Office Manager Portal Overview

Getting Started –

               Login at manager.televoips.com with the credentials you set up via the welcome email

Once logged in, the above menu will be across the top of your window. You can also access your various TeleVoIPs features in the drop down on the far right.

HOME – 

The home page is a general view of your phone system. Here you can see how many users you have, registered devices vs. total devices, active calls and more.

USERS – 

Here, you can add, remove, and edit users/extensions as needed. You can search for a name or extension number to find the user you need.

You can change the name, email, and e911 information under ‘Profile’, seen below. You can also reset their voicemail PIN.

Updating Users:

Voicemail – Under the voicemail tab, you can clear and manage any messages or greetings. Here you can also change a user’s voicemail-to-email preferences.

Answering Rules - Answering Rules are how you control what devices ring, how long those devices ring for, and what to do with the call if it is not answered.

Advanced – In this tab, you are able to reset a user and send any emails to initiate a password reset.

Phones – Here you can add, view, and maintain any users hard or soft phones. You can see which devices are currently registered, indicated by the green or red circle to the left of the name, or extension. By clicking ‘edit’ on a device you can change its e911 address, the MAC assigned to the extension, and call recording status, if applicable.

By clicking ‘Phone Builder’ this will link you over to the hardware inventory…See details below in ‘INVENTORY - Phone Builder’

As an office manager, you can also change a user’s emergency caller ID. Traditionally, A phone number is assigned a specific address, however, we can create a validated address entry for any remote users that you can select as their emergency address. This is imperative to insure their local 911 dispatch is contacted with the correct information, if an emergency arises. 

*CONFERENCES – 

Conference bridges are used to make conference calls. 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 into the call and cannot speak. The Conference icon will take you to the Conference Center where you can control your organization’s conferences bridges.

CALL QUEUES -
 A Call Queue is a place holder 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. You may have queues programmed for you during on-boarding, but you may find the need to edit or even add more queues as your needs change.

To add a call queue to the domain, click the Add Call Queue button as seen to the right

You will then be taken to the Add a Call Queue window Basic tab as seen here. 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; we recommend you use 7001-7999.

The Ring Type controls how the call is sent to specific devices. Your options are as follows:

Round-robin, Ring All, Linear Hunt, Linear Cascade, and Call Park*

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.

The In-Queue Option 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.

Managing Queue Agents:

               Once you have saved your 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 excepts for the name or extension number, and delete the queue.

Select the ‘Edit Agent’ icon - Here you can add/remove agents to the queue. Modify if they are able to receive calls and how many calls they can receive at one time. You will first need to select if you want to add an agent’s user or phone.*

Setting ‘Wrap Time’ will not send the agent another call from the queue until that threshold has been reached.

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.

If using a Linear Hunt, you can assign the call position per agent with ‘Order in Linear hunt’

Once an Agent is added, make sure you click 'SAVE AGENT' 

*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 user’s answering rules do not control how the call is routed rather than how the queue options are configured to route the call.

TIME FRAMES – 

Time Frames are a set period of time which covers when we want certain events to occur, such as our phone to ring.

We create Time Frames with different time and date ranges so we can apply them to answering rules which then allow you to control how calls are routed depending on the time of the day the call occurs. To view and create your available Time Frames click on the Time Frame icon in the top navigation menu bar. Here you will see all the time frames available for you…Time frames with names in black and without the option to edit or delete are time frames created at the domain level that are available to everyone in the domain to use. You can only edit the time frames with blue name that you created. If you need domain level Time Frames changed contact your phone system administrator.

To Add a Time Frame:

After clicking Add Time Frame button the Add Timeframe window will appear (Seen here to the right) 

You can select time frame should be in effect: Always, Days of the Week, and dates/ranges. See below for a desc.

Always: This option makes this rule always in effect 24 hours a day, 7 days a week, 365 days per year.

Days of the Week: Which allows you to select specific days of the week and the hours in the day you want the time frame to take effect. When selecting this option, the days of the week appear with a check box that allow you select which days you would like the time frame active. Once selected day of the week, a blue bar appears allowing you to slide the ends to when you would like the time frame to stop and start.*

*If you need a break in the day, click the green plus on the right-hand side to add an additional blue line to the day.

Specific dates and ranges: This option will allow you to configure a time frame to be in effect for specific dates. After selecting the Specific date or ranges options you will see the to and from dates as seen below.

You can edit and delete and created time frames as needed – click the pencil to edit, the ‘x’ to delete.

AUTO ATTENDANT – 

Automated attendants (or “auto attendants” for short) are automated greetings with options to route calls. The manager portal has an auto attendant builder that gives you easy access to change recordings and options at any time. Once you have selected ‘Auto Attendants’ along the top of the page, you will see any menu’s you currently have programmed.

To create a new menu, click ‘Add Attendant’ in the left-hand side of the page, below the refresh button. Enter what you’d like to name the attendant, its extension (We recommend using numbers 9001-9999) and time frame (To program a time frame, see the section labeled Time Frames below). Click ‘Continue’

           Each auto attendant can have an optional introductory greeting that plays when a call is directed to the auto attendant followed by the menu prompt.

An example of an introductory greeting might be: "Thank you for calling Acme Corporation. You've reached us outside normal business hours."

A menu prompt might be: “Press 1 for sales, press 2 for marketing, or press 0 for operator assistance.” Separating intro greetings from menu prompts allows you to change greetings for holidays or night-time hours, for example, without re-recording the entire message.

   Programming options – You can set key entries from 0-9, and *. Your options for programming are shown below:

User = goes to a user (extension).
Conference = goes to a conference bridge.
Call Queue = goes to a call queue.
Directory = goes to a dial by name directory.
Voicemail = goes to a specific mailbox.
Voicemail Management = allows outside staff to call in and retrieve voicemail.
 External Number = forwards to an external telephone number (for example, to send caller to on-call staff).
Play Message = plays another message, commonly used for hours and directions.
 Repeat Prompt = replays the menu of options to the caller.
Add Tier = adds a submenu with a new greeting and set of options. Controls allow you to play an announcement and show a caller ID prefix.

*The Caller ID Prefix field also allows you to enter the caller ID you want displayed on outgoing calls from this extension.

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.

Select the ‘Add Music’ button as seen in the righthand corner…This 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.

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.

INVENTORY – 

The Inventory icon is where you can control where Phone Numbers are routed for voice calls. This is also where you can configure devices to user’s accounts and set up Emergency endpoints for e911. Clicking the Inventory icon will take you to the Inventory Phone Numbers tab.

Phone numbers: here, all available telephones numbers for your organization will be listed. You can see the numbers treatment (or application), destination, and notes.

Clicking on the number, allows you to edit its routing, seen to the right here. You can specify announcements to be played when called, add a caller ID prefix, and in some cases set up a delayed start/stop for a number. When adding a number, its important to add notes as to identify the number on a later date.

Phone Builder: Once you have selected the ‘Phone Hardware’ tab along the top you will see all the devices configured on your organization listed. Again, with the green/red circles indicating whether or not that device is registered.

 Select the ‘Add Phone’ button to be prompted for a model, MAC address and extensions. Under the advanced tab, you can assign a specific directory to the device to populate the BLF keys, if applicable. Once you have clicked ‘save’ the device will be listed with the others.

You can edit the parameters set above by clicking ‘Edit’ on the extension. Clicking the gear button, or the ‘Phone Builder’ will allow you to edit the layout of a user’s phone, or apply pre-made templates to your devices. Shown below:

Selecting the ‘Templates’ button in the top right would show the following modal:

 Keep in mind, you will need to re-apply any template to a phone if there have been any changes since it was last applied. Meaning, the configuration file you have built in the manager portal, should be the current one on the phone.

CALL HISTORY – 

The Call History takes you to a list of all the calls made to and from your organization. You can change the date range visible by selecting ‘Filter’ – once in there, you will see you can filter the calls by a few different categories: User, Caller Number, Dialed Number, Call Type.

To export the call history into a csv file, click the ‘Export’ button in the top right of the page, you can also set up a scheduled report to send to your email daily, weekly, or monthly data with custom filters. After the Schedule export has been created you can edit any of the options by clicking the edit icon.