table of contents · web viewauto attendants allow callers to automatically be transferred to an...
Post on 27-Dec-2020
2 Views
Preview:
TRANSCRIPT
Supervisor Guide to UGSCloud Call Center Web
Portal
TABLE OF CONTENTSWelcome to Unified Global Solutions..................................................................................... 2Getting Started……….................................................................................................................. 2Home Screen.............................................................................................................................. 3User management ..................................................................................................................... 4Creating a New User ................................................................................................................. 5Editing User Profile.................................................................................................................... 6Adding Answering Rules .......................................................................................................... 9Configuring Voicemail Settings............................................................................................... 12Managing Greetings ................................................................................................................. 13Adding/Editing/Viewing Phones..............................................................................................15Conferencing ............................................................................................................................ 16Auto Attendants ....................................................................................................................... 18Editing Attendants ................................................................................................................... 22Call Queues ............................................................................................................................... 23Adding Queue agents................................................................................................................ 27
PAGE 1
TimeFrames............................................................................................................................... 29Music on Hold ...........................................................................................................................32 Inventory ....................................................................................................................................34Call History ............................................................................................................................... 36Removing a call history filter................................................................................................... 41Exporting Call history............................................................................................................... 41Scheduled Exports......................................................................................................................42Contact Information ................................................................................................................ 45
WELCOME TO UNIFIED GLOBAL SOLUTIONS
PAGE 2
On behalf of Unified Global Solutions, we would like to take this opportunity
to welcome you as a new customer. We appreciate your business and look
forward to a lasting relationship.
In this document, we have included all the information you will need to
ensure a successful introduction to the UGS Phone platform as an
administrator. If you have any questions, please do not hesitate to reach out
to your sales representative or assigned project manager.
GETTING STARTEDTo start out with all users provisioned by Unified Global solutions with
Voicemail on their profile will be configured with a default system greeting
and the pin to access the user’s box will use a pin of 951753. This pin can be
reset by the user after initial login to their voicemail box at which time they
can also configure a personal greeting for their voicemail box.
In your web browser, enter the portal address listed here. https://core1-
daltx.ugsvrs.com/portal/ This will bring up the login page as seen below
where you will enter your assigned login name and password that was
provided by your project manager. This portal will allow you to manage your
users, provision new phones and call components.
PAGE 3
Once you have entered your provided credentials click the blue login button.
HOME SCREENThe home screen is a high-level overview of current activity and statistics for
your organization. From this view you will see Call Queues, Active Calls,
Callers Waiting, Idle Agents, and quick Statistics. On the right of the
screen a contact box will appear with other users in your domain. Clicking
the phone icon next to a name will connect your phone to that contact.
PAGE 4
USER MANAGEMENT
On the Users screen you will see a search box; this will auto complete as you
type in either the name, extension or department of a user to quickly filter
and allow you to edit the users profile and answering rules.
CREATING A NEW USER
PAGE 5
To create a new user, click the blue button labeled Add User from the Users
screen, as seen in illustration above. Each new user will need to have the
following information populated before the account may be created:
First name
Last name
Numeric extension
Email address for voicemail notifications
If a physical device is to be provisioned for this user, check the box Add
Phone Extension. When entering a password, make sure that it is numeric so
the user may access their settings via the IVR, if desired.
PAGE 6
Fields notated by black border are required fields to successfully add user profile.
EDITING USER PROFILE
To edit user profile information, select a user and click Profile. From here,
you may edit basic information and add more specific information to the
user, like time zone and department. To remove the user from the audio and
basic directories, uncheck the appropriate boxes in the Directory setting.
Finally, in the Change Password section, the password may be reset if the
user has forgotten their password; there is no way of providing the user’s
PAGE 7
current password. From this profile tab, Profile information may be added or
modified.
Directory options may be configured for the user to be dialed by name
or listed within the Contacts section of the basic user portal.
Enter the Area Code of the user; this is used by the system when
processing a local seven-digit call.
There are options for setting Caller ID and Emergency Caller ID.
Emergency Caller ID will be utilized for an emergency call from the
account.
In the Change Password section, the password may be reset if the
user has forgotten their password; there is no way of providing the
user’s current password.
If a user forgets their voicemail pin or portal password it must be reset by
the company phone manager or by contacting Unified Global solutions
support line at 214-838-1378 option 2 or submit a case online from the link
below. https://ugs.supportbee.com/portal/sign_in
PAGE 8
PAGE 9
ADDING ANSWERING RULES
From this tab Answering Rules are configured and edited. Answering rules
allow the user to set call flows specific to time of day or week, or even
specific dates. After selecting the Answering rules tab click the edit option
(circle with pencil to the right) to adjust current answering rules.
After selecting the edit option, you will receive a popup as illustrated below
that will allow you to modify answering behavior. Once the modifications
desired have been made apply changes press the blue save button in the
bottom right as seen in illustration below.
PAGE 10
In the example shown above, an answering rule has been created that will
be effective all the time; when a call comes in the system it will
simultaneously ring the user’s extension as well as the user’s cell phone if
they do not answer their extension. If the user has more than one device,
you would need to check Ring all user's phones for all phones to ring
when a call is placed to the user. If Do not disturb is selected, then all calls
are routed to the user's voicemail box. For Call Screening, the system will
ask the caller to record their name; a call is then placed to the user and they
have a choice of answering the call or sending it to their voicemail. For Call
Forwarding there are a few different options:
Always - if selected, this is the ONLY rule that the system will process
when the call comes to this user
PAGE 11
When Busy - if the user's device returns a busy signal, this option
will be processed
When Unanswered - if the user does not answer the device, this
option will be processed
When Offline - if the device ever becomes unregistered, this option
will be processed For Simultaneous Ring, the system can ring all the
user’s phones, other user devices and even off-net numbers (non UGS
provided numbers). In order to add more simultaneous ring locations,
click on the green plus sign.
For Simultaneous Ring, the system can ring all the user’s phones, other
user devices and even off-net numbers (non UGS-provided numbers). In
order to add more simultaneous ring locations, click on the green plus sign.
Once the Answering Rules have been created, this is what will be shown on
the Answering Rules page. The Active label shows the answering rule that is
currently in effect.
Upon clicking on the Allow/Block button, a new dialog box will pop up. Enter numbers you wish to Allow and Block.
PAGE 12
CONFIGURING VOICEMAIL SETTINGSFrom this tab various Voicemail Settings are configured. From here, you may easily enable
or disable voicemail at any time. Here you may sort how messages are announced and
sorted when retrieving archived voicemails, as well as clear older messages. You may also
clear all data (voicemail messages, greetings, music on hold and recorded name) This is
useful in the event the user profile is reassigned, and the box needs to be reset or cleared
for a new employee.
(Please keep in mind that once the clear data has been
selected all data is gone. Please be very sure that all messages
and other settings are backed up before clearing data as once
this action is taken there is no way to reverse if you realize a
saved message was needed)
PAGE 13
MANAGING GREETINGS
Users can manage what callers hear when they are directed to voicemail
under the Manage Greetings tab. Users can either record a new greeting
directly from their workstation or upload a previously recorded greeting (file
must be in .wav file format). If you want to upload a previously recorded
file, click the button with a speaker icon to the right of voicemail greeting as
seen below.
PAGE 14
Once you click the button to open the voicemail greeting you will be able to
record a new file or upload a saved file from your local machine. After you
have browsed to the local file on your machine and selected it, provide a
name for the file you want to upload. Last you will then press the blue
button labeled upload to complete the upload of the voicemail greeting file
from your pc to the UGS phone system.
If you don’t have a file recorded but want to record a greeting for a
voicemail box, you can have the system place a call to you so you can record
and save your new greeting.
PAGE 15
Finally, from this tab users can select the format in which email notifications
of a voicemail message (if configured) are sent. Options that are sent with a
hyperlink and/or in brief format are for the purpose of reducing the size of
the email that is received. There is also an option to keep the message as a
new message, move to saved or move to the trash.
ADDING/EDITING/VIEWING PHONES
PAGE 16
If a phone extension was added at time of user creation, this may be viewed
from the Phones tab. Information on the device type, MAC address and line
to be assigned may be entered by clicking on the device name hyperlink.
From this tab you may also add another phone or device (ATA, softphone,
etc.), for a user (useful if a user has a home office and work office and needs
2 hard phones).
PAGE 17
Keep in mind that all the devices should be included in a simultaneous ring group to
avoid any missed calls. To verify phones selected for simultaneous ring, please consult the
Answering Rules section. After the phone has been added you can see the
phones that are assigned to the user extension and whether the device is
registered or not as seen below. (Green circle with checkmark means phone
is properly registered and ready for calls. Red circle with x means device is
not registered and ready to make or receive calls).
CONFERENCING
It is important to note that conference bridges are devices much like a desk
phone or a softphone. This means that a conference bridge may be the
single device of a user OR it may be one of multiple devices belonging to a
user. For this reason, conference bridges may only be created when they are
assigned to a unique user.
To create a new conference bridge, simply click on Add Conference. You
will need to enter a name and user for the conference bridge before this
PAGE 18
request will process. Once a bridge has been created, it may not be
reassigned to a new owner.
Leader and Participant PIN options are not required but may be used to add
security by specifying who may and may not enter the call (Participant
PIN) or to invoke special mid conference actions (Leader Pin). Users may
also set the minimum participants required to begin the call; until the
specified number is reached, all participants will hear music on hold (that of
the conference owner, if applicable). The last few options specify whether a
leader has to login before the call may begin and whether participants will
be prompted for their name, which may be played when they arrive or
depart.
PAGE 19
Once the conference bridge has been added, specific bridge information will be accessible
on the Conferences page. If a call is active, portal users may click the number in the
participant’s column to see who detailed information on active participants and dial in
information. (Dial in # and Pin).
PAGE 20
AUTO ATTENDANTS
Auto attendants allow callers to automatically be transferred to an extension
without the intervention of an operator or receptionist. This is especially
useful for general business numbers and may be configured in the portal to
use customized answers depending on time of day or week.
To add a new auto attendant select Add Attendant
You will then receive a popup to begin creation of the new auto attendant
call component as seen below.
PAGE 21
Enter the name you would like the attendant to be called and the extension
you wish to associate with the attendant. Next, select the time frame you
would like the attendant to be authorized (timeframe will determine specific
hours of certain days or a span of days that the auto attendant will be active.
Example: Monday-Thursday 5pm-8am, or July 7–July 25. See the Timeframes
section below). If you do not already have a time frame created, select
Default (all the time) until you create a desired time frame. To provide
callers with introductory information before the call forwarding script plays.
An example script could say: “Hello. Thank you for calling ABC Company.
You have reached us after hours. Please stay on the line for more options.”
Click Continue. If you would like to record an introductory greeting, click
the speaker icon. This will open the Manage Audio box to record or upload
the audio file you want played when the auto attendant is called.
PAGE 22
You will now have the option of selecting a Menu Prompt (a Menu Prompt is an
Automated description of which options correlate to specific numerical keys). You will
have the choice of uploading a previously recorded menu prompt or recording a new
menu prompt from your workstation. This recording will describe what options are
available via the number keys.
You will then be able to select which option you desire to correlate with the individual
numerical keys.
User - Sending the caller to a user’s extension
PAGE 23
Conference - Sending to a conference bridge (enter the bridge name
or extension). The conferencing feature must be built to have this
option.
Call Queue - Enter call queue name or assigned extension to
activate. You may
choose to announce the number of callers in queue, average expected wait
time, or
no announcement.
Directory -The company directory menu will play when option is chosen by the
caller
Voicemail - Sending the caller to a user’s voicemail
Voicemail Management -The user will receive a voicemail management prompt
when 5 is pressed. They will be required to enter their pin code to access this
feature.
External Number - A 10-digit phone number may be assigned to call when the
caller chooses this option.
Play Message - A recorded message will be played when this option is chosen by
the caller. The user may manage the audio by recording a new greeting or
uploading a file. From this menu; the user will choose to repeat the greeting prompt,
hang up, or follow one of the other assigned dial pad options after the message
PAGE 24
plays.
Repeat Prompt -The same options will be repeated when this assigned dial
number is chosen.
Add Tier -With this option, you may add an additional tier dial pad menu.
Example: “For the directory press 1, for sales press 2, for accounting press 3.”
In our example above, we select the 1 icon and then select Directory from the applications.
Press the 2 icon, select User and enter the extension of the sales department. Press the 3
icon select User and enter the extension of the accounting department.
The Options button provides the Option to enable Dial by Extension via the check box
(enabling Dial by Extension, will allow the caller to key in the extension of the user they
are trying to reach without having to wait for the directory or other prompts.). Options
also lets you choose what happens if the caller does not press a numerical key, or should
they choose an invalid key.
PAGE 25
Click Done to save your settings.
EDITING ATTENDANTSYou may edit an existing Auto Attendant by clicking on the name or the edit icon.
This will allow you to make changes once you have created the attendant,
without having to build a completely new attendant if you want to update a
greeting or call routing options after the initial creation of the auto
attendant component.
CALL QUEUES
PAGE 26
Call queues may be added from Call Queues screen.
The Call Queues tab will give you an overview of how many Call Queues your organization
has, and the number of agents logged into each queue.
There are 5 different queue options that can be built. The five queues are Round Robin,
Ring All, Linear Hunt, Linear Cascade and Call Park. The different queue behavioral
functions are described below.
Round Robin (longest Idle) Calls will be offered to the available agent in queue
that has been idle the longest.
Ring all Incoming calls entering the queue will be offered to all available agents at
the same time and all agents’ phones will ring.
Linear Hunt Routes callers to available agents in a predefined order. The order is
defined when editing the queues agents.
Linear Cascade Routes calls to groups of available agents in predefined order. The
order is defined when editing the queues agents.
Call Park Places the caller on hold until an agent retrieves them.
To add a queue once you click the call queues icon you will click the blue
Add call queue and provide a name and extension and then select a
department if you choose and select the queue type. You can then select a
PAGE 27
direct # if you choose and whether to record calls or not and if you want call
statistics for the queue then click next.
On the second tab Pre queue options you can set whether this queue
requires agents to accept and route calls you can set the queue to play on
hold music or provide caller with ring back. If you want an intro message on
hold it can also be set here. You can set the Max expected wait time and max
queue length. Additionally, from this tab you can choose if you want to
PAGE 28
enable a call back option or not. You can also set a forward if unavailable
destination. After setting desired settings click next.
The next tab is the In-Queue options
This tab will allow you to configure the Queue ring timeout which
determines how long it will attempt to reach an agent before an exit code is
attempted.
PAGE 29
Agent ring timeout allows you to set how long to attempt an agent before
moving to next agent.
Logout on missed call can be set to yes to log agents out of the queue if they
miss a call.
You can set a destination to forward if the call isn’t answered by an agent
before the timeout.
From this tab you can also set if voicemail is an option for this queue or not.
Once these options have been set click the blue add button to add the queue.
PAGE 30
Once added, the Call Queues screen should look like this:
PAGE 31
By clicking on the “Callers in Queue” column you may see exactly who is
waiting in the queue. From the “Agents” column you may see who is
assigned to that queue and who is currently available.
ADDING AGENTS TO QUEUES
Agents are added by clicking in the “Agents” column. On-net (within
network) agents are
added as follows:
You will then get the box showing current agents assigned to the queue and
their status at the bottom there is a button to add new agents to the current
queue (in this case the customer service queue which is listed at top of
page).
Once you click the add agent button you will be presented with the options
seen below to identify the agent to add and set wrap time and how many
simultaneous calls for the user and SMS sessions if you have enabled SMS.
Also, from this screen you will set the queue priority for this agent. After
setting these settings press the blue save agent button to add the agent to
the queue. After your done adding agents to the queue press the Done
button at the bottom of the dialog window to exit edit agent mode.
PAGE 32
TIMEFRAMES
PAGE 33
Timeframes allow an office manager to set the time and days of the week the
system is
active. For example, if an office is closed on Mondays, you may set the
system to only be
active on the other days of the week, with an out of office message playing
on Mondays.
There are three different timeframes that may be created:
1. Always
2. Certain days of the week and times; e.g., work hours
3. Specific dates or ranges; e.g., observed holidays or vacation schedules
The first timeframe to be created is an Always timeframe. This will apply
when no other timeframe is applicable. (Using this typically works well for
afterhours). Once you label to clearly identify what the timeframe is for hit
the blue save button.
PAGE 34
For a Business Hours timeframe, select Certain days of the week and
times and check the days that are to be used. Move the sliders to
accommodate the range you wish to set. If
you wish to split the range; e.g., morning and afternoon; click on the green
plus sign. This
allows you to set two-time ranges within one day. Continue until your
timeframe has been
configured, then click the blue Save button.
PAGE 35
For specific date ranges, select the Specific dates or ranges radial and
specify a beginning and ending date. If setting a timeframe for a holiday that
only lasts one day, enter the date of the holiday in the box on the left AND
right sides and then press the blue save button.
PAGE 36
To set multiple date ranges, select the green plus sign to the right of the
entry field.
MUSIC ON HOLD
To adjust audio that callers hear while in hold queue, click the Music on
Hold tab. Click on Settings. From here, you may decide whether you wish
to enable music on hold or not; and whether you want the music to be
randomized or not. There is also an option to set an introductory greeting.
This is useful in the example of a call queue; e.g. "Thanks for calling ABC
PAGE 37
Company. Please continue to hold for the next available agent. For faster
service, you may visit us on the web at www.abccompany.com." This
introductory greeting, in .wav or .mp3 format, may be uploaded or manually
recorded as with voicemail and auto attendant greetings. Once this is done
click Save.
Music files are added by clicking Add Music. After pressing the add music
you will be presented dialog box. From this dialogue box press the browse
button to access your pc files, browse to directory containing the
music/audio file on your computer that you wish to upload. Optionally label
PAGE 38
the file using the song name field and click Upload.
It is possible to reorder the Music on Hold files via drag and drop if you wish
for them to be played in a specific order. The system will prompt you to
approve these changes before they are saved. When all changes have been
made, click Save at the right of the screen.
INVENTORY
PAGE 39
The inventory tab provides you as a manager a quick way to manage all your
DIDs that you have with Unified Global Solutions from the Phone Numbers
Tab. From this option you can see what DIDs you have actively assigned to a
user or call application. From this view you can see which of your DIDs are
available for assignment to a user or call application. If you decide to
repurpose a number, you can simply click the number and update the
treatment to point it to a user or call application or forward it to an external
number using the PSTN option for external forwards. Once the changes
have been set click the Blue Save Button to apply settings to the DID.
SMS Numbers: This tab will show a summary for all the DIDS that are
configured for Texting functionality and destination that line points to.
PAGE 40
Phone hardware: This tab shows MAC address of the device, its model and
registration status. Clicking the hyperlink will show all extensions that are
assigned to its various line buttons. There is also a Notes field that may be
used to hold any pertinent, descriptive information.
There is also a filter function to be able to find a specific device by searching
using a mac address, phone brand/model, extension or notes.
CALL HISTORY
PAGE 41
To see a complete call history for the domain, click the Call History tab.
From this screen you may filter calls based on date range, user or extension,
department, caller number, dialed number or call type (Inbound, Outbound
or Missed). Date required for all searches.
PAGE 42
The illustration below shows an example of a search using a date range filter
to locate
the call records within that date range.
To filter by user, on the main call history page click on the Filters button on
the left side of the screen. Select the date range and then click in the Users
field and input the user, name or extension you want to filter and pull call
data for. When the date range and user you wish to filter upon is input, click
the blue Filter button to query and return results for that user during
specified time range.
PAGE 43
This search example would list all calls to and from extension 1145 as well
as missed calls for the date range 11/1/2019-11/7/2019.
To filter by a specific dialed number, after clicking on the Filters button on the main
page enter the number upon which you wish to filter in the Dialed Number box.
PAGE 44
Your filtered list will now look like this:
PAGE 45
For a call type filter, after clicking on the Filters button on the main page, choose the call
type you would like to filter. Your choices are: Inbound, Outbound or Missed calls.
PAGE 46
Your call history is now filtered by call type. (in this illustration we filtered to inbound calls).
REMOVING A CALL HISTORY FILTER To remove a filter, click on the x on the right edge of the blue box with the filter
information you want to clear.
EXPORTING CALL HISTORY
Once you click the Export button on the Call History main page the history
will be downloaded to your pc. The file will be downloaded in .csv format.
PAGE 47
SCHEDULED EXPORTS
You can also configure a scheduled export to be set by clicking the
Scheduled Exports button. After clicking the button, the Schedule New
Export window will display. This is a more comprehensive option for
gathering call history statistics and can allow you to have recurring reports
once its initially configured to run on specified increments.
PAGE 48
On the Schedule New Export page, you will see the field to name the
scheduled export. Then the Type of export:
Monthly
Will let you select the Day of the month.
Weekly
Will let you select the Day of the Week and Time of Day to Start
Daily
Which will allow you to select the time you want the report started.
Custom
Will allow you to select the period you want to capture. The time you would
like the export to start. The Time Zone you want the export call times to be
in. Then allow you to configure if you would like the export to repeat and at
what interval to repeat.
Allow run this export immediately
Run this export immediately will send an export as soon as the scheduled
export has been created.
Email Notification
Will send the email address entered an email letting them know the
schedule export has run.
PAGE 49
Options tab
The options tab will allow you to filter for just a specific extension. Select if
we want the export to include Inbound Calls, Outbound Calls, Headers,
or filter for Off-net Calls Only. You can select the format of the csv file.
After the Schedule export has been created you can edit any of the options
by clicking the edit icon. Download the scheduled export.
CONTACT INFORMATION
PAGE 50
If you encounter any issues with your system, please contact our support
department. Our staff is ready to assist with any problems that may arise.
Phone: For all support calls, use the following number:
Sales: +1-214-838-1378 option 1
Customer Support: +1-214-838-1378 option 2
Open Order Status: +1-214-838-1378 option 3
Billing Issues: +1-214-838-1378 option 4
Email: The main support e-mail is: support@unifiedglobalsolutions.net
Ticket Portal: To submit a ticket through the customer helpdesk, login to:
https://ugs.supportbee.com/portal/sign_in
PAGE 51
top related