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  1. 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
  2. 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.
  3. 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)
  4. 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
  5. 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. ####
  6. 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 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. 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 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 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
  7. 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 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 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. *Once the configuration is saved, if you have used the suggested sub-domains, the “configured” column will change from red triangles to green check marks. 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. 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 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) Click Select a file, and choose your logo file to upload Favicon and 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 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, complimented by black on the left Turn on the social media links you’d like to advertise, and post your link in the field Advanced tab On the Advanced tab, you will dictate the default for porting permissions, as well as the default for your Carrier Options. 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” 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
  8. 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. 4 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.
  9. 2600HZ STEP 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. 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. Adding Users To add a new user, please refer to the companion STEP guide, 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. To Purchase a Phone Number - Optional: Click on the “Users” tab of SmartPBX, just left of the dashboard. Within the “Users” dashboard, click on the “Phone Numbers” button for the specific user. Click on to the “Buy Numbers” button. 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 will need to assign a number to a user. To Port a Phone Number - Optional: Click on the “Numbers” tab of SmartPBX, just left of the dashboard. Within the “Numbers” dashboard, click on the “Spare Numbers” button for the specific user. Click on to the “Port” button. You can also buy a number as well. 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 a user. Assign Numbers to a User - Required: Click on the “Users” tab of SmartPBX, just left of the dashboard. Within the “Users” tab, 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. 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: Click on the “Add Device” button within the “Devices” section of SmartPBX Decide what type of device you would like to add. In this example, we will add a SIP phone. Select the logo of the manufacturer for the device 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. Enter the MAC address and create a name for your device. The MAC address is 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. 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. This will show all available User Features, click on a specific feature and enable. For instructions on Caller-ID, Call Forwarding, Hot-Desking, Voicemails, Faxbox, Conference Bridge, Find Me, Follow Me, Music-On-Hold or Inbound Call Recording, please refer to the academy. Create and Manage User Groups Once you have created enough 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. 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. Once you have created a User Group, manage the group name, members, extensions, phone numbers, and group features in the interface. Manage members, numbers, extensions and group features. Set Main Number 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." Click "Main Company Numbers" and add a spare number or buy numbers. Create Office Hours Strategy and set Office Holidays Go to the dashboard in SmartPBX and click "Main Number." Click "Main Company Numbers" and add a spare number or buy numbers. 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. Click on "Office Holidays" within the Main Number tab. 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 Go to the dashboard in SmartPBX and click "Main Number." Click "Incoming Call Handling" and select how you would like to be reached during "Open Hours" and "After Hours." 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. Select greetings. Decide whether you would like to use Text to Speech, upload your own file, or record it over the phone. 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. 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. 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. 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.
  10. To download a .pdf, click the link at the bottom of this page 2600HZ STEP GUIDE – T-Mobile What is the T-Mobile App? The T-Mobile app enables users to add a T-Mobile, GSM network enabled device to the KAZOO ecosystem using T-Mobile provided SIM cards. This complements Sprint's CDMA based network and provides suppliers with more handset and device options. Supported devices can be used for calling and receiving calls and/or for data capture only and are often used as part of a failover strategy for your KAZOO environment. Before you start Check to make sure your T-Mobile device supports GSM and is carrier-unlocked Request a T-Mobile SIM card from your 2600Hz representative if needed. Enable the app from the KAZOO App Exchange Quick Steps Select Mobile Device to enable calling abilities, or Data Only Device for a MiFi device or failover option. Click Next. If you have chosen a Mobile Device for Talk and Data Choose your plan and click Next. Populate the SIM ID with its identifying information: Provide a Device Name, the zip code of the device (which will auto populate the device area code with the local area codes) Select the desired Area Code for that device. Confirm your selections, and click Activate SIM: If you have chosen a Data Only device Choose your plan and click Next. Populate the SIM ID with its identifying information: Provide a Device Name, the zip code of the device (which will auto populate the device area code with the local area codes) Select the desired Area Code for that device. Confirm your selections, and click Activate SIM: Click the link below to download a .pdf of this page 2600Hz Quick Start T-Mobile 07-30-2019w.pdf
  11. 2600HZ STEP GUIDE – CALL CENTER PRO What is This? Call Center Pro provides advanced call management settings and reporting features to KAZOO’s basic Call Center application. These include the ability to add and delete agents, customize routing strategies based on your agent team skills, define advanced hold options and loops, and settings to manage and prioritize queues. Before you start Note only Administrator can create and delete queues. Managers can edit them Confirm your agents/members are listed with correct phone numbers Create a list of extensions to reserve for the call center behaviors Decide on your “hold” message: music, message, or queue time Develop your strategy around agent behaviors and where /how they should be assigned Consider the use of skills for your agents that would direct calls accordingly. Call Center Pro STEP GUIDE details Below are the sections covering Call Center Pro. Steps for configuring and editing call queues Overview of queue management dashboard features Overview of the queue performance dashboard Summary of permissions and access, agent v. manager v. administrator Create and Configure a Queue Quick Steps Create a new queue and assign it a unique number or extension Configure your desired queue settings Define how calls should be routed to Agents Define hold treatment – music or recording Define agent behavior, how calls should be routed Assign Members STEP 1: Create New Queue Select a number or extension from your available numbers list. If you do not have any displayed, you can purchase one. If you want to choose an extension you will be shown choices based on your setup. NOTE: Only administrators have access to creating a new queue. STEP 2: Define Queue Settings Existing users will recognize some of the settings from Call Center and can skip to the new settings. Below is an overview of all the settings on this screen. The settings in green are new to Call Center Pro. Basic Behavior Call Limit Sets the numbers of calls that can be in a queue before the calls time out to the callflow steps. If the call limit is one, any new call that tries to enter the queue will be terminated (dropped). If the call limit is 0, the number of calls that can enter the queue is infinite (or limit to incoming trunk limitation). Any incoming call that is dropped will be counted toward Missed Calls for that queue, since it has entered the queue and subsequently terminated. Queue Timeout [seconds] The number of seconds the call will sit in a queue before timing out. If Escalation Handling is configured, the call will timeout to the specified escalation handling destination. If No Escalation is configured, the call will terminate or drop. Maximum queue timeout is 7200 seconds. NEW in CCPro: Display Agents to other Agents This is useful so agents can note the status of the rest of the team, for example if others are away. If enabled, Agents can see other Agents who are members of the queue on the Queue Details page, Members tab. By default, this is not enabled; agents will see only themselves on the Members tab. Admins assigned through Smart PBX can see all members’ status of any agent in any queue in CCPro Timeout Immediately if Empty If turned on the and the queue is empty (meaning no agents are logged in) the call will immediately be routed to the callflow process. This could be your escalation queue or voicemail. NOTE: The queue is not considered Empty if an agent in a queue is Globally in an Away state or on a call. NEW in CCPro: Zero out to callflow This provides a dropdown showing other queues you can redirect a call to by pressing #0. An example might be if someone calls who has already been escalated to a different department or person and is calling back with more information. The default routing for 0'd out calls is set as follows: Device User VM Box Directory Group (per Smart PBX Configuration) NEW in CCPro: Record all calls in this queue If turned on all calls will be recorded by default. Alternatively you can set record all calls for individual agents under the Call Center Members tab. Notes: Transferred calls will be recorded up until the point the agent who answered the call from the queue is no longer on the call. Hold Music is not recorded if the Agent puts the caller on hold Currently the maximum length of call that can be recorded is 1hr. For the Call Recording feature to be enabled you MUST enable these apps in your system: Google Drive connector Call Recording Recorded calls can be viewed and downloaded from the Call Recording app. at the end of the call Escalation Handling NOTE: This must be configured if you intend to use the new Call Center Pro feature assigning skills to your agents for skills-based call routing. Escalation Queue If any type of timeout is reached, calls in the current queue can be routed to the Escalation queue. Options list all available queues under the account for anyone who has queue modification permission. Escalation Callflow after Timeout If enabled with a destination, a Queue call is timed out to the Escalation Queue, and if the call is not answered within the Escalation Queue Timeout, the call will be redirected to the following Call flow Destination Company Directory Devices Users Voicemail Boxes Group STEP 3 – Pick Routing Strategies In this step you will define how calls will be routed to agents within the queue, setting priorities based on specific metrics The first four options are part of the basic Call Center app: Most Idle This prioritizes routing calls to agents with the highest percentage of idle time since the last call handled. Calls will continue to be offered to agent with the most idle until the agent answers the call. After a call is handled, the most idle counter resets. For example, if agent 1, 2 ,3 are members of a queue and are on a call, if agent 2 hangs up first then 3 then 1. Agent 2 is the most idle agent. If a call is rejected by the most idle agent, it will continue to try that agent until the agent either answers the call or becomes unavailable. Least Calls Handled This prioritizes routing calls to agents with the least amount of calls handled for their current session. Least handled called agent during their session will be offered a new call. If multiple agents are tied for least handled call offer, queue selects an agent at random. If agent logs out of session, and log back in, their handled call count will reset and the agent will become the least calls handled. Changing state from away/available does not impact the count. Least Offers Made This prioritizes routing calls to agents with the least amount of call offers made during their current session. Round Robin This will equally distribute the calls among all agents assigned to the queue. Agent 1, 2, 3, 4 are logged in and Ready Queue might select Agent 2, 3, 4, 1 for call offers order. If Agent 1 doesn't answer the call, it would go to call 2, if agent 2 answers the call, any new call will get offered to call 3. NEW in CCPro Call Center Pro provides two additional options, Skill based (strict) and Skill based (loose). These are settings that allow you to tag a skill to some of your agents and send the call to them based on caller response. To create and manage the skill sets, see the section below on setting up and managing call center members Skill based (Strict) This will send a call only 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 be escalated If no agents are tagged with a skill associated with a call entering this queue, the call will be routed to the specified escalation queues. If a call entering queue matches an agent who is a member with that skill, the call will only be offered to that agent. If a call enters queue that does not match any skill the currently assigned members have, the call will be routed Escalation Handling. If Escalation Handling is not configured, the call hangs up. Skills conflicts or incomplete skills matching a Strict Skill strategy will result in routing calls to Escalation Handling. NOTE: For skills-based routing to work, you must define an Escalation Queue process. If neither the Escalation Queue nor the Escalation Call flow after timeout are configured the incoming call will hang up when it enters the queue. When configured, if a call is not met by a skill, the call will be routed to the specified Escalation destination. Skill based (Loose) 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. If Agent X has skill that matches an incoming call, regardless of the agent state (Inactive, Active, Ready, Away, Logged off) and as long , the call will wait in queue till the Agent is Ready and Available state unless escalation handling is met (Escalation Queue or Escalation Call flow after timeout) If call enters queue where none of the members have any skills that match it, the call will be routed to the next available agent in a round-robin fashion. Skills conflict in Loose Skill strategy will result in routing to the next available agent with that skill in a round-robin fashion. For example, Agent1 has Skill X. Skill X contains a configuration for area codes that start with (+1585). Agent Y has a Skill that matches (+1 585 361 1962). If I were to call into a loose Queue from 585 361 1962, since both agents match, the call will find the first available agent that matches. If the routing is rejected or device timeout is reached, the call is offered to the next available agent that matches the skill. STEP 4 Define Hold Treatment These settings define what a caller experiences when s/he is put on hold. In Call Center basic, you could choose a single Media file, either an announcement of music. Call Center Pro gives you added features and allows you to define and sequence your own series of announcements and music. NEW in CCPro In Call Center Pro there are 3 additional options. These allow you to build out your own media loop; connect all four options and arrange in the order you set. You can then set it to repeat. This allows for several different announcements during the wait and an updated status on the caller’s position in the queue and/or wait time. Announce Position Announce to caller waiting in the queue their current position in the queue. Announce Wait Tells caller the average wait time. This is estimated from the average time taken by the last 5 calls answered. Calls sitting in the queue do not affect the estimation. Pause Define a pause as a break between 2 other notices. Play Media File Define an announcement or music clip. Note you can add more than one announcement in the loop. Additionally you can change each media file separately without building a new queue. For example, you can add in holiday music, a new promotion or news release at different times in the year. NOTES: If you choose a media Stream URL, the site must be available for connecting 24/7. If KAZOO tries to access the stream and fails, the call will be aborted. We support .mp3 URLs or shoutcast servers. In either case, the URL must start with shout://. Below are some examples: MP3 files MP3 URL: https://ia802902.us.archive.org/15/items/DoctorWhoTheme_306/DoctorWhoTheme-11thDoctor.mp3 KAZOO URL: shout://ia802902.us.archive.org/15/items/DoctorWhoTheme_306/DoctorWhoTheme-11thDoctor.mp3 Stream URL Stream URL http://mp3stream7.apasf.apa.at:8000/listen.pls KAZOO URL shout://mp3stream7.apasf.apa.at:8000 The list will automatically loop during the hold for as many seconds you defined in the configuration (Step 2), so there’s no need to duplicate an event in the loop. STEP 5 Agent Behavior This configures certain actions depending on the agent’s behavior and status. SET AGENT ACTIONS Agent Connection Agent Connect Timeout This sets the amount of seconds the call will ring at an agent's extension before it is sent to another agent of the next event in your callflow. How the seconds translate to number of rings will vary depending on your country and ring style, but in general a 20 second setting will allow the phone to ring 4-5 times. Force Away on Rejected/Missed If enabled, and if agent rejects or does not answer the offered queue call, agent will be put in a Global Away state. NOTE: It is up to the agent to re-activate his/her status. Recovery Time Allow Agent Recovery Time This sets the amount of seconds an agent's status will be set to "recovery time." This time is often used so agents can write follow up notes about the call. While in recovery time the agent's phone will be considered "busy" to the caller and the call will route to the next agent or event. The recovery time will be displayed and counted down in the Call Details Drawer. Allow Recovery Time Extension If this setting is on, the agent will see an option to extend recovery time in the Caller Display Drawer. By selecting this, recovery time will extend the length of the initial setting. NEW in CCPro Allow Multiple Extensions If this checkbox is enabled and agent has the ability to extent the recovery time as often as necessary. Each extension will be the number of seconds set in the Allow Recovery Time Extension field. .. STEP 6 Member Assignment The next step is optional and can be completed and updated as you get more familiar with the queue and member dynamics. ASSIGN MEMBERS TO THE QUEUE You can choose to add members to your queue, or you can add members later. You can skip this step now and manage members later while inspecting this queue. NOTE: Once any members are assigned, the queue is limited to those members. ADD MEMBERS To assign a member, click on the member name, and choose between an Agent or a Manager. Then pick the green button “Assign to Queue” and you’ll see the name move to the right column. Once a member is added and logs in, this screen will display An Agent can set specific settings related to his/her own queue priorities. Agents who have been given permission to “display agents to other agents” under general settings can view the activity and status of other agents in the queue. A Manager has added permissions to: Listen / Whisper / Barge Agent’s calls Assign priorities and skills to Agents STEP 7 Review and Confirm You will now be shown a summary screen of your settings to review and confirm. You can return to any of the steps to edit your settings. When you are finished, select the green Create Queue button at the lower right of the screen. You can also download this information and print it to share with your team (see icons at top right of screen). Confirm updated charges Finally, you will see a preview of your updated monthly charges based on your configuration. Review this and Select OK. Call Handling Dashboard: View / Manage Queues This describes the features shown once your queues are created and when a specific queue is selected. AGENT STATUS This should match the status set at the top right of your screen. The status setting is a global setting and applies to all queues. This is also where you set/confirm the answering device you will use as default. Status Details Ready Count (Must be Active+Ready). If Agent is Paused and Ready it will not count towards Ready Away An agent is away if Agent is Logged in but paused in that queue or Agent is Active in the queue and Away Globally Busy Agent is considered Busy of that queue if Agent answered a call from that specific Queue. The Busy counter will increment by NOTES: If an agent is newly assigned to a Queue. The Agent will automatically be in a Paused State Note if Agent is using Feature Code, Agent must log in to Browser set themselves in an active state before using feature code functionality. Feature codes are global At this time, regardless of what away message is put in the text field of away message, the status will always be AWAY. Custom Away messages will be implemented in a future release. LIST OF ALL QUEUES Once your queue is created you can view a list of the queues created in your account. You can manage this page as follows: Sorted By Sorted By will only list the following options. All queues (Default) Oldest queue (Creation time) will always be on top and the Newest Queue will be at the bottom Active Sort By Active, pushes all active queues at to If you are an admin, Active queues will be pushed up to the top and it will list Queues that are paused next, then the queues the admin is not a member. Paused Sort By Paused, pushes all paused queues top, then active queues. If you are an admin, paused queues will show up top, then active queues, then queues the admin is not a member of. Admins Will see all queues available under that account. Admins who are not a member of any queues will not see the “Active” nor “Paused” buttons next to the queue. Pause / Resume all Queues This allows the agent to manage only the queues the Agent is a member of. If an agent selects "Pause All Queues" calls will not be offered to the agent To set back to Active, select "Resume All Queues" QUEUE DETAILS PAGE Click on a queue name to see detail list. The top status bar shows detailed information for the session If there are active calls in the queue, there will be a list of waiting calls. Manager and/or Administrators can: Answer a call Change the order/priority of a call Eavesdrop Whisper, or Barge into a call in session NOTE: The member call handling bar includes a summary for all the queues the member is active in at the time. CALL HANDLING See the screen shot above, where the red arrow is pointing. This will show the calls handled v. missed by each agent. It will not inlcude any abandoned or dropped calls. NOTE: This value shows total calls handled and missed, including calls from any other queue that the agent is assigned to. QUEUE STATUS We have added the ability for managers to change the queue status. This setting is the one next to the queue name. This is helpful if you have regional queues, and want to Pause them during specific hours. DASHBOARD The top section of the screen will display a dashboard summarizing the status of all agents in your queue within the last hour. This can help a manager or administrator decide if it's necessary to adjust the number or mix of agent skills. Longest Waiting How long the longest caller was waiting. Longest Wait is only updated when the longest call waiting in queue is delivered to an agent. The longest wait for a queue is currently 10 seconds and a new call waits in a queue for 6 minutes and 49 seconds before being delivered to an agent(Answered by agent), then then the longest wait is 6.49. Calls in Queue Total number of calls waiting in the Queue. Abandoned Calls A call is considered abandoned when the following occurs: 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. Agents Ready How many agents are available to answer calls. An agent is considered ready when they are active in a queue and Ready as a global status. If Agent is Paused and Ready it will not count towards Ready Agents Busy An agent is considered Busy if the Agent answered a call from that specific Queue. The Busy counter will increment by 1. Agents Away How many agents have marked Away as their status. An agent is considered away if Agent is Logged in but paused in that queue or if the Agent is Active in the queue and Away Globally Missed Calls A call is considered a missed call when the call times out for any reason. This includes if a call enters the queue and that call reaches the Call Limit as set in the queue configuration. 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. Abandoned calls are not considered a missed call. While a call is offered (ringing( Handled Calls Number of calls that were answered by agents in the queue. TABS BELOW DASHBOARD CALLS IN QUEUE This first tab will list all calls waiting in queue. Information includes how long the calls have been waiting in queue, Caller ID and Caller Name, including Country of Origin. Tab will have a counter of total calls waiting in the queue For managers and admins, additional options are available, see below. These are visible if you hover over the call information. Answer Call + Bump to Next in Queue Answer Call Managers or admins can pick up any call in the queue by clicking “Answer Call” Bump to Next in Queue Managers or admins can also Bump a Call to Next in Queue, , making this call the next call to be offered to an agent. Note: The bump button will still be visible even if only one call is in the queue but it would not do anything. Button Permissions Only Admin users will have the ability to “Answer Call” and “Bump Next in Queue” at all times without being members of any queue Managers have access to “Answer Call” and Bump Next in Queue” buttons for any queues that they are a member of. The agent only users will not have access to any visibility to “Answer Call” or “Bump Next in Queue” buttons. Summary of permissions QUEUE MEMBERS LIST This shows the activity of the users NEW: Eavesdrop / Whisper / Barge Settings As a manager or admin, you can monitor an agent’s call while it is in session by clicking on the “On Call” status in the queue dashboard. This can be used while training a new agent. The following options are available: Eavesdrop Allows the manager/admin to listen in on the call only. Whisper Allows the manager/admin to listen and whisper notes or suggestions to the agent. The caller will not hear this. Barge Allows the manager/admin to join the call. The caller will be included. NOTE: In order to Whisper or Barge a call, the manager or admin must select the eavesdrop option first. While eavesdropping a call, the call display drawer will show the display as below. ACTIVITY LOG NOTE: The queue activity log will only show Agents' detailed activities for the past hour only. It will display detailed notes about the activity for each member, as below: CALL HANDLING When a call is ringing Incoming calls will display from the queues dashboard as shown below. To view the details of an incoming call, click on the phone icon in the upper right corner to display the Call Details Drawer. Once a call is answered When a call is answered, the status for the agent will automatically change to "On Call." The agent can view the call details in the same drawer to the right. NOTES: Queue Status will display “Missed” only for four seconds after the call is missed. It will return back to “Active” after the 4 seconds is reached. If Queue Agent Behavior is configured to have Recovery time. Queue status will display “recovery” for that amount of time after the Agent completes the call. If you click on a call and then on the phone icon, a side screen will show the details of the call. Calls in Queue When an incoming call is received and no agents are available they will be added to the queue. Agent / Queue Status Behavior Call Offer States The chart below shows how status settings affect the call offer behavior. NOTES: An agent is available to take a call only if the agent is “Active” for that queue and “Available” Globally If an agent is newly assigned to a Queue. The Agent will automatically be in a Paused State for that Queue. Note if Agent is using Feature Code, Agent must log in to Browser set themselves in an active state first before using feature code functionality. Feature codes are global. Performance Indicators When you pick the graph icon to the left, you will see a screen summarizing call performance indicators. At the top you can choose the Agent, a queue, and a duration to review. At the bottom left of the screen you can choose to add another agent or group to compare indicators. These results can be further analyzed if you download the data to a .csv file. The option for that is at the top right of your screen next to the print option. Managing Members and Assigning Skills Managers and Admins can manage member attributes from the Call Center Members tab, accessed on the left of the screen. The default screen will list all the members in the call center, and display the name, session duration if active, the number and name of queues the agent is assigned to, if call recording is activated, and the skills assigned to that member. NOTE: The skills assigned are global; whether they are implemented is dependent on the Routing Strategy setting in each queue. MANAGE MEMBER LINK This enables a manager or admin to move any user set up in the system as a Call Center Member. Only Call Center Members can be assigned queues. MANAGE SKILLS LINK This is where to assign or remove skills to a Call Center Member. The initial screen will show an alphabetical list of all members and the skills currently assigned. Note: Skills are global attributes, they are not assigned per queue. If you have not set your queue routing to support skills, then they will not be noticed. Add an Existing Skill to Member(s) To add an skills, select the members you want to include in the new skill and press the blue add skills button. You will be prompted to type in a skill already saved. Create / Edit Skills Skills can currently be assigned based on incoming Caller OR Callee ID Name or Number. Some common uses for this are Incoming Callee ID name or number Tag phone numbers for certain types of support to different support services Tag phone numbers for sales to sales department Incoming Caller ID name or number Use this If you have multiple dial in numbers / DID’s that point to the same queue, but want to assign a skill based on which number the caller actually dialed to hit the queue. Tag calls from different countries to match language specialists Tag calls from large accounts to specific account managers Operator Notes starts_with: use to route calls with certain area codes. NOTE: Make sure to add +1 (country code) then the area code. matches: This is an exact match NOTE: This is the only operator where you can enter a regex code. Enter the regex code in the value field. examples are below: Match caller ID number starting with +1585 in regex form is ^\+1585 Match Caller ID number that ends with 5336 would be /?5336 For help with generating and testing regex codes, go to https://regexr.com/ ADD A NEW SKILL Select the blue New Skill Tag button Set operator rules as shown below to match values. You can set multiple rules for each Skill. This is helpful for use with "Spanish speaking", as you can assign multiple country codes. If there are multiple rules and skill is set to Match “All” all of the rules must match. If it set to “Any” any of the rules can match to route to the agent. Summary of Permissions and Access There are three levels of permissions used in Call Center Pro: Agents Managers Administrators Below is an overview of the kind of access needed to create, edit, and delete certain settings. ####
  12. 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 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. 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. 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
  13. 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). 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 Completed -- Canceled or successful ports 3. Request New Port. To begin the porting process, click found on any of the tabs 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. 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. 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. 7. 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! 8. 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. 9. 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. 10. Review your work! 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. 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. 11. 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.
  14. To download a .pdf, go to the link at the bottom of this page. 2600HZ STEP GUIDE – DYNAMIC CALLER ID 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 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. 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” 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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