General
End of Support Announcement: Legacy OneCloud Products
⚠️ Important Notice: On January 1, 2026, OneCloud will end support for several legacy products. Please review this article for migration information. Overview As part of our commitment to providing the best possible experience for our customers, ...
OneCloud Professional Contact Center - Analytics Descriptions Reference Guide
Table Settings Options and Descriptions Reference Guide Queue Stats Table Settings Options and Descriptions Call Handling Metrics Call Volume (VOL): Total number of calls originating through a call queue, including answered, abandoned, forwarded, and ...
OneCloud Professional Contact Center - Supervisor Dashboard Settings Menu
OneCloud Professional Contact Center - Supervisor Dashboard Settings Menu The Settings Menu allows administrators to configure key aspects of the contact center experience, including SLA expectations and agent status tracking. General Tab – SLA ...
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 ...
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” ...
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 ...
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 ...
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 ...
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 ...