"Call Center Agent" Portal User Guide

"Call Center Agent" Portal User Guide

What is the Call Center Agent Permission Level?

"Call Center Agent" Permission Level means that your Permission Level has access to your Extension and the ability to see and login to any Call Queue that you have been added to. 

Call Center Agent Permission Level does not have access to main Domain's Routing or Settings.

  1. Call Center Agent Permission Level includes the ability to manage your Extension's Routing, Call Queues, Voicemail, Notifications, and Call History.   
  2. This Guide is a general walkthrough of the options available to the Call Center Agent Permission Level. 

For a more detailed walkthrough or additional training, please contact us! 
We provide training, free of charge.  Training is available for both groups and individuals, and can be scheduled at a time that it is convenient for you. 
You may give us a call at 1-800-676-3995 (Monday-Friday 8am-9pm EST) or, you may submit a Ticket Request here:  Training Request.

This Article is set up as an "all-in-one" Guide with an Interactive Table of Contents. 
  1. Clicking on the Table of Contents on the right will allow you to "skip" to the section you would like to read.

As with any Article in our Knowledgebase, you may download live Articles as PDFs to read later at your own convenience. 
  1. Simply click the "download as PDF" icon to the right of the Article title.



Login Options

Logging in to the Portal (first-time login) 

If you have not yet received your Portal credentials, follow these instructions to receive them.    

  1. If you have already received your Portal credentials, scroll down to Logging into Portal with Your Extension Credentials.

Instructions
  1. Navigate to:  https://portal.clarityvoice.com 

  2. At the bottom of the login page, you will see an option that reads: “Are you a new user?”. 

    1. Select this option.

  3. A “Welcome window” will appear.

    1. Enter the Email Address that was added to your User Profile by your Installer or Provisioner. 
    2. If you know your Extension, you may also enter it as well. 
      1. Choose Send once you have filled out your login information. 


    3. You will receive a Welcome Email with instructions.  The subject will be “Your new phone system account".
      1. Open the Welcome Email.  Your Login Username and Extension will be in the body of the email.
      2. Click Complete Setup.


    4. You will be taken to a “New User Credentials window”.

      1. Enter a New Password.
        1. Your password should be a minimum of 8 characters and include at least one capital letter and at least one number.
      2. Re-enter the Password to Confirm Password. 
      3. Select a four-digit Voicemail PIN.
      4. Once you have made your selections, choose Save.

    5. You have now set up your credentials for Portal.  You may choose to login with these credentials or you may choose to link your credentials to a Single Sign-On Method for easy login.  
      1. If you would like use this option, scroll down to "Single Sign-On".


    Logging into Portal with Your Extension Credentials

    If you do not yet have your Login Name or Password, scroll up to:  First Time Login.


    If you do have your Extension’s Login Name and your Email Address has already been saved in your Profile (by yourself or your Provisioner/Installer), you may choose Forgot Password. 

    If you have your Login Name and Password, you may proceed with the instructions below.



    Instructions

    2. Enter your Login Name.
      1. This is the Username that was sent to you in the Welcome Email.
        1. Your Username is linked to your Extension and domain name.  For example, if you are Extension 200 and part of the “claritytest” domain, then your Username is: 200@claritytest.

    3. Enter your Password.
      1. This is the Password that you created during your “first-time login” setup.

    4. Choose Log In.




    Single Sign-On Login Option

    1. You may choose either the Google or Office 365 Single Sign-On as your preferred Login method.
      1. Simply select your preferred method at the Login Screen.


    2. The on-screen Single Sign-On instructions will walk you through linking your Clarity credentials to your Google or Office 365 credentials.


    3. Once linked, you may use either the traditional login method or the Single Sign-On method to login to Portal.


    Self-Help Center

    The Self-Help link is available in the top-right of your Portal.    
    1. From the Self-Help Center, you may search our Knowledgebase of helpful Articles.
    2. You may also create a Support Ticket or Chat with us if you need additional assistance.


    Instructions
    1. From Portal, click Self-Help Center.


    2. A new Tab/Window will open and redirect to our Self-Help Center. 


    3. From the Help Center, you may search our Knowledgebase of helpful Articles.
      1. You may also create a Support Ticket or Chat with us if you need additional assistance.

    Note: The Help Center can also be accessed from our main website:  www.clarityvoice.com. 




    Profile Options

    Your Profile contains additional information about your Extension that you may have access to view and/or update.
    1. Your Profile contains your preferred Email Address for both password resets and Voicemail Notifications (if enabled). 

    2. Your Profile also contains your Voicemail PIN, which allows you to access your Voicemail. 


    Updating Your Profile Preferences

    1. To change or view your Profile Settings, choose your Extension Name in the top right-hand corner of your Portal.  
      1. A drop-down of options will appear.  Choose Profile.


    2. Your Profile menu will appear.   You will have access to change your general Profile preferences.


      1. Profile Name (extension name):  Your Profile Name is also the name of your Extension.  Changing your Profile Name will not change or alter your actual Username for login purposes.
      2. Language:  This is the language that the Portal options will appear in for you.
      3. Time Zone:  Time Zone is your preferred Time Zone for viewing your Call History, Messages, etc. 
      4. Directory Options:  For most Users, both options will be checked.  
        1. If you prefer that your Extension not be available in the Audio Directory for callers or in the List of Contacts (Directory) for the other Users in your domain, you may adjust these options.

    3. Scroll down.  You will also have options to Change Account Security and Change Voicemail PIN.
        

      1. Password:  Your password can be updated here.
      2. Voicemail PIN:  Your Voicemail PIN can be updated here.

    4. Once you have made your selections, choose Save.


    Note: Your current default Outbound Caller ID and Emergency Caller ID are displayed in your Profile for your information.  Contact us if you need to make a change to these fields.


    Your "Call Center" View

    The Call Center Tab is available to you so that you may login and out of your Call Queues, set your Queue Status, and even look at your recent Call History.

    1. Any Call Queue that you are a part of will be available to you. 

    2. You will be able to view the type of Call Queue, your Wrap-up Time (if any), and any live Callers Waiting.

    3. Your Call Center Tab is the default Tab that your Portal will open to when you login.


    Call Center Tab Options

     


    My Queues

    1. "My Queues" will display all Call Queues that you have been added to.   


    2. Your current status will show as either a Red (busy/unavailable) or Green (available).   This is the same color scheme that other Extensions in the domain will be able to see when they view your Extension.

    3. You may logout of a single Call Queue at any time by clicking the Logout door icon. 

    4. If a Caller is waiting in the Queue, you may hover over the Caller number icon and Show Callers. 


    5. A pop-up window with all Callers will appear.  You may choose to Prioritize (move the Caller up the list) or Transfer the Caller to an extension (including your own) so that the Call may be taken. 

    6. If you choose Transfer, you will be able to either "Pick up" the Call yourself or Transfer the call to another Extension.
       


    My Graphs

    1. "My Graphs" will show your Extension's statistics. 


    2. Hovering over any bar will give additional details.
       


    Queue Status Dropdown

    1. On the right-hand side of the Call Center screen is your Queue Status Dropdown. 

    2. If you click the drop-down, all available Statuses will appear, including any Custom Status that has been added to your Domain to use.  Click "Go Online" to go online in all of your Available Queues.


    3. Under the Queue Status are all of the Login Methods that you have used.  This will include all Phone Devices that have been activated for your Extension.   Select the radial to change the Device that you will use to receive your Queue calls.   Click the Add plus icon to add a new method. 


    4. If your Call Queue has been set up with "Users" as well as Devices, you will be able to choose your User as a Login Method. 

    5. When your User is chosen, whatever devices that your Extension (User) has set up in the Active Answering Rule will ring.  This could be a single device, or more than one device.


    6. The current Active Answering Rule will be displayed for you.  If you click this Answering Rule, you will be taken to the Answering Rule Tab for your Extension so that you may view/edit this Answering Rule. 



    My Statistics

    1. My Statistics will display the Statistics for the day for your Extension.

    2. You may refresh these at any time by clicking the Refresh icon in the top right of the Widget.



    Recent Call History

    1. A short list of your Extension's most recent calls will display in Call History. 

    2. You may add notes to any of these Calls by clicking the Add Notes notepad icon to the right of the call.
       

    3. Use the dropdowns to choose the appropriate Disposition and Reason.  Type in your Notes.  Save when complete. 


    How to Login and Out of Your Call Queues

    As a Call Center Agent, you will be added to Call Queues.   A Call Queue is a Call Routing setup that includes additional Options. 

    Instead of simply forwarding a Call, Call Queues allow your Domain to choose:
    1. What order the Calls should be sent to you in.

    2. Whether wrap-up time (sometimes called after-call work) should be set.

    3. Whether an auditory message (called a "whisper") will play before the Call is connected to you.  Whisper tells you how to answer and/or which location the Caller is trying to contact.


    Login/Out of All Queues 


    You will be set in the Call Queue as either your individual Phone Device (such as Web Phone or physical Phone) or as a User.  
    1. If you are set as a User, this means that the Call Queue will send the call to whatever is set in your Extension's Answering Rule instead of a specific Device.
      

    Instructions
    1. Click the Call Center Tab.


    2. On the right-hand side of the Call Center View Screen will be a large button showing your current Queue Status.
      1. If you click the drop-down, all available Statuses will appear, including any Custom Status that has been added to your Domain to use.

         
    3. Click  "Go Online" .  This will put you online in all of your Available Queues. 

    4. Under the Queue Status are all of the Login Methods that you have used.  This will include all Phone Devices that have been activated for your Extension. 
      1. Select the radial to change the Device that you will use to receive your Queue calls.


    5. If your Call Queue has been set up with "Users" as well as Devices, you will be able to choose your User as a Login Method.
      1. When your User is chosen, whatever devices that your Extension (User) has set up in the Active Answering Rule will ring.  This could be a single device, or more than one device.
      2. The current Active Answering Rule will also be displayed for you.  If you click this Answering Rule, you will be taken to the Answering Rule Tab for your Extension so that you may view/edit the Answering Rule.



    Login/Out of a Specific Queue

    1. Click the Call Center Tab.


    2.  "My Queues" will display all Call Queues that you have been added to. 

    3. Click the login/logout door icon to change your Queue Status.



    Voicemail

    Your Extension has access to Voicemail.  Voicemail Messages left for your Extension will be available in your Messages Tab.
    1. You will be able to set and manage your Voicemail Greeting and Voicemail PIN.
    1. You can also manage your own Voicemail Notifications.  


    Accessing Voicemail Messages

    1. Click on the Messages Tab.

      1. You will automatically be on the first tab, which is Voicemail.
          

    2. Within the Voicemail tab, you can access the New, Saved, and Trash folders by using the dropdown menu.
        
      1. Note: The Trash folder will contain deleted voicemails for a short time.

    3. Highlight the Voicemail, and all options will appear on the right.  From the New folder, each new Voicemail is available to:
        
      1. Play
      2. Forward to another extension
      3. Download
      4. Save (move to the Saved folder)
      5. Delete


    Adjusting Your Voicemail Inbox Settings

    1. Click on the Messages Tab.
        

    2. Select the Settings tab.
        


    3. From the Voicemail Settings, you can adjust your preferences for your Inbox. Your options include:
        
      1. Sort and Announcement Options:  These options allow you to adjust the sort order and additional announcements, such as time received and Caller ID. 
      2. Operator Forward:  When an extension is entered here, the caller can press “0” during the Voicemail Greeting.  The call will then be forwarded to that extension. 
      3. Copy to Extension(s):  If you would like your Voicemails to be copied to additional extensions, you may enter them here.
      4. Voicemail Transcription:  If set to “Enabled”, each Voicemail will be transcribed as well as recorded.
      5. Options (additional Email notifications):  You may choose to receive an Email Notification when the mailbox is full and/or receive an email after each missed call.  
        1. If you choose to receive an email after each missed call, this means that you will receive notification of the missed call, regardless of whether the caller left a voicemail.

    4. After all selections are made, make sure to select Save.
        


    Adjusting the Voicemail Greeting and Recorded Name

    1. Click on the Messages Tab.


    2. Select the Settings tab.
        

    3. From the Voicemail Settings, you can adjust your preferences for the Voicemail Greeting and Recorded Name.
      1. It is always our recommended best practices to personalize both of these options. 


    4. You can Play or Download the current recording for either the Voicemail Greeting or Recorded Name.   
      1. You can also choose Manage to update the recording(s).
          

    5. If you choose to Manage the recording(s), a new window of options will open. You will have three options for updating the current recording.
        
      1. Text-to-Speech:  This allows you to type out your preferred Greeting or Name.  You can then choose the Language and the preferred Voice.  Use the Play button to preview your Greeting and Voice.
          
      2. Upload:  This allows you to Browse and then Upload a saved recording.  This option is handy if you have a saved generic Greeting that is used in more than one location.  
      3. Record:  This allows you to have our system Call you either at your extension or your phone number so you can live record your Greeting.


    6. After all selections are made, make sure to select Save.
        


    Adjusting the Voicemail Notifications

    If you should choose to receive Voicemail Notifications, the Notifications will be sent to the email address on file for your Extension’s Profile.
    1. Click on the Messages Tab.
        

    2. Select the Settings tab.
        

    3. Scroll down to Notifications.
      1. Check “Receive an email for new voicemail”.
          

    4. Once this is selected, your Notification Options will become visible.   Use the dropdown for Email Type to choose what type of Notification email you would like to receive.   Note:  If you would like your Notifications texted to you, we can set this up for you based on your cell phone's carrier.
      1. Your choices are:
          
      2. Send with hyperlink:  This will send the Notification with a simple link to the voicemail file.
      3. Send with brief hyperlink:  This will send the Notification with a detailed link to the voicemail file. 
      4. Send with attachment:  This will send the Notification with an attached copy of the voicemail.   This is the option that we generally recommend.
      5. Send with brief attachment:  This will send the Notification with a download page for the voicemail.

    5. Use the dropdown for After Email Notification to choose what you would like to do with the Voicemail after the Notification has been sent.
               
      1. If your domain has Persistent Voicemail enabled, you will need to choose “Leave as new”.  

    6. After all selections are made, make sure to select Save.
        


    Chat

    The Chat feature gives you the ability to chat with any extension in your domain.   You may share attachments and pictures during your chat.   

    You can even switch from Chat directly to a Phone Call (using your desired phone device) or Video Call (using our Clarity Video Anywhere option).

    1. If you also have Texting (SMS) enabled for your User, your tab will read "Chat and SMS" instead of "Chat". 

    2. Chat is not the same as Texting.  Chat is internal, extension-to-extension communication.  It is automatically enabled, and no special configuration is needed.

    3. Texting is external communication with phone numbers.  It requires a registered texting number which is then assigned to the appropriate Extension to use.


    How to Use Chat

    1. Click on the Messages tab.


    2. Choose the Chat tab.
        

    3. Any previous conversations will be available on the page.  (Both Chat and any previous text threads will display here if Texting is enabled for your Extension.)


      1. You can continue your Chat by highlighting the conversation and then clicking the Reply icon.  
      2. You can delete a Chat by highlighting the conversation and then choosing the red Delete icon.  

    4. If you would like to start a new chat, choose New Conversation.
         
      1. A pop-up Chat window will open. Enter the Name or Extension number of the person you would like to chat with.

        1. Select the desired Extension.
      2. Choose Start.

      3. Type your message. 
        1. If you are sharing a file, click the Attachment paperclip icon to browse and attach your file.

      4. When you are ready to send your message, just hit enter.

    5. If you would like to switch the Chat to an actual Call or Video Call, make your selection at the top of the Chat window.
        
      1. You may stop notifications or delete the Conversation by clicking the three dot Menu and choosing Turn off notifications or Delete conversation.


    Texting (SMS/MMS)

    If your extension has been assigned a registered texting number, you can text right from Portal.   
    1. You may both text (SMS) and attach pictures (MMS).  
    1. You can also call the contact right from the texting window. 


    How to Text

    1. Click on the Messages Tab.
        

    2. Choose the Chat and SMS tab.
        

    3. Any previous Chat and SMS (texting) conversations will be available on the page.

      1. You can continue your Text by highlighting the conversation and then clicking the Reply icon.  
      2. You can delete a Text thread by highlighting the conversation and then choosing the red Delete icon.  

    4. If you would like to start a new Text, choose New Conversation.


    5.   A pop-up Texting window will open. Enter the Phone Number of the person you would like to text with. 

      1. Select the Phone Number.
        1. Choose Start. 

      2. Type your message or attach your file by clicking the Attachment paper clip. 

        1. When you are ready to send, just enter.

    6. If you would like to switch from the current text thread to an actual Call with the recipient, choose the Call phone icon at the top of the Texting window.
        
      1. If you choose the three dot Menu at the top of the Texting window, you may either turn off the notifications for the current conversation or delete the conversation.
         


    How to Fax from Portal

    To Send and/or Receive faxes in Portal, you must have the following configuration:
    1. Your Domain must have the Fax Add-On.  To add Fax Service to your Account, contact our Sales Department.  (1-800-786-6160)

    2. Your Domain must have enabled Portal Faxing.  To enable Portal Faxing, contact Customer Support.  (1-800-676-3995)

    3. Your Extension must be assigned a Fax Number. 

    Portal Faxing is an option that can be added for your domain.  When Portal Faxing is enabled, you will still be able to fax from your traditional methods, but will also have the ability to send and/or receive Faxes through Portal. 
    1. If your domain does not have Portal Faxing or is only Faxing using the traditional methods, you will have the Fax Tab, but will not have the “Send Fax” option.   You will also have the message "You have no messages". 


    Inbound Faxes

    If you have Inbound Fax Handling set to receive Faxes in Portal, a copy of the Fax will be received and stored in the Fax Inbox in Portal. 


    1. It is always best practice that if Faxes are received in Portal, that they also continue to be sent by traditional methods.  This is set up as a fail-safe in the event that you should reach your allotted Fax storage.

    Instructions
    1. Click the Fax Tab. 


    2. You will be in your Inbox view by default. 
      1. Any Faxes still in your Inbox will be listed.  



    3.  Highlighting the Fax will give additional options, such as the options to Preview, Download, or Delete the Fax..



    Outbound Faxes

    If you have Outbound Portal Faxing enabled, you will be able to send a Fax from Portal.
    1. A copy of the Sent Fax will appear in the Sent folder. 

    2. Faxes sent from Portal will not have an additional Sent copy stored in your Email or ATA.   Faxes sent via traditional methods, such as Email or ATA, will not show in the Sent folder in Portal. 

    Instructions
    1. Click the Fax Tab.


    2.  You will be in your Inbox view by default. 
      1. Click Send Fax.  


    3. A pop-up window of Fax options will open. 
      1. Browse for your attachment. 
      2. Make your Send Fax Option selections. 
      3. Choose Send. 


    4. A copy of the fax will appear in the Sent folder.   
      1. You may highlight the Fax to download or delete the fax from the Sent folder.



    Fax Settings

    You are able to adjust your Inbound and Outbound Fax Settings from Portal.


    Instructions
    1. Click the Fax Tab.


    2. You will be in your Inbox view by default.
      1. Click Settings.


    3. Your enabled methods will be visible to you. If you need to adjust the enabled methods, contact Clarity, and we will adjust your methods for you.  In addition to your enabled methods, you will have access to view or edit: 
      1. Inbound Fax Handling:  You can choose to have your Inbound Faxes received by email either with or without attachment and/or to have them delivered to Portal.
        1. In our example, the Extension has chosen to make Outbound Faxes from Portal, but is keeping Inbound Faxes sent only to their Email.
      2. Delivery Notifications:  This controls the Sent “delivery” Notification methods.
      3. Failure Notifications:  This controls the Sent “failure” Notification methods.


    4. Once you have chosen your Setting preferences, choose Save.



    Contacts

    Unless an Extension has chosen not to be listed in the Directory, all Extensions for the domain are automatically added and visible in the Contacts list.

    1. The Contacts List is accessible from any of your Extension’s phone devices, including the Mobile App.  

    1. The Contacts List is also accessible from the bottom right of Portal as a docked window.



    Adding Additional Contacts

    1. Choose Contacts.


    2. Choose Add Contact.

      1. Enter the Contact's Information. 
      2. When the Contact Information is complete, choose Save.
         

    3. Your new Contact will now show as an available Contact in your Contact List.


    4. If you prefer to upload a list of Contacts, select Import instead.

      1. Allowed formats include Outlook, Google, and Apple vCard.
        1. Browse for your Contact list. 
        2. Choose Import to upload the contacts to your Contact List.


    Editing or Removing a Contact

    You may edit Contacts that are in your Contact List.  You may remove a Contact that you have saved manually into your Contact List. 
    1. If your Domain also uses Shared Contacts (contacts that are shared to every Extension), you will still be able to view the Shared Contact.  Changes can be made to Shared Contacts by Users with an Office Manager Permission Level. 

    Instructions
    1. Choose Contacts.


    2. Highlight the Contact that you would like to change.   
      1. If the Contact is a "Shared Contact",  the Edit pencil icon will be grayed out, and the Contact will have the "shared contact" message. 


    3. Click the Edit pencil icon to update the Contact.   You may change any of the Contact information for the Extension. 

      1. Make your update and Save. 


    4. You may click the red Delete icon if you would like to remove the Contact.   Reminder: you may only delete Contacts that were added manually by you.  



    Exporting the Contact List

    You may also Export your complete list of Contacts for use in other programs, such as Outlook. 

    1. Choose Contacts.


    2. Choose Export. 


    3. Use the dropdowns to choose the Contacts to export and Export format.  Choose Export when your selections are complete.

       


    Extension Call Routing

    Call Routing for your extension may be adjusted as needed. 
    1. You can adjust when a Routing will take place (using Time Frames) and where the Routing will forward during this time (using Answering Rules).    


    Time Frames (scheduling when your Routing will take place)

    In order to add an Answering Rule for your Extension’s routing, you will first need to add the Time Frame for the Answering Rule to use.  
    1.  Once a Time Frame has been added, it may be reused at any time for your Extension. 

    2. Time Frames can be shared within your Domain.  For example, if a "Holiday" Time Frame already exists and the saved date/time match what you would also like to use, you may use this Time Frame for your own Extension as well.   


    How to Add a New Time Frame

    1. Choose the Time Frames Tab.


    2. All available Time Frames for both the domain and your Extension will be listed here.   

      1. You will only be able to edit Time Frames for your own Extension.  Hover over any of your own Time Frames and choose the Edit pencil icon if you would like to make a change to your Time Frame. 

      2. Hover over the Info “i” icon to see the set times for any of these Time Frames.  


    3. Choose Add Time Frame to add a Time Frame for your Extension.  


    4. A pop-up window will appear.   Name your Time Frame.  Names cannot be changed later, so make sure to choose a name that makes sense and can be reused if needed.   
      1. For example, instead of creating a Time Frame for “Thanksgiving”, consider naming the Time Frame “Holiday” so that you can re-use the same Time Frame at a later date. 


    5.  If you would like to add a recurring time, checkmark the day(s) of the week and add the times by using the slider.  
      1. You may add up to two times in a single recurring day of the week. Just click the Add range plus icon to add the second slider.


    6. If you would like the date/time to be a single date or range of dates, enter the date(s) in the Specific dates or ranges section by clicking the "Calendar" icon.    
      1. You can use the sliders in the pop-up or you may type in the date/time manually. 
        1. Use the Add a date range plus icon if you need to add more than one set of dates. 


    7.  When you have all times entered, choose Save. 


    8. You will now see your Time Frame in the list. 



    Adding a Time to an Existing Time Frame

    1. Choose the Time Frames Tab.


    2. All available Time Frames for both the domain and your Extension will be listed here.   

      1. You will only be able to edit Time Frames for your own Extension.  Hover over any of your own Time Frames and choose the Edit pencil icon if you would like to make a change to your Time Frame. 

         
    3. If you would like to add a recurring time, checkmark the day(s) of the week and add the times by using the slider.  
      1. You may add up to two times in a single recurring day of the week. Just click the Add range plus icon to add the second slider.


    4. If you would like the date/time to be a single date or range of dates, enter the date(s) in the Specific dates or ranges section by clicking the "Calendar" icon.    
      1. You can use the sliders in the pop-up or you may type in the date/time manually. 
        1. Use the Add a date range plus icon if you need to add more than one set of dates. 


    5. When you have all times entered, choose Save. 



    Answering Rules (where the Routing will forward)

    1. Time Frames are “when” an Answering Rule takes effect.   Answering Rules control “where” the Routing for your Extension’s calls will go during that Time Frame.

    2. The Answering Rule that is currently in effect for your Extension will always have a blue Active icon beside it. 


    3. Answering Rules work on a “top-down” priority.  This means that if two Answering Rules are set to activate at the same time, the Answering Rule that is higher up in the list will be the Active Answering Rule. 


    4. Priority is set this way by design.  For example, if a Holiday occurs on a Monday, and your normal Business Hours also occur on a Monday, Portal needs to know which Routing should take priority.

    5. The Answering Rules tab is also where “ring time” for your Extension can be adjusted.   


    6. Ring Time is the amount of time that your Extension will ring before the call is considered “unanswered” and follows the “When Unanswered” routing that you have set for the Answering Rule.


    How to Add a New Answering Rule

    1. Choose the Answering Rules Tab.


    2. All existing Answering Rules will show as a List, including your “Default” Rule. 

      1. The Default Rule will activate whenever there are no other Time Frames higher in the Answering Rules list to take effect.  For example, if you have set Business Hours and no other Answering Rules, the Default Rule will activate when you are outside of your set Business Hours.

    3. To add a new Answering Rule, choose Add Rule. 


    4. A pop-up window will open.  Use the dropdown to select a Time Frame for when the Routing should occur.  Any Answering Rules already set for your Extension will show as “in use”. 

      1. Select the Time Frame you would like to use.   For our example, we will be setting an Answering Rule to match the "Weekend Hours" Time Frame that we set. 


    5. You have two options for your Call Routing.   
      1. You may use Always to send the call directly to a single Device, Voicemail, or Phone Number with no additional adjustments.

      2. You may use Simultaneous Ring to send the call to more than one Extension and/or to send the Call to a Phone Number with or without Answer Confirmation added (also called “press one confirmation”). 


    6. See the Routing Options below, make your selections, and then Save.


    Answering Rule Options

    "Press One Confirmation" is one of the options in Answering Rules. When this option is chosen, the call will route to the outside Phone Number. 

    Before connecting, the recipient/User will hear a "press one to accept this call" message.  If they press one, the call will connect to them.  If they do not, the call continues following all other routing.  Press One Confirmation is also known as "answer confirmation".

    1. Having Press One Confirmation on ensures that not only does the recipient know that this is a Business call and how they should answer, but also ensures that the recipient's personal cell phone number does not apply its own rules to send the call to their personal cell phone Voicemail.   

    2. If the call is being forwarded to an Answering Service or other similar entity, then Press One Confirmation is not needed. 



    All Options

    OptionDescription
    Enabled

    By default, this option should always be checked unless a specific type of Answering Rule called a “Toggle” Time Frame is being used.   


    Toggle Time Frames Rule would be set up by Clarity, and you would receive instructions on how to use them at that time.  
    Do not disturbWhen this option is chosen, all calls for your Extension will route directly to your Voicemail without ringing or alerting your devices.
    Call Screening

    When this option is chosen, all callers will receive a prompt to state their name prior to the call being connected to you.  


    The call will then connect to you, the recorded name will play, and you will be able to choose whether to answer the call or allow it to follow your “when unanswered” rule.  

    Always

    Always is used when you want all of your Call Routing to directly forward to one Device, Extension, Voicemail, or Phone Number without any setting adjustments.


    This is often used to forward to an Answering Service or directly to Voicemail. 

    On ActiveThis is used to choose what the Call should do if you are already on an Active call.  
    When busyThis option is not currently in use for Clarity Voice domains.  
    When unanswered

    This option should always be set.  It controls what happens to the call when your Ring Time has expired. 


    For example, if you are set to a 20 second Ring Time, and the call has already rung your Extension for the 20 seconds, you will want to set the "When Unanswered" option to route the call to the next destination. 

      

    The "When Unanswered" destination can be to your own Voicemail, an Answering Service number (or other outside phone number), or to another Extension.  

    When offline

    This option determines where the call should route in the unlikely event that you lose internet/power, and your phone is no longer online.


    Typically, you would choose to either forward the call to your Voicemail, to your cell phone, or to an Answering Service, depending on what type of calls route to your Extension. 

    Simultaneous ring

    Simultaneous Ring has the most flexibility for your Extension’s routing as it includes the ability to send the call to more than one destination. 


    Include user’s extension- When checked, your Extension will be included in the Routing. 

    Ring all user’s phones- When checked all devices for your Extension will ring.  The device must be online.   

    These devices include any device logged into the Mobile App and/or Web Phone. 

    Answering confirmation for offnet numbers- This option should always be checked if you are including routing to a cell phone.  It is sometimes called “press one confirmation”. 


    Additional extensions or phone numbers can be added by clicking the Add plus icon.

    Ring delay- Any extension or phone number added to the Simultaneous Ring routing can have a Ring Delay included.  


    For example, maybe you would like the call to first ring your Extension and after ten seconds (approximately two rings) you would like the call to also begin ringing your cell phone.  


    Simply click the Ring Delay clock icon and use the slider to adjust when a call should begin ringing the device/number. 
    Just ring user’s extensionThis used to send all calls only to your Extension.



    How to Change an Existing Answering Rule

    1. Choose the Answering Rules Tab.


    2. All existing Answering Rules will show as a List, including your “Default” Rule. 

      1. The Default Rule will activate whenever there are no other Time Frames higher in the Answering Rules list to take effect.  For example, if you have set Business Hours and no other Answering Rules, the Default Rule will activate when you are outside of your set Business Hours.
        1. You will not be able to delete a Default Rule. 

    3. Highlight the Answering Rule you would like to adjust.
      1. The edit and delete options will appear on the right.   Click the Edit pencil icon. 


    4. Make your adjustments.  If you need a reminder of the options available, scroll up to see the options above.
      1. Make sure to Save.

    Blocking a Specific Caller from Reaching Your Extension

    1. If a caller needs to be blocked from reaching your Extension, follow these instructions. 

    2. Blocking a Caller from reaching your Extension does not affect your domain's Main Routing.

    Instructions
    1. Choose the Answering Rules Tab.


    2. Choose Allow/Block.


    3. In the Blocked Numbers column, type in the number you would like to block into the field.

      1. Click the Add plus icon.

    4. The blocked number will now be in the Blocked Numbers list.
      1. Repeat for any additional numbers. 


    5. When you are finished adding phone numbers, choose Done.


    Importing an Allow/Block Number List

    If you have a list of numbers to Allow or Block for your extension, you may use the Import option to mass upload a list of phone numbers. 

    1. Choose the Answering Rules tab.


    2. Choose Allow/Block.


    3. Choose Import.

      1. Choose Download Template.

      2. Open the Template and type in all of the numbers. 
      3. Beside each number, enter yes or no on whether this number is allowed. 

      4. Save the Template.

    4. Choose Import again. 

      1. Browse for the Template that you filled out, then click Upload. 


    5. The numbers will now show in the appropriate column.  
      1. Choose Done. 



    Phone Options

    Clarity Voice has multiple options to make and take calls.  Our Phone Options aim to give you the most flexibility in your business as possible, with options both in-office and on-the-go.
    1. All of our Phone Options will display your Extension's Caller ID to the call recipient, eliminating the need to share your personal Cell Phone number with your business clients. 

    Options included in Business Essentials

    Web Phone (also known as Clarity Office Anywhere):  Clarity Office Anywhere Web User Guide
    1. Our browser-based Web Phone is accessible both as a pop-up window and as a downloadable version (PWA).
    2. The Web Phone needs no special equipment to work, only your computer and preferred headset.  
    3. Web Phone can be used in addition to a physical phone or in place of a physical phone.

      1. Our Mobile App gives you the freedom to take calls wherever you are.  
      2. Available for both Android and iPhone. 
      3. Find yourself traveling or working in areas of low data signal or spotty Wi-Fi?  Contact us!  We'll help optimize your Mobile App settings and Call Routing..

      Additional Phone Options

      Physical Phones
      1. Clarity Voice carries deskphones.  Available phone models include Cordless options and Conference phones.   https://clarityvoice.com/products/business-phones/desktop-phones/

      Clarity Cellular
      1. Use the power of your cell phone!  Clarity Cellular allows you to make and take calls with your cell phone without the need for an App.   https://clarityvoice.com/clarity-cellular/
      2. Using a second SIM, easily switch between your personal and business calls and texts, all on your own cell phone.

      Teams Connector Call App
      1. Our Teams Connector is especially designed for companies who use Microsoft Teams and would like to get the most out of their experience!   Article coming soon
      2. Teams Connector allows you to access both Portal and your Extension (as a Call App) right from Teams.
      3. The Teams Call App will allow you to make and take calls from your Extension, just as if you were using any other connected device.  It even has a Mobile option! 

      CDP (also known as Clarity Desktop Pro)  https://clarityvoice.com/clarity-desktop-pro/
      1. CDP is a downloadable soft phone option, tailored for both International and U.S. users.  


      Web Phone

      The Web Phone can be used as an alternate phone to make/take calls or can be used as the primary phone for your Extension. 

      1. Your Web Phone can be used for Inbound and/or Outbound Calls from your computer.  

      2. If you will be using your Web Phone for Inbound calls, add it to your Inbound Routing options for your Extension.

      3. The Web Phone will be in the “available” status for calls while you are logged into Portal. 

      4. Both Chat and Texting (SMS) can be accessed from the Web Phone window.   


      Web Phone View Options

      The Web Phone has additional menu options that can be used to manage your Extension. 
      1. The same options are available in "docked" position and in "full" position.    The difference is size and accessibility.

      2. The Menu options in Web Phone are a limited version of your available Portal Tabs. 


      Docked Position View

      Call Center              Contacts              Voicemail        Call History   Chat and SMS


      1. Note:  The Web Phone Call Center option is a smaller version of the Call Center Tab that is available on your Portal Screen.   You will see Active Calls and have the ability to Login/Logout right from this screen. 



      There is an additional Menu that can also be accessed from Web Phone. 
      1. Just click the three line Menu option. 

      2. Under the Menu, you have access to:



       "Expanded" Position View
      1. Grab the corner of the Web Phone window and drag it outward to expand the window into its full size.  Your options are now in one large window and easily accessible.

      2.   When you are ready, simply pull the Window back to its original size for convenient docking of all options.  


      How to Use Web Phone

      1. In the top-right corner of your Portal, click Apps.
        1. From the dropdown menu, choose Office Anywhere Web. 


      2. First-time Users of Web Phone may need to give the Web Phone permissions to access the microphone.  Choose Allow.  
        1. You will see a main menu message.  Choose Next. 

        2.  You will see a profile area message. Choose Done. 

          1. After the initial acceptance, Web Phone will not ask for these permissions or show these navigation prompts again. 

      3.  To make an Outbound Call, choose the Plus button in the lower right corner. This will open the call options.  

        1.  Click the Dial Pad icon.   

        2.  Dial as normal. Press the green Call button when ready. 


      4.  Once in the active call, you will have the options to: 

        1.  Mute:  Your microphone will be Muted, but you will still be able to hear the call.  
        2. Hold:  The call will be held for all parties on the call.  Your domain’s Music on Hold and any additional programmed Messages will play during this time. 
        3. Add Call :  Clicking Add Call will allow you to add another person to the current call (conference call). The new person added can be from your Contacts list or you can manually dial their number. 
        4.  Transfer:  You can transfer the call to a member of your Contacts list or manually add the number.  Click the Call phone icon beside the number.   
          1. If you choose Blind transfer, the call will immediately forward to the chosen number.   Blind transfer is sometimes referred to as a “cold” transfer. 
          2. If you choose Assisted transfer, your call will switch to pending transfer so that you can speak to the other party before you complete the transfer.  Assisted transfer is sometimes referred to as a “warm” transfer. 
          3. Choose Complete Transfer when you are ready to complete the transfer of the call.  

        5.  Park Call:  If your domain has Call Park Queues set up, you may Park the call into the Call Park Queue so that another Extension can pick up the call.  
        6. Switch Phone:  If you would like to switch the call to another of your Extension devices, choose this option.  
        7. Access Contacts:  This option will access your Contact List.  
        8. Hide Call:  This option is in the More menu.   This will “hide” the current call in your window. 
           
      5. When your call is complete, choose the red End Call icon.   



      Click-to-Call

      There are several places in Portal where you can use Click-to-Call.  Click-to-Call allows you to click on a phone number in Portal, and Portal will call the number using your preferred phone device.    
      1. You may use Click-to-Call from your Contact List, Voicemail, or your own Call History.  

      2. Phone Numbers that are eligible for  Click-to-Call will appear in blue, similar to the appearance of a web link. 
        1. When you hover over an eligible Phone Number, the Click-to-Call message will appear above it. 


      Instructions
      1. When the phone number is clicked, a small window will appear to allow you to choose your preferred Phone device. 

      2. You will then click Call.
      3. Your preferred device will dial the phone number for you, as normal. 


      Analytics

      Analytics are available for your Extension.  The Analytics available here will give you the option to view a summary of your Inbound and/or Outbound calls for your Extension. 
      1. Live Report Views will be saved as "Widgets". 

      2. You may change the Date Range of your Analytics by choosing Override Date Range.


      3. Overriding the Date Range is temporary and will not affect your saved Widget.


      How to Add an Analytics Widget       

      1. Click the Analytics tab.


      2. Click the Tools wrench icon.


      3. Select Add Widget.

        1. Choose your Report Type.
        2. Choose Next.


      4. Choose your Date Options.
        1. Choose Next.


      5. Choose the Group Options.  Use the Add/Remove icons to move Users (extensions) to the selected list.
        1. Choose Next.


      6. Choose the Call Type.  Use the Add/Remove icons to move Users (extensions) to the selected list.
        1. Choose Next.


      7. Choose your Advanced Options. Name your Widget and make additional Filter selections.
        1. Choose Next.


      8. Review Selections.
        1. Choose Finish.


      9. Your Widget will now appear on the Dashboard. 


      Viewing/Editing a Widget or Dashboard       

      Viewing a Widget will allow you to see a deeper breakdown of the available information. 
      1. You may also Print and Download from the View Widget option.

      Instructions
      1. Click the Analytics tab.


      2. Click on the View magnifying glass icon on the Widget that you would like to view.  


      3. The larger and more detailed view will appear. 
        1. You will have the option to download or print the stats.  

        2. Click the View magnifying glass icon again to close the view. 

      4. To edit any Widget, simply click the Edit pencil icon on the Widget.


      5. To edit or delete the Dashboard, simply click the Tools wrench icon.

        1. Make your selection.


      Call History and Call Recordings

      Your Extension’s Call History and Call Recordings (if enabled) are available to you in Portal.  
        1. All Call History will be defaulted to the current day. 

        2. You may change the View by choosing the Filters option.   Filters will allow you to search by:  Date, Caller Number, Dialed Number, and/or Call Type.


        How to View Your Call History

        1. Choose the Call History Tab.


        2. A list of the calls made and taken for the specified date range will be displayed in the Call History list.  


        3. You may adjust the dates that you are searching for by clicking Filters.

          1. Make your choice, then choose Filter.


        4. Highlight any call and additional options will appear to the right of the selected Call.

        5. You may: 

          1. Edit or Add Contact.
          2. Download the Call Recording (if Call Recording is enabled for your domain).
          3. Listen to the Call Recording (if Call Recording is enabled for your domain). 
          4. Add Notes about the Call.  


        Video Chat and Meeting Options

        Our Clarity Video Anywhere app allows you to Video Call with both internal and external Contacts right from Portal.
        1. Meetings and Webinars can be created in Clarity Video Anywhere.
        2. You may Start a Meeting, Schedule a One-time Meeting, or Schedule a Recurring Meeting.


        How to use Clarity Video Anywhere

        1. In Portal, Click Apps. 
          1. Choose Clarity Video Anywhere from the drop-down menu.  


        2. Both Meetings and Webinars can be created in Clarity Video Anywhere. 

          1. You may create a one-time Meeting or a Recurring Meeting by choosing Schedule a Meeting.  Make sure to Save your Meeting when your choices are complete. 

          2. You may start an immediate Meeting by choosing Start a New Meeting.  Choose your options, if any, and click Next. 

            1. The Meeting will immediately begin. 

        3. You may also create a Meeting Room that can be joined at any time.   
          1. These are especially handy for meetings or trainings that are not on a regular basis but do occur often. It gives all participants a "place" to meet up without having to schedule or start a new meeting. 

        4. Make sure to Save your Meeting Room when your choices are complete. 


        5. Existing Meeting Room information can be accessed by choosing Rooms and then the requested Room. 

          1. The Join Information of the Room can be copied and shared quickly to participants. 


        6. Once inside the Meeting, you have the option to Screen Share, Chat, and Record.


        This Guide serves as a Quick step-by-step of your options for your Extension. 

        For Technical Assistance, Training, or questions about any of our available options, please do not hesitate to call us at 1-800-696-3995 with any questions.  
        We are available live Monday through Friday 8am-9pm EST.  
        We are also available for Afterhours Emergency calls 24 hours a day, 7 days a week. 

        We do provide free Training.  Please Contact us to schedule your free Training at a time that is convenient for you.


          • Related Articles

          • "Call Center Supervisor" Admin Guide

            What is the Call Center Supervisor Permission Level? "Call Center Supervisor" Permission Level means that your Permission Level has access both to your own Extension and the ability to view and edit the Call Queues that you have been assigned to. ...

          • "Advanced User" Admin Guide

            What is the Advanced User Permission Level? "Advanced User" Permission Level means that your Permission Level has access both to your own Extension and also the ability to view and edit your Domain's Call Routing. Advanced User Permission Level has ...

          • "Basic" User Portal User Guide

            What is the Basic Permission Level? "Basic" Permission Level means that your Permission Level has access to your Extension only. Basic Permission Level does not have access to the main domain's Routing or Settings. Basic Permission Level does include ...

          • "Office Manager" Admin Guide

            What is the Office Manager Permission Level? "Office Manager" Permission Level means that your Permission Level has access both to your own Extension and also the ability to view and edit your Domain's Call Routing and Users. Office Manager ...

          • "Site Manager" Admin Guide

            What is the Site Manager Permission Level? "Site Manager" Permission Level means that your Permission Level has access both to your own Extension and also the ability to view and edit your Domain's Call Routing and Users for your assigned Site. Site ...