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Emily R

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Resource Library: Monster UI Apps for KAZOO

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  1. 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!
  2. 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
  3. 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
  4. 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
  5. New E-911 Compliance Changes Took 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. NOTES 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. To test your configuration, you can dial 933. Please do NOT test the system by calling 911. If the test does not confirm a configuration, check the settings below. If they have changed, the access could be disabled. 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) 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
  6. 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.
  7. 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.
  8. 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
  9. can't help you there, connect with sales...
  10. 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.
  11. 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
  12. 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
  13. 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.
  14. What is the PBX Connector? PBX Connector attaches any PBX system to our SIP Trunks so that you can get rid of old and expensive analog or PRI lines. The App is extremely user-friendly, allowing you to move numbers from one PBX to another in minutes. Using the PBX’s own dial-plan tools, pick which phone you want to ring, which menu you would like the call to go to, and how you would like the phone number to act. Assign, Add or Port Numbers Use spare numbers that you purchased in SmartPBX and assign it in the PBX Connector. You can assign and configure numbers before or after you configure your PBX system. These numbers will be mapped back to the PBX. In real time, it will purchase or port a number and map back to the PBX. Configure your PBX System Simply select which PBX system you are using from the dropdown, and create a name. 2600Hz has preloaded the most popular PBX manufacturers for your ease-of-use. If you do not see your PBX manufacturer, choose Cisco and notify 2600Hz support. Authentication Create a username, password, enter the realm/domain and determine if your PBX is on a static IP address.
  15. What is Operator Console? Operator Console is a VIEW ONLY tool which offers you live call data, allows you to view all current active calls, call durations and call direction (inbound or outbound) in one simple glance. Additionally, it makes it easy to view office activity, such as who is currently on a call or available to take one. Once the Operator Console App has been added to your KAZOO environment, it will populate with the Employees and Devices associated with the account and look like the image above. You can toggle between Employees or Devices then decide to view them All, Available (not on a call) or Busy (on a call). Additionally, you can use the Search tool to quickly find a coworker, no need to know their extension. Once you receive a call, the screen will look similar to the one above, with the left side displaying your Active/Incoming Calls and Parked Calls. Feature Keys: While you cannot interact with the interface of Operator Console, you can use Feature Keys to do things like call forwarding and parking calls, directly from your phone’s keyboard. To learn more about Feature Keys please review the SmartPBX app. Operator Console Definitions This filter displays all devices or employees on the account. This filter shows all employees or devices who are not on an active call. This filter shows all employees or devices who are on an active call. Operator Console has two separate views: Employees and Devices. Employees: This view shows all unique users on your KAZOO account. Devices: This view shows all unique, registered devices on your KAZOO account. Available Call Tile: User – Extension: This line shows the user name, and the user extension in parenthesis. Active Call Tile: User: This line shows the user name and the user’s extension in parenthesis Call Information: This shows both call status, call direction and call duration From: This shows the caller ID or Device Name To: This displays the callee ID or Device Name An INbound call is one that someone else originates to the user and will have the icon above. An OUTbound call originates from the user and will have the icon above. The images below show that you can toggle between Employees/Devices that are All/Available/Busy. We have screenshotted all of the Employee combinations but the same can also be done with Devices. To view all your employees, select Employees and All (above) To view only employees not on an active call select Employees and Available (above) To view only employees on active calls select Employees and Busy (above)
  16. Operator Console Pro offers you live call data, allows you to view all current active calls, durations, and call directions (inbound or outbound), in addition to being an interactive tool. You may view office activity, answer calls, make calls, transfer calls to available users and manually park/retrieve/hold calls. Once the Operator Console Pro App has been added to your KAZOO environment, it will populate with the Employees and Devices associated with the account and look like the image above. You can toggle between Employees or Devices then decide to view them All, Available (not on a call) or Busy (on a call). Additionally, you can use the Search tool to quickly find a coworker, no need to know their extension (for more information refer to the Definitions section below). Placing A Call Operator Console Pro enables you to make calls directly from the UI. Once your device has been registered and associated with your user profile (via SmartPBX), it will populate the “Device to Call With” section automatically. There are a couple of ways to place a call using the Operator Console Pro UI. If you want to call one of your co-workers, and only have one registered device assigned to you, simply click on their name in the UI and press call. If you have multiple registered devices assigned to you, in addition to pressing call, you will be asked which device you’d like to use to place the call. Placing the call will look like this: To place a call to someone outside of your company, press on this icon at the bottom left side of your screen to get to the dialpad. You can either type the number in the Number to Call text box or use the dialpad by pressing. Once you’ve dialed the number, select a Device to Call With and your call will be placed. **Please note, placing a call from a softphone or a Polycom device is a two step process. Our system first calls your phone, which you have to accept as if it were a phone call. Second, once the softphone is answered the number you dialed will be called. Placing A Call On Hold Once you are on an active call, you can place the call on hold. Select and your screen will look like the one below: To resume the call, select again. Transfer A Call Once you are on an active call, you can transfer to another Employee or an outside number. Select and your screen will look like the one below: There are a few ways to complete the transfer: Either enter an extension or phone number by typing it in the text box or use the dialpad, then select Transfer. If you’re transferring a call internally select then click on the Employee or Device you’d like to transfer the call to. Your call will immediately be transferred once you click on the Employee/Device and will leave your Active Call list. Parking A Call You can see how many spots are taken in parking, who is waiting in each individual spot and what number they're in, so you can easily retrieve them. To park an active call, select enter a numerical slot to park the call into and click on Park. It will look like this: Once the call is parked, it will show up in your Parked Calls list like this: Retrieve A Parked Call There are a couple of ways to retrieve a parked call. Select the active parked call, select type the extension of the person who you’d like to retrieve the call, then click on Retrieve. Select the active parked call, select then select the Employee or Device whom you’d like to retrieve the call. The parked call will immediately be sent to the Employee/Device and will leave your Parked Call list. Operator Console Pro Definitions: All devices or employees on the account All employees or devices who are not on an active call All employees or devices who are on an active call Operator Console Pro has two separate views: Employees and Devices Employees: All unique users on your KAZOO account Devices: All unique, registered devices on your KAZOO account Available Call Tile: User – Extension: User name, and the user extension in parenthesis Active Call Tile: User: User name and the user’s extension in parenthesis Call Information: Call status, call direction and call duration From: The caller ID or Device Name To: The callee ID or Device Name An INbound call is one that someone else originates to the user and will have the icon above. An OUTbound call originates from the user and will have the icon above. The images below show that you can toggle between Employees/Devices that are All/Available/Busy. We have screenshotted all of the Employee combinations but the same can also be done with Devices. To view all your employees, select Employees and All (above) To view only employees not on an active call select Employees and Available (above) To view only employees on active calls select Employees and Busy (above) ' Active, Click state Call Tile: Call – Place a quickcall to the Employee or Device selected. Device to Call With – Choose from configured devices assigned to users to place a call. Cancel – Cancels click state (NOTE: This does not end an active call.) My Active/Incoming Calls: Display Area – Call Direction, Caller/Callee ID or Device Name, Call Duration Call Options – Hold, Transfer, Park, Hangup Hold User places the selected call on hold and the call tile color changes Transfer User enters the phone number or extension where they want to transfer the selected call to. Call Parking User enters a slot to park the active call in Parked Calls Retrieval - Enter extension of user to retrieve parked call
  17. What is Number Manager? he Number Manager App is an essential component of any VoIP service, unifying sourcing, activation and management of DID resources across multiple providers. Purchase and manage a base set of phone numbers in a master account. From there, numbers can be distributed to accounts. When the numbers are no longer needed, they can be reclaimed easily and re-assigned to accounts at any time. A sophisticated port-in tool allows you to port numbers into the system. It pre-validates number portability and splits numbers into appropriate orders as needed. Support for managing CNAM Database Updates, Inbound Caller ID Name lookups and Emergency 911 services are also provided. Assign Spare Numbers and Numbers in Use Provide each user with their unique direct-dial phone and extension number. You can find unassigned numbers within the Interface, or buy or port numbers in. Assign to any user purchased and unused numbers within the Spare Numbers tab. Integrated Caller ID Management Inbound Caller ID Name Lookups (CNAM Dips) is configurable on a per-number basis. CNAM Line Information Database (LIDB) Update Tool Allow users to update the United States LIDB using an intuitive, graphical interface. This sets the Caller ID Name for landline services. To Purchase a Phone Number: Click on the "Spare Numbers Tab" tab of Number Manager, just above the dashboard. Within the "Spare Numbers" dashboard, click on the "Buy" button within the specific account. To purchase a new number, decide whether you would like a local, toll-free, or a vanity number. Search for an available number by city or area code. You can then decide what and how many numbers to purchase. Add one number or multiple and then click "Buy Numbers". The number will be added to the "Spare Numbers" tab, which you can then assign a number to a user. Intuitive Porting The built-in porting wizard guides you through simple and complex ports, including multi-carrier porting. Automatically break complex ports into multiple orders and manage them independently. Automatic Location Routing Number (LRN) lookups separate numbers according to the carrier, helping ensure that ports go smoothly. To Port a Phone Number: Click on the "Spare Numbers Tab" tab of Number Manager, just above the dashboard. Within the "Spare Numbers" dashboard, click on the "Port" button within the specific account. To port a number, click on the "Start New Transfer (port)" button Type in one number or paste multiple numbers and select "Add." After you add the numbers you would like to port, you can new view the numbers to be ported, which will be split according to carrier. You will need to collect the user’s bill to show that they are the rightful owner of the number and download the "Letter of Authorization." Upload the "Phone Bill" and the "Letter of Authorization" signed by your user. Read and agree with the following and select "Next." Select the email address to notify when the transfer is complete, the date you would like number transferred, and complete the order. Add temporary numbers for users in case they would like to have an active line during the porting process. The number will be added to the "Spare Numbers" tab, which you will need to assign a number to the user. Assign Spare Numbers and Numbers in Use Provide each user with their unique direct-dial phone and extension numbers. You can find unassigned numbers within the Interface, or buy or port numbers in. Assign to any user purchased and unused numbers within the Spare Numbers tab. Assign Numbers to a User: Click on the "Spare Numbers Tab" tab of Number Manager, just above the dashboard. Within the "Spare Numbers Tab" tab, click on the Numbers checkbox within for the specific user. Select "Move To." A drop down will appear with a search bar at the top. Select the user you’d like to move the number to. Confirm "Move Number" and you are all set. To Move Numbers Across Accounts: From the Number Manager homepage, click on a number in your current account that you would like to move. Click on the Move To link A Search Bar should appear with a drop down. Click on the Account in the dropdown or enter the Account name. Click on the "Move Number(s)" button In the Number Manager homepage, look for the number you just moved under the account you previously selected. Integrated Caller ID Management Inbound Caller ID Name Lookups (CNAM Dips) is configurable on a per-number basis. CNAM Line Information Database (LIDB) Update Tool Allow users to update the United States LIDB using an intuitive, graphical interface. This sets the Caller ID Name for landline services. To Manage Inbound & Outbound Caller ID: Click on the "Numbers in use" tab in Number Manager, then click on the cog icon and the Caller-ID option will drop down. Click on the Caller-ID option. Type in a name for the Outbound Caller ID and toggle on the Inbound caller ID, then click on "Save Changes". Click "OK" on the confirmation popup. To Manage E911: Click on the "Numbers in use" tab in Number Manager, and then click on the cog icon and the E911 option will drop down. Click on the "E911" option. Fill in the Zip Code and the Street address (line 2 is optional), then click on "ADD". Click "OK" on the confirmation popup.
  18. Click the link below to download a .pdf file 2600Hz-Callthru-Overview_18Nov19.pdf
  19. General Information and Features What is the CallThru.us app? The CallThru.us app enables users to access their PBX system using their Android or iOS devices. Incoming and outgoing calls can be routed through their office system and are included in the PBX system reports. Locally users can access Call histories, contacts, voice mail and recordings without needing to log in from a desktop. Can we white label CallThru.us? We have provided the option to white label the desktop application if you want to expose that to your customers. The listing agreements with Apple and Google however do not let us “white label” the mobile application and branding – each instance would require a new listing and fee. Aside from the license notes we have made minimal reference to 2600hz in the actual app to keep it as agnostic as possible for our resellers. How does the call routing work? See the diagram below for an overview of how a call is routed. Can I use this app to send and receive text messages? This is not available in the current release. We are working on this feature and hope to provide it in our next update. Is there a STEP reference guide for CallThru.us? Yes! We are working on several support documents for this application. A STEP guide has been posted for configuring both Android and iOS devices, here. In addition we will be posting separate files that outline the phone settings users can access to fine tune their phone behavior. Configuring devices from the desktop app During setup I received an SMS message with an activation code. What do I do with it? The activation code is not necessary in our app. This can be ignored and will shortly be removed. I don’t have a mobile phone associated with my App Store/Play Store to download from the link in the app. Do I need one? No, you can simply go directly into the App Store/Play Store directly on your phone to download. If I say “no” during the original setup to accessing my phone contacts, can I change my mind and allow this later? This depends on the device. Android devices will prompt you to allow access and change that setting anytime you try to access your address book. iOS devices If you have an iOS device, you can change the permissions under the phone settings screen. Look for the CallThru.us app in your list, and toggle Contacts on. My Call Thru device shows as “unregistered” in my User Portal currently – is this a problem? No, since your device is not a device on the account, the lack of registration on the system is not a problem. This appearance may be change in future revisions My Call Thru device does not show as a device in SmartPBX – Will my app still work? The device is listed under devices in the SmartPBX portal, however there is not yet an icon for it. Look for a blank listing under the devices column. When you click on that you will see it is tagged as a callthru.us device. Making and receiving calls with your device When I dial a phone # the app shows a different number than I am dialing. What is this? When you make a call, CallThru.us routes your call through a series of access numbers managed by your PBX. It then forwards to the number you called. So the number you see on your phone is the access number. Your call history however, will display the actual phone number you called The recipient of your call will see a caller ID based on your settings in your PBX system If there is no setting then it will display as Anonymous If you have assigned a caller ID to your originating phone number that will display I can make outgoing calls but for some reason I’m not seeing incoming calls To set up incoming call routing, add a device in the Callthru.us app that is assigned to you as a user. It will ring all your devices including forwarding the call to your cell. If you are not receiving calls, check the following settings in your SmartPBX account Make sure the setting is assigned to ring the user, not the device. Check the Find Me Follow Me settings for the device. It should show the ringer unchecked. View the STEP guide for more information and troubleshooting for this. When I call a landline I get a message that the "callee is not accepting calls from numbers with Caller ID blocked" This type of message has become more common now with the SPAM filters phone carriers have implemented for land lines due to new laws protecting consumers. If you receive this message, it's likely your user Caller-ID privacy setting in SmartPBX includes a "HIDE" selection, either "Hide Number Only, Name Only, or Name and Number". To ensure your calls will be accepted by landlines, go to your SmartPBX User settings and set the privacy option to either "Default" or "Hide Nothing." See the screen shot below. Settings features on your device What settings can I control with CallThru.us from my device? This version of CallThru.us app supports the following settings: Account Setup This shows the Username and Password as transcribed from the QR code you used during the install process. It is not recommended you change this manually. Preferences This will be implemented shortly. Current setting options here have been temporarily deactivated. Usage This will be implemented shortly. In the interim this is captured in your desktop SmartPBX data. Reset Application Use this if you want to reset the application. It will delete all your data related to the app, including the associated phone number. If you are having trouble receiving incoming calls, it's possible the phone number you entered was not paired correctly with your phone. As noted below, this is a last effort to resolve this. NOTE: The preferences that may be displayed in CallThru.us have been deactivated until we can make sure they will synch. them with the desktop application. This includes the options for DND, Call Recording, etc.
  20. 2600HZ STEP GUIDE – CallThru.us - iOS Devices What is CallThru.us? CallThru.us is an application that routes calls through your office PBX system to an iOs or Android mobile device. The app provides a familiar caller dial pad and call management options on the mobile phone, including access to local contacts, import and save contacts, and view call history. Before you start Access the account you want to enable and find the CallThru application. Make a list of the users you want to give access to for mobile phone use. Have the mobile device you are activating available for downloading the CallThru app through Google Play or the Apple App Store. Next Steps Set up CallThru.us access in Monster UI STEP 1 Find the CallThru.us app in your application window. STEP 2 Click on the icon to open the application. The Getting Started screen will display with a new User Access tab at the top. STEP 3 When the tab is open, a list of users will display. Search for the user to enable and toggle the switch on. Download and Register the CallThru App on a mobile device. STEP 1 Open the User Portal app from the desktop. STEP 2 You will see a new tab for Mobile to the right. STEP 3 Click on the tab. A prompt will ask for a mobile phone number. Once the number is verified a screen similar to below will display, prompting to download the CallThru.us app to the device. The QR code is an easy way to register your device! Once the app is on your phone, open it. You will be prompted to aim your phone at this code. If preferred, a user can log in using traditional credentials. NOTES: The CallThru.us app can be downloaded any time, either from the desktop or from the appropriate app. store on your phone. Use the QR code to register. Remember your phone camera must be available to read the code generated on the desktop. Review the "downloading your app" section of this STEP guide for notes on this process. The iOS preview will look something like the image below left, on your device like the image on the right: NOTES ON DOWNLOADING YOUR APPLICATION The download prompts will show as follows: Enter Credentials: Choose to use your phone camera to read the QR code generated from your User Portal app. NOTE: The login Username and Password referred to here are derived from the QR code and very long and cumbersome to enter. They are NOT your login and password used on your desktop PBX. Accept License terms: Read the terms and choose I Agree Allow or Don't Allow Access to Contacts: You will be asked permission to access your phone contact list. NOTE: If you choose Don't Allow, then your contact list will be blank from within the app. If you choose Don't Allow, you can change this setting from the iPhone settings screen. See below for details. . The next screen you will see is the dial pad! MAKING A CALL USING CALLTHRU.US Dial a Number ! In the background, the CallThru app follows these steps when making a call: What callers will see is something more like this: A quick screen that says "initializing" before the call is completed. An access number that the app is dialing. NOTE: This is not the phone number you are calling, it is the access number that the CallThru.us has allocated to relay your call. Select the access number to initiate the call. What the call recipient will see depends on your settings: The person receiving your call will see a number you have assigned as your caller ID in your PBX system. If your caller ID is not set up to be shown, then your caller ID will show as Anonymous. RECEIVING A CALL FROM CALLTHRU.US AND YOUR PBX What callers will see / hear depends on your settings in your PBX application. Your cell device is added to your user settings, and will adopt the general settings you've applied to your other devices. The caller will hear what your PBX system had defined, and a possible pause during the phone forward process. What you will see / hear When a call is forwarded to your cell phone, it will ring as a normal call. When you answer however, it will prompt you to "Press 1 to continue." This is currently what indicates the call is from your PBX system. Future releases will provide alternate preference options for identifying these calls. If you want to customize when you get calls (e.g. turn the ring off at certain times, customize a voicemail) go into the device settings for this CallThru device, select Find Me / Follow Me and edit your settings there. If you are not receiving calls Here's some troubleshooting ideas if your phone is still calling out but not receiving calls: Verify your phone has been added to you as a user in your PBX setup. It should display in Smart PBX as in the above post, as a listed phantom device (without an icon for now) it should display in User Portal under Settings & Devices. Check your settings for where your calls are sent to. By default when you set up your cell phone the calls will be treated as your other devices are treated. If you want your cell to have unique behavior, adjust the settings in Smart PBX under Find Me, Follow me, as above. If you are still not receiving calls, you may want to reconfigure the phone -- the phone number you entered may not have synched correctly as the number of your cell phone (think typo, we are adding a way to verify your input, will be available shortly). It is possible to dial out with an incorrect cell phone, but not to dial in. To reset, From the app on your phone, under the settings, choose Reset Application. Go to the User Portal app on your desktop, pick the Mobile Tab From this tab, type in your number When you see the QR code screen, instead of capturing the code there, choose the "Link new phone number" arrow at the top left Enter your phone number again very carefully and double check it! Capture the new QR code This should reset your phone and your desktop NOTE: For a more detailed view of these steps -- with screen shots, refer to the CallThru FAQ. CALLTHRU PHONE SETTINGS & PREFERENCES There are two places to check and set your CallThru Settings and preferences: From your SmartPBX and/or User Portal application on your desktop (soon also on your mobile phone) Control the ringing and routing behavior of incoming calls, e.g. voicemails, etc. From your iPhone settings screen. Control permissions for the CallThru mobile app related to iPhone data access, for example if CallThru can access your Contacts, Microphone and Camera. Reset and/or re-couple your phone with your CallThru app. CALLTHRU.US SETTINGS FROM YOUR PHONE Settings controlled from standard iPhone settings screen These are the traditional settings that you can control through your iPhone for most applications. If you declined access to your contacts during configuration, you can override that in these settings. Your contacts will display once the setting is changed. What is available within the app Within the CallThru application, if you select the gear in the upper right corner you will see CallThru settings. NOTE: The Preferences options have not yet been synchronized with our desktop PBX settings, this will be available in an updated release shortly. Please use the settings in your PBX system to control these (see notes below). Settings controlled from the CallThru app on your phone now includes: Account Setup This shows the Username and Password as transcribed from the QR code you used during the install process. It is not recommended you change this manually. Preferences This will be implemented shortly. Current setting options here have been temporarily deactivated. Usage This will be implemented shortly. In the interim this is captured in your desktop SmartPBX data. Reset Application Use this if you want to reset the application. It will delete all your data related to the app, including the associated phone number. If you are having trouble receiving incoming calls, it's possible the phone number you entered was not paired correctly with your phone. As noted below, this is a last effort to resolve this. ####
  21. To download a .pdf, click on the link below: 2600Hz-Commio-Overview_12Nov19.pdf
  22. 2600HZ STEP GUIDE – CallThru.us What is CallThru.us? CallThru.us is an application that routes calls through your office PBX system to an iOs or Android mobile device. The app provides a familiar caller dial pad and call management options on the mobile phone, including access to local contacts, import and saving contacts, and view and delete call history. Before you start Access the account you want to enable and find the CallThru application. Make a list of the users you want to give access to for mobile phone use. Have the mobile device you are activating available for downloading the CallThru app through Google Play or the Apple App Store. Next Steps Set up CallThru.us access in Monster UI STEP 1 Find the CallThru.us app in your application window. STEP 2 Click on the icon to open the application. The Getting Started screen will display with a User Access tab at the top. . STEP 3 When the tab is open, a list of users will display. Search for the user(s) to enable and toggle the switch on. Download and Register the CallThru App on a mobile device. STEP 1 Open the User Portal app from the desktop. STEP 2 You will see a new tab for Mobile to the right. STEP 3 Click on the tab. A prompt will ask for a mobile phone number. Once the number is verified a screen similar to below will display, prompting to download the CallThru.us app. The QR code is an easy way to register your device! Once the app is downloaded on your phone, open it. You will be prompted to aim your phone at this code. The phone's camera must be available to read the code generated on the desktop. NOTES: The CallThru.us app can be downloaded any time, either from the desktop or from the appropriate app. store on your phone. The Android preview is below, as seen from the desktop and mobile phone: NOTES ON DOWNLOADING YOUR APPLICATION When you open the application, you will be prompted as follows: Accept Terms of Service: Enter your credentials: Using the phone's camera, scan the QR code generated from the User Portal app on your desktop. Set Access permissions to phone services For Contacts NOTE: If you choose Don't Allow Access to Contacts, the phone's contact list will be blank. A message will ask for permission each time the contact icon is accessed. For Microphone For Phone . . . . The next screen you will see is the dial pad! MAKING A CALL USING CALLTHRU.US Dial your number ! In the background, the CallThru app follows these steps when making a call: What callers will see is something more like this: A quick screen that says "initializing" before the call is completed. A number that the app is dialing. NOTE: This is not the number you are calling, it is the access number that the CallThru.us has allocated for your call. The actual number you call will be saved in the Recent Calls screen. What the call recipient will see depends on your settings: The person receiving your call will see a number you have assigned as your caller ID in your PBX system. If your caller ID is not set up to be shown, then your caller ID will show as Anonymous. RECEIVING A CALL FROM CALLTHRU.US AND YOUR PBX What callers will see / hear depends on your settings in your PBX application. Your cell device is added to your user settings, and will adopt the general settings you've applied to your other devices. The caller will hear what your PBX system had defined, and a possible pause during the phone forward process. What you will see / hear When a call is forwarded to your cell phone, it will ring as a normal call. When you answer however, it will prompt you to "Press 1 to continue." This is currently what indicates the call is from your PBX system. Future releases will provide alternate preference options for identifying these calls. If you want to customize when you get calls (e.g. turn the ring off at certain times, customize a voicemail) go into the device settings for this CallThru device, select Find Me / Follow Me and edit your settings there. If you are not receiving calls Here's some troubleshooting ideas if your phone is still calling out but not receiving calls: Verify your phone has been added to you as a user in your PBX setup. It should display in Smart PBX as in the above post, as a listed phantom device (without an icon for now) it should display in User Portal under Settings & Devices. Check your settings for where your calls are sent to. By default when you set up your cell phone the calls will be treated as your other devices are treated. If you want your cell to have unique behavior, adjust the settings in Smart PBX under Find Me, Follow me, as above. If you are still not receiving calls, you may want to reconfigure the phone -- the phone number you entered may not have synched correctly as the number of your cell phone (think typo, we are adding a way to verify your input, will be available shortly). It is possible to dial out with an incorrect cell phone, but not to dial in. To reset, From the app on your phone, under the settings, choose Reset Application. Go to the User Portal app on your desktop, pick the Mobile Tab From this tab, type in your number When you see the QR code screen, instead of capturing the code there, choose the "Link new phone number" arrow at the top left Enter your phone number again very carefully and double check it! Capture the new QR code This should reset your phone and your desktop NOTE: For a more detailed view of these steps -- with screen shots, refer to the CallThru FAQ. CALLTHRU PHONE SETTINGS & PREFERENCES There are two places to check and set your CallThru Settings and preferences: From your SmartPBX and/or User Portal application on your desktop (soon also on your mobile phone) Control the ringing and routing behavior of incoming calls, e.g. voicemails, etc. From your Android settings screen. Control permissions for the CallThru mobile app related to data access, for example if CallThru can access your Contacts, Microphone and Camera. Reset and/or re-couple your phone with your CallThru app. Below is an image of the main screen for preferences in the Android CallThru Application. NOTE: The preference settings are not yet implemented to synch. with our desktop PBX application. Please set all your preferences within SmartPBX or User Portal. Account Setup This shows the Username and Password as transcribed from the QR code you used during the install process. It is not recommended you change this manually. Usage This will be implemented shortly. In the interim this is captured in your desktop SmartPBX data. Reset Application Use this if you want to reset the application. It will delete all your data related to the app, including the associated phone number. If you are having trouble receiving incoming calls, it's possible the phone number you entered was not paired correctly with your phone. As noted below, this is a last effort to resolve this. ####
  23. Click on the link below to download a .pdf 2600Hz-Mobile-Overview_9Aug18.pdf
  24. Download a .pdf file using the link below Smart PBX Product Overview 2019-09-26.pdf
  25. Pick the link below to download the .pdf 2600Hz-DUO-Overview_26Sept19.pdf
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