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Introduction
The Admin Portal provides as a self-service experience to easily configure features and services assigned to your location or multiple locations such as resetting user’s voicemail passwords, configuring user settings and managing Hunt Groups, Auto Attendants and Call Centers. This guide will take you through an overview of the following features and functions available to administrators through the Admin Portal.
1.
Login
You will be provided an administrator username and password via email when you sign up for your service. Log in to the Admin Portal at the following URL: https://voice.consolidated.net/auth/login/. Enter your Username and Password.
Note: Upon signing in for the first time, you may be prompted to create a new password. Enter in your current password in the Current Password field. In the New Password field, type in a new password. The new password must be at least 6 characters long and contain at least one number. Retype the same password in the Confirm Password field. After making the changes, select Save.
Upon login, you will be routed to the Dashboard and have quick access to the many administrator features. The Dashboard displays the current state of all users, auto attendants, call centers and services assigned to your group. You can also use the dashboard to quickly find users to edit their information, settings and passcode information.
Note: Depending on your license type, your dashboard may not display all the features pictured above.
2.
Resetting Passwords
You can reset a user’s web portal or voice portal passcode. The web portal password allows users to log in to the user web portal. The voice portal passcode allows users to listen to their voicemail from their device or applications. To reset a user’s web portal password or voice portal passcode, follow these steps:
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- From the Dashboard, go to Manage Users.
- From the drop-down list, select the User.
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- Go to Password Reset.
- Select either User Password or Voice Portal Password.
- Enter the password and then re-type the password.
- Select Save. The password will be sent to the user’s email address saved in their profile information.
3.
Users
From the Dashboard, you can configure or set up the following features for users in your company. To do so, follow these steps:
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- Select the Settings icon next to the user to configure call settings. From here, you can configure call forwarding, do not disturb and CCI Anywhere. For additional information on configuring user settings, see the Configuring User Settings guide.
- To navigate to additional settings, select View All Services.
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- You will be routed to a new page with additional service types:
- Incoming calls – Make changes to how calls are routed to a user.
- Outgoing calls – To make changes that impact how calls are placed.
- Call control – Access advanced features for the user (e.g. Anywhere).
- Calling plans – View the calling plan assigned to the user.
- Messaging – Make changes to voicemail and voicemail-to-email settings.
- Client applications – If the user is a receptionist or call center agent or supervisor, you can modify his or her applications here.
- You will be routed to a new page with additional service types:
Note: If you make changes to any of the features on the page, you must click ‘save’ to save your changes. The Save button is located at the top and bottom of the listed features.
4.
Auto Attendants
The Auto Attendant is used to route calls to various destinations, employees within your company, specific groups of employees, voicemail, or other outside numbers – without the assistance of an operator or receptionist. They also provide callers with your company greeting and dialing menu options. Auto Attendant has the following modes. Each mode allows you to set up options one through nine, pound (#), and star (*) to present callers with different choices from which to select:
- Business Hours
- After Hours
- Holiday Hours
To configure Auto Attendant settings, follow these steps:
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- Go to the Dashboard and scroll down to Auto Attendants.
- Then select the Settings icon to expand the menu of options.
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- The three modes (Business Hours, After Hours and Holiday Hours) are displayed on three tabs.
For additional information on configuring Auto Attendant settings, see the Auto Attendant guide.
5.
Call Centers
The Call Center feature is used to route inbound calls to available users (agents) based on configured call routing policies. The Call Center feature includes Call Queueing, which temporarily holds calls in the cloud when all users assigned to receive calls from the queue are unavailable. Queued calls are routed to an available user when he or she is no longer on an active call.
As a Call Center administrator, the Consolidated Admin Portal enables you to self-sufficiently manage call center/call queue settings, modify call routing strategies, and assign call center supervisors and agents. You can access the Call Centers and modify settings from the Dashboard.
For additional information on Call Centers, see the Call Center Configuration guides.
6.
Hunt Groups
A Hunt Group is used to ring a specific group of users in a predetermined pattern within or across locations when a call is made to the Hunt Group telephone number.
As business needs change, the administrator can adjust the following items within the Admin Portal:
- Hunt Group Name and how it displays on the members’ of the Hunt Groups phones
- Settings for Ring Pattern, Call Forwarding, and Not Reachable scenarios
- Assignment of users to the Hunt Group
You can access the Hunt Group settings and information from the Dashboard.
For additional information for modifying Hunt Groups and adding users to Hunt Groups, see the Hunt Group guide.
7.
Meet-Me Conferencing
The Meet-Me conferencing feature allows you to view, manage and delete conferences and conference bridges from within the Admin Portal. As an administrator, you can manage the port limits on a group, manage settings and services assigned to a conference bridge, view call history for a conference bridge, and view and manage the Meet-Me conference dashboard. You can access and modify the Meet-Me Conferencing settings from the Dashboard.
8.
Holiday Schedules
As an administrator, you can create a Holiday Schedule for any holidays that your business is closed for. Once the Holiday Schedule is applied, the system will send calls to your Holiday Hours treatment for any days within your Holiday Schedule. To create or modify Holiday Schedules within the Admin Portal, follow these steps:
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- From the Dashboard, select the Group Profile tab.
- Next, select the Holiday Schedule tab. If a Holiday Schedule already exists, you will see it listed.