Supervisor Guide to UGS

Cloud Call Center Web Portal

TABLE OF CONTENTSWelcome to Unified Global Solutions..................................................................................... 2Getting Started……….................................................................................................................. 2Home Screen.............................................................................................................................. 3User management ..................................................................................................................... 4Creating a New User ................................................................................................................. 5Editing User Profile.................................................................................................................... 6Adding Answering Rules .......................................................................................................... 9Configuring Voicemail Settings............................................................................................... 12Managing Greetings ................................................................................................................. 13Adding/Editing/Viewing Phones..............................................................................................15Conferencing ............................................................................................................................ 16Auto Attendants ....................................................................................................................... 18Editing Attendants ................................................................................................................... 22Call Queues ............................................................................................................................... 23Adding Queue agents................................................................................................................ 27TimeFrames............................................................................................................................... 29Music on Hold ...........................................................................................................................32 Inventory ....................................................................................................................................34Call History ............................................................................................................................... 36Removing a call history filter................................................................................................... 41Exporting Call history............................................................................................................... 41Scheduled Exports......................................................................................................................42Contact Information ................................................................................................................ 45

WELCOME TO UNIFIED GLOBAL SOLUTIONS

On behalf of Unified Global Solutions, we would like to take this opportunity to welcome you as a new customer. We appreciate your business and look forward to a lasting relationship.

In this document, we have included all the information you will need to ensure a successful introduction to the UGS Phone platform as an administrator. If you have any questions, please do not hesitate to reach out to your sales representative or assigned project manager.

GETTING STARTED

To start out with all users provisioned by Unified Global solutions with Voicemail on their profile will be configured with a default system greeting and the pin to access the user’s box will use a pin of 951753. This pin can be reset by the user after initial login to their voicemail box at which time they can also configure a personal greeting for their voicemail box.

In your web browser, enter the portal address listed here. https://core1-daltx.ugsvrs.com/portal/ This will bring up the login page as seen below where you will enter your assigned login name and password that was provided by your project manager. This portal will allow you to manage your users, provision new phones and call components.

Once you have entered your provided credentials click the blue login button.

HOME SCREENThe home screen is a high-level overview of current activity and statistics for your organization. From this view you will see Call Queues, Active Calls, Callers Waiting, Idle Agents, and quick Statistics. On the right of the screen a contact box will appear with other users in your domain. Clicking the phone icon next to a name will connect your phone to that contact.

USER MANAGEMENT

On the Users screen you will see a search box; this will auto complete as you type in either the name, extension or department of a user to quickly filter and allow you to edit the users profile and answering rules.

CREATING A NEW USER

To create a new user, click the blue button labeled Add User from the Users screen, as seen in illustration above. Each new user will need to have the following information populated before the account may be created:

· First name

· Last name

· Numeric extension

· Email address for voicemail notifications

If a physical device is to be provisioned for this user, check the box Add Phone Extension. When entering a password, make sure that it is numeric so the user may access their settings via the IVR, if desired.

Fields notated by black border are required fields to successfully add user profile.

EDITING USER PROFILE

To edit user profile information, select a user and click Profile. From here, you may edit basic information and add more specific information to the user, like time zone and department. To remove the user from the audio and basic directories, uncheck the appropriate boxes in the Directory setting. Finally, in the Change Password section, the password may be reset if the user has forgotten their password; there is no way of providing the user’s current password. From this profile tab, Profile information may be added or modified.

· Directory options may be configured for the user to be dialed by name or listed within the Contacts section of the basic user portal.

· Enter the Area Code of the user; this is used by the system when processing a local seven-digit call.

· There are options for setting Caller ID and Emergency Caller ID. Emergency Caller ID will be utilized for an emergency call from the account.

· In the Change Password section, the password may be reset if the user has forgotten their password; there is no way of providing the user’s current password.

If a user forgets their voicemail pin or portal password it must be reset by the company phone manager or by contacting Unified Global solutions support line at 214-838-1378 option 2 or submit a case online from the link below. https://ugs.supportbee.com/portal/sign_in

ADDING ANSWERING RULES

From this tab Answering Rules are configured and edited. Answering rules allow the user to set call flows specific to time of day or week, or even specific dates. After selecting the Answering rules tab click the edit option (circle with pencil to the right) to adjust current answering rules.

After selecting the edit option, you will receive a popup as illustrated below that will allow you to modify answering behavior. Once the modifications desired have been made apply changes press the blue save button in the bottom right as seen in illustration below.In the example shown above, an answering rule has been created that will be effective all the time; when a call comes in the system it will simultaneously ring the user’s extension as well as the user’s cell phone if they do not answer their extension. If the user has more than one device, you would need to check Ring all user's phones for all phones to ring when a call is placed to the user. If Do not disturb is selected, then all calls are routed to the user's voicemail box. For Call Screening, the system will ask the caller to record their name; a call is then placed to the user and they have a choice of answering the call or sending it to their voicemail. For Call Forwarding there are a few different options:

· Always - if selected, this is the ONLY rule that the system will process when the call comes to this user

· When Busy - if the user's device returns a busy signal, this option will be processed

· When Unanswered - if the user does not answer the device, this option will be processed

· When Offline - if the device ever becomes unregistered, this option will be processed For Simultaneous Ring, the system can ring all the user’s phones, other user devices and even off-net numbers (non UGS provided numbers). In order to add more simultaneous ring locations, click on the green plus sign.

For Simultaneous Ring, the system can ring all the user’s phones, other user devices and even off-net numbers (non UGS-provided numbers). In order to add more simultaneous ring locations, click on the green plus sign.

Once the Answering Rules have been created, this is what will be shown on the Answering Rules page. The Active label shows the answering rule that is currently in effect.

Upon clicking on the Allow/Block button, a new dialog box will pop up. Enter numbers you wish to Allow and Block.

CONFIGURING VOICEMAIL SETTINGS

From this tab various Voicemail Settings are configured. From here, you may easily enable

or disable voicemail at any time. Here you may sort how messages are announced and

sorted when retrieving archived voicemails, as well as clear older messages. You may also

clear all data (voicemail messages, greetings, music on hold and recorded name) This is

useful in the event the user profile is reassigned, and the box needs to be reset or cleared

for a new employee.

· (Please keep in mind that once the clear data has been selected all data is gone. Please be very sure that all messages and other settings are backed up before clearing data as once this action is taken there is no way to reverse if you realize a saved message was needed)

MANAGING GREETINGS

Users can manage what callers hear when they are directed to voicemail under the Manage Greetings tab. Users can either record a new greeting directly from their workstation or upload a previously recorded greeting (file must be in .wav file format). If you want to upload a previously recorded file, click the button with a speaker icon to the right of voicemail greeting as seen below.

Once you click the button to open the voicemail greeting you will be able to record a new file or upload a saved file from your local machine. After you have browsed to the local file on your machine and selected it, provide a name for the file you want to upload. Last you will then press the blue button labeled upload to complete the upload of the voicemail greeting file from your pc to the UGS phone system.

If you don’t have a file recorded but want to record a greeting for a voicemail box, you can have the system place a call to you so you can record and save your new greeting.

Finally, from this tab users can select the format in which email notifications of a voicemail message (if configured) are sent. Options that are sent with a hyperlink and/or in brief format are for the purpose of reducing the size of the email that is received. There is also an option to keep the message as a new message, move to saved or move to the trash.

ADDING/EDITING/VIEWING PHONES

If a phone extension was added at time of user creation, this may be viewed from the Phones tab. Information on the device type, MAC address and line to be assigned may be entered by clicking on the device name hyperlink.

From this tab you may also add another phone or device (ATA, softphone, etc.), for a user (useful if a user has a home office and work office and needs 2 hard phones).

Keep in mind that all the devices should be included in a simultaneous ring group to

avoid any missed calls. To verify phones selected for simultaneous ring, please consult the

Answering Rules section. After the phone has been added you can see the phones that are assigned to the user extension and whether the device is registered or not as seen below. (Green circle with checkmark means phone is properly registered and ready for calls. Red circle with x means device is not registered and ready to make or receive calls).

CONFERENCING

It is important to note that conference bridges are devices much like a desk phone or a softphone. This means that a conference bridge may be the single device of a user OR it may be one of multiple devices belonging to a user. For this reason, conference bridges may only be created when they are assigned to a unique user.

To create a new conference bridge, simply click on Add Conference. You will need to enter a name and user for the conference bridge before this request will process. Once a bridge has been created, it may not be reassigned to a new owner.

Leader and Participant PIN options are not required but may be used to add security by specifying who may and may not enter the call (Participant PIN) or to invoke special mid conference actions (Leader Pin). Users may also set the minimum participants required to begin the call; until the specified number is reached, all participants will hear music on hold (that of the conference owner, if applicable). The last few options specify whether a leader has to login before the call may begin and whether participants will be prompted for their name, which may be played when they arrive or depart.

Once the conference bridge has been added, specific bridge information will be accessible

on the Conferences page. If a call is active, portal users may click the number in the

participant’s column to see who detailed information on active participants and dial in

information. (Dial in # and Pin).

AUTO ATTENDANTS

Auto attendants allow callers to automatically be transferred to an extension without the intervention of an operator or receptionist. This is especially useful for general business numbers and may be configured in the portal to use customized answers depending on time of day or week.

To add a new auto attendant select Add Attendant

You will then receive a popup to begin creation of the new auto attendant call component as seen below.

Enter the name you would like the attendant to be called and the extension you wish to associate with the attendant. Next, select the time frame you would like the attendant to be authorized (timeframe will determine specific hours of certain days or a span of days that the auto attendant will be active. Example: Monday-Thursday 5pm-8am, or July 7–July 25. See the Timeframes section below). If you do not already have a time frame created, select Default (all the time) until you create a desired time frame. To provide callers with introductory information before the call forwarding script plays. An example script could say: “Hello. Thank you for calling ABC Company. You have reached us after hours. Please stay on the line for more options.” Click Continue. If you would like to record an introductory greeting, click the speaker icon. This will open the Manage Audio box to record or upload the audio file you want played when the auto attendant is called.

You will now have the option of selecting a Menu Prompt (a Menu Prompt is an

Automated description of which options correlate to specific numerical keys). You will

have the choice of uploading a previously recorded menu prompt or recording a new

menu prompt from your workstation. This recording will describe what options are

available via the number keys.

You will then be able to select which option you desire to correlate with the individual

numerical keys.

· User - Sending the caller to a user’s extension

· Conference - Sending to a conference bridge (enter the bridge name or extension). The conferencing feature must be built to have this option.

· Call Queue - Enter call queue name or assigned extension to activate. You may

choose to announce the number of callers in queue, average expected wait time, or

no announcement.

· Directory -The company directory menu will play when option is chosen by the

caller

· Voicemail - Sending the caller to a user’s voicemail

· Voicemail Management -The user will receive a voicemail management prompt

when 5 is pressed. They will be required to enter their pin code to access this

feature.

· External Number - A 10-digit phone number may be assigned to call when the

caller chooses this option.

· Play Message - A recorded message will be played when this option is chosen by

the caller. The user may manage the audio by recording a new greeting or

uploading a file. From this menu; the user will choose to repeat the greeting prompt,

hang up, or follow one of the other assigned dial pad options after the message

plays.

· Repeat Prompt -The same options will be repeated when this assigned dial

number is chosen.

· Add Tier -With this option, you may add an additional tier dial pad menu.

Example: “For the directory press 1, for sales press 2, for accounting press 3.”

In our example above, we select the 1 icon and then select Directory from the applications.

Press the 2 icon, select User and enter the extension of the sales department. Press the 3

icon select User and enter the extension of the accounting department.

The Options button provides the Option to enable Dial by Extension via the check box

(enabling Dial by Extension, will allow the caller to key in the extension of the user they

are trying to reach without having to wait for the directory or other prompts.). Options

also lets you choose what happens if the caller does not press a numerical key, or should

they choose an invalid key.

Click Done to save your settings.

EDITING ATTENDANTS

You may edit an existing Auto Attendant by clicking on the name or the edit icon.

This will allow you to make changes once you have created the attendant, without having to build a completely new attendant if you want to update a greeting or call routing options after the initial creation of the auto attendant component.

CALL QUEUES

Call queues may be added from Call Queues screen.

The Call Queues tab will give you an overview of how many Call Queues your organization

has, and the number of agents logged into each queue.

There are 5 different queue options that can be built. The five queues are Round Robin,

Ring All, Linear Hunt, Linear Cascade and Call Park. The different queue behavioral

functions are described below.

· Round Robin (longest Idle) Calls will be offered to the available agent in queue

that has been idle the longest.

· Ring all Incoming calls entering the queue will be offered to all available agents at

the same time and all agents’ phones will ring.

· Linear Hunt Routes callers to available agents in a predefined order. The order is

· defined when editing the queues agents.

· Linear Cascade Routes calls to groups of available agents in predefined order. The

order is defined when editing the queues agents.

· Call Park Places the caller on hold until an agent retrieves them.

To add a queue once you click the call queues icon you will click the blue Add call queue and provide a name and extension and then select a department if you choose and select the queue type. You can then select a direct # if you choose and whether to record calls or not and if you want call statistics for the queue then click next.

On the second tab Pre queue options you can set whether this queue requires agents to accept and route calls you can set the queue to play on hold music or provide caller with ring back. If you want an intro message on hold it can also be set here. You can set the Max expected wait time and max queue length. Additionally, from this tab you can choose if you want to enable a call back option or not. You can also set a forward if unavailable destination. After setting desired settings click next.

The next tab is the In-Queue options

This tab will allow you to configure the Queue ring timeout which determines how long it will attempt to reach an agent before an exit code is attempted.

Agent ring timeout allows you to set how long to attempt an agent before moving to next agent.

Logout on missed call can be set to yes to log agents out of the queue if they miss a call.

You can set a destination to forward if the call isn’t answered by an agent before the timeout.

From this tab you can also set if voicemail is an option for this queue or not.

Once these options have been set click the blue add button to add the queue.

Once added, the Call Queues screen should look like this:

By clicking on the “Callers in Queue” column you may see exactly who is waiting in the queue. From the “Agents” column you may see who is assigned to that queue and who is currently available.

ADDING AGENTS TO QUEUES

Agents are added by clicking in the “Agents” column. On-net (within network) agents are

added as follows:

You will then get the box showing current agents assigned to the queue and their status at the bottom there is a button to add new agents to the current queue (in this case the customer service queue which is listed at top of page).

Once you click the add agent button you will be presented with the options seen below to identify the agent to add and set wrap time and how many simultaneous calls for the user and SMS sessions if you have enabled SMS. Also, from this screen you will set the queue priority for this agent. After setting these settings press the blue save agent button to add the agent to the queue. After your done adding agents to the queue press the Done button at the bottom of the dialog window to exit edit agent mode.

TIMEFRAMES

Timeframes allow an office manager to set the time and days of the week the system is

active. For example, if an office is closed on Mondays, you may set the system to only be

active on the other days of the week, with an out of office message playing on Mondays.

There are three different timeframes that may be created:

1. Always

2. Certain days of the week and times; e.g., work hours

3. Specific dates or ranges; e.g., observed holidays or vacation schedules

The first timeframe to be created is an Always timeframe. This will apply when no other timeframe is applicable. (Using this typically works well for afterhours). Once you label to clearly identify what the timeframe is for hit the blue save button.

For a Business Hours timeframe, select Certain days of the week and times and check the days that are to be used. Move the sliders to accommodate the range you wish to set. If

you wish to split the range; e.g., morning and afternoon; click on the green plus sign. This

allows you to set two-time ranges within one day. Continue until your timeframe has been

configured, then click the blue Save button.

For specific date ranges, select the Specific dates or ranges radial and specify a beginning and ending date. If setting a timeframe for a holiday that only lasts one day, enter the date of the holiday in the box on the left AND right sides and then press the blue save button.

To set multiple date ranges, select the green plus sign to the right of the entry field.

MUSIC ON HOLD

To adjust audio that callers hear while in hold queue, click the Music on Hold tab. Click on Settings. From here, you may decide whether you wish to enable music on hold or not; and whether you want the music to be randomized or not. There is also an option to set an introductory greeting. This is useful in the example of a call queue; e.g. "Thanks for calling ABC Company. Please continue to hold for the next available agent. For faster service, you may visit us on the web at www.abccompany.com." This introductory greeting, in .wav or .mp3 format, may be uploaded or manually recorded as with voicemail and auto attendant greetings. Once this is done click Save.

Music files are added by clicking Add Music. After pressing the add music you will be presented dialog box. From this dialogue box press the browse button to access your pc files, browse to directory containing the music/audio file on your computer that you wish to upload. Optionally label the file using the song name field and click Upload.

It is possible to reorder the Music on Hold files via drag and drop if you wish for them to be played in a specific order. The system will prompt you to approve these changes before they are saved. When all changes have been made, click Save at the right of the screen.

INVENTORY

The inventory tab provides you as a manager a quick way to manage all your DIDs that you have with Unified Global Solutions from the Phone Numbers Tab. From this option you can see what DIDs you have actively assigned to a user or call application. From this view you can see which of your DIDs are available for assignment to a user or call application. If you decide to repurpose a number, you can simply click the number and update the treatment to point it to a user or call application or forward it to an external number using the PSTN option for external forwards. Once the changes have been set click the Blue Save Button to apply settings to the DID.

SMS Numbers: This tab will show a summary for all the DIDS that are configured for Texting functionality and destination that line points to.

Phone hardware: This tab shows MAC address of the device, its model and registration status. Clicking the hyperlink will show all extensions that are assigned to its various line buttons. There is also a Notes field that may be used to hold any pertinent, descriptive information.

There is also a filter function to be able to find a specific device by searching using a mac address, phone brand/model, extension or notes.

CALL HISTORY

To see a complete call history for the domain, click the Call History tab. From this screen you may filter calls based on date range, user or extension, department, caller number, dialed number or call type (Inbound, Outbound or Missed). Date required for all searches.

The illustration below shows an example of a search using a date range filter to locate

the call records within that date range.

To filter by user, on the main call history page click on the Filters button on the left side of the screen. Select the date range and then click in the Users field and input the user, name or extension you want to filter and pull call data for. When the date range and user you wish to filter upon is input, click the blue Filter button to query and return results for that user during specified time range.

This search example would list all calls to and from extension 1145 as well as missed calls for the date range 11/1/2019-11/7/2019.

To filter by a specific dialed number, after clicking on the Filters button on the main

page enter the number upon which you wish to filter in the Dialed Number box.

Your filtered list will now look like this:

For a call type filter, after clicking on the Filters button on the main page, choose the call

type you would like to filter. Your choices are: Inbound, Outbound or Missed calls.

Your call history is now filtered by call type. (in this illustration we filtered to inbound calls).

REMOVING A CALL HISTORY FILTER To remove a filter, click on the x on the right edge of the blue box with the filter

information you want to clear.

EXPORTING CALL HISTORY

Once you click the Export button on the Call History main page the history will be downloaded to your pc. The file will be downloaded in .csv format.

SCHEDULED EXPORTS

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. This is a more comprehensive option for gathering call history statistics and can allow you to have recurring reports once its initially configured to run on specified increments.

On the Schedule New Export page, you will see the field to name the scheduled export. Then the Type of export:

Monthly

Will let you select the Day of the month.

Weekly

Will let you select the Day of the Week and Time of Day to Start

Daily

Which will allow you to select the time you want the report started.

Custom

Will allow you to select the period you want to capture. The time you would like the export to start. The Time Zone you want the export call times to be in. Then allow you to configure if you would like the export to repeat and at what interval to repeat.

Allow run this export immediately

Run this export immediately will send an export as soon as the scheduled export has been created.

Email Notification

Will send the email address entered an email letting them know the schedule export has run.

Options tab

The options tab will allow you to filter for just a specific extension. Select if we want the export to include Inbound Calls, Outbound Calls, Headers, or filter for Off-net Calls Only. You can select the format of the csv file.

After the Schedule export has been created you can edit any of the options by clicking the edit icon. Download the scheduled export.

CONTACT INFORMATION

If you encounter any issues with your system, please contact our support department. Our staff is ready to assist with any problems that may arise.

Phone: For all support calls, use the following number:

Sales: +1-214-838-1378 option 1

Customer Support: +1-214-838-1378 option 2

Open Order Status: +1-214-838-1378 option 3

Billing Issues: +1-214-838-1378 option 4

Email: The main support e-mail is: support@unifiedglobalsolutions.net

Ticket Portal: To submit a ticket through the customer helpdesk, login to: https://ugs.supportbee.com/portal/sign_in

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