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User Guide
  • Introduction
  • Version Control
  • Pre-Requisites
  • Getting Started
    • Login Screen
    • Two- Factor Authentication (2FA) Setup
    • 2FA Code Validation
    • Home Screen
    • Menu Navigation
  • Account Management
    • Managing Users
      • User Search
    • Switching the Account View
    • View Account Hierarchy
    • View Service Numbers
    • Managing Payphone Barring
    • Custom Email Settings
    • Site Branding
    • Two-Factor Authentication
      • Revoking 2FA
  • Call Barring
    • Add Call Barring
    • Remove Call Barring
  • Managing Service Numbers
    • Searching for Numbers
    • Selecting Numbers
  • Real-Time Dashboards
    • Getting Started
      • Updating The Current Dashboard
      • Creating a New Dashboard
      • Configuring Tiles
      • Add a New Tile
        • Available Tile Types
      • Managing Tiles
    • Individual Tile Configurations
      • Live Total Tile
      • Live Chart Tile
      • Live Call Outcome Tile
      • Live Top Accounts Tile
      • Live DCA Agent Status Tile
      • Live DCA Call Status Tile
      • Live Queue Tile
      • Favorite Numbers Tile
      • Message Board Tile
      • Live Active Call Status Tile
    • Reset Periods For Data
  • Service Manager
    • Quick Start Guide
    • Creating a Service Plan
    • Opening a Service Plan
    • Saving a Service Plan
    • Validating a Service Plan
  • Service Builder
    • Quick Start Guide
    • Toolbar Functions
    • Call Delivery
      • Call Delivery Options
        • Busy/Ring No Reply
        • Time of Day
        • Missed Call Alert
        • Record Call
        • Override CLI
        • Mid Call Divert
        • Call Whisper
      • Simple
      • Distribution
      • Queue
      • Simultaneous
    • Fax
    • Conference
      • Rooms
      • Host
      • Recording
    • IVR Menu
  • Service Designer
    • Quick Start Guide
    • Toolbar Functions
    • Sub Plans
    • Node Options
    • Dynamic Call Agent (DCA)
      • Creating DCA Services
      • Agent Status Codes
      • DCA Agent Console
    • Node Types
      • CLI Routing
      • Conference
      • Custom CDR
      • Date
      • Dates
      • Day
      • DCA
      • Delete Record
      • Deliver Call
      • Distribution
      • DTMF Capture
      • Dynamic Audio
      • Fax
      • If
      • Insert Record
      • IVR Menu
      • Jump
      • Mid Call
      • Month
      • Multi Outdial
      • Outbound Call
      • Play Audio
      • Post Call
      • Queue
      • Record Audio
      • Select Record
      • Send Email
      • Send Post
      • Set Variable
      • Special Day
      • Start
      • Sub Plan Start
      • Sticky Notes
      • Time
      • Time of Day
      • Update Record
      • Voicemail
      • Voice Capture
    • Print/Export
  • Managing Resources
    • Audio
    • Custom Service Variables
      • Using Send Post and Variables to Affect Call Flow
    • DCA Agents
    • DCA Skill Sets
    • DCA Skill Set Agent Manager
    • Services
      • Assigned Numbers
      • Bulk Number Assignment
      • Version History
      • Change Log
      • Assignment History
      • Bulk Configuration
    • Numbers
      • Managing Call Plans
      • Number Groups
      • Number Assignment History
      • Number Audit Log
    • Service Templates
    • Data Tables
      • Managing Records
      • Import/Export Records
      • Data Table Audit Logs
    • Phone Book
    • Origin List
  • Pulse Reporting
    • Navigating Pulse Reporting
    • How to set your search criteria
    • Scheduled Reports
    • Available Reports
      • Account Service Number
      • Accounts
      • Allocated Numbers
      • Call Records
        • Call Data
        • Queue Data
        • DCA Data
      • Call Summary
        • Calls
        • Outcome
        • Period
        • Minutes
        • Queue
      • Call Minutes By Account
      • DCA Agent Reports
        • Activity Logs
        • Performance
        • Status
      • DCA License Report
      • DCA Call Detail
      • DCA Number Performance
      • DCA Number Performance Interval
      • DCA Skill Set
      • DCA Skill Set Interval
      • Detailed Call Statistics
      • DTMF Data
      • Feature Usage
      • IVR Script Logs
      • Longest Call
      • Multiplan Audit
      • Service Number Audit
  • Settings
  • Logging Out
  • Platform Features
    • Feature Summary
    • Inbound Fax
    • Mid Call Divert/Mid Call Conference (and Speed-Dial)
    • Call Whisper
    • Conferencing
    • Percentage Distribution Algorithm
    • Call Queuing
    • Call Recording
    • Outbound Call
    • Post Call
    • Mid Call Breakout
    • Default Audio
    • IVR Voicemail Retrieval Telephone Service
    • IVR Service Switcher ("Disaster Recovery") Service
    • Dynamic Call Agent (DCA)
  • Data Retention Policy
  • Videos
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Platform Features

This section contains more detail on some of the key platform features and how they can be used.

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Last updated 11 months ago

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