OneCloud General
Custom Call Center Agent Status | OneCloud Support Portal
Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions such as "lunch", "break", and "available". By using a custom status, the Supervisor has increased granularity on call center reports. Note that custom ...
Types of Call Queues in OneCloud | OneCloud Support Portal
Call queues are beneficial to managing high call volume. They organize agents into groups (and optional tiers) to streamline the flow of incoming calls. Callers also benefit; through the use of music on hold and announcements, the caller is comforted ...
Pull SIP Registration Credentials | OneCloud Support Portal
Occasionally you may need to pull the SIP credentials for a given extension to register a 3rd party application or if you're configuring a user for OneCloud Teams Connector. In this guide we will go through the process of pulling this information. ...
Emergency Information | OneCloud Support Portal
This article explains how to configure local notifications to be sent when somebody calls 911 in an office, healthcare, or other group situation. In addition to alerting the authorities, notifications should be sent on-site so that immediate care or ...
How to Change My Voicemail Greeting | OneCloud Support Portal
1. Access the mailbox by pressing the Message key or by dialing 5001. 2. Enter your password followed by the # key. 3. From the main menu, press 6 to change your greetings. 4. Press 1 to record greetings. 5. Enter the number of the greeting you wish ...
Wrap-Up Time for Call Center Agents | OneCloud Support Portal
Note: To edit the wrap-up time for a call center agent, you must be a Call Center Supervisor or Office Admin. When a call center agent finishes a call from the queue, they could use the time to finish typing up notes, do any reporting, or reset their ...
Add an Agent to a Call Queue | OneCloud Support Portal
1. First, navigate to the Call Center Page. You’ll see your Call Queues listed. 2. Select the “Edit Agents” icon next to the call queue you wish to edit. A pop-up will display the agents currently in that Call Queue. 3. Pressing the “Add Agent” ...
Barge, Whisper, or Listen In | OneCloud Support Portal
This article will guide you through using OneCloud’s Barge/Whisper/Listen In features. Only the following user types will have access to the features: Office Manager Site Manager Call Center Supervisor NOTE: a Desk phone is needed to be able to ...
How to Block a Number | OneCloud Support Portal
Log into your account at myonecloud.com Select Answering Rules from the top of the OneCloud WebClient. Click the Allow/Block button located towards the upper right-hand side of the page. Once the Allow/Block popup window opens, locate the Blocked ...
Enhanced Reporting in OneCloud | OneCloud Support Portal
Enhanced Reporting is an add-on module to any OneCloud system to gain instant access to many different reports. Enhanced Reporting has many reports built-in that can be rerun on demand or that can be scheduled to send out automatically via email. In ...
Call Center Reporting Overview | OneCloud Support Portal
The OneCloud portal can generate custom reports about call queues. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This ...
Call Center Reporting Email Reports | OneCloud Support Portal
Introduced in v39, call center report emails to give call center supervisors or office managers (with call center functionality enabled) the ability to request emails in a variety of formats and time windows. The emails themselves are brandable and ...
Call Center Reporting Stats Grid | OneCloud Support Portal
Note: This guide is intended for Call Center Supervisors, Office Managers, and Resellers. Basic users will not be able to view the stats grid. Access the Stats Grid directly from the OneCloud Portal homepage, click the Call Center icon from the top ...
How to Forward a Voicemail to Another Person | OneCloud Support Portal
To forward a voicemail using the web portal: 1. Go to your account at myonecloud.com and log in. Note: If you are an office manager, you’ll need to log in then click your name in the top right and select “My Account” from the drop-down. 2. Click on ...
How to Set Up Call Forwarding | OneCloud Support Portal
Via Voicemail To access your mailbox: 1. Press the Message button or dial 5001. 2. Enter your password followed by the pound key. 3. Press 4 to Change Greetings. 4. Press 2 to set Forwarding Destination 5. Enter the number you wish to forward calls ...
Introductory Greeting Fully Before Dispatching Call | OneCloud Support
There are often times it is important to play a greeting, message, or notification, in its entirety, to the caller prior to the queued call actually being dispatched to the Call Queue Agent. 1. In the OneCloud Manager Portal, navigate to Call Queues. ...
OneCloud Contact Center for WebPhone | OneCloud Support Portal
OneCloud has had extensive call center capabilities available through the portal for users who manage or participate in call queues. These statistics and features are now available on the WebPhone. The functionality is on by default, and available ...
OneCloud Call Parking in WebPhone | OneCloud Support Portal
Starting in v42, you will be able to use call park in your OneCloud browser-based WebPhone. A new menu has been added to monitor your parked calls: Calls can be added to your desktop work area as well. You can dynamically, or selectively park calls ...
How to Change My Voicemail Password | OneCloud Support Portal
To change your Voicemail Password: 1. Press the MESSAGE button on your phone or dial 5001. 2. Enter your password followed by #. 3. Press “5” allows you to edit current Options. 4. Dial 1 to Change your Password. 5. Follow the prompts to complete. ...
Access a Different Extension's Voicemail | OneCloud Support Portal
To Access a Different Extension’s Voicemail from a desktop phone, mobile application, or softphone: 1. Dial 5000 (Do not use the message button on your phone) from your desktop or mobile app. 2. Enter the account number (extension) of the mailbox you ...
Analytics Wallboard Guide | OneCloud Support Portal
Welcome to the call center analytics user guide. This article has been designed to help familiarize you with the basic layout, as well as guide you through creating an analytics board and some advanced features. Accessing the Analytics Board Note: To ...
Frequently Asked Questions (FAQ) | OneCloud Support Portal
How do I edit a username on OneCloud? To Change a User’s Name: Navigate to myonecloud.com and log in. From the OneCloud Portal Homepage, click the Users tab. Locate the user of which you’d like to change names. Click the Pencil icon located to the ...
Set Up Voicemail to Email | OneCloud Support Portal
Administrator Administrators have access to set up Voicemail to Email for anyone in their system. To set up Voicemail to Email as an Administrator: 1. Click the Users tab from the web menu. 2. Select the user to view their profile. Note: Checking ...
OneCloud Status Page
View up-to-date information on our OneCloud status page. status.onecloud.com To increase transparency and customer service, OneCloud created a status page to keep you up-to-date, 24/7. From outages to scheduled maintenance, all system data will be ...
Set Voicemail Transcriptions to SMS | OneCloud Support Portal
From the OneCloud home screen, click on the user drop down menu and select Profile. See picture below. Scroll down to Change Account Security and find the Email Address bar. In the email address section add in the phone number you wish to receive the ...
Conference Bridge Leader Codes | OneCloud Support Portal
This article outlines the available Mid Conference actions, performed via Star Code if logged into a Conference Bridge as a Leader. Star Code Description *6 Toggle Self Mute On/Off *71 Recording On *72 Recording Off *91 List Participants *92 Toggle ...