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Download a .pdf file using the link below:
Porting Manager Product Overview 2019-09-26.pdf
Download a .pdf file using the link below:
Porting Manager Product Overview 2019-09-26.pdf
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2600HZ STEP GUIDE – CALL FLOW FEATURE CODES
Within the Call Flows App, you will find the Feature Code set up. We highly recommend you do not change the default feature codes, but in the event they conflict with your numbering scheme, or at the insistence of the customer, we understand the need can arise. Below is an explanation of how to change them, as well as the explanation of each code.
- Click into the Advanced Callflows App and select Feature Codes
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You will see 4 sections:
- Call Forwarding,
- Hot-Desking,
- Miscellaneous, and
- Parking.
All codes are automatically preceded by a “*” since the star is mandatory for a feature code. To disable any feature code from being used, simply uncheck the box to the right of the code.
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To change the code simply overwrite the existing number and click the Save button at the bottom of the page when finished.
- Call Forwarding
- Enable Call Forward – enables calls to be forwarded to another location
- Disable Call Forward – cancels any forwarding that has been set
- Toggle Call Forward – allows forwarding to be switched on or off to an extension or number
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Update Call Forward – updates the number for the forwarding
- Hot Desking (IDs must be configured in SmartPBX)
- Enable Hot Desking – allows calls to be brought to a device via the ID
- Disable Hot Desking – logs the user out of the device
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Toggle Hot Desking – allows hot desking to be turned on/off at one device
- Miscellaneous
- Check Voicemail – provides the option to designate the desired mailbox
- Check Voicemail (auto login) – if enabled, no password needs to be entered
- Direct to Voicemail – sends the call directly to the VM box
- Intercom – allows hands-free two-way communication (must be supported by the device)
- Privacy – blocks the outbound Caller ID
- Move
- Directed Ext Pickup
Parking
- Park and Retrieve – user provides “parking spot”
- Valet – “parking spot” is automatically assigned/provided
- Retrieve – pulls parked call to where you are
API Reference Docs
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2600HZ STEP GUIDE – BRANDING
Adding a logo and white-labeling your portal is done via the BRANDING application.
*Branding is done at the reseller level of your account.
General tab
Configuration
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From the General tab, in the Configuration section, enter a Domain name. This should be the string you would like your customers to use to get into their account. For Example: portal.mycompany.com
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Once you have entered the Domain Name, click Check DNS. A list of suggested sub-domains will be provided along with their purpose, record type and record data that can be used to set up your DNS records.
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Optionally, you can enter a Provisioner URL. This is what will be displayed at the top of the Provisioner app and can be helpful in a more user-friendly name.
NOTES:-
We we recommend completing this DNS Mapping setup prior to setting up any new accounts. This will ensure all accounts will use the white label path structures.
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For a detailed user guide showing and explaining this process please review the "Branding: Set up your White Label DNS" document, found under the Branding / User Resources category here.
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We we recommend completing this DNS Mapping setup prior to setting up any new accounts. This will ensure all accounts will use the white label path structures.
- The Realm Suffix is used to generate the account realms for your accounts using your white-labeled interface. This should be a prefix on your domain name, so in the example above, your realm suffix might be, s.voice.mydomain.com. This would also be your “wild card” in your DNS records.
- The Provisioner URL can be set as well to replace the API URL displayed on the Provisioner App. This can be populated with the suggested sub-domain for Provisioning as shown in the suggested DNS records
- Once this information has been entered, click Save Changes. Once saved, the Company Info and Brand Customization sections will appear on the General tab, and you will now see the Advanced tab as well.
Company Info
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The Company Info section is where you will enter information and links for your company.
- Be sure to uncheck the “Powered by 2600Hz” if you do not want this to appear at the bottom of the pages
Brand Customization
The Brand Customization section is where you will enter your logo and other visual representation of your company- Company Logo – *must be no larger than 192 px (w) x 62 px (h)
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Click Select a file, and choose your logo file to upload
- Favicon + Page Title – this is what your customers will see on their browser tab
- Click Select a file and choose the file for the Favicon to be used.
- Provide a page title. This title will be used in the Page Tab on your browser and can be accessed by Google Analytics.
- Login Page – this is the page your customers will be brought to upon entering the URL
- A custom welcome can be typed that will present under your logo.
- Choose your brand color – this color will occupy the right side of the page, complemented by black on the left
- Turn on the social media links you’d like to advertise, and post your link in the field
Using the settings shown above, your login screen would look something like below:
Advanced tab
On the Advanced tab, you will dictate the default for porting permissions, as well as the default for your Carrier Options.
NOTE: This tab will not display until you've entered a domain name and saved.Number Porting
Non-BYOC Resellers (Using 2600Hz Carriers)
- Your selection under Submitting Port Requests will depend upon whether or not you would like your customers to be able to submit their own port requests. If you do not wish to allow your customers to submit ports, select “I will request ports on behalf of customers”.
- In the Managing Port Requests section, select “My provider will manage port requests from my account”
BYOC Resellers (Bring Your Own Carriers) – you will work directly with your own Carriers.
- Select “I will request ports on behalf of customers” in the Submitting Port Requests section
- Select “I will manage port requests from my account”
Carrier Options
Here you can enable/disable options for carrier use, and set priority for each option.
Templates tab
On the Templates tab, you will find the email templates that can be sent out automatically on your behalf to your customers or to 2600Hz. Please be sure to review all templates to be sure the correct audience is being targeted.
- The template must be enabled in order to be used
- The recipient must be selected – original user, account admins or a specific email address can be selected/noted
Emails can be edited and then previewed. Be sure to click Save Changes when finished with the edits. This should be done for each email you wish to use, others should be disabled
Frequently Asked Questions
I do not see the Advanced Tab on my branding home screen
This tab does not display until you've entered your domain name and save. If it still doesn't display, exit the application and relaunch it.How do I create / edit a custom announcement that comes up when I log into an account?
This custom dialog box, or account welcome message is managed in the Accounts Manager app. Log into your main account and select the sub account to manage. At the top you will see a "Notes" tab, select that and enter your text in the WYSIWYG field.Related Articles
SmartPBX User Guide
Accounts Manager Wizard User Guide API Reference Docs
docs.2600hz.com
REST API Reference for Kazoo Crossbar API######
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From the General tab, in the Configuration section, enter a Domain name. This should be the string you would like your customers to use to get into their account. For Example: portal.mycompany.com
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Head's up!
A sneak peek at our new Account Manager Wizard is HERE!
2600HZ STEP GUIDE – ACCOUNTS MANAGER
Once you have logged in, follow these steps:
STEP 1
The Accounts Manager app shown below is the default when you log in until you identify a “default app”. If you do not land here upon logging in, you can click on the Apps icon identified here by the red circle and select it from the available icons.
STEP 2
Once in the app, click Add New Account.
STEP 3
The following screen will appear.
- Create an Account Name (i.e.; ABC Company)
- The Account Realm will auto generate upon saving the information.
- The Account Realm suffix should never be changed or edited! (See Overview)
- Select the correct time zone for your customer.
- If you would like to add an admin at this time, click “Add an admin to the account” (keep in mind this can also be done later) and go to Step 4.
- If you are not adding an admin at this time, click next and go to Step 5
STEP 4
- If you have selected to add an admin, the screen will update or extend to allow for that information.
Enter First Name, Last Name, email and contact phone number for your admin. You can autogenerate a password or create one manually. Click next.
STEP 5
On the Call Restrictions tab, select how many unlimited trunks you would like to allocate to this customer. This would be the number of concurrent calls your customer should need and this number will be part of your total trunks set at your reseller level. Trunks can be inbound, outbound or two-way and a combination can be used.
STEP 6
Call restrictions must also be set here, as well as credit balance additions and bypass.
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STEP 7
Click next to proceed to the next tag, which is Permissions.
STEP 8
In the Permissions tab, you are selecting which items your customer can access.
Keep in mind there may be items that you do not want your customer to be able to access. For example, if you are charging them for trunks, you may not want them to have the ability to add trunks without your knowledge.
STEP 9
Click Submit. You should now see your newly created customer in your list on the left on the Accounts Manager home page.
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2600HZ STEP GUIDE – CARRIER MANAGER
2600Hz has made carrier management easy by enabling you to add and store multiple carrier templates on the interface. Setup and deployment is extremely easy, requiring minimal time and effort. Select your outbound calling priority settings for each service. When setting up a carrier for your users, you can select the carrier options through prebuilt or your custom-built templates. Once you have added providers for outbound calling services, you can immediately begin prioritizing them.
Adding Carriers
Once you have purchased your IPs you can add a carrier to your account. Add a service provider from a prebuilt template or create a new one from scratch and customize settings based on your needs. You can even set rules for each carrier. Once added, the list of configured services providers will be listed in the interface.
Calling Properties
Select your outbound calling priority settings for each service. Once you have added providers for all of your outbound calling services, prioritize them via drag and drop in the interface. You can change users outbound calling priorities for services such as US Toll Emergency Dispacher, US DID, International, etc.
Import Numbers
Import numbers from specific carriers. Create a new import job by providing a job name, selecting the carrier, and adding the numbers you want imported for users. The user interface will check the status by determining whether the import has failed, is in progress, or is successful.
Carrier Templates
View, manage, add and delete Carrier templates on the fly as needed. Create your very own templates and make them available to your users. When setting up a carrier for your customers, select the carrier options through the prebuilt and your custom-built templates.
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2600HZ USER GUIDE – SMART PBX
What is Smart PBX?
The SmartPBX App combines the most common PBX functionality with a beautiful user interface. All services are controlled via API’s, allowing you to extend the App functionality as needed. Within the interface, create, manage and remove services for your users. You can quickly create new client accounts and specify what access you want to provide. Features such as individual fax-to-email boxes, call forwarding and hot-desking are easy to understand and implement.
SmartPBX Dashboard
The SmartPBX dashboard provides a comprehensive overview of your entire product offering. Within this dashboard, review the total users, devices and associated phone types, conference bridges, main numbers and conference numbers. Also view the total amount of spare numbers and assigned numbers.
NOTE: For a detailed look into the dashboard, go HERE.
Managing Numbers - Purchase, Port and Assign
Provide each user with their unique direct-dial phone and extension number. Assign a spare number within the Interface, or buy or port numbers and then assign the number. When a number is ported or purchased, it will populate the Spare Numbers tab. You can also set office hours strategy, office holidays, and select the way callers reach clients.
. NOTE: We have also created a video describing managing numbers!
You can find it hereNumbers in Use
This will give you a summary of the current numbers used by your account and who it is assigned to. The icons to the right of each name and number will show what settings have been enabled. You can view and edit these settings by selecting the gear to the far right.
Spare Numbers
This tab will display any numbers available for you to use that you have already purchased, but not yet assigned. You can assign these numbers when you set up a new user.To Purchase a Phone Number - Optional:
If you want to buy a number, you can select the "Buy" icon that is displayed when the Spare Numbers tab is selected.
Choose whether your number should be a toll-free or a Local number. Then you will see a dialog like below:
- 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 will need to assign a number to a user.
To Port a Phone Number - Optional:
You can also choose to Port an existing number you own to your new account.
NOTE:- This process can take up to two weeks, so make sure to give yourself time.
- The link will forward you to our Porting manager app. This steps you though every detail and provides a tracking system to monitor the port process. We strongly recommend you refer to our
Porting Manager App documentation for this. The steps below are only a quick overview of the process.
Adding Users
Once you have your list of numbers you can add users and assign both numbers and devices.Select the "Add User" button at the top, to get started.
For more details on the settings here, please refer to the companion STEP guide, HERE. NOTE: We have also created a video describing adding users! You can find it here
Assign Numbers to a User Already Added
If you have added users before you purchased your numbers, you can follow the steps below-
Within the “Users” tab, search for the user you want to add/update, and click on the “Phone Numbers” button for the specific user.
- Click on the “Add from Spare Numbers” button.
- Select what Spare Number you would like assigned to the user.
- Once you have chosen a spare number click “Add Selected Numbers.” This will link the number with the user in a few seconds.
Manage User Features
Manage what features your users can access. Turn on/ off and manage Caller ID, Call Forwarding, Hot Desking, Voicemails, Faxbox, Conference Bridge, Find Me, Follow Me, Music-On-Hold and Inbound Call Recording.To Access User Features
- On the “Users” tab of SmartPBX, just left of the dashboard.
- Within the “Users” tab, click on the “User Features” button for the specific user.
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This will show all available User Features, click on a specific feature and enable.
Create and Manage User Groups
Once you have created your users, you can begin creating user groups. This is extremely useful if you have users that work in the same department, such as a sales or marketing team. Stay organized by creating multiple groups, while simultaneously adding new users.- Click on the “User Groups” tab of SmartPBX, just left of the dashboard.
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Within the “User Groups” dashboard, click on the “Add Group” button.
- The interface has a handy drag and drop. Drag the available users over to selected users, create a name for your new group, and add a number and if possible an extension.
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Once you have created a User Group, it will be added to the list on the Groups home page.
From here you can manage the group name, members, extensions, phone numbers, and group features by selecting the name at the top of the column.
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Call Recording
This will toggle a call recording option to on.
NOTE: This call recording feature has time limits and is subject to privacy issues as the recording is saved to a local drive. It is recommended you instead use the Call Recording app. which when set up correctly, will save files in a secure external server, such as Amazon Web Services. Please contact your administrator for more information.
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Ringback
This defines the hold sound when a caller is parked in the ring group.
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Next Action
This allows you to set an alternate route for the caller if no-one picks up in the ring group.
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Allow Call-Forward
When enabled this will allow the group's users to press their device "Forward" button to forward a call from this ring group. If this is disabled, the command will be ignored.
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Caller ID Prepend
This feature enables custom "prepending" Caller ID notices for incoming calls. An example could be if a caller was from a foreign-speaking country, that country code could be set (all +34 numbers could be tagged as ESP for Spain, etc.)
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Call Recording
Main Number and Office Hours Management
Set up your own office Main Number within SmartPBX. Once you've added a number, set up an office hours strategy, set office holidays, manage incoming call handling, and even set a Main Conference Number.Create a Main Number
- Go to the dashboard in SmartPBX and click "Main Number."
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Click "Main Company Numbers" and add a spare number or buy numbers.
Create Office Hours Strategy
You have the option to set a 24 hours Open Office or Custom Office Hours. If you want to customize, set the times during the week that your office will be open. Save changes.
If you select Custom Hours, you will see the screen below.
You have four options for inputting your hours:- Add Hours Manually
- Select a Template
- Import a .csv file
NOTE: Please click HERE for a detailed overview of this process.
Set Office Holidays
The office holidays section allows you to enter your company holiday schedule. If you have holidays entered, you will be able to assign specific Incoming Call Handling paths that are specific for holidays.
- Click if you are closed on holidays and click the button "Add Holiday."
- Add a specific holiday date, select a date range or select an advanced function. Add dates and save changes.
Incoming Call Handling
This is where. you will set where incoming calls will be directed, and apply customized greetings to different extensions. NOTE: We have also created a video describing the steps below for helping you with these settings. You can find it. HERE
Click "Incoming Call Handling" and select how you would like to be reached during "Open Hours" and "After Hours."
NOTE: Below is an overview of a simple call handling setup. If you want to include additional conditions and routing options, such as added extensions and conditions for different languages or using different answering services based on incoming country codes, refer to our more advanced call handling document, "How to set up a Virtual Receptionist", here.Select whether you would like incoming calls to go straight to a Virtual Receptionist, a User and then a Virtual Receptionist, or a User and then a Voicemail Box.
- If using a Virtual Receptionist, add call routes to contact the appropriate department or person.
- If using a Voicemail, select what voicemail you would like to use.
- Note that extension 0 is automatically assigned to the main number voicemail.
- Step through these settings for each of the office hours windows if you want a different call pattern for each.
Select Main Conference Number. This must be assigned to use any of the conference features. Assign a dedicated number from your Spare numbers or purchase a new number.
Set a custom greeting. If you want a custom greeting as a welcome to your conferences, add it here.
-- Enable the greeting
-- Type in a greeting and Text To Speech will convert it.
Set your main Faxbox number
This should be dedicated number for your Office's Main Fax.
NOTE: If you select the Edit Faxbox setting, you can enter an email address for sending a notification when the main faxbox receives incoming documents. This is different than a "personal faxbox" which is defined and directed under each user feature.Provision Devices
With provisioning in SmartPBX, you can handle many devices from multiple manufactures. The UI comes pre-populated with supported manufacturers and devices. If you had purchased a device through a certified manufacturer, you can provision a supported device by entering the Mac address and creating a name. If you did not, you will have to perform a few additional steps. If you do not have a supported device, you will have to manually provision your device.
To Autoprovision a device:
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Click on the “Add Device” button within the “Devices” section of SmartPBX
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Select what type of device you would like to add. In this example, we will add a SIP phone.
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Select the logo of the manufacturer for the device (you may need to scroll or search to find yours)
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Select the model, which will be displayed along with a picture for easy identification. If you do not see your manufacturer or model, you will need to manually provision your device.
- At the bottom of the device model selection window, enter a device name and the MAC address. The MAC address is typically found on the back of your SIP device.
Auto-Provision Devices varies among manufacturers, so you need to go into the manufacturer's website to auto-provision each device. To do this, turn on your SIP device and enter the IP Address into your web browser.
Voicemail Boxes
Voicemail Boxes can be created and managed within the SmartPBX UI. Voicemail Boxes will be populated in the "Voicemail Boxes" tab once a new user is created. From there you have advanced options such as providing pins, greetings, and adding recipients.
NOTE: We have also created a video describing how to access your voicemail box. You can find it here
To access Voicemail Boxes
- Click on the “Voicemail Boxes” tab of SmartPBX, just left of the dashboard.
- Within the “Voicemail Boxes” dashboard, click on the “Add Voicemail Box” button.
- Fill out all the pertinent information in Basic Settings.
- Manage PIN, Auto-Login, Greetings, Instructions, Delete after Notification, Configurable via Menu via Advanced Settings and Add Recipients.
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 from the Voicemail Box menu option.- Select Voicemail Boxes.
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Find your name and number.
- Select the settings icon to the right.
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Select the Advanced Tab
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Select Announce-only mode
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SAVE !!!
Enabling Voicemail transcription
NEW! We have added a "Transcribe Voicemail" option. The transcriptions will be sent to the email associated with your user name. There are two ways to update this setting and turn it on (note there is an added charge of $0.05/minute for this feature as it requires significant storage and a transcription service)
. NOTE: We have also created a video describing the steps below! Find it HERE.
Option 1
From your user settings, under User / User Features / Voicemail box / Transcribe
Option 2
From your voicemail boxes menu, select Advanced and check "Transcribe Messages".
Feature Codes
Feature Codes allows you to map common system-wide features to use keys you're already familiar with. Feature codes include call parking, intercom, voicemail and more. These feature codes can be utilized by your device.
NOTE: In some cases, depending on your devices these feature codes may accept edits. This can be accessed by an administrator using the Callflows app.
Easy Call Logs
Diagnose call delivery problems with ease. Every call is tracked and every device that rings or that is attempted is shown. Call problems can also be reported with a single click.
If you need help understanding an issue with a call, you can select the icon under the Actions column. A log will be inserted into a text editor for you to add any details of the call you think is relevant (e.g. bad static, unexpected hang up, no audio, etc.)
This will give you data about the call you can send to our support team to help diagnose it. The call log might. look like this:
We recommend you save your edits, and then email that file to your support team.
Related Articles
SmartPBX Frequently Asked Questions (FAQs) Accounts Manager Wizard User Guide API Reference Docs
docs.2600hz.com
REST API Reference for Kazoo Crossbar APIdocs.2600hz.com
REST API Reference for Kazoo Crossbar API######
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You can download the newest Call Center User Guide here:
#####
Related Articles
SmartPBX Frequently Asked Questions (FAQs) Accounts Manager Wizard User Guide API Reference Docs
docs.2600hz.com
REST API Reference for Kazoo Crossbar APIdocs.2600hz.com
REST API Reference for Kazoo Crossbar API####
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Dynamic Caller ID FAQ
What is Dynamic Caller ID?
Dynamic Caller ID allows you to set unique rules that modify the caller ID display based on the outgoing phone number called. You can set rules that match a feature code, area code(s), or a more advanced set of variables using Regular Expression algorithm. Once set, each outgoing call that matches the pattern will display the designated caller ID. Other terms used for similar functionality include Caller ID masking, or when used unethically, Caller ID spoofing.
What are some examples of how I would use this?
Below are some common use cases for Dynamic Caller ID:
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Contact Services Companies
Contract services companies often work for several different organizations using a single bank of phone numbers. Using Caller ID, they can assign a feature code, or prefix to an outgoing call displaying it’s “from that Company A”, and a different prefix to an outgoing call that displays it’s “from Company B”. You can also define your ID based to match the area code you are calling.
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Individuals calling as a company representative
Individuals have used this feature to add a level of security and anonymity when using their mobile device. For example a caller can implement *555 and call a ride service showing the call is from from “Company X” instead of from “Person X”.
What numbers can I use as dynamic numbers?
When entering a number as your dynamic display, you will be shown your list of assigned, unassigned, and unused numbers. You can map any of these numbers to your rule. Note, you can not enter a unique number, the number must be owned by you. This is a legal stipulation.
Can I add text to the number, or just the number as an ID?
You have the option to add text to the assigned number, for example 111-22-3333 using feature code *888 could show it is from “Company A” in text.
Are there rules about what I can assign as a feature code #?
We typically recommend you use a 3-digit number for feature codes. This assures your code does not conflict with the phone system’s standard feature codes, as they will override your dynamic caller ID setting.
What is a Regular Expression and why would I use it?
A Regular Expression code (RegEx) uses a descriptive language for pattern matching a set of numbers. Advanced users may implement this to create a string of variables they want to match for outgoing calls, beyond a simple 1-rule notation. For example, if a number used 222 as an area code AND the first digit following was 9, then using a RegEx code to express this may be useful. For help creating a RegEx code, you can refer to www.regex101.com, or www.regular-expressions.info.
How can I test a RegEx to see if it is working?
When you enter a RegEx code in the Dynamic Caller ID field, enter an outgoing call number in the Simulate field. The app will test the code against your available numbers and give you a green or red response.
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Contact Services Companies
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CSV Onboarding is a tool that allows you to enter an exported list (.csv file) of users and 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.
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To download a .pdf, click the link at the bottom of this page.
2600HZ STEP GUIDE – ZAPIER
What is Zapier?
Zapier is an online service which easily allows you to automate your work. Using Zapier and KAZOO together gives you enormous power to have KAZOO “talk” with other online applications such as Outlook, QuickBooks, Salesforce, Zendesk and Slack.
Before you Start
- Get familiar with Zapier and check to see if your company has a Zapier account.
- If so, have your Zapier account number available.
Quick Steps
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Go to www.zapier.com and sign up for a Zapier account. It is free. If you already have an account you can skip this step.
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Contact support@2600hz.com. Include your Zapier account information when you contact us. Once we share the KAZOO App with you, you’ll receive an email with the subject “New Invitation to KAZOO” and the following body. Click on the link and you should see the image below.
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After you've accepted the invitation from 2600Hz, you'll be prompted to "Accept Invite & Build a Zap". For your first Zap you’ll be asked to enter your KAZOO credentials; Zapier will save these for future use.
You'll also notice that KAZOO now shows up in the list of apps in Zapier when creating new Zaps.
To download a .pdf click the link below:
2600Hz Zapier Step Guide 08-06-2019.pdf
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To download a .pdf, go to the link at the bottom of this page.
2600HZ STEP GUIDE –DUO INTEGRATION
What is This?
The Duo Integration application provides an added layer of security called two-factor authentication to the KAZOO platform. The service is assigned within the KAZOO Authentication application, and both must be enabled to work together. Once the setup is complete users will be required to enter a second identity verification code either by a push notification process or by entering a code sent via a text. This is considered a best practice to protect against phishing, social engineering and other malicious attempts to access weak or stolen credentials.
Before you Start
- Contact your system administrator to set up a Duo account (the core system sign-up is free).
- In Duo, under Applications, pick Protect an Application and select Web SDK. You’ll need the credentials provided here to enter into the KAZOO Duo integration screen.
- In Duo, define group and application policies that apply to your company’s standards.
- Verify the devices you want to use for authorization are connected to the internet and can receive push notifications.
Quick Steps
- Launch the Duo Integration application and go to the Settings tab.
- Create a unique name for this configuration.
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Enter credentials from duo.com settings provided under the Web SDK Details. You will need to enter these fields:
a. Integration Key b. Secret Key c. API Hostname - Enter an Application Secret key. This can be a key you create (it should be at least 40 characters long) or you can click on the Generate New button and use the automated result.
- Check that handsets can receive SMS/Push notifications.
- Review the Failure Logs tab – this will report any failed attempts to log in.
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Once this is configured you will need to enable 2-factor authentication in the KAZOO Authentication app and set Duo as the provider.
Click the link below to download the .pdf file:
2600Hz Quick Start Duo Security Authentication 08-08-2019w2.pdf
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2600HZ STEP GUIDE – PORTING
When porting a number, you are using the portal to deal directly with the carriers. The process is noted below. Please pay attention to the notes, as these can be important in completing a successful port and can all be the cause of rejections from the carriers.
Checklist for Porting – What you’ll need
- Completed / recently updated Branding Configuration app. in KAZOO
- A list of numbers you want to port – 800 numbers should be a separate list
- A .pdf copy of your recent bill dated within 15-20 days (required by the carrier)
- A .pdf copy of your LOA (Letter of Authorization) for your current carrier, MUST be within 30 days of your request (preferably 15 days of your request to allow for delays).
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Syntax to use for Company Name, especially if you have distributed offices.
(for example, ABC Company - Philadelphia, ABC Company - Denver)
Overview of Steps
Getting Started: Entering your Request to port Phone Numbers
When porting a number, you are using the portal to deal directly with the carriers. The process is noted below. Please pay attention to the notes, as these can be important in completing a successful port and can all be the cause of rejections from the carriers.- Review / Complete the Porting Checklist above
- Launch the Porting Manager Application
At the top, you will see 3 tabs to navigate for checking the status of your ports
- Suspended – Saved (to continue later) or rejected ports
- Progressing – In progress with the Carrier
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Completed -- Canceled or successful ports
3. Request New Port.
4. Enter Name of the port request
Next you will be asked to name the port request. This might be the name of your customer, or some other reference to the port that will be a reference point for you (or 2600Hz if you need assistance). You will also need to designate whether this port will be all local number or all toll-free numbers.
NOTE: Local and toll-free numbers CAN NOT appear on the same port request – separate requests must be completed.
5. Attach current bill showing ownership
You will be required to provide a bill that the number is attached to in order to prove ownership. Attach the bill, and click the box to verify that the date is within 30 days.NOTE:
- The bill must be dated within 30 days preceding the port request, at the time the carriers process. Submitting a bill dated 28 or 29 days prior, may cause a rejection – please allow time for processing.
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The bill also must be in PDF format and cannot exceed 5mb.
6. Enter Account Information
Once you click the verification box, additional fields will appear below, as well as a visual of the attached bill. The fields include the losing carrier (this should be the bill from that carrier), the Account name EXACTLY as it appears on the bill, and the Service Address.Account Names cannot exceed 25 characters which includes spaces. This is our carrier’s max limit. If the account name exceeds 25 characters, input the 1st 25 and after they submit, add a comment to the order indicating the full account name in case it rejects. These types of rejections require our carrier to make manual changes to the order on their end. 2600Hz
will contact the carrier asking them to make the changes.NOTE: If the information you are providing to the fields does not EXACTLY match the bill, this can cause a rejection. Some carriers will reject for missing or added punctuation or even a space!
Some carriers also use an Account Number or PIN which should be typed into the appropriate field – if none are provided, leave these blank. You will also need to populate the BTN, or BillingTelephone Number, in the last field.
7. Select Numbers to Port
Next, you will be asked to list the numbers you wish to port, and then click Add Numbers to “add” them to the port. You can port a maximum of 100 numbers in one request.
NOTE: Make sure to double and triple-check the numbers you enter! Solving fat finger mistakes on the numbers is close to impossible.
If you are trying to port the BTN (Billing TelephoneNumber), the system will immediately recognize it and flag as shown here:
IS THIS A FULL PORT OR A PARTIAL PORT?
If you are porting all numbers from the account, click Full Account Port
If you are only doing a partial port (meaning not all of the numbers), select Portion of Numbers. If your partial port includes the BTN from this account, you will need to note a new BTN from the numbers that will remain with the losing carrier.You can save and continue later (you will find this order under “Suspended” when you come back in to complete) or Next – LOA Form to add the Letter of Authorization to the request.
8. Review your List of Numbers!
NOTE: Be sure to double check that all of the information in the document matches what is on the bill, and to double check the phone numbers to be sure they are correct. An incorrect number, or typo, can cause the entire port to be rejected!
9. Submit your Letter of Authorization
Next, you’ll need to provide an LOA (Letter of Authorization). This confirms you are both eligible to authorize the cancelation of your old account and the start of your new account with 2600hz.To do this, follow the steps from this dialog box. It includes downloading our form, filling it out, signing the form and uploading it back to this application.
NOTE: Your LOA MUST be uploaded in PDF format.
10. Enter preferred porting date and contact information
The last piece before the review is to let the carriers know who to notify of the changes and to request a porting date.
NOTE: Your requested date is not guaranteed – the porting date is not confirmed until you received your FOC date, or Final Order Confirmation date.
11. Save or Suspend your request if you're not ready
NOTE: You can choose to “save” or “suspend” your application if you want a second pair of eyes to review this. Look for a button like this, available on most screens. Once saved, the request will display on your Porting home screen and provide the option to Resume. It will then restore the data you entered.
12. REVIEW REVIEW REVIEW
The final step is the review.
Be sure to double check the information provided, and you must check the boxes on the right, stating your agreement, before being able to submit the port. Once the boxes are checked, you can submit your port. You will see this confirmation and agreement. You will need to check all boxes.
13. What to expect next
Once submitted, you should see a screen like the one below. Please submit any questions in the Message block as shown. This is the channel for support for this process.
You will be notified by email:- A confirmation of the date you have requested, or alternate date proposed
- When the porting process is complete.
You can also track the progress by clicking on the Progress tab in our application.
Related Articles
Porting Manager FAQ and Training Webinar Bulk importing Names and Numbers using CSV export files Managing Phone Numbers - User Guide Branding Manager User Guide API Reference Docs
docs.2600hz.com
REST API Reference for Kazoo Crossbar APIdocs.2600hz.com
REST API Reference for Kazoo Crossbar API#######
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1. What is the Porting Manager for?
Congratulations, you are about to start on a great new communications experience! The Porting manager is the first step to transferring your existing phone numbers to the 2600hz ecosystem and to manage the progress of your port orders. You will submit a formal request to our carrier(s) to move your numbers and billing, and you will register your numbers with 2600hz. Note the transfer process can take up to 30 days, so make sure to give yourself enough time.
2. How do I access the Porting Manager?
Go to Your Apps and click on Port Manager icon. If you don’t see it, go to the App Exchange and turned on.
3. What is the branding manager application, where do I find it?
The branding application is typically part of your original setup. It allows you to personalize your Kazoo implementation using your brand colors, logo, domain etc. It can be turned on in the App Exchange and/or found in your Apps list. Choose the Branding icon and step through its setup. There are several documents related to your branding process here.
4. Why do I need to reset my branding page before porting my numbers?
If you customized your porting template(s) before a more recent branding app enhancement was released, it’s possible some of the new features and calls to its parameters need to be realigned. A common indicator that you need to update (reset to default then add customizations again) is if you receive a comment email that doesn’t include the message.
5. While porting my numbers I sent a comment in the comment field to 2600hz. The copy I received in email showed a blank page. How do I solve this?
This is likely because your branding template uses an earlier set of parameters and is not mapping to some of the newer features correctly. To solve this, go to the branding application’s template section. Go to the Port Comment template, open, select the double cog/wheel icon and choose ‘force system defaults’ once complete, add your customizations.
6. How do I set up numbers for different office locations?
To keep track of different office locations within a single account, we recommend deciding on a naming convention that reflects this. For example:
- ABC Company – San Francisco
- ABC Company – Denver
- ABC Company – New York
7. How do I include international offices / phone #s?
International port requests will need to be submitted manually by 2600hz, as they have unique requirements. Please send a support request to support@2600hz.com. Include the account the port order is for and attach an LOA and bill copy dated within the last 30 days.
8. When can I cancel my old account?
It’s best to wait until you’ve received verification of the port. If you cancel early there’s a risk you will lose your number and not be able to recover it.
9. I just received a bill from my previous carrier, why?
There are a few reasons you may still be receiving a bill from your previous carrier:
- You may have ported only a partial list of your numbers. Check to see if the bill amount has been adjusted to match the current list.
- Their billing cycle may have been set to before you received confirmation of the changes and requested cancellation. We recommend you wait until confirmation, there may be some overlap.
10. I requested a date of June 1 for a changeover and have not received any confirmation.
The date you request during the porting process is the Target Date. Once your request is received, the losing carrier will review the information and send a Final Order Confirmation date. While 2600hz makes every effort to honor your requested date, there are times when unforeseen events happen that can cause a delay. Please review the process and make sure you’ve completed it correctly. Some of the more common reasons for a delay are below
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Submitted information on carrier billing doesn’t match carrier’s information
- Account Number
- Account/Business Name
- Service Address
- Billing Telephone Number (BTN)
- Authorized End User
- Submitted numbers don’t match customer’s numbers, often due to a typo
- Recent copy of bill from existing carrier is older than 30 days
- Copy of Letter of Authorization was not signed/dated, incomplete or is older than 30 days
11. Who do I contact about status in the porting process?
- Check the “Progress” tab in the application for any notes or updates
- Contact your current carrier to see if they have processed/approved the porting from their end.
- If you have any questions while submitting a request, use the comments field in the last step of the porting submission.
12. If I need to save my port to submit at a later time, can I do this? Or do I need to start over later?
Yes, you can save it once you get as far as the numbers screens. Simply click the Save & Continue Later button. When you go back in to complete the port, you will find it in you Suspended tab as shown below.
13. How will I know if my port has been rejected?Rejected ports can be seen in the Completed tab, as show below. The port will show as Canceled, and if you click on it, it will expand the request showing the rejection reason.
14. Which carriers are being used for automation?
Currently, Bandwidth is the only carrier being used for Automated Porting. There is no ETA on the others.
15. Should I still submit tickets for porting?
No, tickets should no longer be submitted for porting. Porting is now directly between you and the Carrier in order to remove the middleman (Support). Your support team will still be available to assist in the event of a problem.
16. What format do I need to use for my LOA and the copy of the bill?
The LOA and the bill MUST be in PDF format. This is a carrier requirement, not 2600Hz.
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What is this?
Dynamic Caller ID allows you to set unique rules that modify the caller ID display based on the outgoing phone number called. You can set rules that match a feature code, area code(s), or a more advanced set of variables using Regular Expression algorithm. Once set, each outgoing call that matches the pattern can display a unique and customized caller.
Before you start
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Inventory your available phone #s use for settings.
Note you must own the number you use in order for the Caller ID setting to be active. - List of Caller ID rules and phone #s you want to use.
- List of Feature Codes already activated in Smart PBX (e.g. *72 to enable call forwarding) so your new codes don’t conflict. Dynamic Caller ID supports 3-digit codes.
Quick Steps
- From your Kazoo home page, choose the Caller ID icon above.
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Choose Create Rule.
- Enter a name to define the rule.
- Select a number from your list of available numbers to show as the “virtual ID”
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Define details of the rule, and when to trigger its use. Options are
-- Match by feature code – 3-digit feature codes are recommended
-- Match by area code
-- Use Regular Expression (RegEx). This is a customized coding option for advanced users to capture a sequence of characters or numbers (for example including multiple Area Codes) using a RegEx algorithm supplied by you. The simulator button will test the RegEx.
6. Review, Edit, and Save your Rule
You will see a listing of your rules at your landing page, where you can turn it on or off, edit, or delete each rule individually.
Click on the link below to download a .pdf
2600Hz Quick Start Dynamic Caller ID 08-06-2019.pdf
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Inventory your available phone #s use for settings.
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What is the Authentication app?
The KAZOO Authentication app provides added security and audit control for administrators. Its settings enable Multi-Factor Authentication services for user logins and activate audit activity for both logins and API key calls within KAZOO. Currently we support Duo’s 2-factor login service; additional services may be available in future updates. The audit log helps developers monitor both login and API connection activity as a way to troubleshoot unexpected events.
What Authentication Services do you support?
In the current release, the Authentication app supports only the Duo Two-Factor Authentication service. We will be adding other services (such as Google) in future releases.
Do I need to install this app before I activate Duo?
This application provides the settings to enable Duo. You will need to install both Authentication and the Duo app to activate the supported 2-Factor Authentication.
Can I have more than one Authentication service loaded under this app?
Yes, you can load more than one service within a single instance of the Authentication app, however only one service can be used at a time for each active sub-account.
Could I use my own OAUTH/SSO server for Kazoo authentication and authorization?
Yes, you can use your own server for the Authentication and Authorization.
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To download a .pdf, go to the link at the bottom of this page.
STEP GUIDE – AUTHENTICATION
2600Hz STEP GUIDE – Authentication
What is This?
The KAZOO Authentication app enables administrators to configure a secure Multi-Factor Authentication login service and to audit its activity. Currently we support Duo’s 2-factor login service; additional services may be available in future updates. The audit log helps developers monitor both login and API connection activity as a way to troubleshoot unexpected events.
Before you Start
- Set up your Duo account at www.duo.com. It is free!
- Set up your Duo credentials in the Duo application in KAZOO.
- Download the Duo Mobile application to any devices you wish to use the option to “enter a code” for security.
Quick Steps
- Open the Authentication app in KAZOO. If it isn’t visible, enable it in the App Exchange.
- The User Authentication tab should be open; if not click it at the top left of the screen.
- Under settings, set Authentication to On.
- Turn on any successful / failure log settings you want to track.
- Under Multi-Factor Authentication, disable “Inherit Parent Settings” using the toggle.
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Pick “Choose Multi-Factor Configuration” and select a Duo Project name as the provider.
NOTE: If no configurations are available or the correct Duo configuration is not showing as an option, you will need to check your settings in the Duo app. - Slide the MFA Enabled button to on.
- Choose if you want to provide 2-factor for sub-accounts.
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Save your Settings.
NOTE: Developers may consider additional settings for their custom applications, including setting a shorter expiration window for live API keys and for troubleshooting.
2600Hz Quick Start GUIDE –authentication examples
Authentication Login
This is what the login screen might look like when Authentication is enabled using Duo.
Three methods of Authentication as implemented with DUO
There are three different actions you can request to authenticate your login:
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Respond to a push notification
This is an SMS text message sent directly to your mobile phone number.
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Enter a 6 digit code provided in the Duo Mobile app on your device.
If you have Duo Mobile on your device already, the code will be sent to the application.
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Receive a phone call with the 6-digit code
Push Notification 6 digit code
. Push Notification 6-digit code
2600Hz Quick Start Authentication 08-08-2019.pdf
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Product Overview
Resellers are often forced to market services under another company’s brand – not at 2600Hz! With the help of the 2600Hz Branding Manager app, you’ll be able to quickly white- label our solution and replace it with your own unique branding.Your customers will recognize your name for the great services they receive, which ultimately boosts your reputation, retains current customers and attracts new ones.
Additionally, Branding Manager aims to give you the power and control over user visibility of emails, URLs, images, etc. to create a truly customized experience.
You can take advantage of features such as personalized logo/brand, customized email templates, and DNS configuration to help establish your own brand sleekly and conveniently.
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About Call Center Pro
What is Call Center and Call Center Pro?
Call Center and Call Center Pro are applications that help administrators manage incoming calls and direct them to the most appropriate person in the company. This service is also referred to Contact Center.
Call Center allows agents and managers to create different call queues to define the customer experience when calling a number. Settings include how and where the call is routed, what happens when the call is on hold and what agents are assigned to different call extensions. There is limited management auditing and control with the basic Call Center app.
Call Center Pro provides advanced call management settings and reporting features. These include the ability to add and delete agents, to customize routing strategies based on your agent team skills, define advanced hold options, and prioritize, audit and manage multiple queues.
What is the difference between Call Center and Call Center Pro?
Please review the table showing the added commands in Call Center Pro, here.
How do I upgrade from Call Center?
- Contact your representative and they will work with you to enter the upgrade request.
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NOTES:
- When you upgrade to Call Center Pro you will need to recreate your queues. Make sure to download or save your queue information for Call Center Basic before you start your upgrade.
When I upgrade, does Call Center Pro import my existing data from Call Center?
No. You will need to recreate your queues.
Is there a tutorial to help me get started with Call Center and/or Call Center Pro?
Yes! Please go to the User Guide section on our website. You will see a STEP guide that focuses on:
- Creating and Managing Queues
- Managing members in your Call Center Queue
- Performance Indicators
- Permissions matrix for administrators, users, and managers
We will be updating this and adding new documents as needed.
Getting Started: Creating a Queue
Is there a guide to help me set up my first queue?
There is a STEP guide available to walk you through creating your first queue, here.
NOTE, only administrators and managers can create, save, and edit a new queue.How do I edit an existing queue?
If you have manager or administrator permission status, you can click on a queue (managers can only edit queues they are managers for). To edit, select the gear at the top right of the screen, then click Edit Queue settings.
General Queue Settings
Can I adjust the settings so a caller can “Press 0 to leave a message?”
Yes, this is a feature of CCPro. First, enable the “O out of waiting” option in the General Settings configuration screen. Then configure a “child” callfow for that action to send a caller to voicemail.
Once this configuration is enabled, callers can enter DTMF 0 to exit out of the queue to the specified callflow destination. Calls can be routed to the following Destinations:
- Device
- User
- VM BOX
- Directory
- Group (Smart PBX Configuration)
What is Display Agents to others/Agents?
This is a feature in Pro where Agents can review the status of other agents in the queue. This helps the team understand the activity of other agents and help them adjust their status. For example, if an agent sees other agents set to away (for lunch for example) the agent may need to stay Ready until one of the agents returns.
What is the difference between the Status option at the top right and the queue status button to the right of each queue listing?
The status button to the top right of your window describes your global status. This will be recognized by any and all queues you are a member of. The status button to the right of each queue list you see gives you the ability to be active or paused in that specific queue. This is a way to direct an agent to specific queues that may need more attention, and to "pause" attention to a less busy queue: an agent can be globally "Active", and also define which queues to be active for. See the chart below to follow the settings and results:
In the list of queues, some queues show the option to activate or pause the queue and others do not. What is the difference?
If you are seeing some queues that do not show the button for activating it, this is because you have a manager or admin status within Call Center Pro, but are not a member of that specific queue. You can view it and see its activity, but to manage settings for any queue specifically you must be a member as well as an admin.
My window is showing "longest wait" for queue A as 20 seconds, and my colleague's window shows the "longest wait" for queue A as 3 minutes. Why are they different?
The "longest wait" value shown in the queue bar is calculated based on each agent's individual session. If your colleague has been in the queue for a different timeframe the values will be different.
If an agent is logged in and active on multiple call queues that are set to round-robin strategy, does it interweave the customers on wait across all logged-in/active call queues?
For instance, this sequence of activity:- Agent 1 logs into queues A, B, and C
- customer 1 calls queue A
- customer 2 calls queue B
- customer 3 calls queue A
- customer 4 calls queue C
Will that order of customers be maintained when delivered to agents? Or is it a free-for-all across call queues?
The queues are independent of each other, so while queue order is guaranteed within a specific queue, if there are multiple queues trying to reach the same agent it will be random based on whenever the lookup happens to see if the agent is available.
Is there a way to have agents part of multiple queues, but only log into a queue?
e.g. work queue 1 today, work queue 2 tomorrowYes, in Call Center Pro an agent can choose what individual queues to be active in, and pause the other queues.
Routing Strategy
What does the routing strategy do?
This allows a manager to define how calls are distributed as they come into the queue.
What are the new routing strategy features in Call Center Pro?
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The first four options in the Routing Strategy configuration are the same as for Call Center Basic: Most Idle, Least Calls Handled, Least Offers Made, and Round Robin.
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The new features in Call Center Pro are related to Skill Based routing settings. A manager can assign skills to each agent and then set incoming call choices to match these skills. Common examples include support for foreign language speakers, topic-specific experts, hardware v. software specialists, or assigning unique clients priority to agents trained for their market. The two settings support “Strict” or “Loose” associations with the skill, which trigger the following:
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Strict-based Skill
This will send a call only to an agent that matches the skill defined. If there are no available agents with the (Spanish speaking or API implementations, for example) skill(s), then the call will be escalated. -
Loose-based Skill
This will try send a call to an agent that matches the skill defined. If there are no available agents with the (Spanish speaking for example) skill, then the call will go to the next available agent.
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How do I set up an IVR to use with skill-based queue settings?
Using an IVR setting in Smart PBX is typically a different strategy than using a skill-based routing in a call center.
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If you have assigned an IVR routing system for your incoming 800 number (for example, "press 2 for Spanish"), it is recommended you create a separate queue using that extension for your Spanish speaking agents, instead of adding a skill-based tag for Spanish speaking agents. This allows the caller to make a choice instead of Call Center automatically choosing based on a phone area code.
- Where a skill-based tag in Call Center Pro may make sense is if the incoming call is from a native Spanish-speaking country code. A loose skill setting for Spanish speakers using the country code would automatically send the call to a Spanish-speaking agent if available.
Hold Treatment
What Hold Treatment options do I have?
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Call Center Basic provides a single option for callers on hold: to apply a single audio or music file. To support more than one hold message you will need to set up more than one queue.
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Call Center Pro has added 3 new action options. Managers can set the order of the actions, create more than one media file, and finally create a loop that cycles the actions during hold. The actions are:
- Announce caller’s position in the queue
- Announce an estimated wait time
- Insert a pause and define how long it will be (in seconds)
- Add on or more media file
For details on how to set these up, refer to the STEP guide on creating queues.
How does this hold treatment differ from the setting in SmartPBX?
The hold settings in Call Center Pro define what the caller hears while in each queue. The Hold Music setting in Smart PBX defines what the caller hears when calling a specific agent's extension or account line that is not associated with or forwarded to a queue.
Will I have the ability to announce to the caller the position they are in the queue?
Call Center Pro offers new “Hold Treatment” settings. Here you can assign Announce Position as one of four options (the others are “Announce Wait”, “Pause”, or “Play Media File”. Note you can include this as one element in a string of options for your queue.
Will I have the ability to announce estimated wait time to the caller in the queue?
Yes. This is one of the new features in Call Center Pro. In the “Hold Treatment” settings you can assign Announce Wait” as one of four options (the others are “Announce Position”, “Pause”, or “Play Media File”. The estimated time is calculated as an average duration of the last 5 calls.
NOTE: You can include this as one element in a string of options for your queue, and set it as a loop. The estimated time will be updated each time the action occurs.Can I choose an online URL (e.g. Pandora, Spotify or Jango as my media file?
Yes, you can type in a URL. It is important however you are able to set it up so it plays 24/7 without a re-login interruption. This can break the loop and result in no hold sound.
Do these hold settings override the setting for Music-on-Hold on the SmartPBX dashboard?
Yes
Is there any way to have the hold music start in the middle of the file at different points randomly?
Currently you can use a shoutcast server. It provides looping and longer media runs. One of our community members offers this service; it may be part of our app. exchange.
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Use this link from your browser
http://live.emusiconhold.com -
Use this link for testing in your Monster app.
shout://live.emusiconhold.com
Agent Behavior
What are considerations for setting for Agent Connect Timeout?
This setting will set the number of rings to be offered within that window to each agent before it is moved to another agent, or to the next step in the callflow.
As a guide, consider 20 sec = 4-5 rings.
If I set the Record all calls on, where are these recorded and saved, and for how long?
To set up call recording you need to
- Enable the Call Recording app
- Configure google drive connector
These recordings are available for viewed/downloaded in the call recording app.
NOTE: By default the maximum recording time is 1 hr.What is recovery time under Agent Behavior?
Agent Recovery time is a setting that defines a buffer for the agent once he/she has completed a call. This is designed to allow the agent to enter follow up notes about the call in a log, and/or to review the call with another agent or manager. The agent will not be offered a call until this time is complete.
- Agent Recovery Time asks for a value in seconds for how long this should be active.
- Allow Recovery Time Extension If this is toggled to "on", the agent has the ability to extend the recovery time from a call. This option will appear in the call details drawer
- Allow Multiple Recovery Time Extensions -- By toggling this on the agent can extend recovery time multiple times. There is no maximum setting.
Why don’t either the abandon call or missed call counts for the queue match the counts of all the individual agents? They have significantly more in the agent cards next to the “X” as compared to the queue counts.
Agent(specific to the agent) and Queue (Global) Missed Calls track differently:
Queue Level Missed Calls- A call is considered a missed call when the call times out of the queue for any reason. This includes if a call enters the queue and that call reaches Call limit (Queue Configuration). Abandon calls are not considered a missed call.
Agent Level Missed Calls
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The missed call is based on the Queue Agent Behavior: Agent Connection Timeout. If the connection timeout is set to 20 seconds, and if the agent does not answer the offered call within the 20 seconds, it is considered a missed call and the count will increment by 1.
- This also tracks calls that were offered but was not answered by the agent. Each time a call is offered to an agent and the agent does not answer, the call is considered missed and the count will increment. If a call rings the agent again, the count will increase if the agent does not answer the call.
Member Assignment
How do I assign members to a specific queue?
While it is an optional step during your original setup, you will need at least one agent or manager in the queue before you can use it.
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At the Add Members screen you will see the list of members you added to the Call Center app. during your initial setup. It will also show how many queues that person is already assigned to so you can make sure you don’t over-assign one person.
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Find the name, and assign whether that person should be Agent or a Manager for this particular queue. Then pick the green button, “add to queue.” The list will display whether the person is Agent or Manager. This can be different for each queue.
Are all system users automatically members of a queue?
No. With each queue setup you must add the members you want associated with that queue. This is part of the original queue setup; you will be able to choose who you want to add from a drop-down menu.
Review and Confirm
How do I edit the review screen?
Click on the pencil edit icon next to each section you want to edit.
Can I save these settings?
The settings are automatically saved. By clicking the icons on the upper right of this screen you can either download a .csv file or print them out for future references. A “save settings” feature is being considered for a future release.
Can I save multiple queues?
YES! This is handy if you want different behavior depending on the time of day or season, or assign different members and behaviors to unique phone numbers or extensions. An example would be to use one queue for sales, another for support, and a third for calls to your main number. This is often how administrators manage IVR routing options set in SmartPBX -- each option is sent to a unique queue. You can also edit one component of an existing queue, to change out a music set for example.
Can I test my queue before I “go live?” and/or save it as a draft?
We recommend you set up your queue with an un-used extension for testing, then change the extension when you make your final adjustments.
Activity Log
What does the activity log show?
The activity log looks different if you are an agent or a manager.
- To agents it shows the calls in your queue and their status. If an agent has been given permission for "agent to agent" you will also see the status of additional agents in the queue.
- Managers will see a detailed view of all agents in the queue and their current status. Managers can also view an Activity log showing a detailed list of all call actions including the caller number and time on call.
Note – Once you close your window or log out the activity log is refreshed. A new log will generate when start your next activity session. You can downloaded and/or print to log to keep a permanent record.
What added permissions does a manager have?
A manager lens is to get an overview of how the queue performs. Managers can view each queue in its entirety, with all agents listed and see how they address calls both individually and a group. This gives them some basic reporting tools to help understand the dynamics of the group and work to increase its productivity. In particular a manager can:
- Add / Remove members from a queue
- Ability to "bump (a call) to next in queue"
- Define skills for agents and set the preferred incoming call behavior based on skills (using strict or loose variables)
- Audit and in some cases join an agent’s calls
What added permissions does an Administrator have?
Only an administrator can create or delete a queue, and review all queues in Call Center Pro, whether assigned to the actual queue or not.
What determines a Missed Call?
Missed Calls are calls that were offered but was not answered by the agent. Each time a call is offered to an agent and the gent does not answer, the call is considered missed and the count will increment. If a call rings the agent again, the count will increase if the agent does not answer the call.
What determines an Abandoned Call?
A call is considered an abandoned call when an event happens that is not related to an agent's action, for example
- The call disconnects.
- The caller hung up the call while waiting in the queue.
- The caller pressed 0 for added options (voicemail, etc.). This only available if the "Zero Out" configuration is configured in the queue settings.
What is the difference between eavesdrop, whisper, and barge options for managers?
These settings provide a way for managers to audit how members are navigating calls and gives them an opportunity to provide support and additional training if needed.
Note: managers must enable the Eavesdrop option first from the call; this will trigger a pop-up box that provides options to Whisper and Barge.-
Eavesdrop
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Allows a manager to silently listen in on a call.
Note, only one manager can eavesdrop a call at at time
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Allows a manager to silently listen in on a call.
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Whisper
- Allows a manager who is eavesdropping to also “whisper” suggestions and/or added information to the agent during the call. Only the agent can hear the manager, the caller does not.
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Barge
- Allows a manager to join the call as a backup/support person. This is often used for new employees in training.
Performance and Reporting Options
What does the performance icon track?
The performance icon at the left of your main screen prompts a display showing a summary of your activity. Agents can view their activity within a queue for the current session; managers and administrators can view all agents' activity within the queue.
What is the "Current Session" value as shown in the duration field for performance?
The Current Session reflects the most recent increment when an agent has logged in. If an agent logs out and then returns to the queue the agent details will reset.
My agent call handling number doesn't match the main queue dashboard call numbers even when I'm the only one active in the queue. Why?
The agent call handling bar includes calls from all the queues an agent is active in, whereas the queue dashboard only displays calls in the specific queue. If both queues are active and the numbers likely will not match.
How are Missed calls and Abandoned calls tracked in the dashboard?
There are two different levels of dashboards, and also two different methods for accounting for Missed and Abandoned calls.
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At the queue level, any call offered to an agent (agent rejects, agent misses or doesn’t answer before ring timeout) is considered a missed call, and counts on the agent stat level. Abandoned calls are displayed separately.
- At the agent level, e.g. the bar showing productivity of a specific agent listed within a queue, both abandoned calls and missed calls are included as part of the "missed" proportion of the red bar. Further analysis on the proportion of this number that is abandoned and not in the agent's control is available in the activity log.
Can I save this data?
Yes, you can either download this data as a .csv file to import into a more robust analytical tool, or print it out for your records.
Is there a way to import this data to other programs, such as Xarios?
Some of our partners who are experts in providing analytics for call centers have developed import routines to their software. Please check the App Exchange more information.
Where can I access information about the APIs for CCPro?
Here are some links to get you started.
queues:
https://docs.2600hz.com/dev/applications/crossbar/doc/queues/#list-queues-statsagents
https://docs.2600hz.com/dev/applications/crossbar/doc/agents/#####
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Advanced Provisioner Product Overview
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