IPC Solutions CM 1.5.1.0 portal guide (admin) v1a

Contents

Communications Manager Version 1.5.1 admin portal guide

Introduction to the Admin Portal

Admin Portal - your central hub for managing and configuring your Communication Manager with ease and efficiency. Designed to empower administrators with comprehensive control, the Admin Portal offers a range of powerful tools and features tailored to meet your organisational needs.

Within the Admin Portal, you'll find a suite of essential functions to streamline system management and optimize performance. From user configuration and group management to call forwarding settings and call recordings, every aspect of your Communications Manager is at your fingertips.

Logging into the admin portal

To access the Admin Portal, simply navigate to the following URL: https://XXXXX.ipcportal.tel/

Please note that you will need to replace "XXXXX" with your Communications Manager Access Code – contact your telephony provider if unknown.

Upon accessing the portal, you will be prompted to enter your username and password which will have been sent to you by email. These credentials will log you into your user portal.

If you forget your password, you can contact your telephony provider support team for assistance with password reset.

Upon your first time logging into the portal, it may ask you to change your password from the temporary one we provided to your own password. Please note that this login will be the same for your user portal and softphone, so if you change the password for one of these systems, you will need to log back into the other systems with your new password.

The parameters to create a new password are as follows:

Password must be more than 8 characters and contain at least 1 number, 1 uppercase and 1 lowercase letter. It may also contain 0 or more of the following characters: !@#$%

Once you have successfully logged in, you will then need to access the admin portal by selecting “admin portal” at the bottom of the menu on the left.

The Admin portal Interface

Features of Admin Portal

User Configuration

The User Configuration page provides a comprehensive overview of all users within the system who possess either a physical phone, a softphone, or both.

Interface layout:

A: User configuration tab

This section shows that you are currently in the User Configuration tab. Selecting other options on this side bar provides access to other functions.

B: User and Device Counts button

By clicking this button you will be able to see the number of Active Users, Number of Desk phones provisioned and Number of Bria Softphone Licenses Provisioned. Note this is not the actual count of users that are currently registered or online, but rather shows the number of licenses you have.

Example:

C: Phone Actions button

This button allows you to perform some actions on one or more handsets that are currently online.

Example: You can select an Extension number and Logout the extension, Login the extension, Reboot the desk phone and Resync the desk phone without physically accessing the device. Note that resyncing a desk phone is required to update phone interface elements after relevant changes have been made to one or more extensions. For example, if a particular extension Name has been changed, both that desk phone and any phone that shows that extension on a line key will need to be resynced to reflect the change. Resyncing phones is safe to do in all circumstances. Rebooting a desk phone should only be done when certain a call in not in progress on the phone.

D: Resync All Softphones button

This button will synchronise phones to update any interface elements that have changed. This will not reboot the phone.

E: Extension Column:

This column displays the unique extension number assigned to each user. Note that an extension can have one or more devices attached.

F: Name Column

Shows the name associated with each extension.

G: Devices Column

This section lists the desk phones and softphones associated with each extension, and the connectivity status of each device. When a call is made to a specific extension/user, how associated devices ring is defined in the User configuration (click the relevant Edit User button).

Checking the connectivity status of users

Each device entry under Column Device is accompanied by a status indicator.

A green label labelled "OK" signifies that the user's device or softphone is presently registered and online.

Conversely, if the label appears as "UNKNOWN" in yellow, it indicates that the user has a provisioned device or softphone, but none are currently online.

A red label of “NOT PROVISIONED” indicates that there is still work to be done by the telephony provider to enable softphone functionality.

Understanding the above Screenshot:

• Extension 1400

  • Name of the user is Reception

  • A Yealink phone and a Bria softphone are provisioned but both are offline

• Extension 1401

  • Name of the user is Manager

  • Two Yealink deskphones are provisioned, but both are offline. A Bria softphone is enabled but not provisioned

• Extension 1402

  • Name of the user is User1

  • A Bria softphone is provisioned but is offline

• Extension 1403

  • Name of the user is User2

  • A Yealink phone is provisioned and offline, A Bria softphone is enabled but not provisioned.

Updating user details and syncing

The user details of an extension can be updated by clicking the associated Edit User button. As explained below:

General

Device Ring

For inbound calls to the system, calls are directed to specific extensions either by manual transfer or by pre-determined configuration. An extension can have one more devices that can be connected (e.g., a deskphone and/or a softphone ). If you have more than one device, it is rare that you wish for these to all ring simultaneously. For example, a user who has a deskphone present and a softphone would normally have the Deskphone ring immediately, then the softphone ring 5 seconds later.

Ring options for each device are as follows:

Voicemail

Each extension can have a voicemail mailbox which makes sense to utilise when any inbound calls go automatically to an extension. It is usual for all systems to have at least one voicemail mailbox set up (normally on extension 1400) to allow unanswered calls to the main number to have voicemail recorded. Note in such cases, the normal practice is for the call to go to a system announcement then flow through to the voicemail mailbox (without playing the specific greeting on that mailbox). If a system is configured with additional Direct In-Dial numbers to allow calls to go straight through to specific extensions, these extensions should have voicemail mailbox configured with an appropriate extension greeting recording via the voicemail facility.

Call Forward

Call forwarding is only relevant where an inbound call is routed to one extension, not where calls go to a group mechanism which rings several extensions.

If you scroll down the “User Edit” pop up window you will see the below buttons

System Call Forwarding

System Call Forwarding enables you to temporarily redirect incoming calls to a variety of destinations such as ring groups, IVRs (Interactive Voice Response), hunt groups, and external numbers. This feature empowers you to customize call routing according to your specific needs.

The System Call Forwarding tab enables you to modify the destination of incoming calls. For instance, if someone calls your main number and the reception is unattended, this tab allows you to redirect that call to a different team within your organisation, to a specific phone number, to an Interactive Voice Response (IVR) system, or to a voicemail message. Updating System call forward destinations and syncing

All groups configured for a system are shown in the System Call Forwarding tab however not all are necessarily in use.

In the example below, the main business number is configured to route to the ring group entity ‘Reception RG’ (Dial Code = *401) during business hours. A ring group is designed to ring one or more phones simultaneously. The configuration of a ring group can be viewed in the Groups tab.

Section A: Group or IVR Name

Shows the name given to the specific group calls come to from one or more DIDs. It helps you identify the purpose of the group as well as its group type (eg. RG = Ring Group). The name of the group can be changed in the Groups tab.

Section B: Dial Code

Is a unique identifier for the group entity and is configured by your telephony provider.

Section C: Destination

Destination is where relevant calls are to be redirected to from the initial group. It could be another internal destination within the system or an external destination like a mobile number. When the destination is defined, the system will redirect calls going to the relevant group (in the example above ‘Reception RG’) to the new destination. Think of it as a system over-ride. Blanking out this field will deactivate call forwarding for this group.

Section D: Save Button

Clicking this button saves the changes you've made to the Destination field and activates the call forwarding over-ride instantly.

Section E: Clear Changes

Use this button to undo any changes you've made to the Destinations. However, it won't erase any previously saved changes or accidental clicks on the Save button

Configuration

Coming back to the example provided by the above screenshot, if you enter a mobile number in the Destination field and save it, all calls coming to the Ring Group *401 will from that time be redirected to the mobile number you entered. After making such a change, it is always a good idea to test the new configuration by making a call on the relevant DID.

System Directory

The System Directory allows external numbers to be entered into the system which serves two purposes:

1. Any inbound calls that match a number in the System Directory will show the associated Name for the number (Caller ID match);

2. The System Directory can be accessed from a deskphone or softphone to make calls looking for a particular name (rather than having to remember the number).

Adding new contacts to System Directory

1. Click on “Add New” Button and enter the information in for one contact.

   

2. Click on Save button to save the new contact to the System Directory
   Note that numbers are converted to international format if not entered that way
   

3. Click on Resync All Softphones to apply the changes to all softphones configured on the system

Deskphones are automatically updated upon Save

Deleting a contact from System Directory

1. Click on

   

   button and then click the Save button to delete a contact from the System Directory

2. Click on Resync All Softphones to apply the update to all softphones configured on the system

Deskphones are automatically updated upon Save

Updating an Existing contact in System Directory

1. You can edit any of the fields in the System Directory simply by clicking the field and entering the new information

2. Click the Save button to save the updated information to the System Directory

Groups

This tab will allow you to view & configure the existing call-handling groups in the System, such as determining the participants of a group

An admin user cannot create new Groups and need to contact their telecommunications provider for where this is required.

Types of Groups

Ring Group:

• Causes incoming calls to ring multiple extensions simultaneously.

• Use Case: Ideal for situations where any of a number of specified staff can handle the call.

• Example: A sales team where any available representative can answer an incoming sales call.

Hunt Group:

• Causes incoming calls to a ring a different extensions on a sequential basis.

• Use Case: Appropriate for scenarios where calls need to be routed through a specific order of agents.

• Example: An IT support team where calls are routed to a primary technician first and then to backup technicians if the primary is unavailable.

Queue Group:

• Manages incoming calls by placing them in a queue until an agent is available to take the call.

• Use Case: Suitable for call centres where calls need to be managed in an orderly manner and distributed to agents based on availability or predefined rules.

• Example: A customer service centre where calls are queued and distributed to the next available customer service representative.

IVR:

• Provides an automated system for callers to interact with, often through a menu of options

• Use Case: Used to direct calls to the appropriate department or service without the need for a human operator.

• Example: A company’s main phone line where callers are greeted with a menu to choose the department they need, such as Sales, Support, or Billing.

Round Robin Group:

• Distributes incoming calls evenly among a group of extensions in a rotating manner.

• Use Case: Suitable for situations where calls need to be distributed fairly among a team to ensure equal workload.Example: A technical support team where each support agent takes turns answering incoming calls to ensure a balanced distribution of workload.

Managing Groups

To make changes to a group, click on the "Edit" button next to the desired group.

This action will open the "Edit Group" pop-up window.

Section A: Group Dial Code

Is a unique identifier for the group entity and is configured by your telephony provider.

Section B: Group Connected Name

This is the name of the group and should reflect the purpose of the group as well as its group type (eg. RG = Ring Group, HG = Hunt Group, QG = Queue Group, IVR = Interactive Voice Response).

Section C: Participants

Here, you can configure group participants ranging from 1 to a maximum of 50.

Adding just the extension number will cause all devices associated with that extension to ring.

Alternatively, you can use specific constructs to dial devices directly, such as {extension}P for Primary Desk phone, {extension}A for Secondary Desk phone, etc.

Section D: “Add New” Button

Click this button to add a new member to the group. You can either select a member from the list or manually enter the extension number.

You can select a member from the list or type the extension number manually

Section E: “Delete” Button

This button is used to remove a member from the group.

Section F: “Delete” / “Save” Buttons

• The "Delete" button removes the entire group along with all its configurations. This action cannot be undone.

• The "Save" button saves the changes made in the "Edit Group" pop-up window.

Editing and IVR

Click “Edit” Next to an IVR and the below screen will appear which will allow you to manage the IVR:

Section A: IVR Identifiers

Group Dial code: This is the unique dial code assigned to the IVR you are editing. It cannot be modified from the admin user profile.

Group Connected Name: The name assigned to the IVR for identification within the system and in call reports.

Section B: IVR Options and Destinations Configuration

This section is the main part of the IVR configuration as this will determine the whole flow of the call that comes into this IVR.

Code:

Numeric key option that callers can select to reach a specific destination.

Destination:

The system destination associated with each numeric code.

Post Announcement:

An announcement played immediately after the caller selects an option. After the announcement, the call is redirected to the specified destination.

Caller ID Name:

The caller ID displayed on the user’s phone to help recognize the type of call being received.

Section C: Other options for IVR

This section allows you to customize various settings related to the IVR system. These settings help manage how calls are handled and routed within the system.

Welcome Announcement:

The Welcome Announcement is the initial greeting played to callers when they reach the IVR. This message should provide a warm welcome and concise instructions or options for the caller to navigate through the system.

Invalid Announcement:

The Invalid Announcement is played when a caller inputs an unrecognized or incorrect option. This message should inform the caller of the error and guide them on how to proceed or re-enter their choice correctly.

Timeout:

The Timeout setting defines the duration (in seconds) the system waits for a caller to make a selection before taking further action. This helps manage situations where a caller may be indecisive or slow in responding.

Timeout Destination:

The Timeout Destination specifies the action or destination where calls are routed if the caller does not make a selection within the timeout period. This could be another menu, a voicemail box, or a live operator.

Timeout Caller ID:

The Timeout Caller ID is the caller identification information used when a call is redirected due to the timeout destination. This helps ensure that the redirected call carries appropriate caller ID details for tracking and response purposes.

External Caller ID:

The External Caller ID is the caller identification information displayed when a call is forwarded to an external number or device. This ensures that the recipient of the forwarded call sees the correct caller ID information.

Comment:

The Comment section allows you to add notes or additional information regarding the specific IVR settings. This can be useful for administrative purposes or for providing context to other users managing the system.

Section D: Delete/Save Button

Delete: This button allows you to remove the current IVR configuration. Use this with caution as it will permanently delete the selected IVR and all of its configurations.

Save: This button saves any changes made to the IVR configuration. Ensure all settings are correct before saving to avoid disruptions in the call flow

MeetMe Conferencing

TBA

Call Recordings

The Call Recording feature in Communication Manager, provided by IPC Solutions, offers administrators the capability to record and access recorded calls for extensions within the system. This feature serves as a valuable tool for monitoring and improving communication practices, ensuring compliance with regulations, and resolving disputes or discrepancies effectively.

Further details TBA

Announcements

What are system announcements?

Announcements are pre-recorded messages that are used as part of the call-handling flow to communicate to callers useful information. Common examples are announcements to:

• Answer calls after hours advising the business hours;

• Play after a period of time of a call not being answered to apologise that the call can’t be answered and to ask the caller to leave a message;

• Welcome a caller to the business and give them options to redirect their call (press 1 for…)

• Notify callers that the business is temporarily closed and to leave a message

• Special recordings with music to promote business services while on hold

Note there is also the ability for greetings to be recorded and played back for personal voicemail. These are not shown here but under the specific user voicemail option.

Recording a new announcement

To record a new announcement perform the following:

Click on the Announcements tab. Your announcement should already be pre-configured ready to go.

Click on the Script icon next to the announcement and create your script. Make sure it is easy to read and is written exactly how you want to say it. IPC Solutions can help you create this. Click Save to save it in the system.

Enter the number of the phone that you wish to use to record the announcement in the Record / Playback text box. Click on the Script icon next to the announcement and select Record . The Record / Playback number you entered above should ring and you can record the message. The script is shown to read from. To give the best recording quality, use the handset rather than a headset.

Click on Refresh List and click on the Play button to listen to your message on your computer or Play on Phone button to listen to your message on the phone

Recording an existing announcement

Deleting Announcement

To delete an announcement from the system Click on “Edit” next to the announcement that you wish to remove:

Then Click on “Delete” button:

Redirecting calls after an announcement is played

You can decide what should happen to a call after the announcement is played. And to do this you need to find the correct destination and enter it below:

Directory Import

The Directory Import feature enables you to seamlessly add contacts to the system by importing data from another platform or system in CSV file format. This functionality also allows you to compile a list of contacts in MS Excel, saving it as a CSV file, and then effortlessly uploading it to the system.

Section A: Upload

This button is used to upload the CSV file that you selected by clicking the browse button in the Section B

Section B: Browse

Click this button to browse for CSV files from your computer

Section C: Text Box

The file name of the CSV file you selected will be shown here

Section D: Write to Directory

Used to save the contents of the uploaded CSV file into the system directory

Note: Click on “Resync All Phones” under phone actions to apply the changes to all the phones

Section E: Download Example CSV File

Clicking this button will download a file that provides you with an example of the layout of the CSV file that is required to be uploaded to correctly add directory contacts.

Call Reporting

The Call Reporting feature on the system is a powerful tool designed to enhance communication management within an organization. This feature provides information on incoming and outgoing calls, assisting in understanding call volume and details.

Using filters

You can use multiple filters to customize the reports as per your requirements.

Number search

This field allows you to search for specific phone numbers within the call data. It can be used to filter the report to include only calls associated with a particular phone number, whether it's an internal extension or an external number.

Call Type

Call Type refers to the classification of calls, such as inbound, outbound, or both. This field enables you to filter the report based on the type of calls you are interested in analyzing.

Sort by

Sort By determines the order in which the call records are presented in the report.

You can choose to sort the data based on two methods: Date and Duration

The default of Date shows calls in the order they happen. Duration shows calls by length of call.

Call state

The Call State field typically includes distinct types or categories that categorize the different states a call can be in

Date From

This field represents the starting date for a specified time range in a report. It allows you to narrow down the scope of the report to a particular date range.

Date To

"Date To" is the ending date for the specified time range in a report. It works in conjunction with the "Date From" field to define the overall timeframe for the report.

Time From

The "Time From" field corresponds to the starting time within a day for a specified time range (that was selected under “Date From” field). You can use this field to focus on calls occurring during a specific time period.

Time To

Similar to "Time From," the "Time To" field sets the ending time within a day for the specified time range (that was selected under “Date To” field). It complements the "Time From" field, helping define the complete time interval for the report.

Generating reports

You can click on “Refresh List” button to generate the default report which shows all calls for the past 30 days, showing the most recent calls at the top.

Example:

If you generate a call report with the filters specified above, the report will focus on outgoing calls specifically to the number 0261404656. It will only include successfully answered outgoing calls, presenting the data in chronological order based on the call dates. The time frame for this report will be from 12:00 PM on December 8, 2023, to 2:00 PM on December 14, 2023. This customized report provides a detailed overview of the organization's outgoing communication activities to the specified number within the defined date and time range, allowing for a targeted analysis of the relevant call data.

Exporting Reports

By Clicking on the “Download Output” you can export the generated report into a CSV file

Exporting a call report to a CSV file is a common practice in data analysis and reporting.

Benefits of CSV Export

Exporting to CSV is beneficial because it produces a lightweight, easily shareable file format.

CSV files are widely compatible with various spreadsheet software and database systems, making it convenient for further analysis, reporting, or integration with other tools.

Here's an explanation of how exporting a call report to a CSV file typically works

Step 1: Generate the Call Report

Generate the call report with the desired filters and parameters, obtaining the dataset that you want to analyze

Step 2: Exporting

Once you have generated the report you need, click on “Download Output”

Step 3: Specify File Location and Name

Determine where you want to save the exported CSV file on your computer or server. You may also need to provide a name for the file.

Step 4: Confirm Export

Confirm and execute the export process. The system will then convert the call report data into a CSV file.

Event Scheduler

TBA