OneCloud General
Custom Call Center Agent Status
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 ...
OneCloud: Types of Call Queues
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 ...
OneCloud - Pull SIP Registration Credentials
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. ...
Create e911 Notifications
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 ...
OneCloud: How to Change my Voicemail Greeting
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 ...
OneCloud: Wrap up Time for Call Center Agents
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 ...
OneCloud: How to add an Agent to a Call Queue
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” ...
OneCloud: How to Barge/Whisper/Listen In
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 ...
OneCloud: How to Block a Number
To block a number in the OneCloud 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 ...
OneCloud: Enhanced Reporting
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 ...
OneCloud: Call Center Reporting - Reports
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 ...
OneCloud: Call Center Reporting - Email Reports
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 ...
OneCloud: Call Center Reporting - Stats Grid
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 ...
OneCloud: How to Forward a Voicemail to Another Person
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 ...
OneCloud: How to Setup Call Forwarding
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 ...
OneCloud: How can I make the Introductory Greeting play fully before a Call is Dispatched to a Call Queue Agent
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 the Webphone
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
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 ...
OneCloud: How to Change my Voicemail Password
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. ...
OneCloud: How to Access a Different Extension's Voicemail
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 ...
OneCloud: Analytics Wallboard Guide
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 ...
OneCloud: Frequently Asked Questions
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 ...
OneCloud: How to setup Voicemail to Email
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 ...
TelWare Services Status Page
View up-to-date information with TelWare Services on our status page. https://status.telware.net/ To increase transparency and customer service, TelWare created a status page to keep you up-to-date on TelWare services 24/7 at the click of a button. ...
OneCloud: How to setup Voicemail transcriptions to be delivered via SMS
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 ...
OneCloud: Conference Bridge Leader Codes
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 ...