Page Comparison

GROUPS

In the Groups page you can:

• Create a group

• Edit a group

• Delete a group

• Download a CSV of your groups (including filtered selections when applicable)

Configuration options on the Groups page include:

• Group Voicemail: Set up Group extension numbers and, using a system code, leave Voicemails for all members of those Groups. For example, if you set the extension number of a Group to 7999, when you dial *867999 you can leave a Voicemail that populates in each Group member’s individual voicemail boxes at their own extensions.

• Group Page: Group extensions can be used to Page the members of any Group via system code.

• Group Intercom: Similar to a Group Page, Group Intercom activates the microphones for every phone in the Group. (Use with caution: Activating a Group Intercom can create unpleasant feedback when phones are close together. As a general rule, the Intercom features is best used when contacting individual users.)

• Ring Groups: Allows you to route calls and using different ringing options such as:

  • Top to bottom: This follows the List of Group members. You can arrange their order by adding them in the order you wish for them to appear.

  • Round Robin: On the very first call, this Ring sequence starts at the first listed Group member and rings over to the next Group member and so on, until a call is answered. The next call, will ring the agent directly after the one that answered last, maintaining a “fair” distribution of calls.

• Ring All: Rings all the members of the Group at once until the call is answered.

• Longest Idle: Routes the next call to the Group member with the longest time between calls.

CONFIGURATION

DEVICES

The Devices page provides you a list of the hard, desktop phones in your system. Through this page, you can assign a phone to a user or to a Site or “Hotdesk” phone that any user can log into. If you scroll over to the right, you also can see which Location the phone is assigned to (office, home office, on the road, a secret location), and also the Status of the phone. For example, is the phone connected (registered) or not to the main system and able to place and/or receive calls.

Configuration options include:

• Manage Hotdesk devices

• Set whether the phone uses a secure protocol

• Assign the phone to either a site (Hotdesk), or to a user directly.

• Set up a description

• Reset the phone connection password (SIP registration)

• Export a CSV file

• Change between List and Card Views

MANAGE HOTDESK DEVICES

The Manage Hotdesk Devices button on the Devices page allows you to display a list of devices that are set up as Hotdesks. Hotdesking, allows you to have unassigned phones that users can log into and work from as if the Hotdesk extensions were their own phones.

In this display, you can see which Hotdesk users are logged into phones. Administrators can manually log users out of Hotdesks from this page as well.

EXTENSIONS

From the Extensions page you can:

• Export extensions to a CSV file.

• Change between List and Card Views.

• See (under MAC address), which devices users have as their primary CommUnity devices. These can be softphones (HW-), desktop phones (HP-), or CommUnity mobile softphones (HM-).

PHONE NUMBERS

From the Phone Numbers page, you can:

• Determine if a phone number belongs to an office location (site).

• Determine if a phone number is directly assigned to a user as a direct inward dial (did) number, which would bypass all menus and ring that user directly.

• Determine whether the phone number is a direct number to a ring group, which would bypass any menus.

• Assign phone numbers to a site and/or user and/or group (either a user or group, not both at the same time).

• Change between list and card views

• Export to CSV

• Manage geolocations (see About Geolocations info below)

• Filter the list

ABOUT GEOLOCATIONS

Setting up Geolocations ensures that Emergency Services dialed from your company’s phones/extensions are routed to the correct destinations. A typical geolocations scenario:

• Your main office has its own:
  Typically, all office users use this address or 911 calls.

• For users that are remote worker/telecommuters:

You create geolocations for those users (typically using their home addresses) The users are then assigned their own DID (Direct Inward Dial) numbers, or their own Caller ID numbers, that can be set up for their own 911 addresses.

CONFERENCES

The Conferences page displays available Conference rooms in your system. From this view, you can:

• View your list of conference rooms

• Export a CSV of your rooms

• Set conference room names

• Select the room moderator: This is the user who can Invite, Kick or Mute other callers in the room

• Set an Admin PIN: This is the PIN used to enter the room as a moderator

• Set a user PIN: This is the pin used by any caller into the Conference room, whether it’s an internal user entering via *888 (conference center extension) and entering the room number, or whether the caller is calling in from outside

• Set a room to Private (so it will not appear in CommUnity)

LICENSES

The Licenses page allows you to view and manage Licenses that enable features and abilities in your phone system such as:

• Advanced User License

  • The default or “core” License provided to each user, typically including:

    • A username and password to CommUnity

    • A Phone Number

    • A Voicemail box

    • Ability to place/receive any calls.

• Call Center License

  • An “add-on” license for ACD (Automatic Call Distribution) with reporting of these calls (think of a call center in this case)
    (In order for a user to be added to a queue, they will need this license.)

• Voicemail Transcription

  • This is a voicemail to text feature that enables you to read your voicemail messages in your email.

• CommUnity Mobile

  • This provides the user the ability to use the CommUnity Mobile software, and also the CommUnity Mobile softphone on their phones.

NOTE

Although “simple queues” (i.e. Ring Groups) are available, they do not provide Call Center reporting, such as abandoned calls, average talk time, average hold time, Real-Time Monitor, etc.

ROLES & PERMISSIONS

The Roles & Permissions page defines user control over features, views and Admin Panel access. Allow and/or restriction options include:

• Seeing all users and/or departments and/or sites

• Placing or parking calls

• Logging in and out of queue(s) (personal permission); logging in and out other extensions from queue(s)

• Seeing/entering/and other options for conference rooms

• Select- or all-user visibility

• Manage sites, departments, queues, users, devices, etc.

• Group paging/intercom

• Creating/deleting groups

Default roles for users by level include:

• Level 0: No Admin Panel access. users typically use CommUnity, and their phones.

• Level 1: Limited Admin Panel access. Typical Level 1 users would be: Call Center managers; Call Center supervisors; Team leads (Call Center); Site administrator (ability to manage users, phone numbers, phones of local site only)

• Level 2: Can administer the entire company (all Sites, users, etc.) by default. However custom permissions can be established for “restricted” level 2 roles.

• Level 3: Primary default administrator added to all systems, which is usually the main point of contact on the account, when your system was ordered. Level 3 administrators can perform administrative tasks directly or set up the level 2 administrators to manage those tasks.

NOTE

An administrator can only create a user (or administrator) at levels below (but not including) their own. For example, a Level 3 administrator can manage levels 2, or 1, or 0, but a level 2 administrator can only manage levels 1 and 0. In most organizations, only one administrator is Level 3.

CALL CENTER

REAL-TIME MONITOR

The Real-Time Monitor (RTM) page displays information as it is happening in your Queues/Call Center, including:

• Callers on hold, waiting to reach a representative/agent

• Logged-in (top right) and logged-out (bottom right) agents. Allows a manager to quickly see how many Agents are logged in

• “Quick stats” (top left), showing:

  • Total count of calls on hold

  • Total abandoned calls

  • Total completed calls

  • ASA (average speed of answer)

  • Number of calls that met your service level agreement (SLA) SLA defines the duration or amount of time before call “must” be answered, to either:(a) provide good customer service, and/or (b) meet an agreement with — or guarantee to — callers ensuring the maximum amount of time a caller is on hold before an Agent answers

  • Average talk time

• Call status (Agent is on or ringing a call)

• Total calls Agent has taken so far, in the current Queue

• Access to Queue reports

• Access to edit the Queue

NOTE

If you attempt to add a user to a Queue and the user does not appear in the list of available users, it’s likely that the user hasn’t been provided with a Call Center License. In this case, you can go to the user’s profile or to the Licenses page to assign the user a Call Center License (provided an open License is available).

QUEUE RECORDINGS

The Queue Recordings Page provides you with access to:

• User name

• User extension number

• Tally of calls recorded

• The number of recordings limit, which currently is 100 at a time. (This number decrements every call so you have a running tally of how many are remaining and can gauge when you have to “refill” the recordings.)

Note: Future updates may allow you set the limit to more than 100

• The ability to display all recordings (by clicking the Recordings button)

• The ability to disable recordings

WARNING: Disabling user recordings deletes all existing recordings for that user

• Manage users: Enable/disable recording of a user/Agent (remember, #6 above).

INBOUND CALL ROUTING

The Inbound Call Routing page allows you to configure / set up how your calls are handled. (Note: Direct Inward Dial numbers assigned to users or Groups bypass this menu.)

Options on this page include the ability to:

•  Set up call sequences with menu options

•  Set up schedules for your call sequences (e.g., calls process one way during business hours and another after hours)

•  Create custom prompts for callers

•  Send calls to different destinations

•  Set an extension number on a menu

•  Set up playlists for your music on hold

CUSTOM VOICE PROMPTS

• Click on the Inbound Call Routing section.

• Hover over and click on the Audio Prompts icon located on the upper right corner. (See image below.)

• You may upload a recording or record a new one. If you are recording an audio prompt, please click on Record Prompts.

• You may record directly from your computer or ask the system to give you a call.

Phone record option

•  Enter your phone number, file name, and click Call Now.

Note that as soon you answer, you are being recording.

•  Hang up when you are done recording.

Re-recording

If you need to re-record your message, finish your current recording, delete it from the panel, and re-enter your number and file name. Then ask the system to call you again.

REPORTING/AUDIT

SAVED REPORTS

The Saved Reports page displays graphs for your call reports and provides an option to set (i.e., pin) select graphs to your dashboard. Clicking on any of the graphical summaries, will takes you to the specific graph/report.

SCHEDULED REPORTS

The Scheduled Reports Page provides a list of scheduled reports as well as the ability to delete them.

CALL REPORTS

This is the Call Reports section allows you to view calls placed/received, run reports based on specific criteria and to refine your reports. Options on this page include the ability to:

• View call records

• Filter reports

• Schedule reports

• Download a report as a CSV (based on your current filters)

Filter options include:

• Dates: The previous 7 days are set as a default. (Can be changed to be date- or duration-specific)

• Time Zone: Set the time zone for report data

• User Names: Filter by user

• Caller Number

• Called Number: This can either be (a) the outbound number a user dialed, or (b) the inbound phone number your customer(s) dialed to reach your system

• Caller Site Names: List of calls placed by users from a specific Site

• Called Site Names: Inbound calls to specific site

• Call Status: Filter by: Answered, Missed, N/A

• Call Tags: Filter by the type of call, such as: Queue call; Went to Voicemail; External (which includes local, and long distance) and international)

• Report Name: Name your CSV report file (when you use the “Download CSV” button) before downloading a file

TIP The Called Number filter is useful when you’re running promotions, collecting surveys, etc. to help you

determine the success levels of your promotions. (You also can create a Scheduled Reports for the length                                       20

of your campaign by Called Number in advance).

REPORT SCHEDULER

AGENT CALL DETAILS

The Agent Call Details report provides drill-down details on each call the agent answered.

AGENT STATUS

The Agent Status report provides the information on agent log=in and log-out statuses. There are currently three ways to log in or out an agent to the Queue:

• Via CommUnity

  • Logging in via HUDweb is listed as “AGENTLOGIN”

  • Logging out via HUDweb displays the reason for an agent log-out, such as “shift over”, or “on a break.” You can define logout reasons in the Manage Queues page

• Via the Admin Panel, on the Real-Time Monitor

  • When agent is logged into the Queue, via the Admin Panel the “AGENTLOGIN” status is displayed

  • A manager or supervisor can log users in and out on this page (a reason must also be selected when logging out an agent)

  • When a supervisor sets an agent to permanent “AGENTLOGIN” is displayed and “permanent” is listed as the reason

• Via a phone/device. Agents can log in and out of the Queue by phone with the following codes:

*1 Use the current extension assigned to the phone to log into the Queue. For example, if the phone shows extension 7000, and we dial *1, 7000 will be used as the “agent” extension number, which (when enabled) will prompt the agent for their Queue password.

*3 Use the current extension assigned to the phone to log off from the Queue For example, if the phone displays extension 7000, and we dial *3, extension 7000 will be used to log off from the Queue.

*54 Log in with a prompt to enter the extension number.. Allows a queue agent, to use any phone to log into the queue with their own extension number.

*56 Log out with a prompt to enter the extension number. This log out method, will prompt the agent for the extension number to log out.

NOTE

When a phone (desk phone or softphone), the agent status report will indicate whether the user logged in or out using the phone. Also note that using phones to log in or out of Queues logs users in and out from all Queues the users belong to. Using HUDweb or the Admin Panel enables login/logout by Queue..

QUEUE SUMMARY

The Queue Summary report provides a summary of all Queues by default and can be filtered to select Queues.

QUEUE DETAILS

The Queue Details report provides filterable insight into each call that was processed by the Queues.

ABANDONED CALLS

The Abandoned Calls report lists calls that left a Queue and their reasons, such as:

• Caller hung up the call

• Caller dialed a “keypress” to exit the Queue

• Caller exceeded the Queue time (set in your call menus) and exited via timeout

CALLER DETAILS

The Caller Details report provides the complete details for each call that went into a Queue.

AUDIT LOG

The Audit Log provides administrators with a detailed history of changes performed on the system—from updating/modifying a user (on an administrative level) or a user setting up his/her ring device and/or Find Me Follow Me settings.

The Audit Log is useful when a feature/call route isn’t functioning as expected, allowing you to determine and reverse changes. This ability can be particularly helpful when you have a very complex Inbound Call Routing and need to determine which menus or sequences were changed.

Using the Audit Log can augment ongoing training for Admins or users as well. When problems are identified and reversed, the log provides the ability to identify the Admin/ user and provide him/her with information on how their changes affected the system.

SETTINGS

The Settings page provides access to system-related settings such as setting up key codes, performing bulk uploads, or setting up an Active Directory on the system.

COMPANY PREFERENCES

KEY CODE CHEAT SHEET

 BULK UPLOAD

The Bulk Upload page, allows you to upload spreadsheets to populate various parts of the system, such as:

1. Create all users including their assigned (where applicable):

• Phone Numbers

• Devices/phones

• Sites

• Voicemail passwords

• CommUnity passwords

• Assigned licenses

• Caller ID

NOTE: The Bulk Upload feature can be used to add users or Queues but cannot make changes to existing entries.

• Groups with assigned members

• Queues with assigned members

• Departments

• Additional Sites

• Assign users to roles (user permissions, etc.)

In order to assign roles, they would first have to be created on the Admin Panel prior to your bulk upload. You can also download the template via the Download Template button on the top right corner of the page to ensure you have the correct layout and format. (Note that you do not have to convert the document into another format. Simply download the template, open in your favorite spreadsheet program, fill in the document, save it, and upload it “as is.”)

Each time you execute an upload, you will receive an email with a “transaction ID” that can be used on the Bulk Upload page to review the successes/failures. When failures occur, you’ll be provided with information on items in need of correction.

ACTIVE DIRECTORY

The Active Directory page allows you to sync to an Active Directory.

CREATING AN ACTIVE DIRECTORY ENTRY

•  Click the Create button on the top right corner of the main page (see screenshot above) to access the following page:

•  Simply fill out the required information to set up an Active Directory.

ACTIVE DIRECTORY SYNC

The Active Directory Sync page allows you to run certain queries against your Active Directory.

HELP

The Help page provides the phone number to call when you need assistance. It also provides you with currently released version of your software.

The Support Request button at the top right of the page lets you submit a ticket directly to our support team (see next page).

The Support Request section also lists your “phone support key” — a 5-digit identification number you can provide to support agents when you call in for assistance.

CREATE SUPPORT REQUEST

In the Support Request section, you can submit a ticket directly to Sangoma support which automatically includes your “phone support key” in the subject line of your request, allowing agents to look up your account and system details.