer treatment (by default 3 rings and onward to no-answer voicemail greeting). Call Forwarding Rules You can activate or deactivate some of the services by turning them on or off on the page for the service.  Call Forwarding is found within the Incoming Calls section for the user.  Some of these settings are also available in the Call Forwarding section in the phone menu of certain devices. Call Forwarding - Always Automatically forward all your incoming calls to a different phone number. Call Forwarding – Busy Automatically forward your calls to a different phone number when your phone is busy.  This also applies during a Do Not Disturb state, or when rejecting an incoming call. Call Forwarding – No Answer Automatically forward your calls to a different phone number when you do not answer your phone after a certain number of rings.  By default, this goes to your voicemail no-answer greeting after 3 rings.  You can alter the number of rings in this spot. Call Forwarding – Not Reachable Automatically forward your calls to a different phone number when your phone is unreachable. Sequential Ring allows you to sequentially ring up to 5 locations in addition to the base location for a specified number of rings. Simultaneous Ring Personal allows you to list up to 10 phone numbers you would like to ring in addition to your primary phone when you receive a call. This feature is helpful when you are not at your phone but you would like your cell phone to ring when you get a call.  ... View more

Finding metrics in the customer administration portal Once call center queues are active and receiving calls, the Call Center Statistics subsection can show some basic metrics. You can change the range of the historical data with the Change Timeline link in the top right of the widget. The Queue Statistics offer high level stats, which are defined below: number-of-busy-overflows: this reveals the number of times in the given timeframe calls have been processed as an overflow. We will talk about overflow in more detail with the Queue Management section later. number-of-calls-answered: this is the total number of unique calls that have come into the queue and been answered by an agent. number-of-calls-abandoned: this is the number of unique calls that have entered the queue and then been disconnected by the caller. number-of-calls-transferred: this is the number of calls taken by agents that have subsequently been transferred. This makes no differentiation whether the transfer was internal or external, blind or consultative. average-number-of-agents-talking: this is the number of agents talking in all of the intervals in the timeframe divided by the number of intervals. Unless you have a 24-hour call center with consistent staffing, pulling this from a timeframe longer than 8 hours or so may yield strange results average-number-of-agents-staffed: this is the number of agents staffed (logged into the queue) during every interval in the timeframe divided by the number of intervals. Like any averages, this may have rounding anomalies. average-wait-seconds: this is the amount of time that every caller in the timeframe had to wait to be answered by an agent or abandon the call, divided by the number of calls. average-abandonment-seconds: this is the amount of time that every abandoned call waited before disconnecting, divided by the number of abandoned calls. The Agent Statistics section at the bottom will show details concerning the agents in the queue for the selected queue and timeframe: Calls Handled: the number of calls that were offered to the agent and answered by that agent. Calls Unanswered: the number of calls that were offered to the agent and not answered by that agent. Average Call Time: the amount of time the Total Talk Time divided by the number of Calls Handled. Total Talk Time: the amount of time the agent talked during the timeframe Total Staffed Time: the amount of time during the selecting time frame where the agent was staffed – meaning the agent was logged in and either available or on call. These high-level statistics are no match for the reporting available in the Supervisor Client, but they are available without purchasing a supervisor license, and they are very quick to view.     ... View more