OneCloud: Portal Admin Guide

OneCloud: Portal Admin Guide

Accessing the Portal

You will first need to complete setting up your account using the Welcome Email sent to you by either the onsite installer or TelWare support team.  Once set up, you can access your account by navigating to Myonecloud.com.


Home

Admin’s Home screen provides an overview of active calls, users and applications, and usage statistics. From the home screen, you are also able to quickly navigate between other areas of your phone system. We’ll cover each in more detail.

  • Apps |Click the Apps drop-down to access OneCloud apps such as the Attendant Console, HDMeet, and more. We’ll cover the apps in detail later in this guide.
  • My Account | Click on your name in the top right corner then My Account to open your user portal.
    Note: The User portal is covered in a different guide.
  • Call Center | This is the home screen for the Call Center Supervisor. From this screen, you can access all the contact center features.
  • Users | Create and manage users on your system.
  • Conferences | Create and manage audio conference bridges on your system.
  • Auto Attendants | Create and manage auto attendants on your system. Auto Attendants are interactive voice recordings that allow callers to make selections in order to route their call to their desired destination.
  • Call Queues | Create and manage call queues on your system. A Call Queues is place holders for calls to sit waiting to be answered. A call queue can be configured to ring multiple devices in a certain order or a parking lot for a call to sit and wait until someone retrieves the call.
  • Time Frames | Shows all time frames configured in the system, and allows you to add, edit, and delete time frames and view time frame start and end times.
  • Inventory | Control where Phone Numbers are routed for voice calls and SMS messages. This is also where you can configure devices to user’s accounts.
  • Call History | A list of all the calls made to and from your organization.


Call Center

The Call Center is the home screen for the Call Center Supervisor. From this screen, you can access all of the contact center features. Admin can perform Queue changes in the Call Queues section.


Users
 

User Options

The Users icon will take you to the users center. This is where you can create and manage the users on your domain.

  • Shared contacts | View and edit shared contacts available to the entire organization.
  • Import | Bulk import users from a CSV file.
    Export | Export user data to a CSV template.
  • Add User | Add a new user from scratch.
  • Bulk Action & Delete | Bulk Action & Delete appear if you select multiple users.

User Edit Options

After the user has been created, you can then click on the User’s Name to perform basic actions such as:

  • Edit their profile information.
  • Set their answering rules.
  • Configure their voicemail options.
  • You and add a new phone to the user’s account.
  • Edit or Delete an existing phone.
  • Reset a user. (Typically used when replacing an employee with another employee)
  • Send a welcome email with a link to configure their password and voicemail pin.
  • Force Password Reset.

Profile

Use the Profile tab to configure the profile, caller ID, dial planning, and login password for the selected user.

  • Profile Information | Edit the user’s profile information such as first and last name, department, site, time zone, time format, and directory options.
  • Caller ID Information |View the caller ID information for a particular user.
  • Change Account Security |Edit and/or add email addresses for a user.
  • Change Voicemail Pin | Change the voicemail PIN for a user. The PIN must be 4 characters.


Answering Rules

IMPORTANT:  Most Users do not change Answering Rules or Time Frames. These are considered advanced features.

On 
the Answering Rules page, you may easily adjust how calls flow to your extension with pre-built settings. In the top left-hand corner, you can set your default ring timer before calls are sent to your voicemail.



By clicking the Allow / Block button, you can enter 10-digit phone numbers to block.



To create a new answering rule, click the Add Rule button in the top right. At the top of the new window, you will set your custom Time Frame as well as whether your phone will be in Do Not Disturb or Call Screening, which plays back the Caller ID for the number calling you before your call is connected. You may also control Call Forwarding from this pane.

1. From the Answering Rules page, click Add Rule. The Add an Answering Rule page appears.

2. Complete the fields in the Add and Answering Rule page.

3. Click Save

  • Time Frame 
    - Select the time frame when this answering rule will apply.
    Caution:  Once a Time Frame is deleted, it will not revert back to default settings. Time Frames must be set in order to function. Please remember to add a Time Frame after one is deleted.

  • Do Not Disturb
     - No phone rings, goes straight to voicemail if available.
  • Call Screening
     - Prompts caller to say their name, lets you screen the call before accepting.




    Call Forwarding options.

  • Always
     - Immediately forwards to the number specified.
  • On Active
     - Forward calls to the number specified when you have one or more calls active.
  • When Busy
     -  Forwards calls to the number specified when the terminating device returns a 486 SIP response code.
  • When Unanswered 
    - Forwards calls to the number specified if the call is not answered after the specified ring timeout.
  • Call Forwarding when Offline
     - Automatically forwards if your desk phone loses communication (such as during a power outage). 

  • Simultaneous Ring
    - Rings many phones at once. Check box options allow you to:
    • Include the user's extension
    • Ring all your user's phones
    • Use the option: Answer confirmation for offnet numbers to ensure that a person - not a voicemail - answers simrings to a cell/ landline by prompting the answering party to press 1 to accept the call. An icon to the right of this option allows you to specify a ring delay.

NOTE: A simring rings handsets, not users. So, for example, if 111 is listed, the simring will ring handset 111. If user 111 has a call forward set to their cell, however, the simring will not occur at the cell since simring rings handsets, not users.

  • Just Ring User's Extension
     - Rings just your phone.

Voicemail

When selecting the Voicemail tab, you can customize the voicemail settings of a user. You may enable/disable the voicemail box, adjust how messages are presented, manage voicemail greetings, update the recorded name, and specify the desired voicemail to email notifications.

  • Enable Voicemail | Enable or disable the voicemail by clicking the checkbox next to Enable Voicemail option. A check means voicemail is enabled and unchecked means that it has been disabled.
  • Inbox | Clicking the box next to Sort voicemail inbox by latest first will configure your voicemail to play the most recent voicemail message left as the first message you hear. If this option is not enabled the voicemails will be played in the order they were received. Clicking the box next to Announce voicemail received time configures your voicemail account to tell you the time the voicemail was left when checking messages. Clicking the box next to Announce Incoming Call ID will have your voicemail read the caller ID number to you.
  • Greetings | Under the voicemail inbox options, you will see the Greetings section contains your voicemail greeting and recorded name used in the company directory. You can have more than 1 voicemail greeting and the drop-down box allows you to select which greeting callers will hear when reaching your voicemail. To the right of the message select option, you will see 3 icons for the options to Play the voicemail greeting, Download the greeting, Or Manage Greetings.
  • Unified Messaging | The Email Notification option allows you to select the format of voicemail email notifications that you receive.


Phones

The Phones menu will display registered devices for the selected extension (mobile app, desk phone, & web phone.)

You can edit the buttons displayed on a phone’s screen, however, some of the buttons have been preprogrammed and cannot be changed. Buttons that cannot be edited will display a lock to the right of the button.

To edit a phone’s buttons, select the gear next to the device you wish to edit and press “Yes” on the confirmation pop-up. You can now edit the buttons on a phone using the ellipsis button. In the top right you will see a directory where you may edit how contacts are displayed. TelWare has preprogrammed some of these buttons and cannot be changed.

 

Advanced

The Advanced menu will allow you to reset a user or send that user a welcome email.


Conferences

Conference bridges are used to make conference calls. A telephone call in which someone talks to several people at the same time. The conference calls may be designed to allow the called party to participate during the call, or the call may be set up so that the called party merely listens to the call and cannot speak.


Add Conference

Create a new conference bridge by clicking Add Conference and then filling out the fields displayed in the window.


Conference Options
  • Dedicated Conference Bridge | The Dedicated conference bridge options create a conference bridge that only you will be able to modify.
  • Owned Conference Bridge | Clicking the box The Owned Conference Bridge options creates a conference bridge that the owner can modify. For an owned conference bridge, the system will ask you for the extension of the owner.
  • Direct Phone Dial | The Direct Dial drop-down is what you will dial to reach the user’s conference bridge directly. If you have available phone numbers, you can assign them to the conference bridge by selecting them from the drop-down.
    Note: If you do not see any phone numbers in the drop-down that means there are no available phone numbers and one must be added to the inventory by your administrator or you can select a number already pointing to another destination and reconfigure to point to the conference bridge.
  • Leader Pin | The Leader PIN is what people who will be administering the conference bridge enter when joining the conference. Leaders can enter star codes to manipulate the behavior of your conference bridge.
  • Participant Pin | The Participant PIN is what people that we just want to be able to join the conference bridge without having any elevated privileges and only be able to listen and speak when unmuted.
  • Minimum Participants To Start | Minimum participants to start will keep the music on hold playing until the minimum participants have joined the conference bridges.
  • Conference User Experience Options | Control the user experience when a caller joins the conference bridge.
  • Require A Leader | Require a Leader to start will keep the music on hold playing for all parties until someone joins the conference bridge and enters the leader pin.
  • Prompt All Participants For Their Name | Prompt all participants for their name will ask the user to record their name and play the recording to people already in the conference bridge when joining.
  • Announce Participant Arrivals/Departures | Announce participant arrivals/departures will play the recording of the user’s name when people enter or exit the conference bridge.
  • Delete Conference Bridge | To delete click the red x that appears to the right of reports and the edit option.


Auto Attendants

Auto Attendants are interactive voice recordings that allow callers to make selections in order to route their call to their desired destinations.  The most common use case for an Auto Attendant is having the main company phone number pointed to an Auto Attendant. When callers then call into the business, they can be routed to the party they are trying to reach by listening to the menu prompt options or dialing a user’s extension directly.

 Link to a 3rd-party professional greetings service, SnapRecordings.

 Create a new Auto Attendant.

The Add an Auto Attendant window will appear. Name the Auto Attendant and give it an extension.  Then select a Time Frame for the Auto Attendant to be in effect. Click Add to create the Auto Attendant.

Note: The extension cannot be changed once the Auto Attendant has been created.


Intro & Menu Prompts

Record Intro and menu prompts. Intro prompts cannot be skipped. Menu Prompt allows you to upload the audio of your auto attendant letting callers know what digits will route them to what application or destination.


Auto Attendant Options

The Gear Icon takes you to the options settings for the Auto Attendant to control the caller’s experiences. Enable Dial by Extension allows you to enable calling an extension directly from the Auto Attendant if the caller knows the user’s extension number. If no key is pressed allows you to select a dial pad menu option, repeat the menu prompt recording, or hang up the call if no digit is pressed when the caller is in the Auto Attendant. If an unassigned key is pressed configured what to do with the call if the caller does not press any digits when in the auto-attendant and what do to if the caller presses a key that is not configured in the dial pad.



Dial Pad Options

Call Queues

Call Queues are places for calls waiting to be answered. A call queue can be configured to ring multiple devices in a certain order or a parking lot for a call to sit and wait until someone retrieves the call. To navigate to the Call Queues center, select Call Queues from the manager portal navigation icons. If the domain has any Call Queues configured, you will see them displayed here.


Add a Call Queue 

To add a call queue to the domain, click the Add Call Queue button. You will be taken to the Add a Call Queue window Basic tab.

 Create a Call Queue.



Basic Tab

The basic tab will ask you for basic information needed such as the name you would like to give the queue and extension number. The Extension number cannot be changed once the queue is created.


Ring Types

The Ring Type controls how the call is sent to specific devices. Calls are sent to specific devices instead of users so their Answering Rules will not route to an undesired destination.

  • Round Robin  | Routes callers to the available agent that has been idle the longest so the agents that have not received a call in the longest amount of time will receive the call.
  • Ring All  | Simultaneously rings all available extensions in the queue. The first agent that answers get connected with the caller.
  • Linear Hunt  | Linear Hunt calls agents in a predefined order. The order is defined when editing the queue’s agents after the queue has been created.
  • Linear Cascade | Linear Cascade routes calls to groups of available agents in a predefined order. The order is defined when editing the queue’s agents after the queue has been created.
  • Call Park  | Call Park allows users to send callers to an extension to wait until the call is retrieved by the person sending the call o the parking lot or by another user on the system. Selecting Call Park will not display Pre Queue Options or In Queue Options. Nor will the options to select a phone number for direct dialing, recording calls, or collecting statistics.

Direct Phone Numbers

You can select a phone number that will route directly to the Call Queue being created if your organization has any available phone numbers.


Record Calls

Yes, will record all calls that are routed through the queue.


Statistics

This option will collect statistics for the queue being created and provide information to the Call Center Supervisor.


Message to Agent

After the queue is created you can click the edit icon and the option to record a message that will be played to the agent every time the agent answers a call from the queue will appear.


Pre Queue Options Tab

If you select any other ring-type than Call Park the Pre Queue Options tab will appear. The Pre Queue Options are a set of conditions that must be met before the queue will accept the call. If any of the conditions are not met the call will be forwarded to the destination in the Forward if unavailable field.

Require Agents | Enabling Require Agents will configure the queue so agents must be signed in or the call will be forwarded to the forwarding if unavailable destination.

Require Intro MOH | Setting Require intro MOH (Music on Hold) will play the first recording in the Music on Hold directory of the queue to the caller when they enter the queue.

Max Expected Wait | Max Expected Wait allows you to add a cap to how long the hold time can be for callers. If you set a time and the Max Expected Wait time and it is exceeded for a new caller entering the queue the caller will be sent to the destination entered into the forwarding if unavailable field.

Max Queue Length | This Allows you to set a cap of how many callers the queue can have waiting at one time. If a Max Queue Length is set and a caller attempts to join the queue it will forward them to the destination entered in the Forward if unavailable field.

Message to Agent | After the queue is created you can click the edit icon and the option to record a message that will be played to the agent every time the agent answers a call from the queue will appear.

Allow Callback Option | The Allow Callback options allow for callers entering the queue to save their place in the queue and receive a call from the system when an agent is available.

Forward if Unavailable | The Forward if unavailable field forwards calls to the destination entered if the queue has reached its expected max wait or the max queue length limit has been reached. Clicking next will take you to the In Queue Options tab.


In Queue Options Tab

The In Queue Options tab allows you to control how the call is handled if the call meets all Pre Queue Options and the call is accepted into the queue. This tab will change based on the ring type selected.

Queue Ring Timeout (seconds) | Queue Timeout is a time limit that can be set for how long a call will remain in the queue before being forwarded to the destination entered into the forwarding if unanswered or voicemail of the queue. Moving the blue bar to the right will increase the amount of time in 5-second intervals. Move all the way to the right for unlimited. Which will permanently keep the call in the queue until someone answers or the call disconnects.

Agent Ring Timeout (seconds) | Agent Ring Timeout allows you to configure how long each agent in the queue phone will ring before moving on to the next agent. This option will not display if the call type of the queue is Ring All.

Initial Agent Group to Ring | This option will appear if Linear Cascade is the selected call type. This adds an additional group of agents to ring when the Agent Ring Timeout is reached. The queue will ring the first group of agents and added agents with the chosen order or lower to simultaneously ring. You will see the option to assign an order to the agents after the queue is created on the Edit Agents page under the Order in Linear Hunt option that appears.

Logout Agent on Missed Call | Logout agent on missed call option will log an agent out of the queue if a call from the queue goes unanswered.

Forward if Unanswered | Forward if unanswered option allows you to enter a destination for calls that are not answered. This could be another user’s extension number, another phone number, another queue, or auto attendant.

Enable Voicemail | Enabling Voicemail will create a voicemail box for the queue and allow callers to leave a voicemail if no Forward if unanswered has been set.


Managing a Call Queue

Clicking Save will create the Call Queue. You will then see the call queue displayed with your other call queues. To the right of the queue name and extension, you will see the ring-type selected for the queue and an overview of how many callers and agents are in the queue. You will also see the options to Add Agents, Edit the Music on Hold, Edit any of the options selected when creating the queue except for the name or extension number, and delete the queue.


Edit Agents

The Edit Agent icon will take you to the Edit Agents page. Here you can add agents to the queue. Modify if they are able to receive calls and how many calls they can receive at one time.

  • Agent Phone | The Agent Phone field is where you enter the device of the agent you want to receive calls from the queue. You add agent’s specific phones you want to ring and not users so the users answering rules do not control how the call is routed rather than how the queue options are configured to route the call.
  • Status | Status has two options, Online and Offline. If an agent is online they can receive calls from the queue. Offline will add the user however they will not be sent queue calls. This is useful when you want to assign Call Center Supervisors to a queue that you want them to manage however not take calls from.
  • Wrap Time | Wrap Time will not send the agent another call from the queue until that threshold has been reached.
  • Max Simultaneous Calls | Max Simultaneous Calls allows you to configure if the agent can receive multiple calls from the queue and how many totals they can receive at one time.
  • Order In Linear Hunt | If an agent is being added to multiple queues, Queue Priority decides which queue will ring the agent when calls are waiting in multiple queues for the agent to answer.
  • Queue Priority | Assign the call queue agent to that position in the linear hunt order to ring.
  • Request Confirmation | Will inform the agent they are receiving a call from the queue and to press 1 to accept the call. If calls are routed to an off-net number and request confirmation is not enabled the phone receiving the call voicemail could answer the call preventing the call from going to the next agent in the queue.
  • Auto Answer | Auto Answer will have the call automatically answered by the phone being sent the call.
  • Save Agent | The Save Agent button will add the agent’s phone to the devices that will ring when there is a call in the queue.


Edit MoH (Music on Hold)

After the queue is created you can click the edit icon and the option to record a message that will be played to the agent every time the agent answers a call from the queue will appear.


Time Frames

By clicking Time Frames in the navigation bar, you can create a new Time Frame as well as view existing time frames. To create a new time frame, click Add Time Frame. You will then be presented with 3 options of Always, Days of the week and times, and Specific Dates or ranges. Time frames can be used to adjust your answering rules.

You are presented with two additional options for Filtering and Exporting the call history. By selecting Filters, you may choose either a range of dates or a specific date you would like to gather data from. To further analyze your calls, you may input a Dialed Number, or the number of an external caller dialed to reach you. If you do not know what was dialed, you may choose to search your call records by selecting a call type of Inbound, Outbound, or Missed.


Inventory

The Inventory icon is where you can control where Phone Numbers are routed for voice calls and SMS messages. This is also where you can configure devices to users’ accounts.

  • Phone Numbers Tab | Clicking the Edit icon next to the phone number will allow you to change control what or application will be handling the call.
  • Treatment |The treatment drop-down allows you to select what application is going to be handling the call such as a User, Call Queue or Auto Attendant.
  • Available Number | This option will keep the number available and will have the phone number appear in the drop-down for application options offer for a direct number to be selected.
  • User (BLF) | Select a user’s extension in the organization to route the calls to. This setup is often called a DID (Direct Inward Dial).
  • Conference | Select a conference bridge to send the call to.
  • Call Queues | Call Queues will allow you to select a call queue to route the phone number to.
  • Voicemail | Send the caller to a voicemail. You will also see the option Enable enhanced voicemail to appear. When enabling it will allow the caller to press 0 to be routed out of the voicemail box.
  • Auto Attendant | Select which Auto Attendant you would like the call routed to.
  • SIP Trunk | Route calls to another SIP trunk if any are configured for your organization.
  • PSTN Number | Route the call to another phone number for the call to be sent to. Helpful if you need to route calls to a 3rd party call center.

    Enable Time Frames - 
    The Enable Time Frame Option will allow you to configure the phone number to route the call to different destinations throughout the day based on the time frame selected. After selecting yes, the Select time frame for the new rule and Time zone dropdowns appear. Here you select a time frame from the drop-down then select the application and destination you would like the call routed to.

    Caller ID Prefix - 
    You can add a prefix to the caller ID before sending it to the destination to help relay information to the person receiving the call such as which telephone number the call came in over.

    Notes allow you to add a description to the telephone number that can help you identify what this number is used for in the future.


SMS Numbers Tab

The SMS Numbers tab will allow you to point numbers provisioned to allow SMS messages to a User’s extension number on the system. Clicking the edit to the right of the number will bring up the Edit window and allow you to select the destination you would like to route the SMS messages to.


Phone Hardware Tab

The Phone Hardware tab will list all the devices configured in your organization.


Add Phone

You can add phones to your organization and point them to Users by clicking the Add Phone button. When you click on the Add phone button the Add Phone window will appear.

Select the Model of the device we want to add from the drop-down menu. Then enter the MAC Address of the device. The user field will appear and allow you to select a user you would like to associate the device with. The Notes field allows us to add additional information we may find helpful.


Call History

By clicking the Call History navigation button, you may view all incoming/outgoing/missed calls to the organization.


Filter

The Filter button will  open the Call History Filters window and allow you to filter for calls from a specific:

  • User
  • Caller Number
  • Dialed Number
  • Call Type

So only those calls that met the Filter criteria Export Call History To export the call history into a csv file click the Export button. 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.


Export Call History

To export the call history into a CSV file click the Export button. 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. On the Schedule New Export page, you will see the field to name the scheduled export.


Music on Hold

Music on Hold is what callers hear when their call is placed on hold or waiting in a queue to be answered. Music on Hold can be applied to a specific User, specific Call Queues, or the entire organization.


Adding Music on Hold

Add Music button will allow you to upload music the entire organization can use. It must be in an .mp3 or .wav file format. Click the Browse button and locate the file on your computer and name the file, then click the Upload button.


Prioritizing Music on Hold Play Order

After the files have been uploaded you can drag and drop the song in the order you would like them to play. Songs are played in a top to bottom order unless the organization has Randomize Music on Hold enabled.


Music on Hold Settings

After the files have been uploaded you can drag and drop the song in the order you would like them to play. Songs are played in a top to bottom order unless the organization has Randomize Music on Hold enabled.

  • Enable Music On Hold | Clicking this option and adding a checkmark will enable Music on Hold. Unchecking it will stop music on hold and callers will just hear ringing.
  • Randomize Music On Hold | Enabling this option will have the music on hold files play in random order. If this option is not enabled music will be played from the top to bottom order the files are listed in.
  • Play Introductory Greeting | This option will allow you to play a message to callers entering the queue before they start ringing agents in the queue to be answered.
  • Greeting Name | The Greeting Name is the name of the file being uploaded or recorded as the introductory greeting message.
  • Length | This tells you how long the introductory greeting is.
  • New Greeting | Here you can select the options to upload an introductory greeting or record a message by having the system call you at the destination entered.

Custom Music On Hold

Although TelWare does not specialize in custom music on hold, we have partnered with SnapRecordings. SnapRecordings has over 100 professional, industry-leading voice talents available. Snap Recordings specializes in professional message production for business phone systems. Their voice-over talents are experts in phone system message narration and deliver the highest quality reads in the industry.

Purchase custom music on hold using the Custom Music On Hold button. 


Call Center
 

The Call Center is the home screen for the Call Center Supervisor. From this screen, you can access all of the contact center features.


Adding Music on Hold

Add Music button will allow you to upload music the entire organization can use. It must be in an .mp3 or .wav file format. Click the Browse button and locate the file on your computer and name the file, then click the Upload button.


Prioritizing Music on Hold Play Order

After the files have been uploaded you can drag and drop the song in the order you would like them to play. Songs are played in a top to bottom order unless the organization has Randomize Music on Hold enabled.


Music on Hold Settings

After the files have been uploaded you can drag and drop the song in the order you would like them to play. Songs are played in a top to bottom order unless the organization has Randomize Music on Hold enabled.

  • Enable Music On Hold | Clicking this option and adding a checkmark will enable Music on Hold. Unchecking it will stop music on hold and callers will just hear ringing.
  • Randomize Music On Hold | Enabling this option will have the music on hold files play in random order. If this option is not enabled music will be played from the top to bottom order the files are listed in.
  • Play Introductory Greeting | This option will allow you to play a message to callers entering the queue before they start ringing agents in the queue to be answered.
  • Greeting Name | The Greeting Name is the name of the file being uploaded or recorded as the introductory greeting message.
  • Length | This tells you how long the introductory greeting is.
  • New Greeting | Here you can select the options to upload an introductory greeting or record a message by having the system call you at the destination entered.

Custom Music On Hold

Although TelWare does not specialize in custom music on hold, we have partnered with SnapRecordings. Snap Recordings has over 100 professional, industry-leading voice talents available. Snap Recordings specializes in professional message production for business phone systems. Their voice-over talents are experts in phone system message narration and deliver the highest quality reads in the industry.

 Purchase custom music on hold using the Custom Music On Hold button. 


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