FEATURES

 

CALL CENTER

Call Center capabilities are an add-on feature to the core unified communications service. When logging into the portal, the Call Center menu option is present on the left-hand navigation bar. Before you can start to set up a Call Center, you must have an internal extension or a 10-digit DID designated as a Call Center type extension.

Call Center Dashboard

Call Center Dashboard is a reporting tool that visualizes and summarizes key call center metrics and parameters. The Call Center dashboard tracks and highlights all of the configured Call Centers on the account, presenting summaries for Queues, Inbound, Abandoned, Percentage of calls abandoned, Agents on Calls, Number of Agents logged in and Average Queue Wait Times.

 

 

Call Center Status

The call center status page displays general information to help visualize call volume and agent status.

• Agent: Displays the agent’s name.
• Extension: The associated extension/phone number for that agent.
• Status: Displays the current status of the agent. See section labeled “Changing the Status Of An Agent” for more details about each status.
• On Call: If the agent is currently on an active call.
• Queues: Displays all queues the agent has been assigned to (through the Tier)
• Device Online: Displays if the agent's phone is connected and online
• Number of Inbound and Outbound Calls Today:  Displays the total number of inbound and outbound calls for the day for that agent
• Talk Time Today: Total number of time the agent has been on calls.

Agent Status

An Agent represents a person. The Agent can then be assigned one or more phones or phone registrations. This allows you to have an Agent receive more than one call, or to receive calls on different devices.

To view the list of agents, navigate to Features > Call Center > Agent Status.

Changing The Status Of An Agent

To change the status of an agent and determine what features and capabilities the agent may do, select the appropriate choice from the dropdown menu that appears beside each agent.

Note: An agent can log themselves in and out of ALL QUEUES by dialing *55.  An agent can also log themselves out of ALL QUEUES by logging into the portal.  Only an admin on the account can log agents in and out of specific queues.

Queue Status

A queue represents a calling strategy. For example, you may have all the agents ring at the same time (ring-all) or have them ring sequentially or in a round robin manner. When a call comes in, you have the option of announcing the caller’s location, allowing the caller to escape to the next step in the route (usually voicemail), or displaying specific information on the agent's phone. Inside the Call Center Queue, call recording must be enabled. Any call routed to the Call Center will not be recorded if call recording is disabled in the Queue.

The call center panel’s list queue provides you real time information on the status of your call and any associated queues.

To view the list of queues:

1. Navigate to Features > Call Center > Queue Status.
   
2. From the drop-down menu, choose a queue. The queue’s current status will be displayed.

Route Status

A route assigns a queue to an extension. For example, you may assign the sales queue to extension 2. You also have options to route to more than one queue, or to a standard call route or voicemail extension. Routes are also time and date based. Please select routes and help for details on options and setup.

To view the status of a route, navigate to Features > Call Center > Route Status and select a queue from the dropdown.

Tier Status

A Tier defines how Agents are connected to Queues. For example, you may have Agents Mary, Sue and John tied to the Sales Queue. In addition, the Tier allows you to prioritize some Agents over others in a ring-all group. For instance, you want to call Mary and Sue first, then have John call after 30 seconds of the phone ringing.

To view status of a Tier, navigate to Features > Call Center > Tier Status and select a queue from the dropdown.

Call Center Setup

When setting up a Call Center or modifying an existing Call Center, five elements must be configured. Each element is important to be properly set up for the Call Center to function properly. To setup the call center, navigate to Features > Call Center > Setup

Note:  Before you can start to set up a Call Center, you must have an internal extension or a 10-digit DID designated as a Call Center type extension.

• Extension
• Queues
• Agents
• Tiers
• Routes

Call Center Extension

A call center extension can be either an internal extension or a full 10-digit telephone number that serves as the designated base of the Call Center. Every Call Center must have a base extension. To start the process of setting up a Call Center, navigate to Features > Call Center > Setup and select the base extension from the Extension dropdown menu.

 

Queues

To configure Queues, navigate to Features > Call Center > Setup > Queues.

 

 

 

 

 

 

 

 

 

 

 

Add a new Queue

1. Click the +Add Queue button on the top left corner of the window. A new window will appear. Please note that important smart defaults are prefilled in those parameters.
2. Enter the required information in the following fields:
   • Input name, details, keys, and choose a ring strategy (Round Robin, Ring All, Top Down, etc)
   • Add Exit Keys (0123456789*# only).   Note:  The exit key only works when pressed AFTER the caller enters the queue
   • Choose the option to Skip Route if all agents are busy. Include max wait time with no agent reached.
   • Tick the option to record, play, or announce caller position and for how long.
   • Decide on a time-based score, whether you use Queueing or System.
   • Tick box if you wish to use Call Announce and choose if you want Prefix Queue Name To Caller Id Name or Prefix Caller Id Name. Only use Call Announce if you have cell phones answering calls as Agents.  Prefix Queue Name To Caller Id Name appends the Queue Name to the Caller Id Name as one long string.
   • Decide if you wish for an Abandoned Resume Allowed and Discard Abandon After.
   • Display status (This feature only works on Mitel phones – the phone will display how many callers are waiting in queue)
   • Check between Tier Rules Apply, Tier Rule Wait Seconds, Tier Rule Wait Multiply Level, or. Tier Rule No Agent No Wait.
3. Click Save

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Edit or Delete an existing Queues

You may also modify or delete a Queues by selecting it and clicking the edit or delete icon next to it.

Agents

To configure agents, navigate to Features > Call Center > Setup > Agents.

 

 

 

 

 

 

 

 

 

Add a new agents

1. Click the +Add Agent button on the top right corner. A new window will appear.
2. Enter the required information in the following fields:
   • Set agent’s name.
   • Add Outbound Caller Id Number.
   • Manage and set time for:
     • Call Timeout
     • Max No Answer (Number of Times 0=disabled)
     • Wrap Up Time (Seconds 0=disabled)
     • Reject Delay Time (Seconds 0=disabled)
     • Busy Delay Time (Seconds)
     • No Answer Delay Time (Seconds 0=disabled)
   • List VoIP Phone, Extension Number, or Phone Number of agent.
3. Click Save

 

 

 

 

 

 

 

 

 

 

Edit or Delete an existing Agent

You may also modify or delete a agent by selecting it and clicking the edit or delete icon next to it.

Tiers

To configure Tier details:

1. Navigate to Features > Call Center > Setup > Tiers.
2. Select a Queue from the dropdown list. A new window will appear.
3. Click Save

 

 

 

 

 

 

 

 

Add a new Tiers

1. Click the +Add Tier button on the top left corner of the window. A new window will appear.
2. Enter the required information in the fields provided.
3. Click Save

Routes

To configure Route details:

1. Navigate to Features > Call Center > Setup > Route.
2. Select the Queue Introduction Option from the dropdown list.
   1. Music Only
   2. Play with Name
   3. Play without Name
   4. Ringing Only

Add a new Route

1. Click the +Add Route button on the top left corner of the window. A new window will appear.
2. Enter the required information in the fields provided.
3. Click Save.
   
   

Edit or Delete an existing Route

You may also modify or delete a route by selecting it and clicking the edit or delete icon next to it.

 

 

 

 

 

 

 

 

CONFERENCE BRIDGE FEATURE

Conference Dashboard

Audio conference bridge is an optional feature. If you have purchased this feature you can access and manage the bridge from a VoIP Phone with a direct dial extension, and from an outside line using a phone number. The bridge includes call recording, access code protection and an optional caller announce.

If you have a conference bridge set up on your account, any user on the account can dial in internally to the conference call using the extension assigned to that bridge (for example ext. 3000) and use the member pin. When you invite outside callers to a conference call, have them dial into the Conference Bridge phone number, and give them the member pin. As each member joins, they will not be able to hear each other until the moderator joins with their moderator pin. If you want everyone to hear each other as they join in to the call, then the moderator pin should be the same as the member pin.

If you have more than one Conference Bridge, then you will have an extension/phone number for each; and each bridge will have its own member pin and moderator pin. To manage your Conference Bridge go to Features > Conference>Dashboard-Conference

There are two Conference Bridge reports available.  Conference Bridge, and Conference Bridge Detail.  To run those reports, navigate to Reporting on the left hand menu.

 

Active Conference

For the Active Conference, select the extension from the dropdown menu.

Conference Settings

Conference Settings allows you to customize various features within your meeting. You may change pins for members and moderators and select whether you’d like names announced within the Conference Settings.

Member Pin: Number pin for members.

Moderator: Number pin for moderators.

Note: If you make the Member pin the same as the Moderator pin, as each caller joins they can hear each other and talk.  If Moderator pin is different than the Member pin, as each Member joins they will wait by themselves until the Moderator joins and starts the meeting.

Announce Name: Will announce the name of the person upon joining.

Pinless: If toggled, allows members to join without need for a pin.

Max Member: Maximum amount of people that can join the conference.

 

Conference Profiles

Cloudli provides the option of creating a conference profile.

To view the list of conference profile, navigate to Feature > Conference > Audio > Profile

Music on Hold: Plays while waiting for the conference bridge to begin.

Alone Music:

Play Enter Sound: When toggled, plays a sound when a member joins.

Play Exit Sound: When toggled, plays a sound when a member leaves.

 

Add new Profiles

1. Click the +Add New button on the top right corner. A new window will appear.
2. Enter the required information in the following fields:
   • Set profile name.
   • Select the required option from Music on Hold Option and Alone Music Option drop down menu.
3. Click Save

 

Edit or Delete an existing Profiles

You may also modify or delete a profile by selecting it and clicking the edit or delete icon next to it.

 

CALL RECORDING

The call recording feature allows you to record any call, inbound and outbound, and listen to missed voice and conference calls (if the conference call was recorded). Call recording is an optional feature.

To view the list of call recordings, navigate to Feature > Call Recordings.

The Call Recordings table displays all recordings for the selected extension.

Note: Administrator users will be able to view all recordings in Features > Call Recording regardless of what extension they have selected.

Regular users must first switch to the extension where the call recordings are saved by using Extension Manager in order to view them.

Navigate to Messages>Dashboard to see an overview of which extensions have call recordings.

Note: The files are stored for a period of no more than 60 days.

Populate a search by first entering the start and end date(s). You can then filter by the following:

• Extension/Call Center Agent
• Dialed Number: Number that was called
• CallerID Number: Number of the person calling in
• CallerID Name: Name associated with the CallerID
• Direction: All, Inbound, Outbound

Note: You can also filter the Call Recording using the filter options in each column.

Actions for Single Call Recordings

Selecting a single call recording will activate the action menu at the top of the call recordings table display. Select the action to be performed.

• Play – plays the call recording
• Rename – name of the call recording to be changed
• Read/Unread – changes the status of the call recording
• Download – loads an mp3 file to the computer’s desktop
• Refresh – refreshes the display to reflect the most recent changes
• Notes – saves notes regarding the selected call recordings
• Call Back – initiates a call the the From party
• Forward – sends a copy of call recording to the selected destination
• Resend – sends another notification of call recording to the selected individual(s)
• Trash – deletes the call recording. Please note that TRASH deletes the call recording from the system and is not recoverable.

Actions for Multiple Call Recordings

Selecting multiple call recordings changes the context-sensitive action menu to only those functions that can be applied to multiple call recordings. Play and Rename functions are not available when multiple messages are selected.

• Read/Unread – changes the status of the call recording
• Download – loads an mp3 file to the computer’s desktop
• Refresh – refreshes the display to reflect the most recent changes
• Notes – saves notes regarding the selected call recordings
• Call Back – initiates a call the the From party
• Forward – sends a copy of call recording to the selected destination
• Resend – sends another notification of call recording to selected individual(s)
• Trash – deletes the call recording. Please note that TRASH deletes the call recording from the system and is not recoverable.

Download Bulk Call Recording

Cloudli also allows you to download call recordings in bulk.

To download bulk  call recordings,

1. Select Bulk Download
2. Select Start Date, End Date, and Extension.
3. Click Request.

All prior bulk download requests will be visible and available for download in a section near the bottom of the screen.

Call Recording Configuration

To configure the current settings for Call Recordings, select Settings.

The Call Recording section allows you to configure the following settings:

• Extensions To Update: You can either select extensions option for Individual or All. If you select  Individual, a list of all extensions will appear. All will update all extensions on the account.
• Set Call Recording For All Extensions To: Select either Recording On or Recording Off.
• Save to Extension: Designate which extension the call recordings will be stored.  If you leave ”Save To Extension” blank or deselected, the system assumes to save recordings in the main extension/DID of the account.
• Play Announcement: If enabled, will play a message to callers letting them know that the following call will be recorded.When configuring call recording settings individually, the following section will appear:

Call Recording On-Demand

To use the On-Demand recording feature, the Call Recording Feature must be added to the account.  The extension itself must be turned OFF for call recording.

While on an active call, press *2.  The system will alert you that Call Recording has started, both parties will hear the message.  To end recording, press *2, the system will alert both parties That Call Recording has stopped.  The call recording will be saved to the extension that recorded the call.

 

GREETINGS

“Greetings” are what a caller hears when a call is not answered or when a caller is routed to (or through) a specialized extension like an Auto Attendant, an extension where a Ring Group is used, a Call Center queue, or a Voicemail box. Greetings are audio files that are stored by the platform and play when needed.  Greetings are used for announcements, interactive voice recordings, instructions, and just name announcements. Greetings can be recorded over a phone/app on the account, calling in through the backdoor number, or can be uploaded in Clarity. Some greetings, like an auto-attendant greeting, are set up by the administrator; others are set up by each individual user. If greeting audio files are being uploaded to Clarity, they must be in either .mp4 or .wav format, mono and between 16KHz and 32 KHz sampling rate. Higher sampling rates do not improve quality, so it’s not necessary to record at higher bit rates.

To view the list of greetings, navigate to Feature > Greetings

 

 

 

 

 

 

Add mailbox greetings

The Greeting Manager allows users to upload new or updated greeting files to your extension. Additionally, you can preview the greeting by clicking the play sound button. There are five basic greeting types on the platform. They are:

• Voicemail Greeting – Plays to the caller when call goes to voicemail
• After Hours Greeting – Plays to the caller when extension is set the after hours or night mode
• Name Greeting – Plays to the caller the ‘name’ of the person or extension number
• Custom Routing Greeting – Plays to the caller just before a call is routed
• Hold Music Greeting – Plays to the caller when the call is put on hold, routed to another extension

To add a new greeting:

1. Click the +Add New button. A new Add Mailbox Greetings pop-up will appear.
2. Select the appropriate greeting type from the drop-down menu, browse for and select your file.
3. Click Save.
   

NOTE: Only files in the.wav or.mp3 format can be used to upload greetings to the End User Portal.

Download or Delete a Greeting

You may also download or delete a greeting by selecting it and clicking the download or delete icon next to it.

NOTIFICATIONS

A notification is an email or text message alert that alerts the recipient whenever a new communication (email, voicemail, fax, or text) arrives in their inbox.

To view the list of notifications configured, navigate to Feature > Notification

Add Notifications

To add a new notification

1. Navigate to Features > Notification.
2. Click the + Add New button on the top left corner. A new window will appear.
3. Click the desired checkbox to setup your notification preference.
4. Click Save.

There are also additional settings you can configure by selecting “Advanced Settings”.

Keep Message as New: This setting is selected by default – if the voicemail is listened to via a phone or app, the message in the portal will still appear as new until the recording is played via the portal.

Mark Message Read: If the notification is viewed, messages in the portal will display as read.

Delete Message: After viewing the notification, messages in the portal will be deleted.

 

RING GROUPS

As an Administrator, you can create, modify or delete a ring group. A ring group is a group of phone numbers, extensions or physical telephones that ring together, simultaneously, when one extension number or extension is dialed. You can also create a ring group that is a mixture of VoIP Phones and outside phone numbers (usually a cell phone). The group can also be named for easy reference (e.g. “Customer Service”). After the Ring Group has been created, you can select the group in call routing.

Note:  When using a ring  group that is comprised of both VoIP phones and cell phone numbers, you MUST use the option “Call Announce” in your routing to ensure that the caller will return to voicemail if no answer.   When using the option “Call Announce”, all members of the ring group must press 1 to accept the call.

To view the list of active ring groups, navigate to Feature > Ring Groups

Create a new Ring Groups

1. Click the +Add New button on the top right corner. A new popup will appear.
2. Assign a new name to the group.
3. Click Save.

Note: There are no limits on how many Ring Groups that can be created, and they can be used as needed.

Add members to a Ring Groups

1. To add a member, Click the + Add Member icon next to each group. A new popup will appear
2. Choose phone type and place details on the box provided. For VoIP phones, specify a caller ID prefix to the members of a Ring Group.

Quick Add

The Quick Add feature allows the full listing of a group and member. This is ideal for administrators who already have a list in mind.

To quickly add a new member:

1. Click the + Quick Add button on the top right corner. A new window will appear.
2. Assign a name to the Ring Group and click Save.
3. Choose your Ring Group from the dropdown list.
4. Add members to group by moving them to the right with the arrows, click Save.

SPEED DIAL

Speed dial allows you to sync to the directory buttons on the phone for easier and faster contacting. Please check the brand of physical phone for whether corporate, branch or extension speed dial functionality is supported.

To view your speed dial, navigate to Feature > Speed Dial. You can view your speed dial by Extensions or Corporate numbers.

Speed dial by extension will only populate the directory for the devices on the selected extension.

Speed Dial by Corporate will add the directory to all devices on the account, as long as it’s a supported feature.

Shortcut: Dial *40 for corporate, *41 for branch, *42 for extension. To block caller id use *45, *46, *47 (plus your speed dial number below).

Add a new Speed Dial

To add or edit speed dial:

1. Navigate to Settings > Speed Dial.
2. Click the + Add New button. A new window will appear.
3. Place necessary detail such as speed dial number, company, first name, last name, or phone number for your speed dial on the space provided.
4. Click Save

VM DISTRIBUTION LIST

You can create a voicemail (VM) distribution list, which is simply a collection of extensions. This is used to send a voicemail blast to all of those extensions. Please dial *99, press 2, and follow the prompts to record a message and distribute to the members of that list.

To view the Distribution List, navigate to Feature > VM Distribution List

Add a new member to the distribution list

To add a member to the distribution list

Click the Add Member icon next to the distribution list row. A new window will appears.

To start a new search, use the extension number or the first or last name of a member. Click on the Search button.
A new window with the search results will appear. Select the required member and click the Add Selected Member button. The new member will be added to the distribution list.

Rename or Delete a Distribution List

You may also rename or delete a distribution list by selecting it and clicking the rename or delete icon next to it.