Sinch Community

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. Webex You can connect to the callcenter as an agent with Webex. To change your availability and manage your login / logout: 1. Select Call Settings in the lower left corner 2. From the Calling Menu, press the Advanced Call Settings button 3. Open the Call Control drop-down 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. ... View more

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

Look up call failure codes BUSY This error means we received a busy signal from your server or device CALL_REJECTED This error usually means your server or device rejected our call. CANCEL Call is cancelled. The dial command reached its number, but the caller hung up before the caller picked up. CHANUNAVAIL This error usually means your server or device is not currently registered to our servers. Recommended Solution: Please make sure you are registered to the correct inbound server for your account as per the configuration samples found on the support page within the user portal and that you have selected the correct routing method for your DID(s) on the DIDs page. If you are aware of this error and are purposely having calls fail to utilize our failover feature, please disregard this message CONGESTION This error usually means your server or device does not recognize the number being dialed. Recommended Solution: If using asterisk, make sure you have the correct inbound context specified on your inbound trunk and that you have correctly added an inbound route/extension logic for this DID NO_ANSWER This error means we attempted to route the call to your server, but received no answer NO_USER_RESPONSE This error means we attempted to route the call to your server, but received no answer NORMAL_CIRCUIT_CONGESTION This error usually means your server or device does not recognize the number being dialed. Recommended Solution: If using asterisk, make sure you have the correct inbound context specified on your inbound trunk and that you have correctly added an inbound route/extension logic for this DID ORIGINATOR_CANCEL Call is cancelled. The dial command reached its number, but the caller hung up before the caller picked up Over the channel Limit This call failure could have been the result of various issues. The failure cause could be Post Dialed Delay, Ring back, and or channel limitations. Recommended Solution: Please contact Voyant if you have further concerns regarding this failed call. If this DID is assigned to a Virtual PRI you may order more channels within the Order section of the customer user portal. Otherwise please contact our customer support department to have this limit raised. Please Note: DID numbers with the Unlimited Local DID rate plan may only receive 4 simultaneous inbound calls; Unfortunately, this limit cannot be increased. However, per request we can convert the number to the PPM (Pay Per Minute) rate plan which does not have this channel restriction. If you no longer wish to receive these emails, you may disable this feature within the My Account section of the customer user portal. REQUESTED_CHAN_UNAVAIL This error usually means your server or device is not currently registered to our servers. Recommended Solution: Please make sure you are registered to the correct inbound server for your account as per the configuration samples found on the support page within the user portal and that you have selected the correct routing method for your DID(s) on the DIDs page. If you are aware of this error and are purposely having calls fail to utilize our failover feature, please disregard this message UNKNOWN An unknown error has occurred Recommended Solution: Please open a trouble ticket within the user portal for further assistance   ... View more

How to remove credit card information as the payment method within the Customer Administration Portal   Removing a Credit Card To remove a card from the auto-pay feature, or to remove an existing card to use another card, please follow these steps below.   To remove a card from auto-pay, open the credit card by selecting the + symbol next to the card.    2.  The screen will expand and show a Remove button. The system will ask you to confirm this action.      ... View more

What Features Are Available to Call Center Agents and Which Seat Type Do I Need? Guard Timer: An Agent Default Setting that, when enabled, delays the delivery of a new ACD call until the timer expires. Designed to prevent a new ACD call from being presented to the agent immediately after they end the previous call. This is not designed to support post call work. Available on Seat Type: All Join Call Centers: Agents assigned to Call Centers must Join the Call Center to be considered in the call distribution process. If they are not joined they are not considered active in the Call Center. If they are joined their ACD state and Line State are used to determine if/when they receive a call. Agents can join any number of Call Centers, using either the Web Portal or the Call Center Client. Agents may be allowed to set their join status or an Administrator can configure and lock their join status. This is generally used when an agent needs to temporarily join a queue when call volumes are higher than normal. Available on Seat Type: All Set ACD States: Agents can configure the following ACD states, sign-in, available, unavailable, wrap-up, sign-out. An Agent is considered idle and available to receive an ACD call if they are in the Available state and their line state is on-hook (assuming they do not have Call Waiting enabled and have not enabled calls during Wrap-up state). The ACD state applies to all Call Centers to which they are joined. Available on Seat Type: Standard or Premium Unavailable Codes: The Unavailable ACD state can be extended to include codes showing the reason the Agent is Unavailable. For example: Unavailable-Lunch. Unavailable codes are completely customizable. Administrators create or enable a set of Unavailable codes for use within an Enterprise or a Call Center. Up to 1000 Unavailable Codes can be defined in an Enterprise. Note: Agents can be forced to select an unavailable code, with a default Unavailable code applied when one is not selected. Available on Seat Type: Standard or Premium Forced Unavailability Codes: An Agent Default Setting policy that, when enabled, forces transition of a Call Center agent from Available/Wrap-up to Unavailable status. The following 3 conditions can be individually enabled to force the Agent to change ACD state to Unavailable: The agent is making or receiving a personal call (Premium Only), The agent is enabling the Do Not Disturb (DND) service, The agent has not answered a specified number of incoming ACD calls (bounced calls). Note: Unique Unavailable Codes can be created and applied to each condition when this feature is triggered. Example: Unavailable-DND. Available on Seat Type: Standard or Premium Distinctive Ringing: When enabled, a distinctive ring pattern is played to the phone device when an ACD call is delivered or when an ACD call is force delivered (Auto Answer Enabled) to the agent. There are 4 different ring patterns that can be assigned. Note: This feature is generally used in an informal call center environment and allows the agent to distinguish between direct inbound calls and ACD calls from a few different queues. Available on Seat Type: All Wrap-Up ACD State: Wrap-up ACD State: Agents use the Wrap-up ACD state for post ACD call work. They may transition to this state automatically at the completion of an ACD call, or manually via the Call Center Client. Configurable options exist for the following: Allow agents to receive a new ACD call when they are in wrap-up state, Set automatic wrap-up duration time, Set maximum Wrap-up duration time for agents in a Call Center. Available on Seat Type: Standard or Premium Disposition Codes: Disposition codes can be applied to call center calls during the call and at wrap-up. This allows calls to be tagged in reports to track the result of promotions, the result of calls, the purpose of calls, or other items. Disposition Codes are completely customizable. Administrators create or enable a set of Disposition codes for use within an Enterprise or a Call Center. Up to 1, 000 Disposition Codes can be defined in an Enterprise. Available on Seat Type: Premium Automatically Answer Calls: A Queue policy configuration option that, when enabled allows ACD calls to agents to be automatically answered and rendered over the device's speaker and microphone. Note: The agent's device must support the Remote Control Talk Event package for this feature. Available on Seat Type: Premium Agent Whisper Message: When enabled, allows a custom message to be played to the agent when a call comes from a call center. Example: Call from Sales Queue. A separate customized message can be loaded for each Call Center and for each configured DNIS within a Call Center. Available on Seat Type: Premium Distinctive Ringing: When enabled, a distinctive ring pattern is played to the phone device when an ACD call is delivered or when an ACD call is force delivered (Auto Answer Enabled) to the agent. There are 4 different ring patterns that can be assigned. Note: This feature is generally used in an informal call center environment and allows the agent to distinguish between direct inbound calls and ACD calls from a few different queues. Available on Seat Type: All Call Escalation to Supervisor: Agents can quickly escalate calls to their assigned Supervisors via a button in the Call Center client. The following call escalation types are supported: Normal Escalation - this is a consultative escalation in which the calling party is placed on hold, the agent connects with a Supervisor, and the parties are joined together, Emergency Escalation - this is an escalation in which the calling party is NOT placed on hold, the agent alerts a Supervisor and they are immediately joined into the call. Using the Call Center client, agents can see the line state of their assigned Supervisor and select a Supervisor based on their line state, or a Supervisor can be automatically selected by BroadWorks, based on the Supervisor's availability. Any user can be assigned as a Supervisor for a Call Center, including Team Leads. They need not have a Call Center Supervisor Client. Available on Seat Type: Standard or Premium Remote Office: Allows any user (Agent or Supervisor) to access and use their BroadWorks service from any end point, on-net or off-net. This service is typically used by home-based workers, as it enables them to use all of their Call Center client features while working remotely (for example, extension dialing, transfers, conference calls, Outlook integration, directories, and so on. Example: When a call is distributed to an agent, their home phone (running on a different carrier's network) is alerted and they see on their Call Center client that the call is from a Call Center. When they answer the call, BroadWorks continues to track their call state for availability and reporting. Available on Seat Type: All BroadWorks Anywhere: Allows any user (Agent or Supervisor) to provision an alternate phone that will be alerted when calls are delivered to them. Call state is maintained on BroadWorks throughout the call. In most cases, this feature is applied to a mobile phone (running on a different carrier's network) is alerted and they see that the call is from a Call Center. When they answer the call BroadWorks continues to track their call state for availability and reporting. Available on Seat Type: All Customer Originated Trace: Agents can trigger a COT action on any active call or the last call they received, using either the Call Center client or a FAC. Available on Seat Type: All Call Hold/Retrieval Handling: Configure to prevent agents from putting a Call Center call on hold indefinitely. Includes configurable timers that alert the agent of the held call, or returns the call to the queue. Available on Seat Type: Standard or Premium Display Inbound Call information: The phone will display the following information when a call is presented: Call Center DNIS name and number, Number of calls still in queue, Wait time of current call, Wait time of longest waiting call. Available on Seat Type: All Set ACD State: Set ACD state using soft keys on phone, including Unavailable Codes. Available on Seat Type: Standard or Premium Assign Disposition Code: Assign a Disposition code using soft keys on the phone. Available on Seat Type: Premium Services Enabled via FAC: The following services can be enabled using FACs: Silent Monitor Agent (Supervisor), Silent Monitor next call (Supervisor), Night Service Activation/deactivation (Supervisor), Forced Forwarding activation/deactivation (Supervisor), Place Outbound ACD call, Place Outbound Personal call, Escalate call to Supervisor (Standard or Premium), Initiate COT (Standard or Premium). ... View more

Enterprise Storage for Hosted Fax and Call Recording in the Customer Administration Portal In the Enterprise Services section of the Customer Administration Portal there is the Storage Widget, which is used to manage the storage from Hosted Fax and Call Recording.   Every product that uses storage (Personal Hosted Fax, Shared Hosted Fax, and Call Recording) will grant the PBX 1GB of Enterprise Storage space. This is a bulk storage, so the 1GB of storage per product is not reserved for that product, specifically.  For example, if you have 3 Call Recording products and 1 Shared Hosted Fax, your PBX has 4GB of storage space that can be utilized across all of these products. Each product allows you to manage the storage of their services, so you can delete or download as you see fit on a case by case basis. As the storage space fills up, the portal Administrators are alerted at certain intervals that the storage limit is being reached. Overages If you exceed the storage limit, the products will continue to work and none of your past items will be deleted, but you will be charged data overage if you do not manage your stored items. ... View more

Alternate Numbers: Users can have up to ten phone numbers or extensions assigned to them. The usual ringing is provided for incoming calls to the primary phone number and users have the option of enabling a distinctive ring for calls to their second and third phone numbers. For outgoing calls from the user, the user’s primary phone number is the calling line identity. Anonymous Call Rejection: Enables a user to reject calls from anonymous parties who have explicitly restricted their Caller ID. By activating the service via a web interface, callers without available caller identification are informed that the user is not accepting calls at that time. The user’s phone does not ring and the user sees or hears no indication of the attempted call. This service does not apply to calls from within the group. Automatic Hold/Retrieve: Enables users to automatically hold and retrieve incoming calls without requiring the use of feature access codes. This feature is especially useful for attendants managing a large volume of incoming calls by enabling them to hold calls by simply transferring them to dedicated parking stations. When an incoming call is directed to that station, the call is automatically put on hold and provided any media on hold. When the attendant wants to address the call, they simply retrieve the call from the held station. A timer exists that automatically returns the call to the attendant following an expiration. Automatic Callback: Enables users who receive a busy condition to monitor the busy party and automatically establish a call when the busy party becomes available. This service can only be activated when calling within the same group Busy Lamp Field Shows the status of other users phones (busy, ringing, available) connected to user’s phone system. Calling Line ID Delivery Blocking: Enables a user to block delivery of their identity to the called party. Call Forwarding Always: Forwards all incoming calls to a designated number. Press *72 to activate, *73 to deactivate. Call Forwarding Busy Forwards all incoming calls to a designated number when the line is busy. Press *90 to activate, *91 to deactivate. Call Forwarding No Answer: Forward all incoming calls to a designated number when you do not answer. Press *92 to activate, *93 to deactivate. Call Forwarding Not Reachable: Forward all incoming calls when user is unreachable (during a power loss, for example). Call Forwarding Selective: Automatically forwards incoming calls based on selected criteria. Call Park: Enables a user to hold a call and to retrieve it from another station within the group. To park a call, a user dials *68. The call is parked and the caller is held. To retrieve the call, the user goes to any phone in the group and dials *88 followed by the user’s extension. The call is retrieved and connected to the retrieving user. Call Pickup: Enables a user to answer any ringing line within their pick-up group. A pick-up group is a group administrator-defined set of users within the group, to which the Call Pickup feature applies. To pick up a ringing call, a user dials *98. The user is then connected to the caller. If more than one line in the pick-up group is ringing, the call that has been ringing the longest is answered. Call Log: Enables users to see a record of all received, missed and placed calls from their extension. Call Notify: A notification message with caller’s name and number (if available) to an email address. Call Return: Enables a user to call the last party that called, whether or not the call was answered. To call back the last party that called, the user dials *69. The system stores the number of the last party to call, and connects the user to that party. Call Waiting: This feature suspends user’s current call to answer a new call. Caller ID Blocking: This feature enables a user to block delivery of his/her identity to the called party. The user controls the service via the portal, which provides the ability to activate and deactivate the service. If activated, all calls made by the user have the user’s identity blocked. If this service is activated, users can still choose to allow the delivery of their Calling Line ID on a specific call by entering the respective feature access code (*65 is the default) for Calling Line ID Delivery per Call. Once the call is over, Calling Line ID Blocking is restored. Calling Name/Number Delivery/Retrieval: This feature enables the calling name for incoming calls by querying an external database for the information if it is not received in the call set-up messaging. Calling Line ID Delivery provides the calling number and name for all calls, calling name information is typically not passed with calls received from external parties. Call Transfer: Transfer a call to another number or extension Directed Call Pick Up Enables a user to answer a call directed to another phone in their group by dialing *98 then the extension of the ringing phone. Directed Call Pick Up with Barge-In: In addition to the ability to pick up a call directed to another user in the same customer group, this version of the Directed Call Pick-Up service also enables the user to barge-in on the call if already answered, thereby creating a three-way call. Administrators can configure to play a warning tone when a barge-in occurs. Do Not Disturb: Allows a user to easily set their number or extension as busy. Call will be directed to voicemail. Last Number Redial: Enables users to redial the last number they called by clicking the Redial button or by dialing *66. Personal Phone Lists: Enables users to dial frequently called numbers by selecting from a searchable list of names. Each user can add, delete, edit and reorder numbers in their Personal Phone List which serves as a personal speed dial list. Users can add multiple numbers to this list by uploading them from a flat file. Selective Call Acceptance: Enables a user to define criteria that causes certain incoming calls to be allowed. If an incoming call meets user-specified criteria, the call is allowed to complete to the user. All other calls are blocked and the caller is informed that the user does not wish to receive the call. The user controls the service via the Customer Portal, which provides the ability to establish the criteria sets for determining which calls are allowed to complete. Criteria is based on incoming calling line identity, time of day, and day of week. Selective Call Rejection: Enables a user to define criteria that cause certain incoming calls to be blocked. If an incoming call meets user-specified criteria, the call is blocked and the caller is informed that the user is not accepting calls. The user controls the service via the Customer Portal, which provides the ability to establish the criteria sets for determining which calls require blocking. Criteria is based on incoming calling line identity, time of day, and day of week. Shared Call Appearance: Allows for incoming calls to ring on up to 35 additional phones simultaneously, connecting the first phone to be answered. If one of the phones is already hosting an active call under the line ID, incoming calls are delivered to the active phone and any outgoing calls from another phone using the same line ID are blocked. Speed Dial 100: User can designate a two-digit code for up to 100 telephone numbers. Three-Way Calling: Enables a user to make a three-way call with two parties, in which all parties can communicate with each other. To initiate a three-way call while engaged in a regular two-party call, the user presses the flash hook and dials the third party. Before or after the third party answers, the user presses the flash hook to engage the two parties. To drop the third party, the user presses the flash hook and is reconnected with the original party in a regular two-party call. If the user hangs up, all parties are released. Voicemail-to-Email Within the Customer Portal: Users can enable the ability to receive .wav files of any voicemail via email ... View more

Use the Bulk Update feature in the Customer Admin Portal to update time zones For most of the USA, the time will change twice a year for Daylight Savings Time. If the time changes and your phones no longer match, it is often because your time zone settings are not correct. These can be changed easily in the Customer Administration Portal.    Navigate to the Bulk Update section. Select the Time Zone page. Choose the Desired Time Zone. Choose the scope of the update; all selected users, all users in the enterprise, or all users in the given location. Confirm with the UPDATE button at the bottom of the page. These changes apply within minutes, you may notices phones restarting.   The time zones will update for daylight savings time correctly, but there are Canadian and US versions of most time zones. Be sure to select the correct nation for the updates, as they can vary as to when the time adjustment is made.   Arizona does not change their time for DST, so they have their own time zone. This is often entered incorrectly as either Mountain time or Pacific time depending on the season. This should be adjusted to Arizona, then no further update will be necessary.     ... View more