CloudCall Portal Quick Start Guide. Version 1.1c

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1 CloudCall Portal Quick Start Guide Version 1.1c SYNETY. Studio 4. Phoenix Square. 1 Burton Street. Leicester. LE1 1TB This document is intended as a quick guide for operation of your CloudCall products including CloudCall Enterprise, CloudCall Entrepreneur, CloudCall Click and CloudCall API. As we add new functionality to the CloudCall Portal we will release new versions of this document which can be found on the support portal at 0 P age

2 Contents 1.0 Profile Contact Information Administrator Information Departments and Campaigns Call Settings Service Accounts Service Account Configuration Service Account Information Call Forwarding Follow- Me: Availability Wizard Voic Click devices Voic Messages Call Recordings Call Recordings by Account Call Recording playback Call Recordings Search by Contacts Fax Messages IVR/Auto- Attendant Configuration Menu Configuration Menu Prompts Availability wizard Timeout Prompt Unavailable Prompt Hunt Groups Hunt Group / Extensions Configurations Hunt Group Sequence Support Tickets Reports/Dashboard CDR Reports Staff Reports Contact Reports Real- time Dashboard Contacts Applications Billing Call Rates Buying Hardware and software Adding New Users.224

3 Welcome to the SYNETY Quick Start Guide Thank you for purchasing your CloudCall accounts. This quick start guide will show you how to manage your account settings, add new users and access call management information within your portal. To log on onto your portal please go to Please enter the admin and password, these will have been sent to the address you used on the order form. For example: Click Login and you will be taken into your account.

4 1.0 Profile 1.1 Contact Information When logged in, the first page is the Organisation Profile. Check to ensure we have put the correct address for your company. 1.2 Administrator Information To change the password you use to log on, click Administrator Information tab. From here you can then change your password.

5 1.3 Departments and Campaigns Splitting your users into departments allows you to breakdown calling activity within the Reports/Dashboard and Call Recording sections of the portal. To add and remove departments within your organisation, type the name of the department you wish to add, and add or remove users by ticking the box next to their name. 1.4 Call Settings At whole organisation level, you can change the CLI (number displayed when you dial out) if you have more than one main number. This can be done at individual account level also see 2.2 for more information.

6 2. Service Accounts This is where you will find the majority of the information you will need to get your account working. The screenshot below shows the numbers configured to your account. You will be able to see the number, name allocated if this was provided, their address, type of account, status { red means account not online, green means account is online} and actions. Select a number e.g and click Configure. 2.1 Service Account Configuration Individual user s details will be shown as below. Please do not change the Password that appears under Number - If you have phones supplied by SYNETY this password will already be in the phones and changing this makes your phones unusable as passwords will now be different. If you have your own VOIP phones or you are configuring a softphone e.g. our CloudCall Communicator you will need the number and password below.

7 2.2 Service Account Information In the Call Settings Information heading, the Answer mode is set to Ring, Forward, Voic by default. Under this answering mode the number will ring if it is configured on a desk phone or softphone. If the call is not answered it will forward to another number, if you have this set. If no answer the call then goes to voic . Allowed Identity can be account number, main company number, no number displayed or custom. Custom will allow you to display any number you wish when dialling out. Display name will appear on the handset of any recipient across the SYNETY network, so long as they are using handsets we have supplied. Display name will show internally when dialling internal extensions if using SYNETY supplied handsets. 2.3 Call Forwarding To forward, click on the Call Forwarding Tab. As you can see from above if the landline is not answered, it forwards to a mobile if call is not answered within 10 seconds (Starting Timeout)

8 2.4 Follow- Me: Availability Wizard To change the number, timeout and availability of the call forwarding, click Edit (as above) and change your settings by following instructions on the Availability Wizard screen below. You can override and append time periods to reflect holidays and out of hours options. 2.5 Voic Voic is delivered to the handset, and also delivered as a sound file to the recipient s address. Voic can be password protected, and voic greeting can be recorded from the screen, or a pre- recorded file can be uploaded.

9 2.6 Click devices Click devices are the devices/handsets used when using CloudCall Click applications. These can be any number with a DDI (direct dial), and are ordered as you choose so the default device will be the one listed first. Administrators can alter device list within the portal individual users can alter devices within their CloudCall Click application. 3. Voic Messages Voic messages are stored centrally, so the administrator can access all company voic s from the portal. Individual users access their voic from their handset and/or as determined in Service Account settings.

10 4. Call Recordings Call recordings are easily retrieved in this section. You can search call recordings at individual Account level, by Contact, Call Description or Call Category. Call recordings and call notes made through any CloudCall Click applications will be accessible here as well as in the Click application itself. 4.1 Call Recordings by Account To find call recordings by Account or Group (Department) select from the drop down menu:

11 4.2 Call Recording playback To play back a call recording, click on the green play icon next to the record. You can also play back the recording by clicking View and clicking Play underneath Recording. If a contact name has been added (either manually or by uploading address book see point 10. For contact upload information) you will be able to search back all calls associated with this person. 4.3 Call Recordings Search by Contacts To search by contact in your address book, start typing in a name or number into the Search by Contacts bar and choose dates within which you want to search. All calls to and from the searched contact will then show in the menu as shown below, and can be played back or downloaded as you wish.

12 5. Fax Messages SYNETY offers a fax to service. If you have taken this service with us, your fax messages will be stored in the portal and viewed as PDFs, and sent to an address of your choice. 6. IVR/Auto- Attendant Configuration The IVR/Auto- Attendant is your auto attendant message that your customers will hear before they are connected to one of your agents. This allows the caller to direct their call accordingly. This can be timed and edited instantly. See below for further instructions on setting up your IVR.

13 6.1 Menu Configuration Menu Prompts Here you choose where you want incoming calls directed. Calls can be sent to a hunt group (group of phones, see point 7 for more information), an external number, voic , or an individual extension. 6.2 Availability wizard Availability settings can allow calls to be routed differently depending on time range. See below for Availability Wizard set up:

14 6.3 Timeout Prompt Upload or record a message for your timeout prompt here. It is likely you will choose to Repeat Menu at timeout, giving callers an opportunity to listen again if they missed the menu option they needed at first. 6.4 Unavailable Prompt If IVR is unavailable, e.g. outside working hours you have set, the Not- Active setting will play. Voic is the most common setting here, however you still have the same options as before, so can send the caller to another device like a mobile.

15 7. Hunt Groups Hunt groups are groups of phones that will ring if you have chosen this setting within the IVR. E.g. please press 1 for Sales, press 2 for Support and press 3 for Accounts. One user can be assigned to more than one group. 7.1 Hunt Group / Extensions Configurations To add a hunt group, click Add group and choose the users you wish to assign to the group. To add/remove extensions within a hunt group click on the blue folder icon, and tick/un- tick users. Click Update to save.

16 7.2 Hunt Group Sequence You can choose how the phones are answered within a hunt group. Simultaneous will ring all phones in the group at the same time, Order will ring the phones in the order they are listed via extension, and Least Used will call the least active phone in the group.

17 8. Support Tickets If you are a CloudCall Enterprise or CloudCall Click customer, you have access to telephone as well as support. If you wish to log a support ticket, you can do this through your portal by clicking Create a ticket. You will be placed in a ticket queue and will be notified when your query has been dealt with. Please see our Service Level Agreement document for more details on escalation of support issues. 9. Reports/Dashboard Here you have access to staff and contact reports, CDR reports and a real time dashboard showing live call statistics. All reports/charts can be set to auto refresh every 5 minutes, and the real time dashboard refreshes automatically. All reports can be viewed in chart form, in list form, and exported to an Excel document.

18 9.1 CDR Reports CDR (call detail record) reports show you how much you are spending on calls across the organisation, down to individual user level. If there is no charge for the call because it is within the network, or is not connected for a chargeable period, the call is still listed for your records. See below: See below for graph of call spend across the organisation. To view this, click View Chart under the CDR Reports tab. 9.2 Staff Reports To report on calling activity at staff level, you can split these reports down into individual or department/campaign level by selecting one of the options in the Account/Group tab. You can also search on Call Direction to display data on outgoing, incoming calls or all calls. Staff report chart shows the distribution of a) total duration of calls and b) total distribution of calls across a specified time period and department/group.

19 9.3 Contact Reports Search back through contact reports in the same way as searching back call recordings. Type in a name or number to search back. This search can be narrowed down to individual user level.

20 9.4 Real- time Dashboard The real- time dashboard shows you calls in progress, missed calls, distribution and duration of calls as well as average waiting time for incoming calls and an overview of all calls made and received during the day. 10. Contacts You can upload a contact list from your global address book here, and edit contact details. Contacts that are called through the SYNETY system will then be able to be searched back by name when searching for call recordings or reports.

21 11. Applications All new applications we release will be available to download, with quick start guides, within this section of the portal. If there is a Windows or Mac option you will be asked to select the type of machine you wish to download to. We also offer the CloudCall Communicator which can be downloaded from here. For setup instructions see the separate CloudCall Communicator Quick Start Guide in the support centre. 12. Billing SYNETY operate a real- time billing platform, so at any time you can check the status of your current account balance, how much you are spending, and what is due. You can change card details within this section, and add call credit to your account. At the start of each month there is an invoice created from the current account balance. Once this is paid your account balance is cleared.

22 To purchase account credit you must have a credit/debit card registered to the account. You can pay off a part or all of your balance at any time. If you are registered to pay by direct debit your account balance will be cleared by this method every month. Important: each customer is assigned a credit limit shown below, if the account balance reaches the credit limit you will not be able to make or receive calls. Your credit limit is set at a level to cover you for a month s normal calling. If you get close to your credit limit, the system will automatically send you an to alert you. 13. Call Rates UK and international call rates can be found through our call rate checker by typing a country dialling code, a full number or country name.

23 14. Buying Hardware and software If you wish to purchase more hardware (phones, routers, softphones, headsets etc), you can do this through your portal by selecting the number of items you require. You will be asked to confirm purchase in View Cart before you commit to buying. Once purchase is confirmed, we configure your hardware and post out to you within 48 hours of ordering. 15. Adding New Users If you have new staff members starting and wish to add new users to your account, you can do this here. Type their name, address and the account you wish to purchase for them.

24 Click Continue. Choose a number for your new user; click on the number range you require, then search in the top bar within a range or choose one from the screen. If you don t see a number you like, click the option at the bottom of the screen to see more numbers in the range. You have the option of purchasing international numbers also. If we do not have a number range you require, please contact your Account Manager who will advise as to whether we can provide this for you. Click Confirm Choice. By clicking Buy now, your new user will be allocated an account instantly. If you are also purchasing hardware for this user, this will be sent out usually within 48 hours of purchase (see point 14.) If you are purchasing a CloudCall Communicator licence for your new user, they will be able to start using the service immediately.

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