Sinch Community

New features and updates for the customer administration portal   On March 29, 2023, the softphone clients will be updated with enhancements and fixes.     officeXtend/nCommand Plus updates   Visual voicemail and transcription will be added to the softphone clients Visual voicemail and transcription features will now be available in the mobile and desktop softphone clients. When accessing the Call Control settings going forward, the view will default to showing your list of voicemails. Selecting a voicemail will expand the options for that voicemail, allowing you to play or delete the voicemail directly in the client. If the voicemail also has a transcription available, the text of the transcription will be shown:     To access the previous page of call settings, touch/click the gear icon in the upper corner. The icon will change to a voicemail icon so that you can switch between your settings and voicemails easily.   Fix for an issue with call center access in the softphone clients For some users, the call center settings in the softphone clients would not load. This has been fixed. ... View more

Product changes and fixes   On March 29, 2023, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.     Updates     Added excluded list to LNP View and details   On occasion, numbers added to a port order get excluded for various reasons. As an example, the number might be an internal transfer. Atlas will now show if your port order has numbers that have been excluded from the port request. This might be just a few numbers on the port order or could be all of them:     To get more detail on what is excluded, opening the order will now show a new Excluded Numbers section:     Clicking a number in the Excluded list will show the reason for exclusion.     Fixed issue with updating FOC date on an LNP order   Once an order has received FOC (firm order commitment), you can now change just the date/time/on demand order settings in case you need to move the order date out. This can only be done up to 48 hours prior to the current FOC date/time on the order.   Temporary price reduction on Yealink CP925 and CP965 conference phones   A temporary price reduction has been applied to all partners for the Yealink CP925 and CP965 conference phones, putting the CP965 at an especially attractive price point. This pricing should last through June 2023. ... View more

Technical support and network operations   Network Operations Center (NOC) Contact for technical issues and out-of-service conditions for service provider solutions. Live technical support, urgent repair issues, and level 1 NOC: 866-629-8200, Option 1, 1 24x7x365 Ticketing: email: [email protected]   Enterprise and private label partner support Contact for provisioning needs, technical issues or service impacting concerns for UCaaS, SIP trunking, fax and data services. Check the status of your Voyant services Live technical support: 866-629-8200, option 1 7 a.m.–7 p.m. Central Time, Monday–Friday Ticketing: [email protected] Urgent repair issues: Email [email protected] and call 866-629-8200 to ensure immediate attention.   Porting and number management   Number administration and porting team Contact for provisioning needs, technical issues, and service impacting conditions for UCaaS and data services. For general status, clarification, or disputes related to Port-In orders, please add a note to the order in the portal and upload any supporting documentation. The LNP team will review your request promptly and respond through the notes section.  Live Assistance: 866-629-8200, option 2 7 a.m.–6 p.m. Central Time, Monday–Friday Ticketing: [email protected]   Billing   Billing and Payments team Contact for assistance with invoices, payments, and billing. Live Assistance: 866-629-8200, option 3 7 a.m.–6 p.m. Central Time, Monday–Friday Ticketing: [email protected]       ... View more

Updates and enhancement to the voice portal   Export Billing Detail You can now export your billing details as a CSV file.   PSAP Outage Contact Details When activated, you can find this under Additional Services.   Search by State, County, and FCC ID and it will return all PSAP locations as well as their contact details.  This service must be enabled before it will appear, contact your account manager if you are interested. Once enabled it is available via the portal and API. ... View more

You can log into the Atlas portal at atlas.voyant.com. You will see the login window:     Enter your credentials.   (If you cannot remember your username or password a reset link is at the bottom.) ... View more

Vitelity Local Number Portability Improvements   We are excited to announce our new local number porting (LNP) order process will be released on Wednesday, March 15. This easy-to-use, self-service module will enable managing port orders (local and toll-free numbers) quickly and efficiently. Users will be able to check on order status throughout the lifecycle and manage activations all within the Vitelity portal. Plus, you’ll have the ability to select a requested due date, identify fax numbers, and activate numbers on demand.   Updated APIs will be included in this release. We’ll provide several months’ time, with our backward compatibility support, for our API users to update their systems and take advantage of the new capabilities. The current APIs will be functional and available after this release. We will reach out with additional information specific to our API customers later this month. The question you might be asking is, “What’s next?” More information such as help guides and videos will be provided as the release date approaches. Below is a sneak peek of portal capabilities coming soon.     View your orders   Track your orders with a fresh new page listing all your orders and details with real-time information:       View and manage a specific order   Drill-down capabilities are available to view order specific details to make updates or cancel as necessary:       Add and review notes   Communicate with porting teams through notes specific to orders in near real time. No need for support tickets:   ... View more

Using the Receptionist Client     The Basics   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 to monitor users and handle calls.   Log In: Go to https://client.corpglobal.net/receptionist. Enter your username and password. If you do not have your username and password, please contact your company administrator.   Panes   The Receptionist Console functions within a web browser and is composed of different regions, called panes: On the left side of the interface is the Call Console pane. This is where you will see your calls. On the right side is the Contacts Pane, which is composed of various directory tabs – sorting your contacts for easier filtering. At the top is a small menu with other locations, we will talk briefly about settings later.   Call Console Pane   The Call Console Pane is where your calls are managed. Because the interface is linked to your phone number, this gives a view of all of your calls, whether they are answered on a hard phone or a soft client. Incoming calls are shown on this pane, lined up in the order in which they have come in. When answered, you can exercise a bit of control over the call, placing it on hold or ending the call for example. This is accomplished using on-screen buttons. You can place outgoing calls at the top, with the Enter Number box.   Contacts Pane   The Contacts Pane houses multiple directories for your use. The contacts pane dominates the entire right side of the interface You can select one of several directories on the tab at the top. These directories show users and extensions, giving you the ability to call, chat, and transfer with them – depending on the type of contact and the capabilities of their service Transferring Calls   Transferring calls is an essential function of this client: While you have an active call in your call console, select a contact in the contacts pane. A list of options will appear in the contact box Transfer will send the call directly to the contact. VM will send the call directly to the voicemail of the contact. You can also initiate an instant message chat with the CHAT button. Some of these options are dependent on the capabilities of the contact, and if they do not have the capability the button will not appear.     Directories   The Contacts Pane is full of directories which organize your contacts. The most functional of these directories is called Favorites: The Favorites Directory allows you to actively monitor seats in your PBX. Configured by your administrator, this directory is typically your most commonly connected seats. Hook status for the extension is shown in the STATUS column. A red indicator here shows the line is currently on an active call, while green means the line is not in use. If the seat has IM and Presence capability, the IM column will let you see the Presence information as a color, and you can even initiate a chat here. The NOTES column allows you to enter information about the user here. Think of this as an analogue to sticky notes on your monitor. This is really useful for keeping track of out of office information and other notes. Other directories work in a similar fashion, but will not actively poll hook state. Information, such as notes, is shared across tabs. The Enterprise Directory, for example, is a larger list, and is automatically populated with all extensions in your PBX.     Instant Messaging   The Receptionist Client has a built-in Instant Message client, which can be used provided all parties in the chat have the IM&P service on their seat: Selecting a contact who has the IM capability in the service will show the CHAT button. This opens a small chat window at the bottom. You can manage multiple chat conversations here, without the need for another chat client. Chatting is a great way of getting a quick answer to a simple question, even if the person you need is on the phone at the time.   Settings The Settings screen offers a way to more quickly transfer calls: You can find the settings screen by following Settings at the top of the screen. You can save the workspace settings with the Workspace buttons. Drag and Drop is a setting that will grant the receptionist the ability to simply drag a call to a contact to transfer it. Keyboard Shortcuts The following table shows some helpful keyboard shortcuts:       ... View more

Product changes and fixes   On February 15, 2023, additional feature changes and fixes were added to the Atlas customer lifecycle management portal to improve user experience and functionality.     Updates   Added new Yealink CP925 and CP965 Conference Phones Support has been added for the new Yealink CP925 and CP965 conferences phones. These are now in your partner setup page where you can enable them for new orders or use the Bring Your Own Device (BYOD) support if you have existing ones. Information about these phones can be found here:   Yealink CP925 Yealink CP965 ... View more

Product changes and fixes   On January 19, 2023, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.     Updates   Adding calling name (CNAM) and directory listing fields to the residential APIs Added the ability for partners to optionally provide calling name and directory listing information via the residential APIs. The information can be passed in the initial order API. Additionally, two new APIs can be used to retrieve existing info and set new info. NOTE: Calling name can be up to 15 characters.   Adding a customer reference field to sales order for residential customers Added the ability for partners to enter a customer reference tag on residential customer sales orders. This will allow you to reference something such as a customer ID from your own billing system:     The reference will then appear in the Customers tab on the customer account once the sales order is processed. You can also filter your list of residential customers using this custom reference value to help locate a customer in Atlas if you only know your own customer billing information.     Fixes   Fixed a shipment tracking link when FedEx was chosen Update to fix an issue with the tracking link when FedEx is chosen as the shipping method. The link currently results in a page not found error.   Fix to allow showing month value for the schedule event Update to fix an issue when viewing a calendar event schedule in the Customer Administration Portal. Currently the month is not displaying on yearly events. This was only a display issue. ... View more

Call Park and retrieve settings and functions the UCaaS telephone system.   There are multiple ways to support Call Park / Call Retrieve functionality depending on the device you use. The easiest method supported on all HP-Poly VVX x50, HP-Poly Edge E and all Yealink devices is the one-touch method. This is the default behavior setup for these phones. For these devices, this should be the way to use Call Park / Call Retrieve as other methods are unnecessarily complex.     Preferred Way - One-Touch Call Park / Retrieve   Go to the Call Park Notification section below to configure BLF lines for your phone, and make sure to set the Enable Call Park Notification setting to On for each phone.   To park an active call: Press the BLF (busy lamp field) key of the user or parking spot you wish to park the call on.   To retrieve a parked call: Press the BLF key holding a parked call to retrieve that call to your phone.       Older Method (Only use with Polycom VVX 30x/40x/50x/60x phones) This method should only be used with the older series Polycom phones. The Call Park key is not configured on the newer devices.   To park an active call: Place the call on hold, then one of the following actions: press the CALL PARK soft key (some devices). press the PARK soft key (most devices). dial *68. The audio prompts will ask for an extension upon which to park the call.  Enter a valid extension and then the '#' key to park the call on that extension.   You can input any extension on your system, as long as it corresponds to an active non-Primer seat. If you press '#' without an extension, it defaults to the extension of the parking phone itself.   To retrieve a parked call: Enter *88 from the phone. Lift the handset or press the SPEAKERPHONE key to dial the number entered. The audio prompt will ask you to enter the extension upon which the call is parked.  Enter it and the '#' key to make the parked call your active call.     Call Park Notification:       Each extension should have their Call Park Notification enabled: Go to Locations and find the extension. Press the EDIT icon to go to Manage Settings. Navigate to the Call Control tab. Open the Shared Line Appearance / Busy Lamp Field section. Toggle the Enable Call Park Notification button to the On setting.   When this setting is active, a parked call on this device's extension will be noted on the display screen.   Call Park Settings:     There are settings for the contingencies involved in parking and retrieving calls: Go to Locations and select All Locations. Select the Call Park tab. Alter the settings as you see fit: Alternate Recall User: use the drop-down menu to select a seat in that location to send parked calls that have not been retrieved by the recall timer timeframe. Recall To: this drop-down will define the recall pattern. Ring Pattern for Recalled Calls: this drop-down will select a ring pattern for parked calls that have been recalled. Recall Timer: this field can edit the length of time before a call park recall. Alert Alternate Recall User Wait Time: this defines the time for an alternate recall user. ... View more

Enhancements for the Vitelity Customer Portal   Notification Bell   The notification bell in the top right corner of the user portal will turn red when there is a new announcement is added to the announcement page:     SMS Updates   Users will be able to self-provision SMS on phone numbers. When activating a number for SMS, the page will provide an alert with the price per message and about setting up brands/campaigns to send outbound messages. It will also include a link to learn more about messaging for brands/campaigns:     Once activated, users will be able to manage their SMS service for numbers on this page the same as before. The change is they will be directed to open a ticket with support to enable XMPP service on our new platform for numbers:       ... View more

New features and updates for the Microsoft Operator Connect portal   On December 13, 2022, the Microsoft Operator Connect portal will be updated with enhancements.   Updates   Adding ability to update a number to a user or app number A new Third Party Assignments section is being added to the Sinch Operator Connect portal to allow a number to be set as either a User number or Voice App number for use with services like Auto Attendants or Call Queues:       New bulk update options Bulk update options are being added to the Operator Connect portal. A CSV can be downloaded that contains the current numbers and options. This file can be edited to update the outbound caller name options, currently assigned location, international enabled option and application type. The CSV file can then be re-imported to make all the changes in bulk:       New network call forward option When enabled for a customer account, the customer can set a call forward on a number in case Microsoft is having an outage or for other reasons. Simply edit the number, enable call forwarding and enter a number to forward to and click Update. Calls will be routed outside of the Microsoft network to their destination:     ... View more

New features and updates for the customer administration portal   On December 13, 2022, the Customer Administration Portal will be updated with enhancements and fixes.     Updates for the Customer Administration Portal   New page count column for fax solutions In the Customer Administration Portals for the Cloud Business Fax product as well as the Hosted Fax product for UCaaS, a new Page Count column is being added to show the page counts for faxes:       officeXtend/nCommand Plus Updates   Expanded voicemail settings The voicemail settings section will be expanded to include Unified Messaging settings in the Call Control tab for the new softphone clients:       App updates The desktop apps are receiving new updates that include the following: Updates to address some audio issues. Update to specifically address audio issues on HP Elitebook laptops (or others like them) that include more than two microphones. Additional updates are pending for further improvements. Addressed an issue where the silent install option for Windows did not always create the start folders for all users. Addressed an issue where the Windows taskbar icon was not very visible. Fixed an issue that was causing messages to be sent multiple times. The mobile apps are receiving a fix for the following issue: Fixed an issue in the mobile apps where changing any of the settings in the Call control options in Settings->Account Setup would result in a provisioning error. ... View more

Product changes and fixes   On December 13, 2022, additional feature changes and fixes will be added to the Atlas customer lifecycle management portal to improve user experience and functionality.     Updates   Suggested addresses in E911 Validate Tool The Atlas E911 Validate Tool now supports returning close matches for address entries. This is especially useful when an address is only off by a bit and results in an address not found. These will show as Suggested Addresses:     Ability to remove billing option in your Customer Administration Portal In partner Customer Administration Portals, the Billing menu shows with Orders in the submenu. We are now providing a new option in Partner Setup, Branding section that allows a partner the option to hide this menu. The default will remain Enabled so existing portals are not changed:       Fixes   Fixed an issue in Atlas with DID swaps for residential accounts An issue causing some failures of DID swaps for residential accounts has been fixed. ... View more

Enhancements to the Inteliquent Portal   Routing options have been enhanced   These enhancements were announced in September and expanded in October.  This release adds flexible routing options to the following tasks: Number Porting orders. These will now say "Routing Options" instead of "Trunk Group".     Supports Do Not Originate (DNO) field:   When you modify an active number, you can add or remove the DNO flag. You can also search for the DNO flag in your searches.     Streamlining Secondary Navigation:   Submenus have been streamlined by removing redundant naming.   For example: In Toll Free Numbers you will now see "ORDERS" instead of "TOLL FREE ORDERS". ... View more