Administrators Portal – Odin – Call Flow Visualizer Admin Guide

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1.

About this Document

As a valued customer, you can now visualize your ProConnect services through our easy-to-understand Call Flow Visualizer. This Admin Guide is designed as a quick reference to help you view your configurations and understand the diagrams. Please note: This document is not a Calling Platform User Guide that explains all the features and technical specifications of the calling platform. We recommend referring to our ProConnect ODIN Guide for more information.

2.

System Requirements

Lexcen Visual Call Flow Configuration is a web-based portal that will require internet connectivity to access the application through the following supported web browsers:

• Chrome
• Edge
• Safari

Which can be accessed from any device that supports the above browsers, including:

• Windows-based computers
• Apple-based computers
• Android or Apple Smartphones and tablets may be used; however, it is not supported.

For best performance, use the latest version of the selected browser.

https://proconnect.consolidated.com/administrators-hub/

3.

How to Log In

To visualize your Call Flow services, please go to https://proconnect.us.lexcen.com and enter your ProConnect Admin username & password you use to access the ODIN portal.

Please Note:

1. If the user credentials are not active on the platform, then you will not be able to log in.
2. If you experience any errors logging in, please email Customer Support at commercialproconnectsupport@consolidated.com.

After successfully logging in, your configuration data will be imported and displayed in the summary Dashboard as shown below.

4.

Navigation Tabs

There are two navigation tabs:

1. Summary: Provides a summary of the Enterprise or Group in the visual data panel, based on the option selected from the side menu. The Dashboard side menu option in the Summary Tab is the default upon first login, displaying a summary of the customer solution in the visual data panel.
2. View: Visualize all your Call Flow configurations currently live on your platform within your Enterprise/Group, which are listed in the side menu under each Group.

5.

Summary Tab

On the Dashboard tab, you see a summary of your organization, with dashboard metrics at the top of the page. Below this, a table of users is listed under each location. Each location is represented by an expandable card that you can collapse and expand to reveal the information specific to that location.

The side menu on the left-hand side provides several organizational-level settings and configurations that you can view, which we have detailed below under each menu option.

6.

Dashboard

Provides a summary view of your locations (ODIN Groups) and the associated users per location, displayed in the table. Without clicking, you can see the key service Settings & Configurations of each user.

You can select an individual Location to explore more detailed information by clicking the View icon in the Location title bar to expose the Location Side Panel on the right-hand side of the screen. Select each sub-menu to view additional information.

7.

Monitoring

This displays Monitoring (Busy Lamp Field) settings at each Location (Group), with users displayed in expandable table cards. You can search for a Location (Group) by typing the Location Name in the search bar beneath the sub-menu tabs.

Under this tab, we have expandable table cards displaying the Busy Lamp Field (BLF) settings for each “Monitored By” User, under each Location (Group) expandable card.

Monitored By: This refers to a user who can view the BLF (Busy Lamp Field) status of other users assigned to them. These other users are referred to as “Monitored Users.” The order in which they are displayed in the table reflects the order in which they appear on the Monitored By Users’ device.

Monitored Users: This is the list of Users that the “Monitored by” user is monitoring, which is listed under the 'Monitored By Users' section, as shown below.

8.

Schedules

This displays the complex events configured in the platform through a simple visual “Calendar” view, whether Business Hours or Holiday schedules. The Schedules are displayed under three separate tabs – Customer, Locations & Users as shown below:

a) Live View: See the Business or Holiday events in a simple weekly calendar, with the green denoting Opening times and red denoting holiday events when closed. Each day has a calendar block similar to those found in Outlook or Google Calendar.

You can select a date in the future by clicking the drop-down and clicking on the future date, or simply the < or > buttons next to the date to advance per day/week or Month, depending on what view you have selected on the calendar. This is extremely helpful when looking into the future to see if, for example, the system is set to open on Christmas Day, when you want it to be closed.

b) Business Hours or Holiday Events: View the Business or Holiday events in the traditional event list table by selecting the “Events View” option. The events will be listed according to the selected schedule

c) "User By": This tab lists all the Action Controls that are using this schedule in a simple table, so that if any changes are made, it is obvious which elements in your call flow will be impacted.

9.

Announcements

This provides you with a list of all the Location (Group) level announcements currently in the platform, all listed under each Location (Group). To view a Location (Group) list of announcements, expand the location card by clicking the right arrow next to the Location (Group) Name. This may take a second or two to load from the platform.

This simplified view not only displays the list of announcement files, but it also allows three quick actions:

• “In Use” – Denoted by the icon. This column allows you to see at a glance if the Audio file is in use. Hover the mouse over the icon and the tooltip will display what Action Controls are using the announcement.
• “Play” – Click the icon and listen to any of the announcements in your organization.
• “Delete” – Allows you to remove the announcement from the platform. Announcements can be deleted from this list individually, only if the Action Control is not using the Announcement.

10.

Numbers

This provides you with a list of all numbers, including the individuals assigned to them, their location, and their activation status on the platform for your organization.

The activation status of each number is displayed in the “Activated” column, with Activated numbers denoted by icon and Inactive numbers denoted by .

11.

Call Flow View Tab

This tab allows you to visualize all your Call Flow Configurations that are currently live on the platform for your organization, which are listed in the side menu under each Location (Group).

Click the call flow in the menu that you wish to view. The selected call flow displayed is highlighted in blue in the side menu.

Each call flow will have a green tick denoting that the call flow is active and error-free. Any call flow that has an orange exclamation mark next to it indicates that the call flow is either incomplete or has a looping call flow configuration. Further details on the Call Flow Error Detection are described below.

12.

Call Flow Search

Lexcen has a unique search function that allows you to search all the call flows in the Locations/Groups below.

Enter a Phone Number, Extension, First Name, Last Name, or any text into the search field and click <ENTER> to search call flows. The call flow list per Location/Group will be filtered only to display call flows containing the searched item. Click each call flow, and the Action Control and icon containing the searched item will be highlighted in orange.

13.

Call Flow Error Detection

When viewing Call Flows in Lexcen, you will instantly be able to see which call flows are active and error-free, denoted by a green tick . Any call flow that has an orange exclamation mark next to it indicates that the call flow contains an error.

This unique error detection identifies the following errors in the Call Flow:

• Looping Call Flow: Call flows that contain Action Controls pointing back to Action Controls previously in the Call Flow.
• Incomplete Call Flow: Action Controls that have forwarding settings enabled with no Action Control configured.
• Inactive Number: Any Action Control in a call flow that has an inactive number will be highlighted as a warning.
• No Phone Number or Extension: This occurs when a Hunt Group or Auto Attendant is configured with no phone number or extension, which our error detection algorithm detects.

14.

Call Flow Pan & Zoom

You can pan around the call flow diagram simply by clicking and dragging your mouse cursor or using the vertical & horizontal scroll bars to the right or bottom of the Visual Data Panel. Alternatively, zoom in or out by clicking the zoom buttons on the title bar.

15.

Last Update

This is the time and date stamp of when the data was imported from the platform, currently displayed in the call flow. You can click the button, which will extract the latest configuration from the platform and draw the newest call flow on the screen. The “Last Update” time and date will be refreshed.

It is important to note that when multiple users modify a call flow simultaneously, their changes will not be visible to others until they refresh the page.

16.

Action Controls

Call flows are composed of a series of interconnected Action Controls that have unique settings and configurations, linking them together. These Action Controls are displayed in Action Control Boxes, which include the following components.

To view these settings and configurations, click on any Action Control, and it will expose the Action Control Side Panel. Tip: Your cursor will change to a pointer, and the Action Control Box border will be highlighted when it is clickable.

17.

Action Control Side Panel

The Action Control icon and type are displayed in the header bar of each side panel, along with the button denoting that this is active on the platform. Consistent across all Side Panels below the header bar is the Action Control label assigned, Phone Number/Extension, and Department.

All side panels have selectable submenus that display the various information contained under each selected submenu. When a submenu is selected, it is highlighted with a blue underline. To close the side panel, click the bottom right-hand side of the side panel.

Please Note:

1. The call flow diagram is still able to be panned around with the cursor whilst the side panel is open – click and drag the mouse.

Interactive Tool Tips:

The icons displayed in each Action Control box are interactive tool tips. Hover the mouse over the top of each icon, and the tooltip will display the setting configuration. The agent icon displayed in Hunt Groups or Call Queues will display the list of agents selected for this Action Control.

18.

Connectors

Connectors are a series of icons displayed between Action Controls to denote the call configuration & settings. Most are interactive, allowing you to visualize the information via a tool tip display instantly. Move your mouse cursor over any connector, and data will be populated in the Tool Tip.

19.

Play Announcements

If you have uploaded custom welcome greetings or announcements in any call flow, you will see a blue play icon. Clicking this icon will play the announcement when the player pop-up appears, as shown.

If default announcements have been chosen, they will be denoted by the grey play icon and are therefore not clickable to play. Below is an example call flow that shows a custom announcement and a default announcement.

20.

Call Flow Export & Call Flow Configuration Report

Anywhere a Call Flow diagram is displayed in Lexcen, you can now export a copy of the Call Flow Diagram and the corresponding Call Flow Configuration Report, simply by clicking the export icon displayed in the header bar.

If you click the icon, the diagram will be displayed in a new browser tab next to the current Lexcen tab. In parallel, the Call Flow Configuration Report will be compiled and exported to a PDF, which will appear in your browser's downloads list or your File Explorer (Windows) or Finder (Mac OS) default download location. From here, it can be opened in your default PDF reader and printed via the normal process.

21.

Printing the Diagram

To print the diagram drawing from the new browser tab, you will use your browser's print function. When selecting a print option, you will need to adjust your page settings and layout accordingly.

In “More settings” for Chrome or Edge, you will need to make sure that the “Background Graphics” checkbox is selected, otherwise some of the icons may not display in the print preview. You may also need to adjust the paper size and scale to fit the diagram on a single page.

22.

Glossary of Terms & Definitions

• Action Control(s): Describes a Group Feature or user (including Virtual Users) configured in a call flow. Call flows are a series of connected Action Controls.
• Action Control Box: A box drawn on the call flow diagram for each Action Control, displaying the icon, name, label, phone number and/or extension, and settings via interactive icons. Boxes are connected via connectors.
• Connectors: Icons drawn between Action Control boxes that describe call flow connections.
• Connecting Actions: The next Action Control in a call flow, based on configuration settings.
• Group Features: Platform-specific group tools like Auto Attendant, Hunt Groups, and Call Queues.
• Workspace: The interface displaying the Summary & View tabs with Call Flow Configurations.

23.

Icon Definitions

Icon	Name	Description
	Information	Tool tip provides a description or explanation of the setting or action it is associated with.
	Validation	Highlights any missing mandatory data or if the data entered is not valid.
	Call Flow Error	Highlights any errors identified in any of the Call Flows, which are displayed in the Action Control box.
	Auto Attendant (AA)	Action Control icon for AA Basic or AA Standard.
	Hunt Group (HG)	Action Control icon for Hunt Groups.
	Call Queue (CQ)	Icon for Call Centre Basic, Standard, or Premium queues.
	User	Action Control icon for any User, including a Virtual User.
	External Number	Icon used to denote an External number.
	Group Voicemail	Icon for Group Voicemail in Webex only.
	Workspaces	Icon for Workspaces Professional or Common Area users in Webex only.
	Add Connecting Action	Indicates a connecting action setting is active but not configured.
	End Call	Denotes the call terminates at this point.
	Voicemail	Used when the call path ends in voicemail.
	Business Hours	Icon denoting Business Hours schedule in a call flow path (shown in tooltip).
	After Hours	Denotes Non-Business Hours schedule, shown in tooltip.
	Holiday Schedule	Denotes holiday hours in a call flow path.
	Night Service	Displays the schedule of when the Night Service path is active.
	Play Announcement (Default)	Used when a default announcement is selected or when Webex prevents playback.
	Play Announcement (Custom)	Indicates a custom announcement that can be played.
	Agent	Shows where the call is delivered to agents of a Hunt Group or Call Queue.
	Busy	Shows the busy call path when configured.
	No Answer	Displays the no answer logic and delay (e.g., 10 seconds before forwarding).
	Call Forward	Displays the call forward option to the next Action Control.
	Call Forward Unreachable	Configured call forward path when unreachable.
	Call Forward Selective	Schedule-based forward logic with rules.
	Call Forward Selective Criteria	Tool tip showing the rule set for selective forwarding.
	Transfer with Prompt	Used when "Transfer with Prompt" is selected.
	Transfer without Prompt	Used when "Transfer without Prompt" is selected.
	Extension Dialling	Used when the caller can dial an extension if known.
	Number Dialling	Used when the caller can enter a number if known.
	Transfer to a Sub Menu	Used when a submenu is required (Auto Attendant Standard only).
	Transfer to Operator	Caller is transferred to a User.
	Transfer to Voicemail	Caller is transferred to voicemail to leave a message.
	Play Announcement	Plays an announcement from a menu selection (Auto Attendant Standard only).
	Return to Previous Menu	Used when caller is sent back to previous menu.
	Repeat Menu	Replays the menu options for the caller.
	Exit Menu	Used when the caller exits and ends the call.