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  3. How call transfer works. 3 different types: Blind, Attended, Semi-Attended Caller-ID is only preserved on blind transfers. Different phones do this differently. Tips for most popular models - Yealink & Polycom.
  4. Hi Marie: I just tested the recent links I posted Tuesday and they seem to work? Are you logged in? Let me know which files are not working.... let's get this solved!
  5. These links are not working. Now it seems some of them are working. Sorry, there is a problem Something went wrong. Please try again. Error code: EX0
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  7. To download a .pdf, click the link below: Language Pack Editor - Step Guide.pdf 911.46 kB · 1 download 2600HZ STEP GUIDE – LANGUAGE PACK EDITOR What is this? Language packs provide localization for Kazoo apps. The Language Pack Editor allows you to view, edit, and create language packs of your own in order to support your language of choice. This guide contains step-by-step instructions for using the Language Pack Editor. English to German Translation, Underway! The Language Pack Editor provides you with the terms to translate on the left and a field to enter your translation on the right: For simple menu items and titles, this is relatively straightforward. But for other items, such as the following error messages, things get tricky: How would you know what to enter for "noMatchingNumbers"? We'll dive into this more deeply later, but the short answer is that you can use the existing English translations as your guide. In fact, the Language Pack Editor supplies "reference files" just for this purpose. Here's a sample from an English reference file: Quick Steps We'll be covering the following topics: Accessing the Language Pack Editor Creating a new language pack Modifying your new language pack Cloning an existing language pack Submitting your completed language pack Reference File shortcuts Downloading all language packs 1. Accessing the Language Pack Editor From your Kazoo home page, select the Apps icon in the application bar. Search for "Languages" using the search tool. Open the app by clicking on the Languages icon. You should see the following screen: Each application can have one or more language packs. You may use the search tool on this page to filter the applications based on your search criteria. 2. Creating a new language pack There are a few ways of creating a new language pack. We're going to start with the simplest way; starting from scratch. Click on the app icon that you wish to localize: On the next page, select [ + New Language Pack ]: This will bring you to the main language pack editing screen: The language pack editor consists of three columns. The left-most column contains the Content Structure, which is useful for locating the page elements that you wish to add or edit. You can click on any element in the Content Structure to jump to the corresponding value in the editor. The middle column contains the main editor. Here's where you'll be entering your translations. The top of the middle column contains default working filename and a download button. Ignore the filename and download button for now. We'll cover those in just a moment. Selecting a Reference File The right-most column is reserved for displaying reference files. Reference files provide existing translations which can be helpful when adding new translations in the main editor. Reference Files might sound fancy, but they're really just exiting language packs that are displayed side-by-side with the language packs that you're creating or editing. It's likely that you'll want to use a reference file while creating your first language pack. At the top of the right-most column, select a reference file from the drop-down menu: Once selected, the reference file will appear to the right of the main language pack editor: Adding Translations At this point, you're ready to start adding your own translations to the form fields displayed in the middle column. Go for it! Any fields left blank will default to English in the application. It's a good idea to frequently download your language pack while you work to avoid any loss of work due to power outages, authentication timeous, etc. See "Downloading Your Work" in the next section. Downloading Your Work At the top of the middle column in the Language Pack Editor, you'll see the default working filename and a download button. We ignored these up until now. In order to save your work, you must download the active language pack to your computer. Rename the working file name to something like "japanese-user-portal.json", ensuring that the filename ends in .json , then click the Download button. You'll be able to upload this file later if you need to make updates. Next Steps Now that you've completed entering all of your translations and have downloaded a local copy of the language file to your computer, you're ready to deliver that file to our staff for installation. Continue to the section below titled "Submitting your completed language pack" for further instructions. 3. Modifying your new language pack If you haven't already, please complete the tutorial above titled "Creating a new language pack". That tutorial covers essential information about using the language pack editor and saving your work. Open the Languages app and select the app associated with the language pack that you'd like to edit: On the next page, click on the browse button to locate your previously downloaded language pack: Select your previously saved language definition file. The file selection dialog box may look different depending on your operating system: Click on Open to continue. The previously saved language pack should now open and be editable in the language pack editor. (Please be aware that we do not currently provide a Japanese language pack. The Japanese shown is for illustration purposes only.) It may be helpful to open a reference file while editing your language pack. For more information about reference files, please refer to the instructions under the section titled "Creating a new language pack" above where reference files are introduced. Once you have completed making updates to your language pack, download your language pack. 4. Cloning an existing language pack This section assumes that you've completed the "Creating a new language pack" tutorial above. If you haven't already, please complete that tutorial before proceeding. This tutorial teaches you how to clone an existing language pack. This may be useful if you wish to implement British English as opposed to American English, or customize an existing language pack to your own liking. Open the Languages app and select the app associated with the language pack that you'd like to clone: On the next page, select [ + Clone Exiting Language Pack ]: You will be prompted to select an existing language pack to clone. Select a language pack and click on Clone Language Pack. The language pack will load in the language pack editor to allow you to make changes: It may be helpful to open a reference file while editing your language pack. For more information about reference files, please refer to the instructions under the section titled "Creating a new language pack" above where reference files are introduced. Once you have completed making updates to your language pack, download the modified language pack. 5. Submitting your completed language pack Once you've completed editing your language pack, the next step is simple. Contact us! Our staff will be happy to review your language pack and add it to Kazoo. 6. Reference File shortcuts On the Language Packs APP home page, you may have noticed a column called "Languages". These buttons are shortcuts that: Create a new language pack Automatically open a reference file based on the button you select 7. Downloading all language packs Each app displayed on the Language Packs APP home page has a corresponding download button. These buttons can be used to download all language packs associated with an app at once: Languages App - Step Guide (Emily Ransford).docx
  8. 2600HZ STEP GUIDE -- CSV ONBOARDING CSV Onboarding is a tool that allows you to enter an exported list (.csv file) of users and (optionally) phone data into the KAZOO environment. This replaces the process of entering the most common data manually when you are first setting up your users. Before you Start Create a .CSV (Comma-Separated Values) export file from your existing phone list. The following fields are used by KAZOO; you can create the same fields or if there are existing field names, map what is imported to the KAZOO names. first_name, last_name, password, email, extension, notification_email, mac_address, brand, family, model NOTES If you want to upload User names only, the fields after extension are not required. Notification_email field is optional for either onboarding option. Double-check the field name and spelling of your phone model. It must match the syntax and capitalization exactly for the import to be successful. Quick Steps Open the CSV Onboarding app. Choose if you want to Add Users only, or Add Users & Devices Drag the .csv file you created into the box and pick Proceed. You will see your imported file. The top row above the drop down fields displays the fields in your .csv file. Using the drop-down fields, select the KAZOO field you want the .csv field to map to. If you have advanced programming knowledge, enter your json payload information for Pick Proceed. The screen will follow your progress. If you want to cancel, close the window. Detailed Steps Activate and open the CSV Onboarding app. Choose whether to onboard Users Only or Users and Devices Adding Users Only You will see the screen below. Check your .csv file to make sure it includes a header row with the fields mentioned. NOTE: If the header is different, you will be able to match/change that in the next step, but the values for the columns must match. Once you upload the file, you will see this screen. Click on the Proceed button. You will see a screen like this: And when the process is complete you will see a confirmation screen Click Proceed. You will Then see a screen showing a preview of how your .csv file and data maps to the Smart PBX system data. It will look something like this. What to look for as you review this page: The fields displayed above the drop down field options are the fields that were imported from your .csv file. The field names in the drop down are the proposed match to your import file. You will need to verify this is correct. If the field is empty and should map to a required field in the drop down options, you must assign it a value. All required fields must be mapped to one of the columns you have imported so the system will be able to place them in the correct instance. If some fields are empty they will transfer as empty. Make sure to scroll to the right to see all the fields. The JSON Checkbox If you want to add some advanced custom settings for voicemail boxes, call parking and other feature codes using JSON, check the box at the bottom of the screen. You will be prompted to add your code into one of 3 different fields: User Settings, Device Settings, or Voicemail Box Settings. Some reference information about these settings is included at the end of this document. Sample .csv file Sample CSV File with Device list added Spreadsheet First Then saved as a .csv file, will look like something like this, commas separating the fields. MAKE SURE THERE ARE NO SPACES! This will block the import. first_name,last_name,login,email,extension,notification_email,mac_address,Phone,Family,Type AUser,One,userone,auser@test.com,101,test@test.com,00-15-E9-2B-99-3C,111-22-1231,aaa,111 BUser,Two,usertwo,buser@test.com,102,,00-15-E9-2B-99-3D,111-22-1232,bbb,222 CUser,Three,userthree,cuser@test.com,103,,00-15-E9-2B-99-3E,111-22-1233,aaa,111 DUser,Four,userfour,duser@test.com,104,,00-15-E9-2B-99-3F,111-22-1234,bbb,222 EUser,Five,userfive,euser@test.com,105,test@test.com,00-15-E9-2B-99-3G,111-22-1235,aaa,111 FUser,Six,usersix,fuser@test.com,106,,00-15-E9-2B-99-3H,111-22-1236,bbb,222 GUser,Seven,userseven,guser@test.com,107,test@test.com,00-15-E9-2B-99-3I,111-22-1237,aaa,111 JSON Reference links To add your custom JSON payloads, check the box that says "add JSON", and you will see this screen. It shows an added script to assign a voicemail box. For additional reference to the syntax for JSON scripts, check the links below. Devices: https://docs.2600hz.com/supported/applications/crossbar/doc/devices/ Users: https://docs.2600hz.com/supported/applications/crossbar/doc/users/ VoiceMail: https://docs.2600hz.com/supported/applications/crossbar/doc/voicemail/ 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 docs.2600hz.com Voicemail Boxes - Kazoo API Reference REST API Reference for Kazoo Crossbar API ##### Previous Page Next Page
  9. Ouch, so sorry -- please try again? There was a hiccup in a website upgrade that changed permissions. If you have registered and are logged in you should be able to access these files now, please let me know if it's still an issue! emily here's the links again.... Product Overview FAQ STEP Guide Call Center v Call Center Pro
  10. FYI those links are no longer accessible? Sorry, there is a problem Something went wrong. Please try again. Error code: EX0 Leon
  11. New E-911 Compliance Changes Taking Effect As of February 16th, 2020 Requirement All Businesses must offer the ability to dial 911 without dialing 9 first to access external calls. At the bottom of this article you can review the details of this law and access links to its history. How to comply using KAZOO KAZOO has always had this option. By default, 911 is available without dialing 9 first. It is important however, that you confirm the following settings have not been changed, as they will disable the e911 access: Accounts Usage and Call Restrictions: Make sure the toggle is ON for e911 calls Credit Balance + Features: Initial Credit Balance is not at $0.00 Numbers Features: Make sure the E911 feature is enabled (it is by default) NOTE: It the reseller is using 2600Hz carriers, you must configure 911. If you don't have an address and no number is provisioned with an address a 911 will not complete. Additional Settings to Review In addition, you may want to review the settings below to make sure the addresses are correctly assigned to the numbers Smart PBX Caller ID: Your company caller ID as shown when you click on "Caller ID" in the top right blue header This shows your Company Emergency (E911) address. Confirm this is correct. Individual Number Settings for e911 addresses: You can assign a different address for e911 for each number you list/assign. Once you have assigned an address in any of the applications, it will propagate and display throughout the account. Numbers Note you can manage the e911 addresses in the Numbers application also by selecting the gear/settings to the right of each number. You will see the same dialog box as above. Once you have assigned an address in any of the applications, it will propagate and display throughout the account. Background You may or may not have heard about the changes that were signed into effect in 2018 that would require companies to be compliant with E-911 revisions. These changes, otherwise known as “Kari’s Law” were implemented based off a truly unfortunate experience where an individual in need was unable to reach 911 immediately, sadly, resulting in a tragic outcome. After this occurrence the President recognized the need for any person, in need of reaching 911 to be able to do so without the limitations of the phone system (for example having to dial 9 before dialing the emergency line). Although this was introduced almost 2 years ago, the changes for any communications company offering phone services, will take effect come February 16th 2020. To ensure your business is protected we wanted to offer a few key resources that will provide more detailed information on the matter and help ensure your business is protected. Legal Article: https://www.bhfs.com/insights/alerts-articles/2020/new-enterprise-e911-rules-take-effect-on-feb-16-are-you-ready- Author - Michael Pryor - Brownstein Hyatt Farber Schreck - mpryor@bhfs.com NG911 Details: http://www.ng911now.org/about-ng911 Reference on a CTA/Landing Page: you can create for folks to go to a landing page with blog, links to articles, etc. Example - https://news.avaya.com/us-cp-kari-law-reg?CTA=20US-VT-DG-KARI-SEM&TAC=20US-VT-DG-KARI-SEM&gclid=Cj0KCQiAsbrxBRDpARIsAAnnz_ONN_zKaRr3t_iESXX7eqdRZRzDjWsh97bzSpKT46e1zPt4Ie_ez4IaAh2_EALw_wcB Karl’s Law page for details - https://img03.en25.com/Web/AvayaInc/{0d6c34bf-7379-4693-85bc-4a1599a40481}_IN-WHAT-IS-AVAYA-KARI-LAW-IND15412EN.pdf?elqTrackId=3f63be0d541b48109866d3650ab96bc6&elqaid=11026&elqat=2
  12. 2600HZ STEP GUIDE –CALLFLOWS -- CREATING CONFERENCE BRIDGES Within the Call Flows App, you have the ability to create, edit or delete Conference bridges. The SmartPBX App should be used to set the conference number as well as provide conference bridges for users, but certain advanced options can be provisioned here. Click into the Advanced Callflows App and select Conference As noted above, bridges should be created in the SmartPBX App. (If necessary, once in the Conference submenu, click the +Add button to add a conference bridge.) Once the conference bridges have been created in SmartPBX, you will see the list on the left side in the Conference submenu. Click on the one you want to edit, and the details will pre-populate. This is the information created in SmartPBX. A pin can be created on this page if needed. Click the Advanced tab in the upper right corner. Three tabs will appear. Basic – the information entered in SmartPBX Options – these must be added here (not available to provision in SmartPBX) Conference Server – the bridge number Click Save when changes have been made.
  13. 2600HZ STEP GUIDE – BLACKLIST SETUP Within the Call Flows App, you will find the Blacklist set up. The Blacklist is used to block calls from a particular number. 1. Click into the Advanced Callflows App and select Blacklist 2. Once in the Blacklist submenu, click the number you’d like to block. 3. In the following screen, you will add a Name (for reference), and add the number. You can also block all Anonymous calls by switching the “Block Anonymous” to On. 4. Remember to go into the Account Setting block of Advanced Callflows to activate the list. To “activate” the blacklist, go to the Account Settings block and move the blacklisted item from Available to Selected.
  14. It seems like the monster-ui uses /v2/services/topup, but this doesn't seem to like to request the charge on braintree. Do you know if services/top should be using transactions/credit? Is this a config issue that services/topup isn't charging? Braintree is connected properly and the CC info in syncing with Braintree. Let me know if you want me to start a new thread.
  15. Below is a summary of the commands available in Call Center, and the added commands available in Call Center Pro. NOTE: This will be updated as the two applications evolve. To download a .pdf version of this file, click the link below Call Center and Call Center Pro - Feature Comparison.pdf Call Center Call Center Pro Basic Info Name Ext. / # / Buy Name Ext. / # / Buy Configuration 5 Queue Routing Hold Treatment audio file Timeout Queue Call Limit Timeout if empty Escalation queue Escalation callflow after timeout 5 Queue Routing Hold Treatment audio file Timeout Queue Call Limit Timeout if empty Escalation queue Escalation callflow after timeout Additional options for Hold (see below) Record all calls in queue Routing Strategy Most Idle Least Calls Handled Least Offered made Round Robin Most Idle Least Calls Handled Least Offered made Round Robin Skill based (Loose) Skill based (Strict) Hold Treatment Media file Media File Announce Position Announce Wait Pause Build your own order Agent Behavior Agent Connect Timeout Force Away on Rejected/Missed Agent Recovery Time Agent Connect Timeout Force Away on Rejected/Missed Agent Recovery Time Allow Recovery Time Extension Allow Unlimited Recovery Time Extensions Member Assignment Drag from System list to queue Separate list for Agents and Managers Members list in drop down drawer Summary page with all members Drag from Member list to queue List previews how many queues member is already assigned to Members list in new window Agents and Managers displayed in the same list Agent Summary bar Total Calls Missed Calls Calls Handled Avg. Handle Time Session Duration Total Calls Missed Calls Calls Handled List of queues page status preview Agents Active Average Wait Calls in Queue Missed Calls Abandoned Calls in dropdown, each agent in box shows Agent away notice Logged in time duration Agents Active Longest Wait Calls in Queue Missed Calls Abandoned Calls Paused / Activate button Agents Ready Agents Busy Agents Away Call Handling performance bar Queue Reporting - Activity Logs N/A Shows all events in queue Search by agent, event, phone # Filter by Activity Sort by single agent or all agents Download .csv or print results Queue Reporting - Member List N/A Name Role Status Handling Session length Time Marked as away Assign Skills Sort hi to lo on any variable Queue Reporting - Calls in queue N/A Review calls in list Admins and Managers can Eavesdrop Whisper Barge Performance Reports Activity Breakdown N/A Filter by agent and/or queue Shows current session Compare multiple Agents or single agent, multiple queues Download .csv or print results Call Center Members Summary Display list of members Add available users as member Display list of members Add available users as member Summary shows member session duration Assigned Queues (# + name) Call recording on / off Skills tags Manage / Edit Skills Use 1 or more rules Assign multiple skill tags per agent Set loose / strict criteria in routing strategy User Interface Configuration in drop down Basic Config Agent Behavior all together Configuration in multi-screens / Steps using a Wizard style setup
  16. can't help you there, connect with sales...
  17. GOT IT,. Thank you,. Now we need Pricing.
  18. Yes, on the this page, at the top it gives you the option to download a .pdf. Let me know if it isn't working for you.
  19. Hello Emily, How can we obtain the Product Overview in a PDF,? Thank you Emily, Larry MORE, Do you use ISSUU ? Is this posted in ISSUU? I need to be able to place this info on our site. we can use a PDF, or post it to ISSUU and place a link. Thanks, Larry
  20. Hi all: In case you missed the Business Partner Call and/or our email announcements yesterday, Darren announced that Call Center Pro is officially available for Hosted Clients! YAYYY!!! Contact Sales to get access, and go to our Monster UI Apps page HERE to read up. Scroll down to the Call Center Pro listing and you'll find: Product overview FAQs about what it does and how it compares to Call Center Basic STEP Guide for getting started As always, we love to hear from you about updating, clarifying or enhancing any snippets of our documentation -- please add your comments and questions in the fields at the end and we'll continue to polish it up! emily
  21. What is Call Recording? Call recording allow you to establish criteria for what calls you want to record. You can make these settings automatic, and also set a feature code to initiate recording a call once it's connected. For automatic settings, a three level hierarchy gives granular support for which users and which devices you want to ensure are being recorded. You can choose to set permissions for entire accounts, or for specific users and devices – ultimately allowing any level of call recording customization desired. What is required to set up Call Recording? Before you can implement the call recording app, you must establish a storage service where the recordings will be archived. This can be AWS or Google; the setup is enabled through our connector apps. AWS Connector Google Drive Connector Developers can set up direct connections to local servers as well. Refer to our blog here: https://docs.2600hz.com/dev/doc/blog/storage/ How do I set up On-demand (in-Call) call recording? There is a toggle switch in the Call Recording app that enables you to start recording a call once the connection is made using a pre-defined feature code. This can be found here under the Configuration Tab at the bottom of the screen as shown below. NOTES: You must connect your call before entering the code. Once the call has a confirmed connection, you can enter the feature code and begin recording. You must use a new feature code that is not a default setting for your phone system Where can I get more details on how to configure Call Recording as a developer? For more advanced discussion of the Call Recording code structure and implementation, refer to the developer notes here: https://docs.2600hz.com/dev/doc/user_guides/call_recording/#account-user-or-device
  22. What is Pivot? Pivot enables you to generate real-time KAZOO callflows via a REST API. This means your web application can tell phone calls what to do, during the call! Some examples use cases: Checking an external account balance before allowing a call Routing an incoming call based on custom logic Present menu items and respond to selections based on information in your database How does it work? When you add the Pivot module to your call flow, you provide Pivot with a callback URL to your webserver. From then on, when KAZOO receives a phone call for a Pivot-enabled phone number, KAZOO sends an HTTP request to your webserver asking it for a new callflow. Along with the request, KAZOO passes information about the call, such as the originating number. Your web application will then generate a new callflow, which KAZOO will run. Since your new callflow can itself contain another Pivot, you have the ability to make completely dynamic callflows. What does a request look like? When a call comes in to a configured Pivot number, we'll make a request to your web script with the following information: What does a response look like? When responding to the above request, your script might analyze the Caller ID of the caller and decide to identify the caller automatically and play their account balance, then connect them to customer support. Returned body: What are the variables for setting a Pivot Callflow? The dialog box for editing a callflow in Pivot is shown below: Is there a way to debug my Pivot routine? Yes. in the application there is a tab called Live Debug. It will list all recent calls that trigger a request to your http servier. If you click on "View Details" you can see the code that was both sent and returned.
  23. Click the link below to download a .pdf file 2600Hz-CallCenterPro-Overview_30Dec19.pdf
  24. I just changed that limits and lets see how it goes.
  25. Billing Services (and service plans) have received a major overhaul in 4.3. APIs have changed for interacting with services so if any one has built on top of the `service_plans` API, they will need to take note and adjust their code. Cant find updated docs on this
  26. How do we go about impersonating a user in Monster UI SmartPBX? REF: System admins can now “impersonate” any user on the system they have access to, so that debugging is easier, from Monster UI.
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