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  2. User Story An account manager wants to review account balances for each account and sub account. An account manager wants to review the Service Plan charges. An account manager wants to track transactions during a specific time window Overview Account information is stored within the Control Center, which is accessible by clicking on your login name and account in the header of your window. To the left, you will see the following options under the Billing section: Credit Card Usage Charges Service Plan Transactions These tabs display information for both the Master account and any sub-accounts you may have created. Credit Card Credit Card on File You MUST enter a credit card and maintain a balance for your main account. Once this is entered, it will be used to: Purchase new numbers Add credit under the Usage Charges screen for discrete charges including Monthly charges Added billing for some applications Added billing for SMS texts, depending on your service plan Manual override charges for call restrictions as defined in the Accounts setup. NOTES: Only the top level account needs to have credit card information associated to it. When an account is first created and set up. A service plan will be added. Billing starts at that date (proration). When the customer enters their card, there will be a charge then. They will also then be at the beginning of each month. The credit card is charged at billing cycles. When an account is first set up, after the service plan has been added, the account will be charged for the remainder of the month (proration). Under the Usage Charges / Subscriptions tab you can set when and how you want to set up payments for your monthly bill -- as an automatic billing via this charge card, charged against your account credit, or by manually going to check your balances. The latter, called “Self Manage” is set as the default. Billing Contact Enter contact information for billing questions. This is used if there is someone specific that we need to speak with regarding billing. Usage Charges This is where you can monitor your account usage, manage credits, enable threshold alerts, enable Auto Recharge, and if a Reseller, manage subscription payment. These will capture any charges outside the fixed monthly charges outlined in the Service Plan, and will draw off the available credit. Per minute charges This tab will display any additional charges that accrue from an account, for example if its trunk limit is exceeded or if there is a 911 call. You can sort this based on your sub-account for billing purposes. Asr Charges This tab will display any Asr (Automatic Speech Recognition, or Speech-to-text) transcriptions that your account has used. These display each event that has been transcribed and sent as an email. Recurring Charges This tab displays recurring charges similar to the Service Plan (below). Rollover Charges This tab displays rollover charges or credits that may have incurred the previous month. Payments Displays your payment history. Managing Credit for Main and Sub Accounts At the top of the Usage Charges screen is the option to add credit to your account. Below is an overview of the options.. Available Credits Make sure you check to see if you are in the Master Account or your sub-account when you add credit. The master account credit is the value that will be used to bill you. The sub-account credit is what we call “fake money.” This is a dollar value directed at the sub account, but will be billed through the main account. All charges appear on the master account. SO if they are using per minute only, it will deduct from the sub account, and from the master account. The “fake money” from the sub account is used as a way to limit and prevent fraud while it passes the actual charges onto the master account. While it appears that there are two charges only one is being deducted actually money NOTES: It is critical you maintain a positive credit balance as there are functions that require accessing this in order to work. This includes: Per-minute, inbound toll-free or international calls when using trunks or not. If no credit is available and they have no trunks, calls will fail. Only toll-free outbound would work. Depending on the amount of trunks and call volume it can be fairly quick to spot or it can take days to realize this. When using trunks, if toll-free international per-minute calls, and inbound toll-free. Add Credits When you select Add Credits you will see a new dialog box with several tabs inside. Manage Credits This provides an option to manually add credits to your Current Balance (shown as “available credit” in your master account). Threshold Alerts This sets a minimum account balance threshold. When the Current Balance falls below this, you will receive an email alert. Set this value based on how many customers you have and how many calls you anticipate will be billed per month. A common setting to start is $20-25.00. Auto Recharge Set this to ensure that your calls are not canceled due to a run-out balance. Enter the threshold amount and the amount of credit you want to add. NOTE: It is important to set the recharge amount so it will cover at least a day, as the charge event occurs once a day only and it would require a manual update Subscriptions On the first of each month, your monthly subscription will renew and you’ll be charged for the upcoming month. Enter how you want to manage these charges. Use Account Credit, with Credit Card Backup Use Credit Card, with Account Credit as Backup Self managed -- manual entry. This is the default setting. Display Filters Below your Credit Balance summary there are filters to view your charges. Per Minute This tab displays the per minute charges incurred based on your settings in SmartPBX for call charges. Mobile Data If you have enabled SMS text messaging and/or mobile phone devices to your account, this tab will display the data (in Megabytes) that you’ve used for the month. Rollovers This reflects any credits or balances carried forward from the previous month. The value is calculated after monthly charges are applied. Start and End fields If you want to filter based on a time window, enter the start and end dates. Filter When you select the filter button you can sort the list by clicking on the field you want to sort. This is how to view different accounts’ billing summaries. Download| Select the download option to save a .csv file to your desktop. This can be imported into a 3rd party billing system or simply to a spreadsheet for your own reporting process. Service Plan This displays a breakdown of the Account’s service plan and amount due at the end of each month. It will stay fixed unless you add a device or a separate service or upgrade your monthly support plan. The download button allows you to download the data into a .csv file. Transactions The transaction summary lists the charges that have been made to the card listed. This can be filtered by date. Related Articles SmartPBX User Guide Advanced Callflow configurations and setup Accounts Manager Wizard User Guide API Reference Docs docs.2600hz.com Call Detail Records - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Accounts API - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Ledgers - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com 402 Payment Required - Kazoo API Reference REST API Reference for Kazoo Crossbar API ####
  3. User Story An account wants to create an extension that when activated it forwards calls to multiple people in the account, such as a sales or support department. What is a ring Group? A ring group is an extension in your account that is mapped to multiple people. These are often used to ring a specific department in an office, for example a support team or sales team. Within each ring group, you can define a succession of rings, where one extension is tried first, then the call is moved elsewhere, to another extension or to voicemail. Setting up a Ring Group in SmartPBX From your SmartPBX dashboard, Select Groups Select Add Group Give your Group a name Choose a name that helps remind you what the ring group is for. Enter an extension If you don’t know available extensions, click on “Find One”. It will list extensions already added to your account. Choose one that is not already assigned. Drag User names from "Available Users" column to the "Selected Users" column Select Create Group You should now see your newly created group in the list. Ring Group Settings There are a variety of settings you can apply to each ring group. To view them, click on the space under the column header to the right of your group. Members Click on members to further define when a member in the ring group will start to receive the call, and for how long. Change the slider after each member to define this Some considerations: Budget about 6 seconds for each Ring initially, then test. This can vary based on your account settings. The blue Distribute button will automatically sequence each member equally. In this case no ring will be set for more than one user. Big Boss may not want to be hearing the first call, and may be set as a last option. Overlapping sliders mean both extensions will ring for that call The far-right value is the longest a ring will last, past this value it will proceed as you define under the Group Features setting. To change the maximum time, select the value (defaults at 120 sec.) and enter a new value. You can Add a user to the group from this screen by selecting “Add User” at the bottom left. You can Remove a user by selecting the Remove button. SAVE! your changes Extension You can add a second extension here, and/or unassign the existing one and change it. Phone Numbers You can assign a specific phone # to this ring group instead of an extension. You will be giving the option of assigning a spare number already in the system or of purchasing a new number. Make sure you understand your pricing model before you purchase! Group FeaturesThis option provides several options for the ring group extension. Call Recording This will set a localized call recording feature to on. You will assign a path to save it and indicate its format and a time limit. NOTES: Call recording is subject to privacy and HIPAA laws. Please make sure you understand these issues before you enable this. Refer to our guidelines on HIPAA compliance HERE. The newer call recording application is a more robust solution for this, and sets up a 3rd party hosting process that is more secure. We recommend you manage all call recordings through this instead. The user guide for Call Recording is HERE. Ringback Settings Enabling this option allows you to upload a media file to play back to the caller in lieu of rings. Hold music is a common to use here. Next Action This is an important feature that sets a follow-up action for the call if no-one in the ring group can answer it, including sending the call to a voice mailbox. Allow Call-Forward When enabled, this will allow the group’s users to press their device’s “Forward” settings to forward an incoming call to a different extension outside the ring group. If this is disabled, the ring group settings will be the expected behavior. Caller ID Prepend This allows you to add a prefix to the Caller ID, either a number or a Name. An example might be "Sales - xxxx" or "Spanish - xxx" Managing a Ring Group in Callflows We recommend you create your initial Ring Groups in SmartPBX as it has a newer user interface. Administrators with a programming background who use Callflows for advanced call routing can access the same settings within Callflows as shown below, and use the Ring Group as part of a more complex Callflow. The screen below shows the same Ring Group that was created in SmartPBX. You can add and delete users from this screen, however to define the Ring Strategy, Ringback, and number of times to ring members, you will need to add the Ring Group to a callflow and then edit it. Drag the Ring Group Block to the flow area. Additional Resources SmartPBX Step Guide Advanced Callflows Set up Feature Codes HIPPA Compliance Considerations Call Recording User Guide API References docs.2600hz.com Group Object - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Ring Group - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Page Group - Kazoo API Reference REST API Reference for Kazoo Crossbar API
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  5. User Story A user wants to add a device to his/her name in an existing account. Steps This can be achieved in the SmartPBX or Advanced Callflows app. It is recommended you us SmartPBX unlesss you are an administrator, as the Callflows setup may trigger additional reactions in the callflows application. Associate a device with its user in SmartPBX Open Smart PBX Select the User Tab to the left Find the user you want to assign a device to Under the devices column, select the area where devices will display - if there are no devices attached yet you will see the word None. You will be given a choice to: Add from Spare Devices. This will display a list of devices your system admin has already added to the system. Add New Device If you do not see your device listed, you can add it as a new device. Select New Device, and choose the type of device you have. NOTE: each device type also will show “Advanced” Settings, unique to that device’s characteristics.characteristics. Make sure to review those settings in addition before you select the “Create Device” button. Common settings include: Allow use of the device’s voicemail Keep (or not) Original Caller ID Hide from Contact List The screen shot below shows the Advanced settings for adding a Smartphone. SAVE your new device! Once it is added, you will see its icon in the devices area next to your name. Associate a device with its user in Callflows We recommend you assign devices in SmartPBX as it has a newer user interface. Administrators with a programming background who use Callflows for advanced call routing can access the same settings within Callflows as shown below. Select the user from your dropdown Once you assign the correct user, make sure to check the “enabled” checkbox! Review the additional settings tabs for both WiFi and Call Restrictions. Make sure an admin helps with these details. Related Articles SmartPBX -- Adding a User SmartPBX Step Guide Advanced Callflows Set up Feature Codes API Reference Docs docs.2600hz.com Devices - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Users - Kazoo API Reference REST API Reference for Kazoo Crossbar API ####
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  7. 2600Hz does not endorse or support any specific networking hardware vendor or configurations. Most should work with little to no modifications over and above establishing internet service. Below are some general recommendations. Make available at all times 64kpbs upload and download bandwidth per phone for HD audio (more may be needed for video). Bandwidth management and/or QoS can help you insure this at the router and switch levels. Alternately, some clients just purchase so much bandwidth that their client's can't reasonably consume it. And others simply buy a completely separate internet connection just for VOIP use. Ensure the phones aren't affected by issues from the LAN such as ARP poisoning, broadcast storms, etc. VLANs are highly effective for this and recommended whenever possible. Some clients also use fully separate switches for this. While others simply have good anti-virus/intrusion prevention/network monitoring on their network. Have some methodology for checking for packet loss and jitter over time. Solarwinds NPM and Ping plotter can be a great tools for this, as well as routers such as Meraki and Ubiquity. Or just using simple trace route/continuous pings/MTR as needed. Ensure your router is sized correctly to handle the load from the network. How exactly you choose to do this is completely up to you. There are many ways to do so, more even than are listed here. And even more vendors you could potentially use to do so. Specific recommendations Look for and ensure the router/firewall does not have any SIP Helpers / SIP ALG / SIP {anything} enabled, or VoIP {anything}. Avoid sonicwalls made prior to 2015. If you use open-sourced router software, ensure the hardware you are using is supported by the project. Do not use residential routers in businesses as they can easily be overwhelmed by the traffic. One last note, community members have reported great success with Meraki, Ubiquity and Mikrotik hardware. You might consider these as there is community support around them. But to be clear even with these manufacturers we cannot support local networking equipment. Please be aware, if your LAN or ISP configurations are in question, support may ask you to move the phone to another physical location to eliminate LAN/ISP issues as potential causes.
  8. Thank you. It's good to know jonny5 can terminate calls in progress rather than wait for them to finish. The balance check seems to be "by request". Jonny5 has a responder to "j5_balance_check_req". It answers to some request on a higher api for "balance_check_req". This request seems to come from worker in ecallmgr (ecallmgr_balance_crawler_worker) that issues the balance_check_req via an internal "send_req" function. There's a disconnect_accounts function called in case of a need to disconnect. Here's an extract from the worker. -define(INTERACCOUNT_DELAY_MS, kapps_config:get_integer(?APP_NAME, <<"balance_crawler_interaccount_delay_ms">>, 10)). -define(FETCH_TIMEOUT_MS, kapps_config:get_integer(?APP_NAME, <<"balance_crawler_fetch_timeout_ms">>, 10000)). -spec start() -> no_return(). start() -> case ecallmgr_fs_channels:per_minute_accounts() of [] -> exit('no_accounts'); Accounts -> lager:debug("get balance for ~p account(s)", [length(Accounts)]), DisconnectAccounts = send_req(Accounts), 'ok' = disconnect_accounts(DisconnectAccounts), exit('work_done') end. If I read this correctly, all accounts are checked continuously, with a 10ms delay between accounts and a 10 seconds timeout on each request for the balance. Do I understand correctly, or am I missing something ? PS: It seems interaccount delay and timeout are read from the ecallmgr config. However the 10ms delay seems to apply to the disconnect function of calls and not to the cheking of balance which seems continuous (without delays). Anyone can confirm this?
  9. @kazte, yes, what you are after is possible. You can have pre-paid or post-paid accounts. You can apply a limit to post-paid accounts too. In the event an account exceeds its limit, it will terminate calls. You simply need to set an account to be pre-post paid and set the limit. You also need to ensure the Jonny5 app is running. By default, limits are per-month (though you could use the API to "top up" an account or change its limit on a more frequent interval). Limits apply to resellers also. When an account underneath a reseller account makes a call, the reseller account is also charged for that call. Likewise the root/superadmin account by default is also charged for the resellers calls (charges all the way up the chain). Each account may be charged a different rate (based on their ratedeck). You can choose NOT to charge a specific account (useful for the root/superadmin account) by using "flat rate trunks". Ratedecks can be at the system, reseller or account level. Hotornot is the app in charge of figuring out how much to charge for a call (it does the call rating) Jonny5 enforces the limits (it does limiting). I personally do not know how often Jonny5 checks limits/credit.
  10. It's been 18 months but I haven't dropped my hopes for putting kazoo in production ;) Hopefully I can understand erlang a little better this time and ask not so simple questions. I'm based in Europe in a non English speaking country with a different currency than the dollar and different market expectations, so I'm facing somewhat of a steep ride. My major concern is fraud prevention and spending control for all accounts. TL;DR: I'd like to understand if it's possible to terminate all calls for an account when some condition occurs (tipically low-credit event), in the middle of a call or multiple calls. Here's my current handling of limits, fraud prevention and rating:. I have Upstream providers (telco) and downstream Resellers and End users. I understand kazoo can accommodate hierarchies of accounts, but I'm not sure how they're checked on a live call and what happens exactly when a limit is breached. Here's the description of the credit based part of the fraud control: The main account can only consume X amount of credit (euro) per day/week/month, using it's own Rates (tied to the variable upstream provider). The reseller can only consume X amount of money, (euro, pounds, other) per day/week/month using transfer rates from the main account. There's a new "ratedeck?" for each reseller. In turn, the end user can only consume X amount of money as the reseller, but based on their own ratedeck. The fraud control at the moment works like this: Each time interval (one or few seconds) we calculate the current total due for all running calls for each account (main, reseller, end user) and compare that to their allowance (per total credit or day/week/month). When we determine that the account is over it's allowance, *ALL* calls for the account are terminated in an instant. Usually this means the credit for the account is 0 or below it's threshold. New calls will usually not be allowed as the credit is 0. I see jonny5 has some provisions for credit checking, for prepaid/postpaid accounts but I'm not sure how often it is called and if it's called for all accounts involved (or at least for all reseller/end user accounts) on each call. Also how does hotornot fit in the whole picture? I hope I'm not overcomplicating things here. Thank you
  11. I recommend - Transfer + *666 = Add number that called you to Black List.... Of course, it MIGHT be helpful to select a Customer requested extension, versus a "Static- Feature Code"!! My 2cents. esoare
  12. Hello, I like the new interface/app you created for this. It will make it easier to train and does not require advanced call flow access. Some feedback: It would be nice if we could specify or enable a feature code for people to automatically add the last received call to a default blacklist.
  13. Hi @Alisa Can we install it on a community self-hosted version? If so, can you please explain how? Thanks in advance Yazan
  14. Easily Block Unwanted Calls with the New Blacklists App If you’re tired of screening potential spam, anonymous numbers, and other bothersome calls, the new Blacklists app is for you! In just a few clicks, you can block unwanted calls before they ever ring your device. To help you manage unwanted calls, we've made it even easier and more accessible to make sure only the important calls are getting through. Simply create a list, add the numbers you want to block, and you never need to worry about those numbers again. See just how easy it is here and check out our user guide here. The app is now available globally for Hosted Platform customers, just enable it in your App Exchange. If you’re a Private Cloud or Global Infrastructure customer, email sales@2600hz.com to add it to your service plan. We hope you enjoy this new app!
  15. Hi Shah: The feedback I hear is if you are a customer on our hosted, private cloud or global infrastructure platform, at this time you will need to submit a support ticket for this. I'm checking about any open source options.
  16. Hi, what about the certificate for these custom domains? Is there a way to self serve the certificate install as well?
  17. People please I need an answer regarding VoIP billing Does Kazoo have billing? If it has, what are its functions? Народ, подскажите , касательно информации о биллинге в платформе.
  18. Great post . here i have few more points about HIPAA Compliance responsibilities Prior to HIPAA, no generally accepted set of security standards or general requirements for protecting health information existed in the health care industry. At the same time, new technologies were evolving, and the health care industry began to move away from paper processes and rely more heavily on the use of electronic information systems to pay claims, answer eligibility questions, provide health information and conduct a host of other administrative and clinically based functions. Today, providers are using clinical applications such as computerized physician order entry (CPOE) systems, electronic health records (EHR), and radiology, pharmacy, and laboratory systems. Health plans are providing access to claims and care management, as well as member self-service applications. While this means that the medical workforce can be more mobile and efficient (i.e., physicians can check patient records and test results from wherever they are), the rise in the adoption rate of these technologies increases the potential security risks. A major goal of the Security Rule is to protect the privacy of individuals’ health information while allowing covered entities to adopt new technologies to improve the quality and efficiency of patient care. Given that the health care marketplace is diverse, the Security Rule is designed to be flexible and scalable so a covered entity can implement policies, procedures, and technologies that are appropriate for the entity’s particular size, organizational structure, and risks to consumers’ e-PHI.
  19. User Stories An administrator wants to establish global settings for account-wide call recording processes. An administrator wants to record all support calls in a Call Center queue A user wants to record calls only on his/her office phone but not on her cell phone, which is also connected to the office account A user wants to be able to initiate a call recording session after the call has started. A support team wants to record incoming calls to track content/effectiveness of calls Overview This app provides the tools to manage both global and personal settings that define how calls can be recorded. It allows the manager to assign initial settings for each user and device within the account. In some instances users can manage their personal recording settings from other end user apps such as SmartPBX, Callflows, comm.io and callthru.us. These settings are outlined at the end of this document. NOTE: The Callflows implementation of call recording uses an older set of APIs and features. We recommend using the Call Recording app instead as it Is more accessible by both agents and managers Is more secure, as the recorded calls are saved using Amazon Web Services Before you Start Recording calls requires an initial policy guideline review and a corporate setup at the account level. Decide at what level and for whom you want to enable call recording for You can configure call recording settings at the Account level, the User level, the Device level, and/or as a callflow action. Some of these are achieved through different applications, this is outlined below. Know your privacy policies Call recordings may be subject to privacy policies outlined by either a parent company or an industry standard. This is particularly true for calls that may have HIPAA connections. It is important you understand what kind of guidelines apply in order to implement a call recording plan. Set up an external storage account with Amazon Web Services All accounts must set up a storage account with a solution that is supported by your account setup. If your account is not yet configured, you will see this message when you launch the Call Recording app. If on launching the Call Recording app you see this notice: You will need to exit the Call Recording app and launch your storage connector application. You can review the steps for this here. For Hosted clients, currently the only supported solution is Amazon S3. NOTE: Global Infrastructure and Private Cloud customers may be able to implement Google Drive; please note however this takes additional setup from our Operations team. Connecting an Amazon Storage Account To establish these services, select the storage application from the KAZOO apps menu and follow its wizard process. You will first have to go to Amazon and create an account there so you can access your Secret Access Key and other codes to enter in the screen shot below. Check their documentation here: http://docs.aws.amazon.com/AmazonS3/latest/dev/Introduction.html Once you have your account in Amazon, you can continue the setup within your Account. Launch the Amazon Connector application Select the + sign to create an account, and complete the form and SAVE your changes. Account-Level Call Recording Settings Storage Settings Once you have finished this process and saved your data the connector should appear in your Call Recording application. If you select the gear at the right, the path showing where the recordings are saved will display. Configuring your Call Recording settings There are 3 levels of settings to consider for your default configuration: Account, Users, and Devices. Account Tab Force Record Settings This allows an administrator to force-record types of calls. Force Record all Users These settings will record any and all calls from any device associated with the use unless the device’s setting explicitly is set otherwise. You can indicate if you want to force inbound, outbound, and/or internal and external calls. Force Record Entire Account These settings will record every call on the account, including callflows, ring groups, conferences, etc. unless specific settings for the user and/or device indicate otherwise. You can indicate if you want to force inbound, outbound, and/or internal and external calls. NOTES: Account call recording settings are tracked separately from endpoint (user/device), so that a user/device may have turned it off while the account is set to on. Inbound vs Outbound is relative to the Account. If you set up recording on "Inbound" calls, the recording will be started on the originating leg (often called the a-leg) if the source network is matched. Conversely, outbound calls (from KAZOO) will be recorded when "Outbound" settings are used. On-demand (in-Call) Recording If enabled, this allows all objects under the account to press a defined feature code during a call and start the recording. Make sure you enter a code that does not conflict with preset codes. Users Tab This section allows you to define per-user settings that override the default account settings. By default, all users will inherit the initial Account Settings. To access the override functions, select the gear to the right of each user. Select the override options you want to apply to each user. NOTE: The default setting is selected in this image, as the blue “Account Default”. To turn ON a recording option, select the ON To disable recording entirely, select the OFF. Devices Tab This section allows you to define per-device settings that override the default user settings. By default, all devices will inherit the User Settings. If the device is not associated with a User, the device will inherit from the Account Settings To access the override functions, select the gear to the right of each device. NOTE: The default setting is selected in this image, as the blue “Account Default”. To turn ON a recording option, select the ON To disable recording entirely, select the OFF. Stored Recordings The stored recordings tab lists all stored recordings. These can be filtered by date or by direction (inbound or outbound). You can also search for a specific name or number. NOTE: “Inbound” and “Outbound” directions are labeled based on how KAZOO processes the call. For example, a customer’s outbound call is considered first an inbound leg from the device to KAZOO, and then an outbound leg from KAZOO to the carrier. While future releases will combine these legs into a single outbound classification, currently you may see two legs shown for a single call. For each recording you can select: Play Recording Download Recording View Recording Details Managing Call Recording settings in User applications Below you will see where and how users can manage call recording options from within our other applications. NOTES: If you change a call recording setting within SmartPBX for example, then that change will likely be reflected in Conferences and SmartPBX. This may affect some routines you have customized (such as callflows); you will want to re-test these. Call Recording settings in SmartPBX User Settings -- User Features Click on User Features in the column next to your user name, and select Customized Call Recording. You will see the same options to control your call recordings as in the Call Recording app. NOTE: If no storage is configured or if the call recording app is not configured, the default action will be to use the original call recording configuration as accessed in SmartPBX under the User settings (see below). Once call recording is enabled, you will see the Microphone icon showing in your User Features column as below. NOTES: internal call recording is not turned on and an external caller is transferred from one user to another, that transferred call will stop recording once transferred to the next extension. Updates to this setting in SmartPBX will also update the setting in the Call Recording application and vice-versa. Group Settings -- User Features There is also a setting for call recording within a Group. NOTE: This is the original implementation for call recording. It is recommended you make these settings in the Call Recording app; that way you will have more visibility and access to your call recording data. When enabled, it will provide settings for where to save your recordings, in what format, and a maximum time limit (in seconds) the recording will run. Frequently Asked Questions, Call Recording Where are call recordings saved? Where they are saved depends on what application triggers the recording event. Call Recording & Call Center Pro -- they are saved in your Amazon Web Services account. You can see, play, download, and view detailed call data for each call in the Call Recording app under the “Stored Recording” tab. Callflows app -- Calls recorded that are triggered by a callflow event are saved where the account has configured it within the callflows app. How long are call recordings saved for? This depends on the application you are using and the storage setup you have configured. Can I start recording a call once I’ve answered it, mid-call? Yes. In the Call Recording app at the account level there is a setting to enable On-Demand (in-call) Call Recording that applies to the account as a whole. Once checked, the administrator can assign a feature code to trigger the recording on. NOTE: If this is enabled make sure your user base is trained in legal requirements that may apply to announce you are recording the call. Can I pause a recording in the middle of a call? Yes, you can stop a recording using the feature code you pressed to start the recording. If however you want to re-start recording during the same call, the first portion of your recording will be overwritten. An update is in progress to identify the restart as a separate recording. Is there a limit to how long a call will be recorded for? It depends on where you’ve activated the call recording feature. If you’ve activated it from the Call Recording app and are saving the call using Amazon Web Services, there is no limit. If you are using the older implementation in Callflows, there is a field you set to limit the length of the recording when you turn on the feature. If a user’s call recording is turned off in the Call Recording app, will their calls still be recorded in Call Center Pro? Currently the Call Center Pro setting will supercede the settings created at the account level. If in the Call Recording app Incoming call recording is disabled, and the Call Recording is enabled in Call Center Pro, the call will be recorded. Additional Call recording settings in KAZOO Call Recording in Call Center Pro When setting up a Call Center Queue, the administrator can elect to Record all calls in the queue. This can be defined as all calls in the entire queue (under General Settings, Basic queue), or all calls by agent (under the members setting) Agent Level Call Recording Setting Queue Level Call recording setting Call Recording in Conferencing app Currently Conferencing does not provide any unique settings related to Call Recording. Call Recording in CallThru.us Currently CallThru.us does not provide any unique settings. The account will recognize your CallThru.us device that can be managed in SmartPBX. Call Recording in comm.io Currently comm.io does not provide any unique settings. The account will recognize your webphone as a device that is managed in SmartPBX. Related Articles Call Center Pro User Guide SmartPBX: User Guide API Resources Below are some links to our API documentation related to call recording settings. These are provided for experienced developers who wish to customize these features using JSON and other programming tools. docs.2600hz.com Recording - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Configuring Call Recording - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Introduction to Storage Plans - Kazoo API Reference REST API Reference for Kazoo Crossbar API
  20. Download a .pdf 2600Hz and OneBill Announce Strategic Partnership to Offer Seamless Revenue Management.pdf 2600Hz and OneBill Announce Strategic Partnership to Offer Seamless Revenue Management NEWS PROVIDED BY 2600hz, Inc. Aug 12, 2020, 06:12 ET SAN FRANCISCO, Aug. 12, 2020 /PRNewswire/ -- 2600Hz, a leading provider of unified business communications and the world-renowned KAZOO platform, and OneBill, a leading Billing & Revenue Management platform provider, have created a strategic partnership to streamline and automate order provisioning, billing, invoicing, and taxation for 2600Hz customers. The companies are collaborating to create a seamless integration between KAZOO and OneBill's platform to automate ordering and billing operations, eliminating manual errors and reducing time, thereby enhancing customer experience. "We understand the importance of simple, agile, and reliable billing for our partners so they can scale and automate their billing operations. Our partnership with OneBill gives them the tools they need as well as a competitive edge through dynamic billing," said 2600Hz Co-Founder and COO Patrick Sullivan. "Our partnership with 2600Hz will enable businesses to automate the provisioning and activation of services through the entire Lead-to-Revenue generation process. With less manual intervention, businesses can reduce their operational costs associated with order management. At OneBill, we are all about empowering our customers to streamline their business workflows to maximize revenue," said OneBill Founder & CEO JK Chelladurai. About 2600Hz 2600Hz's cloud communications platform modernizes how businesses provide services to their customers. KAZOO, the revolutionary, distributed multi-tenant platform, is a thoughtfully engineered mixture of tools built by leaders in the telecom industry and implemented to offer a feature-rich enterprise UCaaS/CPaaS solution. 2600Hz has expanded to offer a full enterprise-PBX as well as a hosted version. For developers building their own telephony apps, 2600Hz offers 300+ APIs that give access to the building blocks of the entire platform. For more information, visit http://www.2600Hz.com. Founded in 2010, 2600Hz is a privately-owned company based in San Francisco, California. About OneBill OneBill product suite redefines the Lead to Revenue process for Unied Communication Service Providers (UCaaS) and their Channel Partners. OneBill platform offers wide variety of tools to automate end to end business processes for enterprises. OneBill enables the businesses to expand on their Channel and Agent Programs with ease. With extensive SOAP and REST based APIs, our partners have the ability to integrate third party applications building a complete solution. Founded in 2009, OneBill is a Santa Clara based company. For further information, please visit http://www.onebillsoftware.com 2600Hz Contact: Alisa Bartash Head of Marketing alisa@2600hz.com OneBill Contact: Sunitha Shetty Vice President – Customer Success Sunitha.shetty@onebillsoftware.com SOURCE 2600hz, Inc. Related Links http://www.2600hz.com
  21. Download our .pdf 2600Hz Named Best Wholesale Cloud Communications Provider of the Year.pdf 2600Hz Named Best Wholesale Cloud Communications Provider of the Year NEWS PROVIDED BY 2600hz, Inc. Jul 31, 2020, 06:12 ET SAN FRANCISCO, July 31, 2020 /PRNewswire/ -- 2600Hz, a leading provider of unified business communications and the world-renowned KAZOO platform, has been named Best Wholesale Cloud Communications Provider of the Year by a panel of industry-leading analysts as part of the UC Today UC Awards 2020. During the awards ceremony, UC Today publisher Rob Scott stated the category was open to providers demonstrating channel growth and success. After Blair Pleasant, President and Principal Analyst of COMMfusion, announced 2600Hz as the winner, Scott stated that 2600Hz won because "KAZOO by 2600Hz offers Service Providers a fully white labeled UCaaS, CPaaS, and CCaaS solution enabling partners to differentiate their offerings." Scott also applauded 2600Hz's accomplishment of launching six new products in the first five months of 2020, including a new call center solution, new mobile apps, and video conferencing and collaboration. "We are very excited to have won the award for Best Wholesale Cloud Communications Providers. It is an honor to be recognized for our innovation and growth and we look forward to continued success throughout the remainder of 2020 and beyond. This award is a true testament to the hard work and dedication our team has put into KAZOO, and I am very proud of them," said 2600Hz COO and Co-Founder Patrick Sullivan. About 2600Hz 2600Hz's cloud communications platform modernizes how businesses provide services to their customers. KAZOO, the revolutionary, distributed multi-tenant platform, is a thoughtfully engineered mixture of tools built by leaders in the telecom industry and implemented to offer a feature-rich enterprise UCaaS, CPaaS, CCaaS, mobile, and remote collaboration solution. 2600Hz has expanded to offer a full enterprise-PBX as well as a hosted version. For developers building their own telephony apps, 2600Hz offers 300+ APIs that give access to the building blocks of the entire platform. For more information, visit http://www.2600Hz.com. Founded in 2010, 2600Hz is a privately-owned company based in San Francisco, California. 2600Hz Contact: Alisa Bartash Head of Marketing alisa@2600hz.com SOURCE 2600Hz Related Links https://www.2600hz.com
  22. 2600Hz and Xarios Announce Strategic Partnership to Offer Next-Gen Call Center Technology and Analytics.pdf 2600Hz and Xarios Announce Strategic Partnership ot Offer Next-Gen Call Center Technology and Analytics NEWS PROVIDED BY 2600hz, Inc. Mar 03, 2020, 11:11 ET SAN FRANCISCO, Aug. 12, 2020 /PRNewswire/ -- 2600Hz, a leading provider of UC and the world-renowned KAZOO platform, and Xarios Technologies, a developer of advanced telephony applications, have created a strategic partnership to bring the next generation of call center technology and real-time analytics to the telecom market. The companies are collaborating to offer a seamless integration between two of their most innovative products, 2600Hz's Call Center Pro (CCPro) and Xarios Dimensions, to bring to market a highly customizable yet easy to use call center solution built for an unparalleled customer experience, complete with insightful reporting and powerful analytics. "2600Hz is passionate about building the best next-gen solutions for our customers and by leveraging KAZOO's UCaaS functionality and CPaaS integration capabilities," said 2600Hz COO Patrick Sullivan. Our partnership with Xarios Technologies elevates CCPro's functionality by offering intuitive, in-depth, and customizable analytics that take the call center experience to new levels." The power of CCPro and Dimensions stems from the simplicity of integration and the custom capabilities of the APIs. The companies are able to bring to the marketplace a very powerful and innovative feature set, by leveraging each other's strengths in a very short amount of time. Dimensions reports on the CCPro engine, by providing administrators and business owners with intuitive real-time call analytics, automated reporting and cost-effective wallboard displays. "We are committed to helping our clients be their best, for them to deliver the highest level of customer service possible to their own customers." says Jimmy Lim, VP of Cloud Products at Xarios. "Our partnership with 2600Hz delivers a truly unique and powerful solution to the marketplace, with expert insight and highly visual displays." About 2600Hz 2600Hz's cloud communications platform modernizes how businesses provide services to their customers. KAZOO, the revolutionary distributed multi-tenant platform, is a thoughtfully engineered mixture of tools built by leaders in telecom and implemented to offer a feature-rich UCaaS/CPaaS solution. Learn more at http://www.2600Hz.com. About Xarios Technologies Xarios Technologies is a software vendor which specializes in communication applications for SME and mid-range enterprises. Established in 2007, Xarios Technologies design, develop and supply a range of innovative telephony applications that enhance the functionality and usability of communications platforms; delivering performance improvements and integration with other business applications. To learn more, please visit xarios.com. 2600Hz Contact: Alisa Bartash Head of Marketing alisa@2600hz.com SOURCE 2600Hz Related Links https://www.2600hz.com
  23. Download our .pdf 2600Hz Launches Next-Gen Call Center Solution Targeting Personalization of the Customer Experience.pdf 2600Hz Launches Next-Gen Call Center Solution Targeting Personalization of the Customer Experience Cloud Communications Platform Offers Enhanced Call Center Functionality for CX Optimization NEWS PROVIDED BY 2600hz, Inc. Jan 14, 2020, 11:37 ET SAN FRANCISCO, Aug. 12, 2020 /PRNewswire/ -- 2600Hz, a leading provider of unified business communications and the world-renowned KAZOO platform, unveiled their next-gen call center solution, rivaling market leaders in the call center space. Call Center Pro (CCPro) offers an intuitive and seamless call center experience and helps SMBs transform basic call center experiences into opportunities to amplify the customer experience through scalable architecture, untapped integration capabilities, and the ability to transform how customers engage with your brand. CCPro is a high-end yet affordable solution that allows SMBs to quickly modernize their call center capabilities and amplify collaboration across various business communication tools. Paired with KAZOO's advanced UCaaS/CPaaS APIs, call center optimization can be reached in each and every business, each creating an unparalleled experience for their customers. Not only does CCPro tackle everyday call center needs (Dashboards, Quality Monitoring/Management, Skill Based Routing, Eavesdrop/Whisper/Barge, etc.) but it can be easily personalized through BI to create a custom experience between the caller and your business. A few highlights of CCPro include: Optimized CX Through a Highly Customizable Platform With 300+ APIs and multiple integrations such as Zapier, Slack, and various CRMs at your fingertips you can customize how the platform works for you. Anything from personalized greetings to immediate agent access to caller information allows for a valuable customer experience. Native Software Built into KAZOO CCPro is fully integrated with KAZOO and offers resiliency that surpasses its competitors. Being truly geo-redundant, call centers using CCPro will always be up and running no matter what, and CCPro users never need to worry about dropped calls or outages. Ease of Use for All CCPro was designed to be deployed rapidly and offer a seamless end user experience. Easy-to-use features and functionality save time, offer the highest quality service, and fast performance all within a simple yet modern interface. 2600Hz's CEO, Darren Schreiber, stated, "Our focus since day one has been to create a communications platform that could increase business efficiency while simultaneously making the experience fun and engaging. Allowing customers to take boring, plain old call center technology and hook it into other business systems to automate and expedite the user experience creates unlimited possibilities. Making this technology accessible to SMBs takes things even further." To elevate the experience even more, 2600Hz has partnered with Xarios Technologies to further amplify reporting and analytics ensuring the highest level of service possible. With Dimensions by Xarios, CCPro users will have powerful historical and real-time call data needed to ensure the highest level of call center productivity. More to come over the next few weeks. About 2600Hz 2600Hz's cloud communications platform modernizes how businesses provide services to their customers. KAZOO, the revolutionary, distributed multi-tenant platform, is a thoughtfully engineered mixture of tools built by leaders in the telecom industry and implemented to offer a feature-rich enterprise UCaaS/CPaaS solution. 2600Hz has expanded to offer a full enterprise- PBX as well as a hosted version. For developers building their own telephony apps, 2600Hz offers 300+ APIs that give access to the building blocks of the entire platform. For more information, visit http://www.2600Hz.com. Founded in 2010, 2600Hz is a privately owned company based in San Francisco, California. 2600Hz Contact: Alisa Bartash Head of Marketing alisa@2600hz.com Related Links https://forums.2600hz.com/forums/monsteruiapps/call-center-pro/
  24. Q3 2020 Quarterly Newsletter From September 30, 2020 Fall is here and we only have one more quarter of 2020 to go. The 2600Hz team took no breaks this summer, which means we have a ton of exciting updates for you. One of the many things we did in Q3 was create a Product Survey Forum in our Community. Since nobody knows this industry better than you, we would love your input in guiding our roadmap, testing out our prototypes, and providing valuable feedback. You don’t have to be a current customer to participate in the surveys, so check them out and make sure to join the Community and follow the topic so you’ll be notified when new surveys are available. Key Highlights From Q3 Back in July, 2600Hz was named 2020’s Best Wholesale Cloud Communications Provider of the Year by a panelist of industry-leading analysts as part of the annual UC Awards! We are thrilled to be recognized for our innovation and growth, and are grateful for all of our partners. We couldn’t have done it without all of you! Learn more about the UC Awards and see a list of all the winners here. In August we announced a new and exciting partnership with OneBill, a leading billing and revenue management platform provider. Through this partnership, we’re bringing our customers a streamlined integration between KAZOO and OneBill’s platform. This integration enables our customers to streamline and automate order provisioning, billing, invoicing, and taxation to save time, reduce manual errors, and ultimately enhance their customer’s experience. Read more about it here. September was a busy month for us also, as we sponsored and attended the annual Cloud Comms Summit. We are always proud to be a partner of the Cloud Communications Alliance, and never cease to enjoy attending their events. The CCA, along with The Cavell Group, did a fabulous job putting on the multi-day virtual event where we gained a ton of valuable insights about the state of the market (which we summarized for you here). Not only that, but our very own Alisa Bartash had the opportunity to represent 2600Hz in the event’s Shark Tank competition — and won! Other New Product Releases & Updates CSV Onboarding App — Fast SmartPBX onboarding is now possible on all of our platforms with the CSV Onboarding app. It enables you to perform bulk uploads to create new users and associate SIP devices in one job, replacing the process of entering this data manually. Simply upload your csv file, confirm the record mapping is correct and voila! The users will be added to SmartPBX. To make it even easier, there is a .csv template you can download here in the community, and you can learn how to use the app with our video, user guide and FAQs here Dynamic Caller ID App — Also now available on all platforms, the Dynamic Caller ID app helps you and your customers ensure your outbound business calls are answered and reduce the likelihood of your calls being screened with Dynamic Caller ID. This application allows you to set unique rules that modify the caller ID display based on the outgoing phone in just three easy steps. You can set rules that match a feature code, area code(s), or a Regular Expression. Once set, each outgoing call that matches the pattern can display a modified phone number on the caller ID screen. Check out our video, user guide and FAQ here. 988 National Suicide Prevention Lifeline — The FCC has designated 988 as the new nationwide 3-digit phone number for Americans in crisis to connect with suicide prevention and mental health crisis counselors. All phone service providers are now mandated to direct 988 calls to the existing National Suicide Prevention Lifeline by July 16, 2022. 2600Hz has already implemented 988, so for customers using 2600Hz minutes, 988 will automatically route to the hotline. BYOC customers will need to implement it, and you can learn how to do so here. In Case You Missed It It wouldn’t be a 2600Hz newsletter without some media and press updates. Here’s some news and a few marketing highlights from Q2: Our COO & Co-Founder Patrick Sullivan was interviewed by Telecom Reseller’s Doug Green for this CCA podcast, where they discussed the benefits of adding a second UC platform. Listen to it here. UC Today wrote two new articles featuring 2600Hz, WFH Requires Mobile Stability Powered by Cloud and The Benefits of Enterprise Communications White-Labeling. The Xarios team joined us on the Free UC w/ 2600Hz podcast to talk about how call center analytics can transform your business. We also had an in-depth discussion about how coronavirus has changed telecom over the past six months and areas that need to be addressed moving forward. We wrote about the key industry insights from the Cloud Comms Summit and share how you can stand out and capture market. A Few Friendly Reminders 2600Hz Community — Join in on timely discussions with your peers, get support for all things KAZOO, and find the latest 2600Hz resources. You don’t have to be a 2600Hz customer to be a member, but our customers do get access to additional resources and documentation. We’re constantly adding to the Community, and recently launched a Support page that features downloadable resources (including white-labelable docs!) and a series of videos explaining how to get started with KAZOO. To visit the community, click here. Free UC w/ 2600Hz Podcast — Our podcast is still going strong and we’ve added a few episodes this quarter that you definitely don’t want to miss! To make listening even easier for you, we created a new podcast page that gives you access to all 21 episodes in one place. Check it out here, and don’t forget to bookmark the page since we’ll be adding to it! If there are any specific topics you would like us to cover or guests you would like us to talk to, let us know at marketing@2600hz.com!That’s our update for now! We’ve been working hard and will have a lot more exciting news and updates for you soon, so keep an eye on your inbox and don’t forget to follow us on Twitter, Facebook, and LinkedIn.
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