CommUnity Admin Panel User Guide

1 ADMIN PANEL NAVIGATION BAR
2 DASHBOARD
- 2.1 REPORTS SECTION
- 2.2 LICENSES SECTION
- 2.3 USERS SECTION
- 2.4 LATEST UPDATE SECTION
3 ORGANIZATION
- 3.1 USERS
- 3.2 SITES
- 3.3 DEPARTMENTS
- 3.4 GROUPS
4 CONFIGURATION
- 4.1 DEVICES
- 4.2 MANAGE HOTDESK DEVICES
- 4.3 EXTENSIONS
- 4.4 PHONE NUMBERS
- 4.5 ABOUT GEOLOCATIONS
- 4.6 CONFERENCES
- 4.7 LICENSES
- 4.8 ROLES & PERMISSIONS
5 CALL CENTER
- 5.1 REAL-TIME MONITOR
- 5.2 MANAGE QUEUES
- 5.3 QUEUE RECORDINGS
6 INBOUND CALL ROUTING
- 6.1 CUSTOM VOICE PROMPTS
7 REPORTING/AUDIT
- 7.1 SAVED REPORTS
- 7.2 SCHEDULED REPORTS
- 7.3 CALL REPORTS
- 7.4 QUEUE REPORTS
  - 7.4.1 AGENT SUMMARY
  - 7.4.2 AGENT CALL DETAILS
  - 7.4.3 AGENT STATUS
- 7.5 QUEUE SUMMARY
  - 7.5.1 QUEUE DETAILS
  - 7.5.2 ABANDONED CALLS
  - 7.5.3 CALLER DETAILS
  - 7.5.4 AGENT REPORTS
  - 7.5.5 USER/AGENT REPORTS
  - 7.5.6 AUDIT LOG
8 SETTINGS
- 8.1 COMPANY PREFERENCES
  - 8.1.1 KEY CODE CHEAT SHEET
- 8.2 BULK UPLOAD
- 8.3 ACTIVE DIRECTORY
  - 8.3.1 CREATING AN ACTIVE DIRECTORY ENTRY
- 8.4 ACTIVE DIRECTORY SYNC
9 HELP

TIP

Use the “shift” key while using the scroll wheel on your mouse to scroll left and right on any wide page in your browser.

ADMIN PANEL NAVIGATION BAR

The Navigation Bar in the left-hand sidebar of the page lets you administer your account settings.

DASHBOARD

The Dashboard consists of three sections and a log:

Reports (3)
License Usage
Users
Latest Updates: 5 most recent Audit Log entries

REPORTS SECTION

The Reports Section (top row below) provides instant graphical snapshots of the Last 24 hours of Calls, Calls over 7 Days, and Call/Talk Duration over 7 Days. Hover over a chart to see more details .Click a chart it. You can return to the Dashboard by clicking on Dashboard in the navigation bar or by clicking “back” on your browser.

LICENSES SECTION

This sample image displays two diﬀerent licenses. Clicking on the License quantity icon allows you to add and remove users.

Advanced user Licenses are default licenses automatically assigned to new users. A license can be “freed up” by removing it from a user or by canceling/deleting the user. (Note: A user license must be suspended for a minimum of 12 hours before it can be deleted.)

Other licenses can be freely assigned and unassigned to users.

You can return to the dashboard by clicking on Dashboard in the navigation bar or by clicking “back” arrow in your browser.

USERS SECTION

The users section displays the number of users set up in your phone system. Clicking the number takes you to the Organization-> Users page. Click the + New button will present the Create User page.

You can return to the Dashboard by clicking on Dashboard in the Navigation Bar or by clicking “back” on your browser.

LATEST UPDATE SECTION

The Latest Update section displays the last 5 changes performed on the system. Clicking on this section takes you to the full Audit Log, where you can see a 90-day history of changes.

You can return to the Dashboard by clicking on Dashboard in the Navigation Bar or by clicking “back” on your browser.

ORGANIZATION

USERS

The user page lists all current users. On this page you can:

Create a user.
Delete a user.
Suspend a user*.