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Resetting a Password On the menu bar, click.  Click the name of the user that needs a password change. Scroll down to the Change Password section, and then enter a new password in the New Password and Confirm New Password fields.Note: Password requirement...

3. Working with Active Calls The Home page has an ACTIVE CALLS section that shows graphical and statistical information about current calls. This information updates automatically as active calls change. Topics: Call Graphs Users and Applications Panel ...

4. Working with Users Please ensure that the Username contains an '@' as certain functionalities may not work correctly without it. Users are the extensions on your system. This chapter describes how to add, edit, and import users to the system. System users...

5. Working with Conferences Your Automated Telecom WEB Centrex system includes a Conference Bridge that allows people inside and outside your company to participate in a conference call. Displaying the Conferences Page Adding Conferences Editing Conferen...

6. Working with Automated Attendants Automated attendants (“auto attendants”) are automated greetings with options to route calls. The Automated Telecom PBX Portal has an auto attendant builder that gives you easy access to change recordings and options anyti...

7. Working with Call Queues Call queues are a “waiting line” commonly used for support and sales groups. Callers receive music on hold while waiting for the next available agent. Displaying the Call Queues Page Adding Call Queues Editing Call Queues Del...

8. Working with Time Frames Using time frames, you can tell the system about the times when your office is open, closed, or celebrating a holiday. Time Frames will not be activated until you assign them to either an Answering Rule of a routing user or an Aut...

9. Working with Music On Hold The system has a Music on Hold feature that plays when callers are on hold or waiting in queue. You can precede the first file with an optional introductory greeting. Displaying the Music On Hold Page Adding Music On Hold Ch...

10. Working with Inventory The Inventory page allows you to manage your phone numbers and phone hardware. Displaying the Inventory Page Managing Phone Numbers Managing Phone Hardware Displaying the Inventory Page All inventory tasks are performed f...

11. Working with Reporting The Reporting page is where you can view the call history, audit logs, and content logs for the domain. Displaying the Reporting page Viewing the Call History Viewing the Audit Logs Viewing the Content Logs Displaying the R...

12. Taking a Phone Home Depending on your office’s network configuration, you may be able to use your phone at home. Installing a Phone at Home Troubleshooting a Remote Phone Installing a Phone at Home To install the phone at home, you need an Ether...

Appendix A. Glossary Term Definition Application Layer Gateway A router component that theoretically helps with NAT traversal. In reality, phones can traverse NAT, so ALGs should be disabled. Answering rule A rule that specifies how to ...

The Netsapiens Call Center inside the PBX requires specific configuration to avoid issues or misconceptions with call stats. This article details some of the best practices, and things to avoid when setting up call queues if stats are important to your custome...

The portal can generate custom reports about call queues. These reports will give a graphical overview of statistics for your call center over a given period of time. These reports can be about the call center, the call queues, or the individual agents. To lo...

Overview The Automated Telecom WebCentrex Call Center solution provides the monitoring tools and reporting capabilities needed to manage a typical call center operation. The focus of this capability is found in the PBX portal when logged in using the Call Cen...

Announce to Agent is a powerful way to further assist Queue Agents in preparing for and effectively handling calls. This feature allows the system to play a message before the Queue dispatches the call to the Agent, providing Queue Agents with additional knowl...

Concept Audio monitoring is a phone feature that allows Call Center Supervisors to join a call (barge), whisper to their agent, or choose to listen into the call. Types of Audio Monitoring Join Call (Barge) - Allows the supervisor to join the call, rather...

The Call Center Wait Timer found under the 'Call Center' tab displays the total wait time for a particular call queue, as seen below. The wait time displayed within the 'Call Center' tab includes the amount of time a caller is waiting on the line before bei...

Call Center Reports can be customized according to the content and frequency from the PBX by a Call Center Supervisor user. Follow the instructions below to configure the emailed reports. Log into the PBX portal and navigate to the Call Center screen. Sele...

This article explains how to enable the Agents as Users feature, which allows adding and viewing agents as Users in a queue rather than devices.  The Agents as Users feature is handy when a user has multiple devices and you want a "true count" for how many ...