FAQ Panels

If a call recording is considered to be missing, make sure that at the moment of the call the call recording option indeed was activated for the user. Please, take into consideration the following: - The short code to turn on/off recording in call is a toggle code, meaning dialing combined with the ‘On demand’ setting it will activate recording for the call, dialing combined with the ‘Always’ setting it will deactivate recording for the call. - In case the call recording setting of an Exte...

Contacts will be notified when the Limits are reached in the following cases: - Provider’s limits are reached: Contact E-mail notification? Provider Billing contact Provider Technical contact Yes Yes - One-layered Reseller’s limits are reached: Contact E-mail notification? First layer Reseller Billing contact Second layer Reseller Technical contact Provider Billing contact Provider Technical conta...

The upload of new Extensions can fail for the following reasons: - Incorrect file format: for your convenience an example file is available in the Company Panel. - Invalid data: e.g. an invalid email address, please make sure the email address is valid and does not contain white spaces or invalid domain extensions. Also don’t use text values in numeric fields. - Missing data: e.g. a caller ID per extension is required and the number used as caller ID must be linked to the co...

The limits mechanism is a safeguard to minimize unintentional financial loss of the company in case of fraudulent events on their telephony environment. These limits can be set Provider, Reseller and Company in the settings panel of the entity and can be specified in amounts or minutes per hour, day, week and month. (https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/9089765805/original/D7kVDN8C7jYdVLBiiTutR0D_L4TbRgmoVw.png?1573217731) The limits mec...

Sometimes a confusing situation may occur - calls are not answered while agents in the Queue are shown as available. One of the causes for this situation is the usage of DND mode on the devices by agents in the Queue. Whatever the reason for usage of DND is - it may mislead parties involved. DND mode is intended to make the device not ring on incoming calls and can be promptly activated/deactivated by pressing a single button on the device itself. This settings is bound to a device and not ...

Different services expect to get 2 to 4-digit internal number of extensions. Although this is not a mandatory technical requirement, we restrict the internal number of Extension to 2-4 digits to be able to entirely guarantee proper work of the related services.