Squaretalk Platform
Reports - Phone Numbers
This article will provide you a general overview of the functionalities for the Phone Numbers Report. The Phone numbers report allows you to review all calls made on a phone number level, for a specific date/day. 1. Navigate to the Reports section ...
Reports - Users
This article will provide you a general overview of the functionalities for the Users Report. The Users report allows you to review all calls made by your users for a specific date/day. 1. Navigate to the Reports section from the left and then the ...
Reports - Calls Tab
This article will provide you a general overview of the functionalities for the Calls Report. The Calls report allows you to review all calls made via the SquareTalk New Contact Center as well as listen to the call recordings. 1. Navigate to the ...
Monitor
From the Monitor page you can monitor your agents and view call and message statistics: To display additional columns click on the column options: From the Queues section you can monitor your queues: From the Messaging section you can monitor your ...
Customize Interface
1. To customize your interface click on your profile icon on the top right and select Customize Interface: 2. From here you can specify the color scheme: 3. Change the layout style, Box will move the entire UI to the middle of the screen whilst Full ...
Contacts
1. To add contacts click on Contacts from the menu on the left and click Add Contact: 2. Enter a name for your contact, specify the type whether it should be Internal (Extension) or External number. If you receive Invalid phone number when entering ...
Custom Statuses
1. To create Custom Statuses navigate to the Settings, General Section and click on Custom Statuses: 2. To create a new status click on "Add Status": 3. Next specify a name, color and icon for your status: 4. Select the Type for this status whether ...
Adding Prefixes
In order to add Prefixes to your numbers, please follow the steps below: Prefixes add a custom number/s that must be dialed before dialing a specific number and can be used for additional functionality. Example: You can use this to split calls for ...
Switch Extension Type
This article will provide the steps on how to switch an Extension type from SIP to WEB or vise versa: 1. Navigate to the Settings section, Users & Permissions and then Extensions: 2. Click on any of the Extensions you would like to change in order to ...
Configuring Random Routes
This article will guide you how to configure your Random Route. Configuring Random Routes gives you the ability of using a set of numbers in a random sequence when making outbound calls. This is beneficial to reduce the over-use of one singular ...
Configuring Phone Numbers
To configure your new numbers/DID's please follow the steps below: Phone Numbers Navigate to Settings, Voice then click on Phone Numbers: From here you will be able to see your currently assigned numbers, as well as numbers which are not configured ...
Voicemail Setup (Ext & Queues)
1. To set up a voicemail and enable it for an extension, fist navigate to the Settings and then Extension under the Users & Permissions section: 2. Click on any of the extensions you would like to setup a voicemail for: 3. Navigate to the Voice Mail ...
How to add a New User
Make sure you have an extension to assign users to. 1. To create a new user navigate to Settings and the Users under the Users & Permissions section: 2. Next click on "+ New User" 3. From the new window that will appear, fill in the details as you ...
Group Creation & Management
In order to create a group please follow the steps below: You will be able to see the settings tab only if you have admin rights. 1. Navigate to the Settings menu from the the left, and click on Groups under the Users & Permissions section: 2. Click ...
User Roles
This article will provide you with an overview of the Profiles section, functionality as well as how to create a custom one: You will be able to see the settings tab only if you have admin rights. 1. Navigate to the Settings section from the left and ...
Queue Creation & Management
To create a queue please follow the steps below: 1. Navigate to Settings on the left and click on Voice then navigate to the Queues section: 2. Click "New Queue" to create a new queue, you can also edit an existing queue by simply clicking it's name: ...
Webphone
This article will show you how to access the Webphone and its functionality: 1. Access the dial pad by clicking the icon on the top right: 2. The Dial Pad's window will then appear as well as make you a Live agent, you can freely move it around by ...
IVR Configuration
In order to create and setup an IVR please follow the steps below: 1. Navigate to Settings from the left, and click on IVR under the Voice section: 2. Click "Create new" to create a new IVR configuration: 3. Enter a Name and Description for your IVR: ...
IP Management - Whitelist IP
This article will show you an overview of the IP Settings of Axiom as well as how to whitelist an IP: You will be able to see the settings tab only if you have admin rights 1. Navigate to Settings and then click on IP Management under the Security ...
How to create an Announcement
To set and create an Announcement, please follow the steps below: 1. Navigate to the Voice section under Settings and then click on the Announcements section: 2. Create a new Announcement by clicking on the "Create new" button: 3. Modify the name of ...
Time Conditions
The Time Condition function allows you to forward your calls to specific destinations during specific times, for example: working hours and setting up a Voice Mail if callers reach you outside of your working hours. 1. Navigate to the Voice section ...
How to Blacklist a Number
In order to Blacklist a number please follow the steps below: You will be able to see the settings tab only if you have admin rights. 1. In order to Blacklist a number navigate to the "Settings" section and then click on "Security" and finally ...
How to Add or Remove an Agent from a Queue
In order to add or remove agent(s) to the queue, please follow the steps below: You will be able to see the settings tab only if you have admin rights. 1. Click on "Voice" under the "Settings" section and the navigate to "Queues": 2. Click the on the ...
How to change and view an Extension’s password
In order to change your extension’s password please follow the steps below: You will be able to see the settings tab only if you have admin rights. 1. Navigate to "Settings", "Users & Permissions" and then click on "Extensions": 2. Click on the ...
Change/Edit User’s Details
In order to a edit user details, please follow the steps below: 1. Navigate to "Settings", "Users & Permissions" and then click on "Users": 2. Click on the name of the user you would like to edit under the Name column: 3. From the new window, you can ...