Automation Manager
Services
Guides and Information on Services Tab in the Automation Manager
Auto Attendant
Objective This article goes over creating, updating and manage Auto Attendants in the Automation...
How to Change Holidays
Objective: In this article, you will learn how to change, update and delete holidays for your bu...
Call Blocking
Objective This article goes over searching, creating, editing and deleting blocked numbers (also...
Call Center
Objective This article goes over Call Center features such as Agents, Call Queues, Reason Codes ...
Caller ID Routing
Objective In this article you will learn how to create Caller ID Routing rules. This feature ena...
Enabling Two-Factor Authentication (2FA)
How To Login to your online Automation Manager account at pbx.automatedtelecom.com. Note: If ...
Fix Caller IDs Mislabeled as Spam
To address the challenge of spoofing and robocalls, some carriers are proactively blocking phone ...
Call Center Monitoring: Dashboard and Reports
Overview The CoreNexa Call Center solution provides the monitoring tools and reporting capabilit...
PBX Admin Guide
PBX Admin Guide - Accessing the Admin Web Portal
1. Accessing the Admin Web Portal Topics: Logging in to the Web Portal - All administrator ta...
PBX Admin Guide - Quick Guide to Common Tasks
Resetting a Password On the menu bar, click. Click the name of the user that needs a passwor...
PBX Admin Guide - Working with Active Calls
3. Working with Active Calls The Home page has an ACTIVE CALLS section that shows graphical and ...
PBX Admin Guide - Working with Users
4. Working with Users Please ensure that the Username contains an '@' as certain functionalities...
PBX Admin Guide - Working with Conferences
5. Working with Conferences Your Automated Telecom WEB Centrex system includes a Conference Brid...
PBX Admin Guide - Working with Automated Attendants
6. Working with Automated Attendants Automated attendants (“auto attendants”) are automated gree...
PBX Admin Guide - Working with Call Queues
7. Working with Call Queues Call queues are a “waiting line” commonly used for support and sales...
PBX Admin Guide - Working with Time Frames
8. Working with Time Frames Using time frames, you can tell the system about the times when your...
PBX Admin Guide - Working with Music On Hold
9. Working with Music On Hold The system has a Music on Hold feature that plays when callers are...
PBX Admin Guide - Working with Inventory
10. Working with Inventory The Inventory page allows you to manage your phone numbers and phone ...
PBX Admin Guide - Working with Reporting
11. Working with Reporting The Reporting page is where you can view the call history, audit logs...
PBX Admin Guide - Taking a Phone Home
12. Taking a Phone Home Depending on your office’s network configuration, you may be able to use...
PBX Admin Guide - Glossary of Terms
Appendix A. Glossary Term Definition Application Layer Gateway A router compone...
Call Center
Call Center Best Practices
The Netsapiens Call Center inside the PBX requires specific configuration to avoid issues or misc...
Call Center Reports
The portal can generate custom reports about call queues. These reports will give a graphical ove...
Call Center Monitoring
Overview The Automated Telecom WebCentrex Call Center solution provides the monitoring tools and...
Call Center Agent Announcements
Announce to Agent is a powerful way to further assist Queue Agents in preparing for and effective...
Audio Monitoring (Listen, Whisper, and Barge)
Concept Audio monitoring is a phone feature that allows Call Center Supervisors to join a call (...
Call Queue Wait Timer and Show Callers Detail
The Call Center Wait Timer found under the 'Call Center' tab displays the total wait time for a p...
How to configure Call Center Report Emails
Call Center Reports can be customized according to the content and frequency from the PBX by a Ca...
Agents as Users
This article explains how to enable the Agents as Users feature, which allows adding and viewing ...
Call Center Agent Status
A Call Center Agent can set their status by choosing from the available options shown below. ...
Announce Callers or Wait Times for a Call Queue
Call queues often have a configuration to announce the number of callers waiting or to announce e...
Queue Analytics (Wallboard)
Queue Analytics (referred to as Wallboard) allows you to manage, share, and customize Queue/Agent...