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  1. 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.
  2. 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
  3. 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
  4. 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
  5. 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
  6. 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/
  7. 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.
  8. Quarterly Newsletter June 2020 We hope you, your loved ones, and your colleagues are doing well and staying safe. It’s been a busy quarter for 2600Hz and everyone on our team from Engineering to QA and Operations to Marketing have been working hard to bring you more tools that enable productive remote work. In case you missed it, we released a ton of new products, features, and functionality and we have a lot more great things planned for Q3. Key Highlights From Q2 As part of our commitment to enabling remote work, we reprioritized our roadmap and brought our customers the comm.io desktop app. Video conferencing, a WebRTC-based softphone (we call it a web phone), virtual faxing, and more are built in, giving users all of their personalized communication information and tools in one place, right on their desktop or laptop. Check out the new comm.io site to see all that it can do! What Do You Want In An Operator Console? We are continually enhancing our product suite so we can provide you with the best reseller and end user tools that will help your business be successful. We are going to start sending out product surveys to get your input and to help us identify exactly what you and your customers need. We’re currently working on improving our Operator Console and have a few questions for you based on your customer’s requests and feedback when it comes to operator and attendant functionality. Please take our short 6 question survey that won’t take more than 2 minutes of your time. Your response will make a difference! You can take the survey here. Other New Product Releases & Updates In addition to releasing comm.io, we rolled a TON of new updates, features, and functionality in Q2 and already have more in the works that we’re planning to roll out in Q3. In case you missed it, here are some of the exciting releases and updates from Q2: SMS — You can now send and receive SMS on most 2600Hz DIDs! Receiving inbound SMS is configurable via Webhooks and outbound SMS can be sent by utilizing our APIs or Zapier. If you have a Zapier account, you can connect SMS by Zapier with over 2,000 apps to create automations and custom notifications. Another great thing about SMS, you ask? You can send and receive SMS on softphones and any desk phone that supports message notifications! There truly are infinite useful and creative ways to utilize SMS...check out this blog for some interesting use cases and examples! Voicemail Transcription — This feature helps users stay connected by converting voicemails to text. Transcriptions can be emailed or viewed in the Voicemails section of Comm.io. The feature is powered by Google’s ARS system, so it has phenomenal accuracy. There is a fee for using this feature ($0.05 per minute) so it is off by default for all existing voicemail boxes. New voicemail boxes currently have the feature enabled (although we're going to be changing it to be off by default in the next update) so if you don't want to use it, you'll need to disable it. It’s easy to enable or disable — watch how to do it here! Announce-Only Voicemail Box — Perfect for closures and other informational messages, announce-only voicemail box enables a voicemail box to play a recorded message without allowing callers to leave a voicemail. This feature can be enabled and messages can be easily changed at any time in the Voicemail Boxes section of SmartPBX by going to Advanced, then Options. Hold Music Resume — Hold music no longer restarts at the beginning every time you put a caller on hold! This is ideal for custom/sales messages because callers will now hear a continuation of the message, instead of it restarting at the beginning every time the caller is placed on hold. We’re already planning our first release of Q3, so keep an eye on your email! 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: UC Today published not one but two exciting articles featuring the 2600Hz team — SMS is Key to COVID-Era Business Survival and 2600Hz Intros Beta Softphone & Video Conferencing. We rolled out a series of video tutorials about how to get started with KAZOO to help new partners get up and running in no time. Check them out here. 2600Hz was featured in UC Today’s UC Market Guide 2020 and our very own Patrick Sullivan contributed an article about the often-overlooked characteristic of UC providers & their solutions. Download it here. Patrick was also invited to do a video podcast with The UC Buyer, which you can check out here. We published new blogs about provisioning devices, business agility and SMS. We added a few new podcasts to our podcast page here. A Few Friendly Reminders 2600Hz Community — Are you a member? It’s a forum where you can 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 making the forums even more user friendly, updating many of the documents, and adding even more support docs for our users and resellers. If you aren’t part of our community yet, join today and keep an eye out for exciting updates! Visit the community 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 20 episodes in one place. Check it out here, and don’t forget to bookmark the page since we’ll continue adding to it! Monthly Business Partner Calls — If you’re a paid 2600Hz customer, these are for you! On the 3rd Wednesday of each month, we hold an interactive call with our CEO and Co-Founder Darren Schreiber. During each call, Darren shares need-to-know information that applies to your business and is available to answer any questions you may have. This is the ideal opportunity to engage with Darren on a regular basis while learning about important updates that can help your business thrive. Find more information about our next call here. 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.
  9. Well thanks ... for your vote for more access to our awesome Monster UI apps! Hang on, we got a tad bit sidetracked with work-from-home-related enhancements for our customers, but it's all on our roadmap as part of our upcoming App. Exchange project (see a description here). Reach out to our sales team lead, Erik@2600hz.com, and he can review your immediate needs -- in general however our goal is to distribute our apps through the exchange and to allow 3rd party developers to showcase and distribute and monetize their apps as well. Let's grow KAZOO together.
  10. 2600Hz will be closed Monday, September 7th in observance of Labor Day. If you experience a major operational emergency, and support is required, please first submit a ticket to support@2600hz.com, then call our support line at (415) 886-7950 to escalate it. For all other support requests, you may submit a ticket by emailing support@2600hz.com and your ticket will be handled when we return on Tuesday, September 8th. Stay safe and healthy!
  11. User Story Once an account has been set up, an administrator wants to make some edits to the global account settings. Once an account has been set up, users want to personalize their experience with local time, date, language, and other settings. Before You Start The first step to setting up your account is to use the Account Manager Wizard application. This is often done by your administrator. A user guide for that process is HERE. Before reviewing and making edits, confirm with your administrator these global settings have been set to match the account strategy. This includes strategies for: Custom branding and DNS paths if desired. Settings for localizing the UI and system prompts to an alternate language if desired. Your Control Center Dashboard Once your account is created and you are given a green flag to review and edit your own settings, log in and select the Account Name at the top right of your window. You will see the screen below: Settings If you are an administrator you will have access to editing both the User settings and the Account settings from this screen. User Settings: Are your user preferences for your personal interface with applications such as SmartPBX and Callflows, etc. By default you will inherit the Account (Global) settings; here you can customize it to match your location and personal preferences. This is helpful if you are in a different timezone from your home account, and/or your native language is different than the home account language.’ Account Settings: These settings define some of the defaults for your global account. NOTE: If you are an administrator and “masquerading” in an account you will not see the User Settings option in your menu. The User preferences allows each account user to customize the interface for their personal dashboard. To edit/update these values, select the gear to the right of the setting. email This is the email you will use to log in. NOTE: Making a change to the email address in this section, will also modify the users section in SmartPBX. It will enable the "Send emails to an alternate address" option. It will not change the email address since that is their login name. Password This is where to manage your password for logging in. Timezone & Language Here you can enter the timezone and language you wish to use for this user. This is helpful if your native language is different from your home office native language. Notes: If you update the Timezone setting, it will stamp your voicemails and incoming call data using your new value. If you update the Language here, it will display your new language as the UI in SmartPBX and a few other applications. It will not affect the system prompts and voicemail messaging system. If you change your language setting, you may need to log out and back in to see the results. Some settings can be changed here, and also in the SmartPBX app (for example your CallerID setting). As the database is the same, the last change you make will be the one that is used. Date and Time Display This setting will update your date and time display in the SmartPBX application. You can also elect to display hours in 12 or 24 (system default) mode. NOTE: A known limitation of this that is scheduled to be resolved is that the voicemail time stamp does not yet consider this setting, and defaults to the Month/Day/Year format. Colorblind Mode Setting this on will update the color palette to colors more friendly for most colorblind users. For example, the arrows representing inbound and outbound calls in the call history page are changed from orange and blue to black and white. Caller-ID Privacy This setting defines how you want your outgoing calls to be identified in Caller ID. NOTE: If you select “Hide name and Number” your calls may be rejected by a receiving PBX or caller filtration software system. Phone Numbers Format This setting identifies the format you want to see phone numbers in. By default, all phone numbers are displayed in their international standard (+1 415 222 1234 for a US number for instance), but you can also choose to display numbers in their national format (e.g. 415 888-2222 for a US number). Finally you can choose to display all numbers in their international format, and then select countries that you wish to display in their national formats. This would mean for example, a US number could display without the country code, and all other international numbers would keep their country codes. National mode will show only the local format. If you anticipate international calls this is not recommended. NOTE If your host account is transitioning to a localized language system wide, it’s recommended you keep this setting at the Account Default. The account settings are available only if you are an account administrator. These settings are interpreted by additional components of the system including blacklisting numbers, office hours messaging in callflows, and localizing the software to an alternate language. Account Name This is the name the account was originally created as. This is the “human friendly” version of the account. Account ID This value is read-only and is what the system uses internally as a unique identifier . It can be referenced and copied into a support ticket for account debugging if necessary. Account Realm The account realm is an important component for the internal workings of your system. It is important this setting is defined and kept static once it is defined. By default, the realm is auto-generated by the Create Account Wizard. As it is an auto-generated name it is not typically a recognizable string of characters; most accounts will rename the first portion of the string using the company or department name to more easily distinguish among multiple accounts. NOTE: We recommend you define this during your Account Wizard setup process, and if you are white-labeling the solution set, it’s best to have this already defined before you access these pages. It is not recommended you change it here, as it can cause service disruptions. Technical Contact Enter the contact person who should be the first line of support for your account. This may already be included as part of your original installation. Timezone & Language This is where the default Timezone and Language for the system is defined. Notes The User Interface language displayed within the SmartPBX application can be overwritten by each user and customized to reflect a native language if it is different from the company’s home account language. The Timezone setting defines a “home default” time zone that will be used to stamp incoming calls, track office hours and holiday settings, and help direct callflow variables as needed. The language defined here is a component to a larger network of settings involved in localizing the system’s voice prompts and redirection english language commands in the back end as well as changing its User Interface prompts. If your system is integrating an alternate default language that includes all prompts, please request access to our localization documents. Billing 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. Manage Credit for Main and Sub Accounts 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 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. 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. Trunking Inbound and Outbound This dialog box provides access to reset trunking limits originally set in the Accounts Setup. A trunk is akin to a physical phone line. Only one call can be active for each trunk. Inbound Trunks can only handle calls inbound from a carrier, Outbound Trunks can only handle calls outbound to a carrier, and Two-way Trunks can handle calls to or from a carrier just like a physical phone line. If you are not familiar with trunking limits and how they affect your call center service and your billing structure, please contact an administrator. Ask your sales representative to share the trunking price matrix. Two-way Trunks Two-way trunks provides added flexibility; they can be dynamically assigned as inbound or outbound. The value entered is the total amount of trunks available, for example a value of 5 could assigned at any time as 4 inbound and 1 outbound, or 2 inbound and 3 outbound. Misc UI Errors Log This will display if the error log option was selected in the Accounts Setup. These logs are useful if you have a question for support regarding an error message. ##### Frequently Asked Questions If I change my Caller ID information in SmartPBX, does that change the setting here also? Yes. You can access this setting from either application. As the database is the same, whichever step you save last is the setting that will be active. I updated my timezone to a different one than the default, but my voicemail stamp is using the default time zone. This is a known issue and will be resolved in the next release. I changed my language setting to German, but one of my applications is still showing English titles, etc. The language porting effort is an ongoing project, and new additions and modules are being created both by 2600hz and many partners. If you are looking for a translation not shown when you enter your language, or your language does not appear as an option, there are some options to consider: Reach out to the community forums to see if any other resellers/partners have already translated an app you are using Review the Language Pack Editor app and consider entering your translation efforts here. Reach out to your 2500Hz contact and ask if there’s any efforts around translations you can contribute to and/or invest in. How do I create a sub-account? If you want to create a sub-account, for different field offices for example, first highlight the main account from the home page listing and then select “Add Account”. Can I change the Trunk Limits value any time if I discover what I enter is not appropriate? Yes, once your account is created, you can manage your trunking settings from the account’s Control Center page. Note this will affect your billing. When I set / change trunking limits, how does this affect my billing? There is an overview of our pricing structure here; however please reach out to your sales representative to confirm any changes in billing related to increased trunk limits. What does "Real Money" v. "Face Money" in the Hosted Accounts mean? The distinction of types of money was created to support sub-accounts in a Hosted environment. In short, all "Real money" is managed at the top-level account, and sub-accounts are allocated "fake money" values that provide a "bank account" for calls that are not covered by the account settings (e.g. adding new phone numbers and devices, trunking overages, international calls, and in some cases 911 calls). Hosted customers must maintain balances of credits in their main parent accounts for the purposes of covering these costs. All value flows from parent account to sub accounts for the purposes of managing costs. The sub accounts, however, have the distinction of only being allotted “fake” or representational values from the parent account. This isn’t actual value in the sense that the number seen in the accounting information of a given sub account are currency units, but rather that they represent a store of value as a portion of the credit value stored in the main account. This has several purposes: It limits sub account activities to a virtual stored currency limit can prevent situations of runaway cost overrun from things like fraud or system errors. Monthly accounting can be more easily tracked for each individual sub account with clear records showing when value was allotted and when costs were incurred against that per sub account. This is summarized in the Usage Charges section of the Control Center. You can generate a report showing each sub-account's charges and import that into a spreadsheet for your own billing process. 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
  12. Monster App Choices SmartPBX vs Advanced Callflows vs APIs User Story A new user wants to understand what application to use for getting started with and managing and maintaining their account. They are confused about whether to use SmartPBX, Advanced Callflows or system APIs. A new user is looking to understand how these applications interact with each other. Overview It’s important to understand both SmartPBX and Callflows access the same back end database and use the same APIs to transfer data. Edits from one app will reflect in the others the next time you load it. Some apps however, do not provide access to certain settings, either because it is considered more complex and requires admin level understanding, or the setting was added as a new feature not yet updated in an older app. This document will share recommendations on when to use each configuration method. In addition it will review some 2600Hz history to give context to the applications and how they evolved. In short Your administrator will likely use Account Manager for your initial account setup. Once your account is accessible, Smart PBX is often set as the default application you see when logging in. Use SmartPBX for account maintenance and management whenever possible. It is the most current and most user friendly app for your initial setup. Use Callflows if you are an administrator and want to set up some more advanced, complex features for your client. Use KAZOO’s powerful API library if neither provide a feature you require, if your process is a back-end calculation or for automation needs that do not need user input. Note: API use requires a developer who is comfortable using JSON APIs in their preferred programming language, is familiar with Kazoo configurations and reading Kazoo docs. A summary chart of what functionality can be managed in each app is available at the end of this document. Set up your Initial Account with Account Manager This will be accomplished with your Account administrator. Once your initial account has been set up, you will want to personalize it according to your office requirements. Get Started with your personalizations with SmartPBX Once your account has been set up by an administrator it’s best for as much configuration to be exposed in SmartPBX as possible for End Users to see. Spend some time stepping through the application and working with the features available for you. We have a series of User Guides available also, HERE NOTE: Make sure you associate a “Main Extension” to your user name in SmartPBX. This is required for the comm.io app, and is not available to add in Callflows. (This is an example of the newer app supporting newer features). If you have set up your user in Callflows already and want to use the comm.io softphone, refer to the comm.io installation and setup document, HERE. Advanced Functions using Callflows If it’s not possible to complete your objectives using SmartPBX, use Advanced Callflows. Some common advanced functions callflows excels at include: Creating sub-menus for incoming calls (e.g. Spanish speaking and English speaking). We have a document HERE that outlines this setup. Creating secondary, tertiary, etc. callflows. For example for multiple locations/companies in a single account. Creating custom feature codes Using APIs to develop further customizations Both SmartPBX and Advanced Callflows ultimately use the same APIs, they are just viewed in different ways. If there’s some function in the Kazoo GUI that you need to do very often, often enough that it’s not efficient to use the GUI, this is an occasion where you use APIs. Some common uses for accessing the API directly include: Processes not supported by SmartPBX or Callflows Integrations with other programs that also use APIs. Examples include billing programs, integration with Salesforce or web pages, etc. Repetitive processes that can run in the background and do not need user input (for example, some billing functions). To start learning the API syntax, watch the network tab and see what APIs are being called while you complete your task in the GUI. Then check the documentation to be sure you fully understand what the API call is actually doing. And write your code to replicate it. All the documentation for our APIs is available HERE. Anything that can be done in our GUI can be done via API as well. Simply open your browser’s development tools feature, watch the network tab and see what APIs are being called while you complete your task in the GUI. Reconcile this with the API the documentation to be sure you fully understand what the API call is actually doing. And write your code to replicate it. Notes: Not all APIs are considered stable and available for end user use. Please be sure your API is supported before using them. Please take special care and do extensive testing if you want your application to work with SmartPBX. When developing using the API always develop against a sandbox environment. Never code against a production cluster. An example configuration using multiple KAZOO applications Below are some example configurations where more than one application is accessed. These include helpful tips on the most efficient ways to achieve this. Build a sub-menu into your main number incoming call routing If you want to build a sub-menu into your main number config (for example to support multiple languages or departments), this is not possible to do in SmartPBX. Here’s a trick we use to streamline this process: First, in SmartPBX. build all your ring groups for the sub-menu Second, in Callflows, build the callflow for the sub-menu. Instead of building the menu options all from scratch, use the SmartPBX ring groups you just made. Third, while still in Callflows, name the callflow and enable the “List this callflow in Main Number” check box. This will allow you to use the advanced callflow as an option back in SmartPBX’s main number section. With this example, your end users will be able to change the members and order of the sub-menu’s options via the SmartPBX groups section. This keeps the complexity of Advanced Callflows abstracted away from user, and allows them to manage the details of the process using a familiar interface, SmartPBX. Sample of application best uses Account Mgr SmartPBX Callflows APIs Initial Setup ✔ Add/Edit Users and Devices Global Setup User Edits Basic Settings: Office / Holiday Hrs Hold music Incoming call routing Default language interface Billing settings Global Setup User Edits Ring Groups Create Here Trunking Controls Admin Setup Admin Edits Sub menus for incoming calls Create Ring Group First Attach sub menus to Ring Group Background of KAZOO’s development and updates When the KAZOO project first started over 10 years ago, everything was done via json APIs -- there was no GUI (Graphic User Interface). The expectation was the KAZOO platform would serve as a robust engine for companies to use as their back-end and that those companies would build their own GUI to best fit their customer’s needs. KAZOO is extremely robust and with this comes complexity however, and many of our clients didn’t want to spend time diving into API docs before they even knew if a project would work for them. They wanted a quick and easy way to set up an account to test our wares. To support these developers 2600Hz made a very basic GUI for the APIs to enable a quick and easy setup for a testing environment. This original GUI didn’t expose all of the APIs or even all the features of the APIs but it gave developers a head start. Once they felt confident in the platform, developers used it to enable them to build custom GUIs. This served our clients who are sophisticated programmers in their own right well, and they created unique applications as we imagined, and still do. Their solutions are elegant overlays to the KAZOO engine. As we grew however, resellers started using the original tool to set up and maintain end user accounts; they requested we provide a more friendly way to enable their end users to personalize and change their account details without constant support. This was the driving force behind our Monster-UI framework and SmartPBX application. SmartPBX was built as a general use GUI for Kazoo, one that resellers could hand off to end users. In making the system more friendly to non-programmers however, we reduced the configuration offerings to a core that most accounts need. To continue to keep some more complex features accessible for advanced administrator use we ported in the old UI as the Callflows app. Some challenges remain with this multi-tiered approach. Because SmartPBX and Advanced Callflows share the same APIs, you could see callflows created by SmartPBX in the Callflows app, setting an expectation that users could also edit them. We needed a way to track where the input came from and how to edit it. To solve this, 2600Hz added metadata to the json API indicating what app that created the callflow. And elements made in SmartPBX were hidden from Advanced Callflows. This is the state the system exists in today. While most now use Monster UI and SmartPBX, some companies still use Kazoo strictly as a back-end system and use their own GUIs. Developers are still welcome to use the APIs to build their own GUIs. For those developers wanting to use the APIs, but also wanting to use Advanced Callflows, SmartPBX and other Monster UI apps. This is possible as well. When doing this, however, please take great care in your code to match the formatting that Monster UI apps use as closely as possible. Remember not every single feature of the APIs is available in SmartPBX or even in Advanced Callflows, and SmartPBX expects very particular formatting to work correctly. In all scenarios, thoroughly test your code against a sandbox environment before deploying to production systems.
  13. Enabling the new 3-digit 988 Lifeline Number User Story All Kazoo Platform operators need to implement outgoing calls to 988 to reach the National Suicide Prevention Lifeline in order to comply with the FCC directive to transition all call access by July 16, 2022. Background On July 16, 2020 the FCC voted to reserve 988 as a new 3-digit call number Americans in crisis can call to reach the National Suicide Prevention Lifeline’s network of suicide prevention and mental health crisis counselors. This is akin to the 911 Emergency Hotline; callers dialing 988 will be directed to the existing support number, 1-800-273-8255. These rules apply to VOIP service providers in addition to telecommunications carriers. Some important details include Deployment deadline for this addition is July 16, 2022. All providers must support 10-digit dialing in areas that still support 7-digit dialing, using 988 as the first 3 digits to reach 10. How to Deploy 988 within your KAZOO Platform Hosted Platform Systems If your account uses 2600Hz carriers The 988 Lifeline number has been deployed and is accessible now. If you are using your own carrier on hosted (BYOC) You will need to set this up on your own. Please follow the steps below for Private Cloud and Global Infrastructure accounts. BYOC / Private Cloud / Global Infrastructure Sites If you are using the Hosted Platform and Bring Your Own Carriers or support your own platform as a Private Cloud or Global Infrastructure account. you will want to implement this by adding a “carrier”. To do this, use the Carriers App. Click on the application. If you do not see it ask your administrator. From the home screen, select "Other" to add a new "carrier" You will see the screen below. In the Brand field, select Other, and enter your Other Brand Name, 988 Emergency In the Server field, replace 2.4.5.7.8 with the IP address of a carrier who can process toll-free calls In the Name field, enter 988 Emergency also Under Rules, select Add New Rule, and click on Emergency Dispatcher You will see the screen below In the Prefix field, Enter the Lifeline 10-digit number, +18002738255 In the Type a Test Number field, enter 988 Add the following Custom Regular Expression as shown in the screenshot above: ^988(\d{0})$ SAVE !!! Your new "carrier" should display in your list of carriers. Select the Gear setting to the right of your listed carrier and go to the Advanced Settings tab and select the Audio option Move PCMU audio codecs to the Selected setting. SAVE that setting also Frequently Asked Questions: Is there a test number I can use to make sure my settings are correct? We are not aware of one at this time. Once this is implemented does the 10-digit phone number 1-800-273-8255 still work if called? Yes. This number will remain operational during the transition process and after July 16, 2022 References FCC Announcement is HERE ####
  14. 2600HZ USER GUIDE -- ACCOUNT MANAGER WIZARD NOTE: This user guide is under development, as the companion to our new Accounts Wizard app that is currently available ONLY for testing in our "sandbox" environment. It is NOT yet available as BETA; look for an announcement around our beta release soon. Please make comments and suggestions for improvements to this doc as you navigate the app and learn the Account Wizard steps. Add comments to the field at the end of this document. User Story Set up a user account and possible sub-accounts for your clients. How it works KAZOO is designed to support a Master account (often the Reseller Master) and a hierarchy of sub-accounts. The Account Manager Wizard steps you through the basic steps for creating each account. NOTE: It is recommended the master account is used only to manage the sub accounts and that your personal office account should be created as a sub-account also. Before you start Your Account setup process will ask some technical questions that may have long-standing consequences related to how your applications and calling infrastructure is installed. Please take a moment to read through this before you start, and to consider the following: Do you plan to white-label your account? If so, complete the branding and DNS mapping process that is available in our branding app before you set up the accounts. This way the account realm and other default pathing structures will be inherited. For more information and a user guide on setting up white label URLs and branding, check our Branding App documents, HERE. Will you be setting up sub-accounts? If you want to create sub-accounts, it’s a good idea to map out your naming conventions and strategy ahead of time. One strategy people use is to include the sub-account name as part of the account realm naming string. (see below). What Service Plan will you be using for this account? If you are an administrator, you will be asked to identify the service plan you want to use for this account. How do you want to set an initial credit balance for this account? Setting up an initial balance for each account is required to support per-minute calling and inbound international calls. While you work in the Wizard Use the left NEXT button to step through the setup process. If you need to go back to an earlier section, ONLY use the navigation bar to the left to move back and forth between sections. If you try to use your browser’s back button it will not recognize your last window within the application. Your new account will not officially be created and saved until you finish the wizard. LET'S START! Opening Page This is the opening page for the Account Wizard. As it states, select the Add New Account button to the left to start a new account. General Settings Add Account Information Enter the core information for your account. Notes: Account Name Generally best to use the company’s name, a shortened version of their name or an acronym from their name. A DID does not provide easy recognition of who the account belongs to. It will also be used in reports and will be used on the login page by all users of that account. So simple, short and recognizable are recommended. Physical Address Information You MUST include a physical address for each account you create. Account Realm Value The Account Realm will be used by all the account’s phones in registrations and potentially for sending faxes. By default, the realm is auto-generated by the Create Account Wizard and is a domain name that will be matched by wildcard A and MX DNS records. The first part of the auto-generated name is a random string, like “8dfjd6”. If you are managing multiple accounts, it may make sense to rename the string so you can identify each account separately. Remember, if you are planning on setting up white label / custom branding DNS values, you will want to do that before you set this value and copy your newly created realm. Add Administrators Administrators have additional access to applications and some settings, including setting up new users, assigning access rights, adding devices for users, and activating application access for their account members. Choose a user from the company that you are creating the account for that will have access to managing all internal aspects of their account and be able to see everything for all the users. Note: This is an optional step. Users can be designated Admins via the user settings in SmartPBX or the Account App. Account Contacts Enter the contact information you want related to this account. Technical Contact Assign your first point of support for technical questions here. Billing Contact This information will be used to send usage and related billing summaries. Select Next Service Plan This section will be visible only if you are set up as an administrator for the account. Choose a service plan for your account. Once you have chosen one or more plans, you will see a summary of the billing rate that will be charged. Usage + Call Restrictions Trunk Limits Trunk limits define how many calls can be sent and/or received simultaneously. An incoming Trunk Limit set at 4 for example, means that only 4 incoming calls will be handled at once. Any additional calls will be directed to an automated response. A Trunk is like a physical phone line. Only one call can be active for each trunk. Inbound Trunks can only handle calls inbound from a carrier, Outbound Trunks can only handle calls outbound to a carrier, and Twoway Trunks can handle calls to or from a carrier just like a physical phone line. Trunks only apply to calls to US and Canada numbers. If a call for an account is not able to use a trunk because it is outside the US or Canada or all the account’s trunks are already in use, the call can be applied per minute charges against their active balance. Inbound defines how many simultaneous calls you can receive to your phone system Outbound defines how many simultaneous calls you can send (call out) from your phone system Two-way Trunks defines how many total concurrent calls your platform can handle at one time. Allow customers to make per-minute calls If selected and the trunk limit is met then a customer can still call in and your account will be charged on a per-minute basis. In addition, some calls require a per-minute charge depending on your service plan. These can include: Inbound toll-free calls International calls if allowed NOTE: For more information on trunks and pay-per minute please go here: https://forums.2600hz.com/forums/kazoo-platform-guides/get-started/sip-trunks-and-legacy-pbxes/over-subscription-for-trunking-and-per-minute-services-r16/ Call Restrictions This is where you can define limits on where your agents can make calls. By default, all calling capabilities are enabled for new accounts. If you wish to place call restrictions on this new account, toggle the slider to off. US DID This is your traditional service provided by KAZOO in the US. It refers to the US Direct Inward Dial phone service that is used by PBX systems. The feature allows for multiple telephone numbers over one or more analog or digital physical circuits to the PBX, and transmits the dialed telephone number to the PBX so that a PBX extension is directly accessible for an outside caller, possibly by-passing an auto-attendant. Unknown This is the default rule that matches any number NOT matched by the other rules. IE: if it's not a “US DID” or a “US Toll” or “US Tollfree” etc, then its type is “unknown”. For example, the unknown numbers include extensions like “7903” or the feature code “*97” because those numbers don’t match the other rules. NOTES: Emergency dispatch must be kept on according to the new Kari’s Law requirements. Credit Balance and Features Account Credit This is where you can set your monthly credit balance. You must maintain a current balance for international, per-minute calls, inbound toll-free, caller ID and other system features that incur an additional charge. NOTE: Depending on your contract with your customers you may want to use trunks and per minute credit in a way to reduce you and your customer’s exposure to fraud. See for more options on how to use trunks and minutes together HERE. Control Center Access This is where you can manage general features for the account. You are able to restrict which Control Center features are accessible to this new account. Select the desired features, or leave them all available depending on your business use case and this account's needs. It is suggested only the USER, ACCOUNT, and MISC. options are selected for subaccounts. User Allows users to adjust preferences Account Enables additional controls, including to view/change account name, account realm, technical contact, account timezone/language preferences. NOTE these settings can break a setup so make sure it is available only to trained users. Credit Card Allows users to view and change billing contact and credit card information. Usage Charges Exposes the “per minute” tab of Usage Charges to users for credit and minutes Service Plan Allows users to view/download a copy of the Service Plan associated with the account. Transactions Allows users to view the Transactions log Trunking Inbound Enables inbound trunking Outbound Enables outbound trunking Two Way Enables two-way trunking Misc UI Errors Log Exposes errortracker log. If enabled, the error log will display as a menu option in the Account Control Center. Applications Restrictions Define Access to applications This is where you enable access to the applications. NOTES You must also enable the application within the Application Exchange process once you start up the account. There may be additional fees for some of these applications. Make sure you understand how this will affect your client billing structure. If you select Restricted Access, you will need to manually add the applications you want to enable for this account. Manually adding access to applications (not recommended) If you select Restricted Access above, you will see the added screen below. This is where you enable access to the applications. Review your selections Once you’ve selected your applications, you well see them displayed on your Restrictions page, as shown below. You can remove an application by selecting the trash icon shown in the upper right. You can add more applications by selecting the add application button at the bottom. NOTES: At a minimum, you will need to select SmartPBX Once you select an app, it will display at the top You can search for specific applications using the search button, or filter your listing by using the menu to the left. To “unselect” an app, click on it again. Review, Print and Confirm The last step in this process is to review and confirm your settings. NOTES: To edit a section, select the pencil editor next to each heading. That section will open and be available for editing. We strongly recommend you PRINT your summary by using the printer icon at the top right of the page. This will be a useful reference when you are working on the account in the future. CREATE YOUR ACCOUNT! Once you have reviewed and edited your settings, select Create Account! This can take a while as the application is generating several files. Once it’s created, you will see your new Account Home Page. You can navigate to and update each section for editing using the top tabs You can select the gear to the right of each section to edit the specific field shown. Frequently Asked Questions How do I create a sub-account? If you want to create a sub-account, for different field offices for example, first highlight the main account from the home page listing and then select “Add Account”. Can I change the Trunk Limits value any time if I discover what I enter is not appropriate? Yes, once your account is created, you can manage your trunking settings from the account’s Control Center page. If I manually enable applications during this setup can I return to this and add more later? Yes. Once your account is generated, you can select the App Exchange tab at the top of the main page and enable additional applications from there. Related Articles Set up a White Label DNS for your Accounts SmartPBX: Overview of the Dashboard API Reference Docs docs.2600hz.com Accounts API - Kazoo API Reference REST API Reference for Kazoo Crossbar API docs.2600hz.com Whitelabeling - Kazoo API Reference REST API Reference for Kazoo Crossbar API #######
  15. Moving an account within KAZOO User Stories I mistakenly added and configured a sub account under the wrong parent account; my “North Carolina” office should be under “East” and not “West.” I want to move a sub account from one home account to another parent account – for example, move my XXX East account from US to Canada? Overview There are two ways to achieve this: Use the Cluster Manager app. In the KAZOO environment. Execute an SSH command at the server level. This is an option available to Global Infrastructure clients who are experienced system administrators. NOTE: This process can be unsafe; it should only be used if an account was created under the wrong account in error, and needs to be moved. USING CLUSTER MANAGER (OPTION 1) Obtain the account ID of the account you want to move from. This ID will referenced as MOVE_ACCOUNT from now on. This can be obtained from the UI via the Accounts Manager app. Open your Accounts app Navigate to the account you want to move to Select the account, and select Overview Copy the account ID String and save it on a notepad From Account: 2. Obtain the account ID of the account you want to move the MOVE_ACCOUNT TO This ID will be referenced as DESTINATION_ACCOUNT from now on. Repeat the steps above and copy to a place that clearly labels this Account ID is the TO: Account ID number. 3. Browse to https://ui.zswitch.net and login using your credentials and the name of your account on our hosted platform (XYZ Parent Account) Open the Apps menu, and select the Cluster Manager app Click the Scripts tab from within the Cluster Manager app Click the Red Button labeled Run Command 4. Type the command below into the command dialog box sup crossbar_maintenance move_account MOVE_ACCOUNT DESTINATION_ACCOUNT NOTE: While this process should take less than 5 seconds, you may want to increase the “Abort After” value to about 5 minutes. This should give ample time for the process to resolve before timing out and requiring a restart. 6. Click the Select Servers button 7. From the Cluster drop down, select the name of the cluster where the accounts live that you would like to move (pre, or prod). You do not need to select anything for Zone, or Services 8. Uncheck servers in the Filter Results section, so that you ONLY HAVE ONE server checked NOTE: You MUST select the server that contains your KAZOO applications; a Freeswitch or Database only server will cause this process to fail. To ensure this, you can follow these steps: Filter your server list using kazoo_applications type of servers first. "Select All" to unselect everything. Reselect the first server on the. list. 9. Click NEXT 10. Click Run Tasks Now! to execute the command you typed into the dialog box, on the server that remained checked on the previous page. 11. Watch the "Running/Queued" section of the tasks tab to ensure the task completes. You may need to refresh the list periodically, but clicking the refresh button (2 spinning arrows) at the top of the list. You can also go to the "Completed Logs" section to see that your "Run Command" task completed successfully. 12. Once the task is complete, confirm the account is now moved by re-opening the Accounts Manager app in the UI of your cluster. ADVANCED USERS (OPTION 2) This is an option available to Global Infrastructure clients who are experienced system administrators. Via SSH: Obtain the account ID of the account you want to move, I'll reference this ID as MOVE_ACCOUNT from now on. This can be obtained from the UI via the Accounts Manager app. Obtain the account ID of the account you want to move the MOVE_ACCOUNT under, I will reference this ID as DESTINATION_ACCOUNT from now on. This can also be obtained from the UI via the Accounts Manager app. SSH to one of the servers in your cluster where the account you want to move is assigned, and where kazoo_apps is running. Run the command below: sup crossbar_maintenance move_account MOVE_ACCOUNT DESTINATION_ACCOUNT API Reference Doc: docs.2600hz.com https://docs.2600hz.com/dev/applications/crossbar/doc/accounts/#move-an-account
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