Stratus Web Portal Admin User Guide
Discover how you can use the admin version of the Stratus web portal to manage your phone system and its users.
Table of Contents
View and Download an Admin User Guide
Access the Portal
NOTE: If you are having trouble logging in, please contact our support team.
- Visit www.stratus.spectrumvoip.com.
✓ Visiting this link will pull up Stratus' Login page:
- In the Login Name box, type your login name.
- In the Password box, type your password.
- Click Log In.
Login Help
If you have forgotten your login name or password for the Stratus web portal, the Login page offers two links for requesting emails to remember a login name or reset a password.
Request Your Login Name
To find out the login name to use for logging into Stratus…
1. Click on the Forgot Login Name link.
2. In the Forgot Login Name menu, type your email address in the Email box.
3. If known, type nsion number in the nsion field.
4. Click the Send button.
✓ Clicking Send should send out an email with the login name:
Reset Your Password
To reset a forgotten password to get logged in again…
1. Click on the Forgot Password link.
2. On the Forgot Password menu, type your login name in the Login Name box.
3. Click the Send button.
✓ Clicking Send should send out a password recovery email that looks similar to this:
4. In the password recovery email, click the Reset Password button and follow the prompts.
The Home Page
On the Home page, you can get a breakdown of your organization's performance and status.
Active Calls
Use the CURRENT ACTIVE CALLS module to view the calls your business is receiving.
By clicking the Listen In icon, you can monitor calls using the Audio Monitoring tool.
When listening to a call using the Audio Monitoring feature, administrators can use the Join Call or Whisper to buttons to interact with the call.
NOTE: Join Call (Barge) / Listen Only are available on all calls (i.e., on-net to on-net, and on-net to offnet).
Whisper only works for a call by an agent/employee (on-net) connected to a call that is offnet.
Note: Since audio monitoring sessions start in Listen Only by default, only the Join Call and Whisper To buttons will be visible.
After switching to either Barge or Whisper mode, a Listen Only button will appear in the other buttons' place.
Join Call (Barge)
The Join Call (Barge) feature allows a listener to join into the call, rather than just listen (as is the case with Listen Only). Barge allows both parties of the call to hear the user joining the call.
To barge into a call, click the Join Call button on the Audio Monitoring pop-up.
✔ You should now be able to hear and speak to both calling parties.
Whisper
The Whisper feature allows the whisperer to speak only to the agent (on-net user) on a call. The Caller (off-net) is not able to hear the whisperer.
Warning: The whisper option is only available on Calls where one party is an on-net user, and the other party is an off-net user. This can be either an inbound or outbound call.
To whisper to the agent of the call, press the Whisper To button on the Audio Monitor pop-up.
✔ You should now be able to speak to the agent without the caller hearing.
Listen Only
The Listen Only feature allows the listener to hear both sides of a call but not be heard by either of the other parties.
To use Listen Only after using either Join Call or Whisper, click the Listen Only button on the Audio Monitoring pop-up.
The Call Graph
The CALL GRAPH modal can be used to view the activity of your phone system over a length of time. Viewing this graph can be useful for call center forecasting.
If needed, you can use the dropdowns to adjust the information shown in the graph.
Using the Zoom buttons, you can update the graph to only show information for a certain timeframe.
Click the Print button to print out a copy of this graph.
Users and Applications
If needed, you can reference the total number of users, devices, and components that make up your phone system.
Being able to view this information can come in handy if you need to keep track of your inventory.
Usage Statistics
The USAGE STATISTICS modal displays a quick view of statistics that measure your phone system's activity.
Call Center Management
The Call Center page can be accessed by clicking the Call Center Icon at the top of the Stratus Web Portal.
Users with User Scopes of Call Center Supervisor and Office Manager will be able to view the Reports page of Call Center in the web portal.
The Stats Grid
A color-coded stats grid shows the following information:
- Green - value is within an acceptable range.
- Yellow - value is within the range of your lower threshold.
- Red - value meets or exceeds your upper threshold.
- White - no thresholds are configured for the statistic.
Adjust the Stats Grid
1. Click GRID SETTINGS to adjust the stats shown on the grid and its color warnings.
2. In the Grid Settings menu, enable or disable certain stats from being shown in the grid.
3. Use the Lower Threshold and Upper Threshold boxes to set the limits for these stats to determine when and what color warnings will show.
Quick Tip: You can leave these boxes blank to disallow color warnings.
4. Click the Save button.
Set Your Service Level Threshold
1. Click the Settings button.
2. Visit the General tab.
3. Use the Service Level Agreement slider to specify the amount of time (in seconds) that a call should be answered to meet your standards. This value will be used to calculate the Service Level Percentage statistic.
Quick Tip: The Sevice Level Agreement statistics is the percentage of calls answered originating through the queue within a set amount of time. The default is 60 seconds, but other time windows are available.
The Abandon Rate (AR) will be deducted from the service level percentage. For example, if you have 100% of calls hitting Service Level, but you have an Abandon Rate of 2.1%, your Service Level would be 97.9%.
4. Click the Save button.
Create Custom Statuses
If your agents are supposed to be setting their status for reporting purposes, custom statuses can be created to allow your agents to more accurately report why they are unavailable for calls at certain times.
To add new custom statuses…
1. Click the Settings button.
2. Visit the Custom Statuses tab.
3. In the Add a new agent status box, type the name of a status for your agents to use and click Add.
✔ Now you can have a list of statuses.
Your agents can now select these statuses when they are making themselves unavailable for calls.
Monitor Calls
By utilizing the Join Call (Barge), Whisper, and Listen Only features, Call Center Supervisors and Managers are able to monitor and manage the calls of their agents.
Scope: These audio monitoring features are only available to users with a scope of a Call Center Supervisor or higher.
Basic Users are not able to monitor calls.
As a Call Center Supervisor
To monitor a call as a Call Center Supervisor…
1. Visit the Call Center page.
2. On the Call Center page, use the AGENTS menu to find the agent's extension number and their call.
3. Click the Listen in icon next to the Agent's extension number.
✔ After a short delay, an Audio Monitoring box will appear.
As an Office Manager or Site Manager
To start the connection as any user with an Office Manager or Site Manager…
1. On the Home tab, use the ACTIVE CALLS menu to find the active call to listen to.
2. Click the Listen in icon to the right of the call.
✔ After a short delay, an Audio Monitoring box will appear.
Audio Monitoring Features
When listening to a call using the Audio Monitoring feature, administrators can use the Join Call or Whisper to buttons to interact with the call.
NOTE: Join Call (Barge) / Listen Only are available on all calls (i.e., on-net to on-net, and on-net to offnet).
Whisper only works for a call by an agent/employee (on-net) connected to a call that is offnet.
Note: Since audio monitoring sessions start in Listen Only by default, only the Join Call and Whisper To buttons will be visible.
After switching to either Barge or Whisper mode, a Listen Only button will appear in the other buttons' place.
Join Call (Barge)
The Join Call (Barge) feature allows a listener to join into the call, rather than just listen (as is the case with Listen Only). Barge allows both parties of the call to hear the user joining the call.
To barge into a call, click the Join Call button on the Audio Monitoring pop-up.
✔ You should now be able to hear and speak to both calling parties.
Whisper
The Whisper feature allows the whisperer to speak only to the agent (on-net user) on a call. The Caller (off-net) is not able to hear the whisperer.
Warning: The whisper option is only available on Calls where one party is an on-net user, and the other party is an off-net user. This can be either an inbound or outbound call.
To whisper to the agent of the call, press the Whisper To button on the Audio Monitor pop-up.
✔ You should now be able to speak to the agent without the caller hearing.
Listen Only
The Listen Only feature allows the listener to hear both sides of a call but not be heard by either of the other parties.
To use Listen Only after using either Join Call or Whisper, click the Listen Only button on the Audio Monitoring pop-up.
Call Center Reports
The Portal can generate custom reports about call queues. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This granularity enables call center supervisors to monitor their call center.
To view your call center reports…
- On the Call Center page, click the Reports button.
- Use the tabs to select what type of report you want to view.
Types of Call Center Reports
The Reports page of Call Center can show you several different reports that can be used to monitor how your queues and agents are handling calls.
Queue Stats Report
The Queue Stats report allows supervisors to view specific attributes on a queue-by-queue basis based on user-configurable attributes.
Add or Remove Stats from the Table
The Table Settings button can be used to select the statistics that will be showing in the table.
Statistic Description
Volume (VOL)
Number of calls originating through a Call Queue.
Includes answered calls, abandoned calls, forwards, and voicemail.Calls Handled (CH) Number of calls answered by agents originating through a Call Queue. Calls Offered (CO) Number of calls that reached the queue to be dispatched to agents.
Includes abandoned calls. Excludes forwards and voicemail.Adjusted Calls Offered (ACO) Adjusted number of calls that reached the queue.
Excludes calls abandoned in less than 10 seconds.
(Calls Offered CO) - (Adjusted Abandoned Calls AAC).To Vmail Number of calls handled by the automated voicemail system.
Only triggered if the caller leaves an audible voicemail at a traditional or system/functional extension.
Forwarded Number of calls forwarded to another queue or offnet phone number for handling.
Must have another queue or offnet (external) phone number set as FWD Destination in the “In Queue Options” for this to be triggered.
Avg Talk Time (ATT) Average number of minutes spent by agent talking per call on calls originating through a Call Queue.
Excludes hold time.Avg After Call Work (ACW) Average time an agent spends between the end of a call and submitting call disposition. Avg Hold Time (AH) Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue. Service Level (SL) Percentage of calls answered originating through the queue within a set amount of time. The default is 60 seconds, but other time windows are available.
The Abandon Rate (AR) will be deducted from the service level percentage. For example, if you have 100% of calls hitting Service Level, but you have an Abandon Rate of 2.1%, your Service Level would be 97.9%.Dial Transfers (DT) Percentage of calls that landed in the queue and were offered to an agent. Abandoned Calls (AC) Number of calls that abandoned the queue before being offered to an agent.
Only triggered if caller disconnects while the queue is ringing the agents; not during any voicemail greeting or automated system voice-over message within the call flow.
Adjusted Abandon Calls (AAC) Adjusted number of calls that abandoned the queue.
Excludes calls abandoned in less than 10 seconds.
(Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)Abandon Rate (AR) Percentage of calls offered that were abandoned.
(Abandoned Calls AC) / (Calls Offered CO).Adjusted Abandon Rate (AAR) Percentage of calls offered that were abandoned by the incoming caller after ringing for 10+ seconds.
(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).Avg Handle Time (AHT) Average time an agent spent on a call.
Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)Avg Answer Speed (AAS) Average time a call is in the queue before being dispatched to an agent. Change the Stat Shown in the Graph
The line graph shown in the Report page will display one stat at a time. The stat shown can be adjusted.
To pick a different stat to be shown in the line graph, click Call Volume and select the stat that should be shown.
Color Code the Graph
You can click the checkboxes in the first column for Call Queue statistics to color-code the graph to better visualize the activity for each queue.
Quick Tip: Clicking the Graph icon will toggle all of the checkboxes on/off.
Agent Stats Report
The Agent Stats report shows statistics for each agent in your queues.
Filter Agent Data
To make sorting through your agents' data easier, you can filter the agents shown in the table and graph.
There are two ways that you can filter your agents:
1. Use the Department drop-down to only show agents in a certain Department.
2. Use the Queue drop-down to only show agents in a certain Call Queue.Add or Remove Stats from the Table
The Table Settings button can be used to select the statistics that will be showing in the table.
Statistic Description Calls Handled (CH) Number of calls answered by agent originating through a Call Queue. Avg Talk Time (ATT) Average number of minutes spent by agent talking per call on calls originating through a Call Queue.
Excludes hold time.Avg After Call Work (ACW) Average time an agent spends between the end of a call and submitting call disposition. Avg Hold Time (AH) Average time a caller spends on hold with an agent. Excludes waiting time in the Call Queue. Avg Handle Time (AHT) Average time an agent spent on a call.
Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)Logged in Hours (LI) Total time an agent status is set to Online. Talking Time(TT) Number of minutes spent by agent on answered calls originating through a Call Queue Available (AM) Total time an agent is available for calls.
Includes time Logged In/Online status.
Excludes Break, Lunch, Meeting, Unavailable, Web, and Other statuses.Calls Assisted (AST) Number of calls answered and passed onto a different agent for further handling.
Agents who handled the queued call but were not the final handler will be given an assist count.Unavailable (UM) Total time an agent is not available for calls.
Includes time Logged Off/Offline Status, Break, Lunch, Meeting, Web, and Other statuses.
Excludes Available.Lunch (L) Total time an agent status is set to Lunch. Break (B) Total time an agent status is set to Break. Meeting (M) Total time an agent status is set to Meeting. The Web (W) Total time an agent status is set to Web. Other (O) Total time an agent status is not Available, Break, Lunch, Meeting, or Web. Outbound Attempt (OATT) Number of outbound call attempts by agent.
Excludes on-net calls and conference calls.Outbound Answered (OANS) Number of outbound calls by agent answered by remote party.
Includes calls answered by voicemail.
Excludes on-net calls and conference calls.Outbound Minutes (OM) Number of minutes spent by agent on outbound calls.
Excludes call center calls, on-net calls, and conference calls.Outbound Average (OAvg) Average length of time spent by agent on outbound calls.
Excludes call center calls, on-net calls, and conference calls.Inbound Answered (IANS) Number of inbound answered calls to an agent.
Includes call center calls.
Excludes on-net calls and conference calls.Inbound Calls Today (IA) Number of attempted calls inbound to agent. Includes call center calls. Excludes on-net calls and conference calls. Inbound Minutes (IM) Number of minutes spent by an agent on inbound calls.
Includes call center calls.
Excludes on-net calls and conference calls.Inbound Average (IAVG) Average length of time spent by an agent on inbound calls.
Includes call center calls.
Excludes on-net calls and conference calls.Missed Call (MC) Number of calls originating through a call queue offered to an agent but not answered. This includes multiple attempts if a call loops through all agents, but excludes unanswered simultaneous ring calls. Change the Stat Shown in the Graph
The line graph shown in the Report page will display one stat at a time. The stat shown can be adjusted.
To pick a different stat to be shown in the line graph, click Call Volume and select the stat that should be shown.
Color Code the Graph
You can click the checkboxes in the first column for Call Queue statistics to color-code the graph to better visualize the activity for each queue.
Quick Tip: Clicking the Graph icon will toggle all of the checkboxes on/off.
Agent Availability Report
The Agent Availability report shows a breakdown of how long each agent in a queue has been on different statuses.
Show Specific Statuses
The Table Settings button can be used to select the default and custom statuses that will be showing in the table and graph.
Filter Agent Data by Department
If needed, the agents shown in the Agent Availability report can be filtered to help declutter and simplify your view of the table and graph.
Use the Department drop-down to view the availability data of agents in specific Departments.
Dialed Number Stats Report
The Dialed Number (DNIS) Stats report shows information based on the Dialed Number Identification Service (DNIS). DNIS is a telephone service that informs the receiver about a call that the caller dialed. DNIS is a common feature utilized by 800 and 900 services.
If you have multiple 800 or 900 numbers to the same destination, the DNIS tells you which number was called and how it was dialed.
Adjust Dialed Numbers Shown
You can click the checkboxes in the first column for Call Queue statistics to hide/show specific numbers dialed in the graph.
Quick Tip: Clicking the Graph icon will toggle all of the checkboxes on/off.
Add or Remove Stats from the Table
The Table Settings button can be used to select the statistics that will be showing in the table.
Statistic Description Call Volume (VOL) Number of calls originating through a Call Queue.
Includes answered calls, abandoned calls, forwards, and voicemail.Calls Handled (CH) Number of calls answered by agent originating through a Call Queue. Calls Offered (CO) Number of calls that reached the queue to be dispatched to agents.
Includes abandoned calls.
Excludes forwards and voicemail.Adjusted Calls Offered (ACO) Adjusted number of calls that reached the queue.
Excludes calls abandoned in less than 10 seconds.
(Calls Offered CO) - (Adjusted Abandoned Calls AAC).To Vmail (VM) Number of calls handled by the automated voicemail system. Forwarded (FWD) Number of calls forwarded to another queue or offnet phone number for handling. Avg Talk Time (ATT) Average number of minutes spent by agent talking per call on calls originating through a Call Queue.
Excludes hold time.Avg After Call Work (ACW) Average time an agent spends between the end of a call and submitting call disposition. Avg Hold Time (AH) Average time a caller spends on hold with an agent.
Excludes waiting time in the Call Queue.% Service Level (SL) Percentage of calls answered originating through the queue within a set amount of time. The default is 60 seconds, but other time windows are available.
The Abandon Rate (AR) will be deducted from the service level percentage. For example, if you have 100% of calls hitting Service Level, but you have an Abandon Rate of 2.1%, your Service Level would be 97.9%.% Dial Transfers (DT) Percentage of calls that landed in the queue and were offered to an agent. Abandoned Calls (AC) Number of calls that abandoned the queue before being offered to an agent. Adjusted Abandon Calls (AAC) Adjusted number of calls that abandoned the queue.
Excludes calls abandoned in less than 10 seconds.
(Abandoned Calls) - (Number of calls abandoned in less than 10 seconds)Abandon Rate (AR) Percentage of calls offered that were abandoned.
(Abandoned Calls AC) / (Calls Offered CO).Adjusted Abandon Rate (AAR) Percentage of calls offered that were abandoned by the incoming caller after ringing for 10+ seconds.
(Adjusted Abandoned Calls AAC) / (Adjusted Calls Offered ACO).Avg Handle Time (AHT) Average time an agent spent on a call.
Includes Talk Time (TT), Hold Time (AH), and Disposition Time (ACW)Avg Answer Speed (AAS) Average time a call is in the queue before being dispatched to an agent. Available Minutes (AM) Total time an agent is available for calls.
Includes time Logged In/Online status.
Excludes Break, Lunch, Meeting, Unavailable, Web, and Other statuses.Change the Stat Shown in the Graph
The line graph shown in the Report page will display one stat at a time. The stat shown can be adjusted.
To pick a different stat to be shown in the line graph, click Call Volume and select the stat that should be shown.
Filter DNIS Data by Queue
Use the Queue drop-down to only show the stats for numbers that direct callers to a certain Call Queue.
Abandoned Calls Report
The Abandoned Calls report shows a graph and data about calls that have been recorded as abandoned.
Note: Time is measured along the x-axis and the number of calls abandoned is measured along the y-axis.
Each abandoned call and the information about these calls are shown in the table. The data shown includes…
• Date and time of the abandoned call.
• The From Name of the caller.
• The phone number of the caller (From)
• The on number and name of the Queue the abandoned call originated from.
• The number dialed by the caller of the abandoned call.
• How long (in seconds) the caller waited before abandoning the call.These abandoned calls are usually the result of callers hanging up before their call is answered, or from their call dropping due to technical issues. Most abandoned calls occur in the first 10 seconds (2 rings) of a call.
Filter Abandoned Calls by Queue
Use the Queue drop-down to only abandoned calls recorded for a certain Call Queue.
- Select the date range and times for calls and their statistics.
Schedule Emailed Reports
If needed, you can have reports of your call center statistics automatically sent to your email. This can be helpful for record-keeping.
To schedule emails for your call center reports…
1. Click the Email Reports button.
2. On the Basic tab of the Email Reports menu select the Types of reports that should be included in the emailed report.
3. In the Frequency section, select when you would like to receive reports by email.
4. Use the drop-downs that appear to further specify when the reports should be sent.
• A daily report will require the supervisor to set a time.
• A weekly report will require the supervisor to set a day of the week and time.
• A monthly report will require a day of the month and send the previous month's data on that day. Set this to "1" to receive a report of the full previous calendar month.
Note: The Send Time will be followed for Monthly, Weekly, and Daily reports.
5. In the Advanced tab that appears, use the Statistics sections for each type of report to select the stats that should be shown for each report.
6. Use the Extra Email Addresses section to type the email addresses of people that should receive the reports.
Note: Up to 4 different email addresses can be added.
7. If you would like a CSV spreadsheet of raw data including all available statistics attached to the email, select Attach CSV data to email.
8. Click the Save button. The email reports will then be scheduled.
User Management
How Can I Add More Users?
The option to add new users in the web portal is only available to our team. Only our team can add users or seats since the services that are provided to users for them to use their desktop phones, mobile apps, or desktop apps incur a cost. As with other billable changes, our team can determine how adding a user will affect your bill while also helping to implement this change for your team.
Submit a Request to Add More Users
In order for our team to add and configure any new users to meet your business' needs, our team will need to know more about the user, their needs, and their purpose.
Information Needed to Add a User
To make sure your new user(s) are created and configured to fit your needs, our team will need to know…
• The purpose for this user. Will this extension be for a user, an inbound routing user, or a voicemailbox?
• The first and last name to use for the new user.
• The extension number this user will need.
• An email address for a Welcome Email and any password resets to be sent to.
• If the user(s) will need specific permissions in the web portal.
• If the user(s) will need a phone registered to its extension.
Quick Tip: If you need to order new desk phones and equipment for your new users, visit our online store to view your options.
• If the user(s) will need DID (Direct Inward Dialing) numbers.
Note: Learn more about our process for ordering DID phone numbers by reading this article.
• The Department and/or Site of the new user.
• If the new user will need any special time routing or call forwarding, such as…
– They have active/business hours that differ from the main business.
– They answer calls on different devices depending on the day of the week.
– They will need to be able to forward calls to another device or user.
– They have a specific way calls should be handled if they are called during their after hours.
• Where the user will be in your business' routing. Will this user be present in…
– An Auto Attendant? If so, which auto attendant and for which option?
– A Call Queue? If so, which call queue and in what order?
– A special rule for call routing?
Once you have decided how you would like your users to be added, next you will need to communicate with our support team to get this change implemented.
Contact Your Project Manager
If you are a new customer that is still working with a dedicated Project Manager, you can email or call your Project Manager to inform them that you intend to add more user(s) to your account.
✔ In that email or call, tell your Project Manager your preferences for any new users so that they can ensure your users are added and configured to meet your needs.
If these new users will be needing any equipment, such as a desk phone or headset, please let your Project Manager know.
Call Our Technical Support Team
As a current customer, you can dial 4-3-5-7 (HELP) on a SpectrumVoIP phone/app or call (469) 429-2500 to work with a Technical Support specialist live on a call.
✔ Calling into Technical Support is recommended since you can actively communicate with the specialist as they add in and set up your new users.
If the new users will need new phones registered, then you will need to be on an active call with a technical support analyst so that they can register any new phones to these new users.
Create a Support Ticket
If you a current customer, you can easily submit a ticket to our Technical Support team to have a user created without having to call.
A support ticket can be created by…
• Clicking Contact Us on this support site and filling out the Submit a Support Ticket form.
• Emailing support@spectrumvoip.com.
✔ When you fill out the online form or email, it is recommended to include your preferences for the new users.
NOTE: If these new users will need desk phones registered to their extensions, then it is recommended to call into technical support so that a team member can register the phone remotely.
NOTE: If this new user will need a phone registered to its extension, it is recommended to call our technical support team since a remote desktop session may be necessary.
Note: Adding users is a billable change that will affect your monthly bill.
Empty extensions, such as inbound routing users, general voicemailboxes, etc., do not incur an extra charge to be added.
To add new users to your SpectrumVoIP Account, please contact our team.
IMPORTANT: Since adding a user will affect your bill, only SpectrumVoIP team members can add a new user for you.
To check how adding a user will affect your bill, reach out to our Billing (Option 2) or Technical Support (Option 4) teams by calling (469) 429-2500.
Quick Tip: As an alternative to creating a new Stratus user, you can recycle old users that you are not using anymore to avoid changing your bill.
Recycle an Obsolete Stratus User
If you have an old user that is not being used anymore, you can easily recycle the user to reuse that extension for a new user. This can help you avoid having to add a seat to your bill.
To recycle an old user to save some money…
- Navigate to the Users page and select the user needing a recycle.
- Visit the Advanced tab in the user's settings and click the Reset User button.
- In the Reset User modal, use the checkboxes to select what kind of information should be deleted or changed.
- Make sure to select Recycle User to input the new user's information.
- Click the Reset button.
- Click Reset again on the confirmation message that appears.
- In the Recycle User modal, use the boxes to type in the new user's information.
- To have the new user set up their voicemail PIN and the password for their web portal, use the Email box to type in the user's email and select Send Welcome Email.
- Click the Save button.
✔ Now you can go through the new user's settings to further configure their extension, mailbox, and answering rules.
Edit Users
Configure a User's Profile
As a Stratus admin, you can update any of your users' Profile information.
Basic Profile Information
Field | Description |
---|---|
First Name and Last Name | Choose the first and last name to be shown in contacts for this user. |
Login Name | Reference the login name that this user can use to log into the Stratus web portal. |
Department | If needed, sort this user into a Department. This can be useful for organizing your users and allowing them to use group pickup features. |
Site | If needed, sort this user into a Site. This can be useful if you have Site Managers that should be managing users of a certain location/site. |
Overwrite with Site Defaults | If this user is assigned to a site, you can select whether or not their settings should be overwritten to match their site's default settings. |
Timezone | Select your local time zone that will be used for the time shown on the user's SpectrumVoIP desk phone, |
User's Scope | If needed, assign this user a scope that will determine what kind of information they can see and control. To have a user set up as an Office Manager, please contact our support team. |
Record User's Calls | Select whether or not this user's calls should be recorded. If you are having trouble seeing this option or would like help enabling call recordings, please contact our support team. |
Directory Options |
• Announce in Audio Directory - Select this to have the user's name searchable in a dial-by-name directory. • List in Directory - Select this to have the user visible in the contacts of other users. This includes the Directory feature of other user's desk phones. |
Caller ID Information
Field | Description |
---|---|
Area Code | This is the area code that the user may prefer for local 7-digit dialing. If this user dials the last 7 digits of a phone number, this area code will be used automatically. |
Caller ID Name | This is the caller ID name shown when this user places an outbound call. |
Caller ID | For this user's outbound calls, this is the phone number that recipients will see. |
Emergency Caller ID | When 9-1-1 is dialed, the emergency dispatcher that handles the emergency call will see this phone number and the address information that our team has registered to it. |
Account Security Information
Field | Description |
---|---|
Email Address(es) | This is the email address that will receive any email notifications for things like voicemail notifications, password resets, etc.. To add more email addresses, click the Add another email icon. |
MFA Methods: • Single Sign-On - Office365 • Multi-Factor Authentication - Google |
If Single Sign-On has been enabled for your business, users can link either their Office 365 or Google account to their Stratus account to make logging in more convenient. You can view the status of their accounts' connections to Stratus. To have single sign-on enabled for your business, please contact our support team. |
Update a User's Voicemail PIN
In the Change Voicemail PIN section, you can use the New PIN box to type a new, 4-digit PIN.
WARNING: Avoid using 1234 or 0000 as a PIN.
✔ Once any changes to their settings have been made, make sure to click the Save button.
Configure a User's Voicemail
Each user that is created has their own voicemailbox that can be viewed and managed by the user themself or a Stratus admin user.
Inbox Settings
As a Stratus admin user, you can configure a user's inbox settings.
Setting | Description |
---|---|
Enable Voicemail | Created users have their voicemailbox enabled by default. If needed, you can deselect this to disable this user's mailbox. |
Inbox Options |
• Sort voicemail inbox by latest first - When enabled, have the mailbox sort messages by how recently they were received. • Announce voicemail received time - Have the user's mailbox announce when the voicemail was received before playing the message. • Announce incoming call ID - Have the user's mailbox announce the caller's Caller ID before playing the message. |
Operator Forward | If needed, you can give callers that reach this user's mailbox the option to have their call forwarded elsewhere instead of leaving a message. This will allow users to press 0 to have their call forwarded. Users that use this feature commonly have calls forward to the extension number of a receptionist or operator. |
Number of Messages | You can view how many messages are in the user's mailbox. If needed, you can click Clear messages to clear out the mailbox's messages. |
Copy to extension(s) | If needed, you can have this user's voicemail messages copied into the mailbox of another user. To have messages copied to a user's mailbox, type the user's name or extension number. Click the Add another extension icon to add more users to copy messages to. |
Voicemail Transcription | This option is disabled by default. Enabling voicemail transcriptions using Google's services costs $2.99/user per month. This user would be able to view these transcriptions in the web portal, the StratusHUB desktop app, and the Stratus mobile app. |
Options | These optional options allow you to enable special notifications for certain conditions. To have these options shown, contact our support team. • Send email when mailbox is full - Have an email sent whenever the user's mailbox is full. • Send email after missed call - Have an email sent whenever the user misses a call. |
Manage Greetings
In the Greetings section, you can view, Listen to , Download , and Manage the greeting that is played to callers that reach the user's mailbox.
Click the Manage icon next to the Voicemail Greeting to view the Manage Greetings menu and the mailbox's greetings. You can also Download , Edit , and Delete greetings.
Create a Greeting
1. On the Manage Greetings menu, click the Add Greeting button.
2. Use one of the following options to add in a greeting.
Text-to-Speech
You can use the text-to-speech tool to create a greeting without having to record one.
To create a greeting using text-to-speech…
1. In the New Greeting section, select Text-to-Speech.
2. In the Message box, type out the voicemail greeting.
3. Use the Language dropdown to select the language that will determine the voices that can be selected.
4. Use the Voice dropdown to select the voice that should say the message.
5. Press the Play icon to listen to the voice and the message to confirm they sound correct.
Quick Tip: If the message does not sound correct, try…
• Spelling out any names phonetically.
• Typing out email addresses and phone numbers without any special characters.
(e.g., 4 6 9 4 2 9 2 5 0 0 and business at g mail dot com)
• Selecting a different voice to see if a certain voice pronounces the name better.
6. Click the Save button.
Upload
If you have a pre-recorded greeting or a downloaded backup of a greeting, you can upload the audio file to use as a user's voicemail greeting.
WARNING: The audio file should be a 16-bit WAV (8Khz, Mono, 16-Bit PCM) file.
Convert an Audio File Using G711.org
To convert the audio file, you can use a free site named g711.org. To do so…
1. Visit g711.org.
2. In the Source File section, click the Browse button.
3. Select the audio file to be converted.
4. In the Output Format section, ensure that the Standard Definition option is selected.
5.Click the Submit button.
✔ Doing so will pull up a new page with a link.
6. Right-click the link and select Save link as.
7. In the File name box, type a name for the converted audio file and then click the Save button.
DANGER: Not converting music files can cause catastrophic issues for your phone system.
Once the file has been selected on your PC, click the Upload button.
Record
One way to add a greeting for a voicemailbox is the call to record tool.
To have a call sent out that will record your greeting…
1. In the New Greeting section, select Record.
2. In the Greeting Name box, type in an optional name for the greeting.
3. In the Call me at box, type the n number or phone number to send the call to.
4. Click the Call button.
5. Follow the call's instructions to record the greeting.
Change the Active Greeting
When a user's mailbox has multiple greetings, you can use the Voicemail Greeting dropdown to select the greeting that should be used.
After selecting a different greeting, be sure to click the Save button.
The Greetings section also allows you to listen to, download, and update your Recorded Name. The Recorded Name
Update a Recorded Name
If the Recorded Name for the user is not correct, you can update it. To do so…
1. Click the Manage icon.
2. In the Manage Recorded Name menu, do one of the following:
Text-to-Speech
To avoid having to take the time to record a user's name, you can use the convenient Text-to-Speech tool.
To use this tool to create a user's recorded name…
1. In the New Recording section, select Text-to-Speech.
2. In the Message box, type out the user's name.
3. Use the Language dropdown to select the language that will determine the voices that can be selected.
4. Use the Voice dropdown to select the voice that should say the user's name.
5. Press the Play icon to listen to the voice and the name to confirm they sound correct.
Quick Tip: If the name does not sound correct, try spelling the name out phonetically. You can also try selecting different voices to see if a certain voice pronounces the name better.
6. Click the Save button.
Upload
If you have a pre-recorded snippet of the user's name, you can upload the audio file to use as a user's recorded name.
WARNING: The audio file should be a 16-bit WAV (8Khz, Mono, 16-Bit PCM) file.
Convert an Audio File Using G711.org
To convert the audio file, you can use a free site named g711.org. To do so…
1. Visit g711.org.
2. In the Source File section, click the Browse button.
3. Select the audio file to be converted.
4. In the Output Format section, ensure that the Standard Definition option is selected.
5.Click the Submit button.
✔ Doing so will pull up a new page with a link.
6. Right-click the link and select Save link as.
7. In the File name box, type a name for the converted audio file and then click the Save button.
DANGER: Not converting music files can cause catastrophic issues for your phone system.
Once the file has been selected on your PC, click the Upload button.
Record
To have a call sent out that will help you record the user's name…
1. In the New Recording section, select Record.
2. In the Call me at box, type the number or phone number to send the call to.
4. Click the Call button.
5. Follow the call's instructions to record the greeting.
Mailbox Space
In the Data section of a user's voicemail settings, you can view how much space a user has in their mailbox.
By default, all created users have 10 MB of space in their mailboxes. The greeting and any faxes will take up a portion of this space.
You can click Clear data to completely clear out the mailbox.
To avoid deleting the mailbox's greeting, it is recommended to click Clear messages in the Inbox section instead.
Voicemail Notifications
In a user's voicemail settings, you can implement notifications. There are two kinds of notifications you can implement: email voicemail notifications and persistent voicemail reminders.
Email Notifications for Voicemails
Email notifications can be set up to be sent out when this user's mailbox receives a voicemail.
Note: The email(s) that will receive these notifications is the email(s) set in the user's Profile settings.
To set up email notifications for this user's mailbox…
1. Select Receive an email for new voicemail to enable email notifications.
2. Use the Email Type dropdown to select what is sent in the email.
• Send with hyperlink - The email will have a hyperlink included that the user can click to listen to the email through the web portal.
• Send with attachment - The email will have an audio file attached so that the user can listen to the voicemail through the email itself.
3. Use the After Email Notification dropdown to select what should happen with the voicemail once the email notification is received.
• Leave as new - Have the voicemail left in the New folder of the voicemailbox when the email is sent.
• Move to saved - Move the voicemail to the Saved folder of the voicemailbox once the email is sent.
• Move to trash - Move the voicemail to the Trash folder of the voicemailbox once the email is sent.
Note: Voicemails moved to the Trash folder of a mailbox will stay there until the end of the day.
If a voicemail should not be deleted, the user can check the Trash folder of the voicemailbox for the message and manage that message as needed.
4. Make sure to click the Save button to save these changes.
Text Notifications for Voicemails
The Stratus Web Portal allows users to have email notifications sent to the user when a voicemail arrives in their inbox. Having a text message sent instead of, or in addition to, an email is also an option.
DANGER: If you receive a high number of voicemail messages, you could find your domain blocked within a very short period of time.
Mobile carriers have every incentive to limit this type of communication and they can do so at their own discretion. If they think you are spamming or getting too much use out of this texting loophole, they will not hesitate to throttle your traffic or block your messages entirely.
Message and data rates apply. Text message and data fees that you as the consumer pay apply to the automated text messages that you are opting in to receive. Contact your SMS provider to review any limitations on your SMS rates.
To set up text message voicemail notifications for a user…
1. Navigate to the Users page of the portal.
2. Search and select the user that needs this change.
3. In the Change Account Security section of the Profile tab, type in your phone number as an email according to how your carrier
Common Carriers and Email Syntax for SMS
Several cellular carriers that have email syntaxes utilized for sending SMS text messages via an email address.
– T-Mobile – number@tmomail.net
– Virgin Mobile – number@vmobl.com
– AT&T – number@txt.att.net
– Sprint – number@messaging.sprintpcs.com
– Verizon – number@vtext.com
– Tracfone – number@mmst5.tracfone.com
– Ting – number@message.ting.com
– Boost Mobile – number@myboostmobile.com
– U.S. Cellular – number@email.uscc.net
– Metro PCS – number@mymetropcs.com
Quick Tip: If you would like an email in addition to a text message, click the Add another email icon and type in an email address.
4. Click the Save button.
5. Visit the Voicemail tab.
6. In the Notifications section, select Receive an email for new voicemail.
7. Use the Email Type drop-down to select Send with attachment.
8. Use the After Email Notification drop-down to select where the voicemail should be stored in the user's voicemailbox.
WARNING: Selecting Move to trash may cause issues with receiving an attached audio file of the voicemail through text messages.
9. Click the Save button.
✔ Now when a voicemail is left for the user's extension, a text message will be sent as well.
These text messages will contain information about the voicemail, including the FROM name of the caller and the caller's phone number. An audio file will also be attached if you select Send with attachment as your Email Type.
NOTE: Depending on your carrier, the content and appearance of this text message may differ.
Persistent Voicemail Reminders
Persistent voicemail reminders are notifications that are sent repeatedly according to a set interval until the mailbox's new message is listened to and moved.
✔ These kinds of notifications are useful for mailboxes used for essential, time-sensitive services, such as after hours, on-call, and emergency services.
Mailboxes that could benefit from this feature could include an emergency maintenance mailbox or a mailbox used by nursing staff.
To set up persistent voicemail reminders…
1. Select the type of notification you would like this user to receive.
NOTE: Some of these types of notifications may not be visible for your account.
Please contact our support team to receive assistance enabling Phone and SMS notifications.
2. Type in the phone number or email address of the recipient for these reminders, depending on the notifications selected above.
3. Set how long the system should wait before sending subsequent notifications.
4. Make sure to click the Save button to save these changes.
The system will keep sending these reminders until the voicemail message is saved or deleted.
Configure a User's Answering Rules
As a Stratus admin user, you have the ability to manage the answering rules of your users.
To view a user's answering rules…
- Navigate to the Users page.
- Use the search bar to find the user that needs their answering rules adjusted.
- Click the Edit icon next to the user and select Answering Rules.
Add an Answering Rule
Creating additional answering rules allows you to specify where calls should go for different scenarios and events (e.g., separate call routing for weekends).
To create an answering rule that routes your calls during a specific time frame…
1. Click the Add Rule button.
2. In the Add an Answering Rule menu, fill in the following options:
• Time Frame - Select an existing time frame.
Quick Tip: A Time Frame is required in order for an answering rule to be created.
• Enabled - By default, this answering rule will be enabled. If this answering rule should not yet be active, uncheck the Enabled box to disable this rule.
• Do not disturb - Send all calls to your voicemail or busy forward when this answering rule is active.
• Call screening - Have callers say their name when they call to allow the call to be screened when answered.
• Call Forwarding - Select when and where calls should be sent:
– Always - Immediately forward calls to the number specified in the text field. No other forward rules will be followed.
– On Active - Forward calls to the destination if the user's phone is already on a call.
– When busy - Forward calls to the destination if the reject button is pressed on an incoming call.
– When unanswered - Forward calls if the call is not answered after the specified ring timeout.
– When offline - Automatically forward calls to the number specified in the text field when no devices are registered. This means that no devices, physical or virtual, are registered to Stratus. (for example, during a power outage).
Destination Options for Forwarding
When the destination field is being filled with text, Stratus will show possible destinations based on the input.
Possible destination types:
- User - Forward calls to the user at the specified extension and follow their answering rules.
- Phone - Bypass the answering rules and forward calls to the deviceassociated with the specified user.
ail - Forward calls to voicemail at the specified extension.
- Queue - Forward calls to a call queue associated with that extension.dant - Forward calls to the auto-attendant associated with this user.
- Off-Net Number - Forward calls to a 10-digit Phone Number, such as a cellphone or answering service.
• Simultaneous ring - Use this option if multiple phones you own should ring for this answering rule and fine-tune how these phones ring.
Simultaneous Ring Options
Use these following settings to fine tune how the answering rule will set the users devices to ring.
• Include user’s extension- Select this to ring the phone that uses your extension number.
• Ring all user’s phones - Ring all of your registered devices at the same time (i.e., mobile apps, softphones, and desk phones).
• Answer confirmation for Offnet Numbers - When conducting a simring to a cell/landline, this feature ensures that the answering party is a person instead of voicemail by requesting the answering agent to press 1 to accept the call.
• In the field for entering an extension, number, or phone, you can enter the extension or phone number of another telephone you want to ring.
• Click the Clock icon to specify a ring delay. A ring delay allows you to enter the amount of time before the call rings at the destination.
• To add additional phones to the simring, click the Add icon.
• Just ring user's extension - Only ring the user's main phone that is registered to their main extension.
.
3. Once the answering rule has been configured, click the Save button.
The Default Answering Rule
The Default answering rule is an answering rule that is created each time a user is created. By default, this rule is usually set to Simultaneously ring all of the user's registered devices.
The Default answering rule acts as a “catch all” and stays active 24/7 unless there are answering rules above it that are active. Since this rule exists by default and is constantly active, it is usually used for routing After Hours calls, especially if there is a business hours answering rule that has been created.
Edit the Default Answering Rule
By clicking the Edit icon next to the Default answering rule, you can adjust the destination for calls that are received while the Default answering rule is active.
This can be useful to do when you have added more answering rules for things such as your business hours or lunch.
The Active Answering Rule
You can have multiple answering rules, but only one rule can be active at a time. The active rule is the top-most rule with an active time frame. This can be seen with an Active tag next to the active answering rule.
Best practices dictate that you order answering rules according to how specific they are and their priority, with the highest priority time frames (for example, Temporary Forwards and Holidays) at the top. The default time frame can be used as a ‘catch all’ or ‘after hours’ timeframe if other timeframes are applied.
For example…
Assume today is Monday, July 4th. In this example, the Holidays and Open time frames could match the time and date conditions for July 4th. If Holidays is the first rule, however, it becomes the active rule. But if My Business Hours is the first rule, My Business Hours becomes the active rule.
Reprioritize Answering Rules
To adjust the order, or priority, of your answering rules…
1. In the Answering Rules page, find the rule you want to adjust the priority for.
2. On the left side of an answering rule, hover the mouse over the up/down arrows for that rule.
3. Click and drag the answering rule to where it should be in the list.
✔ A message should appear letting you know that the answering rules have been reprioritized before promptingThe Active Answering Rule
4. Click the Save button.
Edit an Answering Rule
Over time, the call routing needs for a user may change. As a Stratus admin, you can edit an answering rule to match a user's needed.
To edit an existing answering rule…
1. Click the Edit icon next to the answering rule that needs to be adjusted.
2. In the Edit Answering Rule modal, update the answering rule's information as needed.
3. Once you are done, click the Save button.
Delete an Answering Rule
If needed, you can delete any unneeded answering rules for your users.
To delete an obsolete answering rule, simply click the Delete icon next to the answering rule.
Allow and Block a User's Calls
The Allow / Block button allows users to control whether or not they receive calls from certain phone numbers.
Quick Tip: There is a SPAM CALLS section that can be shown in the Allow / Block tool.
To have this feature enabled and shown, please contact our technical support team.
Block Callers
If you are having issues with malicious, spam, and/or robo callers and you know their phone numbers, you can block those phone numbers from calling back in.
To do so…
1. In the BLOCKED NUMBERS section, type in the phone number and click the Add button.
✓ Clicking Add will make that number appear in the BLOCKED NUMBERS list:
2. If needed, click Remove to delete that phone number from the list.
3. Add more phone numbers to the list if needed.
4. Select Block anonymous or unknown to block all unknown callers if necessary.
5. Click the Done button to save the changes made to the block list.
Allow Callers
If you have previously blocked a phone number from calling and need to re-allow that number to call in, you can allow the phone number to be routed again.
To do so…
1. In the ALLOWED NUMBERS section, type in the phone number and click the Add button.
✓ Clicking Add will make that number appear in the BLOCKED NUMBERS list:
2. If needed, click Remove to delete that phone number from the list.
3. Add more phone numbers to the list as needed.
4. Click the Done button to save the changes made.
Mitigate Spam Calls
The SPAM CALLS section of the Allow / Block modal determines the treatment for STIR/SHAKEN calls that are identified as SPAM.
WARNING: In order to use the SPAM CALLS section of the Allow / Block tool, this feature needs to be enabled by our team. To get this enabled, contact our technical support team.
In the SPAM CALLS section, you can use the drop-down to select how calls marked as SPAM are treated.
These options include:
• Ring as normal - Have the call follow your inbound call routing like normal calls.
• Send to Voicemail - Forward the call to your voicemail.
• Drop Call - Allow the system to automatically drop the calls of any calls marked as SPAM.
• Screen Call - Prompts the caller to record their name.
Delete a User
WARNING: It is recommended to contact our support team for help deleting users.
Deleting users impacts your monthly bill, so having our SpectrumVoIP support team handle this request can help ensure that you are saving money.
If you are needing to replace an old user with a new user, it is recommended to recycle users instead of deleting users and trying to have them re-added. Adding users can only be completed by SpectrumVoIP's team.
Quick Tip: If needed, our support team can remove the Delete button from the portal for admin users (e.g., Office Managers, Site Managers, Call Center Supervisors).
Doing this can help make sure that certain users don't have the ability to delete users.
To have this button removed for any users, contact our support team.
As a Stratus admin user, you have the ability to delete users using the Stratus web portal.
NOTE: When a user is deleted, their account's information, extension number, and voicemailbox will be deleted. Their SpectrumVoIP phones and apps will de-register themselves.
To delete an obsolete user…
- On the Users page, select the user(s) that need to be removed.
- Click the Delete button that appears.
- In the Bulk User Delete menu, read the warning and then click the Confirm button if this user(s) should be deleted completely.
✔ Once the user(s) is deleted, you should see this success message:
Now that this user is removed, their information, extension number, and voicemailbox are deleted. Their phone and apps will lose their registration.
If you did not mean to delete a user, please contact our support team.
Send a Welcome Email to a New User
When there is a new user added, their account will usually start out without a password or voicemail PIN set. As a Stratus admin, you have the ability to send the new user a Welcome Email that allows the new user to finish setting up their account by creating a password and voicemail PIN.
Send a Welcome Email to a Single User
To send a Welcome Email to a new Stratus user…
1. Navigate to the Users page.
2. Click the name of the user that needs to receive a Welcome Email.
3. In the Change Account Security section, ensure that the user has an email address set in their Stratus account.
4. Visit the Advanced tab of the user's settings.
5. In the User Setup section of the Advanced tab, click the Send Welcome Email button.
✔ Once the welcome email has been sent, you should see this success message:
The user should receive a Welcome Email that shows their extension number and Stratus login name.
When they click the Complete Setup button, they will be able set their Stratus password and their Voicemail PIN.
Send a Welcome Email to Multiple Users
If needed, you can send out welcome emails to multiple users at once. This can be done using the Bulk Action tool.
To do this…
1. Navigate to the Users page.
2. Select the users that need their passwords reset.
3. Click the Bulk Action button that appears.
4. In the Bulk User Actions menu, select Send Welcome Email.
5. Click the Complete Action button.
Once the users' passwords are reset, you will see a success message that notes how many welcome emails were sent out:
If this does not match how many people should have been emailed, make sure that the users that did not receive an email have an email address set in their Stratus account's Profile settings.
Reset a User's Password
At some point, a user may need to have their password reset so that they can access the Stratus web portal. As a Stratus admin, you have the power to reset a user's password with ease.
Reset a Single User's Password
To clear out a user's password and have a recovery email sent out…
1. Navigate to the Users page.
2. Click the name of the user that needs their password reset.
3. In the Change Account Security section, ensure that the user has an email address set in their Stratus account.
4. Visit the Advanced tab of the user's settings.
5. In the Account Security section of the Advanced tab, select Automatically send recovery email after password reset.
6. Click the Force Password Reset button.
✔ Once the user's password has been cleared, you should see this success message:
The user should receive an email that prompts them to reset their password.
Reset the Passwords of Multiple Users
If needed, you can reset passwords for multiple users at once. This can be done using the Bulk Action tool.
To do this…
1. Navigate to the Users page.
2. Select the users that need their passwords reset.
3. Click the Bulk Action button that appears.
4. In the Bulk User Actions menu, select Force Password Reset.
Note: Make sure that Automatically send recovery email is also selected so that these users will receive a password reset email.
5. Click the Complete Action button.
Once the users' passwords are reset, you will see a success message that notes how many password reset emails were sent out:
If this does not match how many people had their passwords reset, make sure that the users that did not receive an email have an email address set in their Stratus account's Profile settings.
Conference Bridges
A Conference Bridge is a form of remote meeting hosted by a phone system that goes beyond what the three-way call feature can offer for desk phones. To host a conference for more than 3 people, a Conference Bridge can be called to allow multiple callers to connect and speak at the same time.
There are a few ways to implement a conference bridge, like creating a special user and DID for only that conference bridge. Auto Attendants are also a great tool for connecting callers to a specific conference bridge.
Create a Conference Bridge
To add in a new conference bridge…
- Navigate to the Conferences page.
- Click the Add Conference button.
- Use the Add a Conference menu to customize the new conference bridge and then click Save.
Setting | Description |
---|---|
Name | Create a unique name to identify the conference bridge with. |
Type | Select the type of conference bridge to create. • Dedicated conference bridge - Can be accessed by any user; however, its settings can only be updated by an Office Manager. • Owned conference bridge - Allows a designated user (owner) to be the only user to access and change the settings of their conference bridge in Stratus. |
Extension |
A unique extension number that can be dialed to reach the conference bridge. Quick Tip: It is recommended to choose extension numbers in the 6000s for dedicated conference bridges. The extension numbers of owned conference bridges are usually set as 6+EXT (e.g., 6100 for the conference bridge of user 100). DANGER: Do NOT pick an extension number that is already in use. |
Direct Phone Number |
Select an Available Number from your inventory that will directly connect to the conference bridge. ✔ If set, anyone will be able to call that 10-digit number to directly reach the conference bridge. |
Leader and Participant PINs |
The PIN options are not required but can be used to limit who can and cannot enter the call (Participant PIN) or to invoke special mid-conference actions (Leader PIN). NOTE: In order to use a PIN, both the Leader and Participant PINs need to be set. Furthermore, if the Require a Leader to start option is selected, a Leader PIN and Participant PIN will be required. |
Max Participants | How many callers are allowed to join a conference at a time. |
Minimum participants to start |
How many people need to be present before the conference call begins. Note: Until the minimum is reached, all participants will hear music on hold. |
Options | Further configure the conference bridge using these options: • Require a leader to start - Only allow the meeting to begin when a leader has joined the conference and entered their Leader PIN. • Announce participant arrivals/departures - Play a “ding” sound when a participant joins or leaves the conference. • Prompt all participants for their name - Prompt users to record their names before entering the conference. |
Join a Conference
As a Stratus user, there are several different ways you can join an active conference that had been created through a conference bridge. This can be done by…
- Calling the extension number of the conference bridge from a SpectrumVoIP device.
- Calling a dedicated conference number.
- Calling into a conference auto attendant that routes your call to the conference bridge.
From an Internal Phone
To join a conference from a phone in the system, call the extension number associated with the conference bridge.
Note: If a Participant PIN has been set, you will be prompted to enter it before being able to join the conference.
From an Outside Source
To join a conference from an outside source, such as a cell phone or phone that is not on the account, you will need a number to call into.
This number can be a dedicated conference number.
Another option is to call a phone number on the account and have the call transferred to the desired conference's auto attendant or extension number, just like transferring to another user.
Dedicated Conference Number
A dedicated Conference Number allows outside sources to call in directly to a selected conference. Number destinations can be set in the Stratus Web Portal.
Route a Phone Number to a Conference Bridge
As an Office Manager in Stratus, you can route a phone number directly to a conference bridge, creating a dedicated number for that conference bridge.
To route a phone number to a conference bridge to allow callers to easily join conference calls…
1. Navigate to the Inventory page.
2. Click the phone number that you would like to designate for your conference.
3. Use the Treatment drop-down to select Conference.
4. In the Conference box, type and select the name of the conference bridge.
5. Click the Save button.
✔ You should now see that phone number routing to the conference in your Phone Number Inventory.
Conference Auto Attendant
If you have multiple conference bridges configured, it may be difficult for your internal and external users to join conference calls. One way of allowing callers to join conferences hosted by conference bridges is to use a conference auto attendant.
A conference auto attendant is a type of auto attendant that is configured to have callers either dial into or select the conference bridge they want to route their call to. Using a conference auto attendant can make it much easier for external users to dial into and join a specific conference bridge.
Quick Tip: Using a conference auto attendant can also help you avoid having to route multiple phone numbers to different conference bridges.
Instead, you can route one phone number to the conference auto attendant where callers can be routed to different conference bridges depending on their input.
Set Up a Conference Auto Attendant
Add a Conference Auto Attendant
A conference auto attendant will allow callers to enter in the extension number of a conference bridge to join an active conference. This is a good option if an account has many conference bridges for users to join.
To create a conference auto attendant to use to route calls to different conference bridges…
1. Navigate to the Auto Attendants page.
2. Click the Add Attendant button.
3. In the Add an Auto Attendant modal, fill in the following information:
• Name - Type a unique name to identify the auto attendant with.
• Extension - Type in an extension number that is not yet in use.
• Time Frame - Use the drop-down to select default (all the time).
4. When you are done, click the Add button.
Configure the Conference Auto Attendant
Now that a conference auto attendant has been added, you can configure it to read off a message and route callers as needed.
A conference auto attendant can be set up in different ways to match your needs.
Have Callers Dial the Conference Bridge's Extension Number
One way of having your team members join a conference call is by having them dial the extension number of the conference bridge they intend to join while in the conference auto attendant.
To configure your conference auto attendant to route calls to dialed extension numbers for conference bridges…
1. Ensure that your Menu Prompt tells callers to dial the extension number of the conference bridge they wish to join.
Quick Tip: Alternatively, you can have the Menu Prompt tell callers the extension numbers they can dial.
2. Click the Options button to further configure the conference auto attendant.
3. Ensure that Enable Dial by Extension is selected to allow callers to enter in the conference bridge's extension number.
4. Click the Done button.
5. Click the Save button.
✔ Now you will have a conference auto attendant that allows callers to dial the extension numbers of conference bridges to join their meetings.
Route Dial Pad Menu Options to Different Conference Bridges
Another way of allowing callers to join a conference call is to have the caller press a dial pad menu option that routes them to their selected conference bridge.
To configure your conference auto attendant's dial pad menu options to route to different conference bridges…
1. Ensure that your Menu Prompt tells callers the different options they have to join a conference.
2. Click a number to add an application to in the dial pad menu.
3. In the Choose a new application section, select Conference.
4. In the box, type the name of the conference bridge.
5. To add more dial pad menu options for additional conference bridges, repeat steps 2-4.
6. To set * (star) to repeat the greeting, click the * option.
7. In the Choose a new application section, select Repeat Prompt.
8. Click the Save button.
9. Click the Options button to further configure the conference auto attendant.
10.If needed, leave Enable Dial by Extension selected to allow callers to enter in the conference bridge's extension number.
11. Click the Done button.
12. Click the Save button again.
✔ Now you will have a conference auto attendant that allows callers to press an option to select a conference to join.
Contact a Conference Auto Attendant
Using the conference auto attendant, users can enter the extension number of the conference bridge they need to join. This can be especially useful if your organization uses multiple conference bridges.
As an Internal User
As an alternative to calling a conference bridge directly, users can opt to call the conference auto attendant instead.
Any user on your account can get in direct contact with the conference auto attendant by either…
• Calling the extension number of the conference auto attendant.
• Have their call transferred to the conference auto attendant's extension number.
As an External Caller
Users calling from a cellphone and people outside of your organization can join a conference using the conference attendant by either…
• Calling a dedicated phone number for the conference auto attendant.
Route a Phone Number to the Conference Auto Attendant
In order for people outside of your organization to be able to use the conference auto attendant to reach a conference bridge, a phone number can be routed to your conference auto attendant.
1. Navigate to the Inventory page.
2. Click the Phone Number that you would like to use for your conference auto attendant.
3. Use the Treatment drop-down to select Auto Attendant.
4. In the Auto Attendant box, type and select the name of the conference auto attendant.
5. Click the Save button.
✔ You should now see that phone number routing to the conference auto attendant in your Phone Number Inventory.
• Calling a user in the organization and having their call transferred to the extension number of the conference auto attendant.
View and Manage Conferences in Stratus
On the Conferences page, you can view the conference bridges that have been created and whether or not they have participants.
As an Office Manager or Site Manager, you can…
- Reference a conference bridge's Name and Extension or Owner.
- Take note of requirements for the conference.
- View and invite Participants.
- Manage Reports for a conference bridge.
- Edit a conference bridge's settings.
- Delete a conference bridge.
Conference Reports
Click the Reports icon to view recent conferences hosted by a specific conference bridge.
Click the number in the Participants column to view information about the participants that joined the conference.
Manage a Conference's Participants
Clicking the number in the Participants column will show the active participants of an active conference:
As the Leader of a conference, you can view and manage the conference's participants.
- View a participant's information, such as their Name, Number, and whether or not they are a Leader.
- Check a participant's Status.
- Mute a participant.
- Disconnect a participant from the conference.
Invite Participants
Use the search bar to type and select the extension numbers and phone numbers of other participants to invite to the conference.
Auto Attendants
Instead of relying on an operator to answer and route callers, an Auto Attendant can be implemented to allow callers to listen to a prompt and select where their call should be routed using the dial pad menu of their phones. Using an auto attendant is also useful for giving callers a message during times outside of the set hours of operation.
Create an Auto Attendant
As a site manager or office manager, you can create an auto attendant to help automate your calls. To do so…
- Navigate to the Auto Attendants page.
- Click the Add Attendant button.
- In the Add an Auto Attendant modal, fill in the following information:
-
Name - Type in a descriptive name for the auto attendant.
- Make the name something you can recognize for future reference.
-
Extension - Type in an extension number that is not in use.
Quick Tip: Extension numbers in the 8100s are recommended for auto attendants.
It is also good practice to keep your Auto Attendants in sequential order by organizing them in number ranges.
For example, if you have an Auto Attendant already created that is extension 8100, then the next New Auto Attendant would be created as 8101, then 8102, and so on.
- Time Frame - Select default (all the time).
-
Name - Type in a descriptive name for the auto attendant.
- Click the Add button.
✔ Clicking Add will pop up a new screen for configuring the new auto attendant's prompt and dial pad menu options.
Dial Pad Menu Options
When setting up an Auto Attendant, you can configure certain options for the caller to follow when they use the Dial Pad Menu.
To add these options,
-
Click a number to designate where you want the caller to go when pressing that number on the dial pad of their phone.
-
Select an application to apply to that number in the Dial Pad Menu.
Available Dial Pad Menu Applications
User
This menu option will take the caller to the extension entered.
You can search the internal user by name or the extension number.
The Caller ID Prefix will add text to the front of the caller ID.
Conference
This option will take the caller to a specified Conference Bridge.
To add this option, type in the name or the extension number of the Conference Bridge. Click Save to completely add in this option.
Call Queue
This will menu option will take the caller to a Call Queue specified in the field below.
Select a call queue by typing in the name or the extension of the particular call queue.
Using the extra options, users can add in an announcement message of how many callers are in the queue, or how long the expected wait time is for callers.
The Caller ID Prefix will add text to the front of the caller ID.
• This option can be handy for labeling calls originating from certain phone numbers on the account.
• This option is also commonly used for labeling calls with the name of the department the call is going to.Directory
This menu option will take the caller to the Dial-by-Name Directory.
From the dial-by-name directory, callers will be able to look up a user using the first 3 letters of either their first or last name.
Note: By default, the dial-by-name directory searches users by last name.
To adjust the directory to search by first name, please contact our technical support team by calling (469) 429-2500 or emailing support@spectrumvoip.com.
Voicemail
This menu option will take the caller to the specified User's Voicemail to leave a message.
To select a specific user's voicemail, type in the name or the extension of a specific voicemail box.
Voicemail Management
This will take the caller to a directory-like menu where they can access a specific voicemailbox.
The Voicemail Management prompt will ask for the extension number of the mailbox and that extension's voicemail PIN.
External Number
This option will take the caller to an external 10-digit phone number.
Type in the phone number you want the system to dial when pressing this option.
Play a Message
This will take the caller to recorded message.
You will need to provide the message that the system will play the caller. In order to add in this audio…
1) Click the Manage Audio icon.
✔ Clicking this icon will pull up the Manage Audio menu.
2) In the Description box, type a name for the greeting.
3) Add in the audio file by either uploading an audio file (in a WAV file, mono channel, and 8000 Hz format) or recording a greeting.
• Upload: Click the Browse button and select a formatted audio file from your PC. Click the Save button.DANGER: The audio file needs to be in a WAV file, mono channel, and 8000 Hz format to be properly read in the phone system.
To convert your audio file, use this handy website:
• Record: Type in an extension number or a phone number to send a call to. Follow the phone call's prompts to record the message.
4) Click Save to add the message.
5) Use the After the message plays drop-down to select the caller's next destination.
– Select Repeat the greeting prompt from the drop-down to route the call back to the main menu.
Repeat Prompt
Using this option will replay the main greeting.
Add Tier
This menu option will give callers another menu to route the calls without creating another auto attendant.
Note: The max number of tiers you can have is 1; however, each Dial Pad Menu option can have its own extra tier.
- Click the Save button.
Quick Tip: It is recommended to save often to avoid losing any progress while working in the Auto Attendant menu.
Add a Greeting/Prompt
Depending on how you would like callers to interact with the auto attendant, you can pick between using an intro greeting, menu prompt, or a combination of both.
Intro Greeting
The Intro Greeting will play the selected audio without any interruptions from callers pressing keys on the dial pad menu.
This greeting plays only once before the Menu prompt is played.
WARNING: Using an Intro Greeting by itself is not recommended since it is not read when a user has the menu repeat the greeting.
Menu Prompt
The Menu Prompt functions similarly to the Intro Greeting with the exception that the Menu Prompt can be interrupted when the caller presses a key on their dial pad.
• If there is an Intro Greeting in use, the Menu Prompt will play after the Intro greeting.
• If the auto attendant repeats its greeting, the Menu Prompt will be played without the Intro Greeting.
NOTE: Since the Intro Greeting are not repeated, it is recommended to If cause a Menu Prompt if only one message should be played.
Quick Tip: If callers should hear an un-skippable message followed by a second message that they can skip, an Intro Greeting with an added Menu Prompt is a good idea.
In this case, the intro greeting is usually treated like a notice/warning that plays before the menu prompt. The Menu Prompt usually lists out the options available to the caller.
If callers should only hear one, skippable message, using only a Menu Prompt is recommended.
To get to the menu to manage the audio for the greetings, click on the or button (depending on which greeting you would like to use).
Doing so will pull up a menu for adding in audio. Depending on which greeting you select, the menu you see will look different.
Add a Menu Prompt
The Menu Prompt's edit button will pull up a Manage Audio menu for only adding in an audio file.
Add an Intro Greeting
The Intro Greetings button will pull up a Manage Greetings menu that holds a section for adding a New Greeting and another section for selecting the Time Frame for that particular intro greeting to be played.
After adding in an intro greeting, more greetings can be added for different time frames:
Extra Options
While setting up an Auto Attendant, there are extra settings that can be adjusted to fine-tune how the Auto Attendant acts.
Click the gear icon on the right to pull up the Options modal where the basic and speech keyword settings can be adjusted.
Basic Options
There are several, basic settings that can be adjusted to customize an auto attendant. Each of these settings affects how the auto attendant will handle a call under certain circumstances.
Basic Options to Adjust
Dial by Extension
The Dial by Extension feature allow callers in an auto attendant to dial the extension number of an employee to skip past using the options.
Quick Tip: Disabling Dial by Extension ensures that callers can only reach an employee by following the auto attendant's options.
This setting is enabled by default and can be easily switched by clearing the checkbox.
If no key is pressed
If the caller does not select an option before the timeout expires, you can route the call to repeat the greeting, go to an option that is already set, or hang up the call.
If unassigned key is pressed
Using this option, you can route callers that press an unassigned key to either hear a repeated greeting, go to an option that is already set, or hang up the call.
Timeout before first key press
This option determines how long the auto attendant will wait before recognizing any key presses.
Note: By default, the system will wait 3 seconds before recognizing keys pressed.
Timeout after the last key press
Unlike the first key press, this option determines how long the auto attendant will wait after the last key press to register another key press.
Note: By default, the system will wait 3 seconds before registering another key press.
Maximum key presses to collect
You can use this option to set a limit for how many keys can be pressed.
Speech Keywords
Speech Keywords are used by the Auto Attendant to trigger routing whenever it hears a certain word or phrase spoken by the caller. Each dial pad option can have multiple keywords/phrases implemented.
Adding Keywords and Phrases…
Whenever you add a dial pad menu option, an entry will populate in the Speech Keywords section of the Options modal:
These options can be clicked to show a field for entering in a word or phrase:
Using the Add a keyword or phrase box, type in what you would like the system to listen for to route calls to this selected option.
Click the Done button to save these changes.
Call Queues
On the Call Queues page, you can view your created call queues, add more call queues, and edit existing call queues and their agents.
Create a Call Queue
To create a new call queue for call routing:
- Navigate to the Call Queues page.
- Click the Add Call Queue button.
- Complete the fields in the Basic tab.
Basic Options
Option Description Name Give a unique name to the newly created call queue.
WARNING: Avoid using special characters.
Extension Type in the next available extension number to use for this queue.
Quick Tip: It is recommended to use an extension number in the 8000s.
DANGER: Please be sure to not use an extension number already in use by a different function or user.
Department / Site If necessary, a call queue can be sorted into a certain Department and Site.
✔ Doing this can be useful for call center environments that rely heavily on call reporting and statistics since using departments and sites can be helpful for filtering.
Type Select what kind of call queue this new queue will be.
After selecting the queue's Type, more settings will become available for adjustment in the Basic tab.Phone Number If needed, select an available phone number to designate to the call queue.
When a call queue is saved with a number, Stratus will automatically route that phone number in the Inventory to route to the call queue.Record Calls Select whether or not this queue should record calls.
By default, the recording feature will be set to No.Statistics Select whether or not this queue should record the call statistics of each call and agent. Message to Agent Once the queue has been completely created, you can edit this queue and add in a message to be played to agents when they accept a call from this queue.
- Do one of the following:
- If you are creating a Park, click Save to complete this procedure.
- Otherwise, click Next to display the Pre-Queue Options tab and proceed to the next step.
- Complete the fields in the Pre Queue Options tab.
Pre Queue Options
While adding a call queue, there will be a Pre Queue Options tab full of settings that configure the selected call queue. The Pre-Queue Options determine what happens for callers before they are placed in the queue.
Option Description Require agents Select whether or not an agent needs to be Online in the queue before callers can enter the queue. Queue Audio • If callers should only hear ringing, select Ringback.
• If callers should hear your business' music or any created messages, select Music on Hold.
Require intro MOH If there is a recording warning or any other introductory greeting created for the queue that should be played, select Yes. Max Expected Wait (sec) Set how long callers can wait before being placed into a queue that was full.
• Once this time limit is exceeded, the caller will follow the Forward if unavailable option.Max Queue Length Set the maximum number of callers that can wait in the queue.
• When the queue is full, callers will follow the max expected wait before forwarding to any set Forward if unavailable destination.Allow Callback option If needed, enable the callback feature of the queue for callers that have been waiting in the queue longer than the time set by the Queue Ring Timeout setting of the call queue. Forward if unavailable Acts as the exit option for callers that have been waiting for a spot in a full queue that has max limits set in the pre-queue options.
• This option only routes calls from callers that have exceeded a set Max Expected Wait and Max Queue Length. - Click the Next button.
- Complete the fields in the In Queue Options tab.
In Queue Options
In the process of creating a call queue, there is a tab of settings that come becomes available for users managing call queues. This tab is called the In Queue Options.
Option Description Queue Ring Timeout (sec) Set how long the queue will try to ring agents before following an exit option. This exit option is configured as the If unanswered setting.
• This timeout is measured in increments of 5 seconds. Every 5 seconds is the length of 1 ring.Agent Ring Timeout (sec) If the queue being created is not a Ring All queue, then you can set how long the queue should attempt to ring each agent. Logout agent on missed call If the queue being created is not a Ring All queue, then you can select whether or not the queue should set agents as Offline when they miss a call in the queue. Enable Voicemail This setting enables or disables the call queue's own voicemail.
• While available as an option, the call queue's voicemail is not commonly used in the routing for voicemails.If unanswered Select where the call queue should send calls that exceed the value set for the Queue Ring Timeout.
• Stay in queue - Have the caller stay in the queue until an agent can answer their call.
– If the queue has its voicemailbox enabled, the queue will prompt the caller to either leave a voicemail or return to the queue.
– If the queue has callbacks enabled, the queue will prompt the user to either leave a voicemail, set up a callback, or return to the queue.
• Forward to destination - Route unanswered calls to a call queue, auto attendant, user, or external phone number.✔ This option is commonly used for sending calls to a general voicemail or to a secondary queue called an Overflow Queue.
• Send to voicemail - If the queue has its voicemail enabled, calls can be sent to its voicemail using this option.
- To set a where unanswered calls should route, set the If unanswered dropdown to Forward to Destination and type in the extension number, name, or 10-digit phone number of the destination.
- Click the Add button to apply these details.
Manage Agents
The Call Queues page allows you to add, edit, and delete agents for call queues.
To view and edit the agents in a queue, navigate to the Call Queues page, hover over the call queue, and click the Edit Agents icon.
Add an Agent
1. Click the Add Agent button.
2. Use the Add Agent(s) by drop-down to either add an agent by their User or by their specific phone.
• Add by User - Adding an agent by their User will ensure the follows their answering rules.
– Forwards will be followed.
– The user's other devices will ring if set in a rule.
• Add by Phone - Adding an agent by their phone will have the eue ignore their answering rules and ring just the device selected. Select more of the user's devices to ensure their other phones ring as well.
3. In the Agent Extension box, type and select the name or extension number of the agent to be added.
4. Type and select the names and extension numbers of other agents to be added.
5. Use the Status drop-down to select whether the agent(s) will be immediately Online or Offline in the queue.
6. Select the remaining settings for the agent(s).
Agent Settings
Setting | Description |
---|---|
Wrap up time | Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched. |
Max Simultaneous calls | Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1. |
Order in Linear Hunt | Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order. |
Queue priority for agent | Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number). |
Request Confirmation | Enables or disables request confirmation. Choices are: · Enabled = Requires the agent to confirm that they want to receive a call each time a call is dispatched to them in the queue. · Disabled = Agent does not have to confirm the call. |
Auto Answer | Enables or disables auto answer. This feature can only be used in Linear Hunt and Round Robin queues. Choices are: · Enabled = Agent's phone answers automatically (not all phones support this feature). · Disabled = Agent's phone will not answer automatically. |
7. When the agent is ready to be added, click Save Agent.
8. Repeat this process for any additional agents.
9. Once all agents have been added, click Done.
Edit an Agent
While viewing a queue's agents, you can edit the settings of an agent. To do so…
1. Hover over an agent and click the Edit Agent icon.
2. Edit the Settings for the agents as needed.
Agent Settings
Setting | Description |
---|---|
Wrap up time | Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched. |
Max Simultaneous calls | Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1. |
Order in Linear Hunt | Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order. |
Queue priority for agent | Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number). |
Request Confirmation | Enables or disables request confirmation. Choices are: · Enabled = Requires the agent to confirm that they want to receive a call each time a call is dispatched to them in the queue. · Disabled = Agent does not have to confirm the call. |
Auto Answer | Enables or disables auto answer. This feature can only be used in Linear Hunt and Round Robin queues. Choices are: · Enabled = Agent's phone answers automatically (not all phones support this feature). · Disabled = Agent's phone will not answer automatically. |
3. Click the Save Agent button when adjustments are complete.
Remove an Agent
If you have an agent that is no longer needed in a call queue, you can easily remove them. To do so…
1. Hover over an agent, and then click the Remove Agent icon.
2.When a confirmation prompt appears, click Yes to delete the agent or No to retain the agent.
3. Repeat this process for additional agents needing to be removed.
4. Click the Done button.
Convert Agents
To easily switch how your agents are added to the queue, you can click the Convert Agents button.
Doing so will switch how the agents are added. Agents added by phone will convert to added by user and vice versa.
You will notice that in the images above, after converting the agents to 'users' from 'phones', the system removed the web phone (101wp) since 101 will simultaneously ring their web phone now.
NOTE: If you are having issues converting the phones to users, check to make sure the phones that are not converting do not have “#NAME” in their user information as it will not work. You will need to update that user's profile and replace “#NAME” with anything you want without special characters.
Check an Agent's Status
The color-coded status icon will change color depending on the User's status:
- Green = Available
- Gray = Offline
- Red = Busy on a call
If an agent is showing as Offline but should be Online, or vice versa…
- Click the Edit Agent icon.
- Use the Status drop-down to select the agent's status.
- Click the Save Agent button.
- If needed, repeat this process for any other agents.
- Click the Done button.
Time Frames
Answering rules are created to route calls based on time and day. In order for the system to know when answering rules should be active, time frames are referenced.
There are two types of time frames that can be created: Shared and Owned time frames.
Shared Time Frames
Shared time frames are time frames that can be used by any user to create answering rules for call routing.
When a time frame is set as Shared, it becomes selectable for all users when they are creating their answering rules for their own routing. These time frames can also be used by an Office Manager to create an answering rule that routes calls for the whole business.
Scope: Only Office Managers can create and edit shared time frames.
To create a Shared time frame for any user to use…
1. Navigate to the Time Frames page.
2. Click on the name of your business (Domain Name) to pull up a list of the time frames for the whole business.
3. Click the Add Time Frame button.
4. In the Add a Timeframe menu, fill in the following information:
• Name - Type in a unique name for this time frame.
• When - Select the type of time frame to be created.
Options for When
• Always - If the time frame should be active until it is disabled, select Always.
• Days of the week and times - Select this if the time frame will be active on a recurring basis (same time and day every week).
– To add a break in the time that the time frame is active on a certain day, click the Add range icon.
• Specific dates or ranges - Click the boxes or Calendar icons to select the date(s) and times the time frame will be active for.
– Click the Add date range button to add more dates.
5. Click the Save button.
6. To add more time frames, repeat steps 3-5.
✔ You should now have a list of shared time frames that can be used to create answering rules by you or other users.
Basic users will not be able to edit shared time frames.
Shared time frames can only be edited by Office Managers.
Now that shared time frame can be selected when you and other users are creating answering rules.
Note: To learn how you can use these time frames to create Answering Rules to route calls, check out this article.
Owned Time Frames
Owned time frames are time frames that are created for a specific user. A user that owns a time frame can edit that time frame and create an answering rule for themself.
Scope: As an Office Manager you can create owned time frames for any user.
Site Managers can add owned time frames for their site's users.
Basic users can create and edit time frames that only they own using the basic version of the web portal.
To add in owned time frames for a specific user…
1. Navigate to the Time Frames page.
2. Use the search bar to find and select the user that should own the time frame.
3. Click the Add Time Frame button.
4. In the Add a Timeframe menu, fill in the following information:
• Name - Type in a unique name for this time frame.
• When - Select the type of time frame to be created.
Options for When
• Always - If the time frame should be active until it is disabled, select Always.
• Days of the week and times - Select this if the time frame will be active on a recurring basis (same time and day every week).
– To add a break in the time that the time frame is active on a certain day, click the Add range icon.
• Specific dates or ranges - Click the boxes or Calendar icons to select the date(s) and times the time frame will be active for.
– Click the Add date range button to add more dates.
5. Click the Save button.
6. To add more time frames, repeat steps 3-5.
✔ You should now have a list of owned and shared time frames.
You or that user can now select that owned time frame while creating an answering rule.
Note: To learn how you can use these time frames to create Answering Rules to route calls, check out this article.
Set Up Call Routing for Your Business
The Inbound Routing User
In your Account, you may notice a special type of user named “Inbound Routing User”. A Routing User is an empty extension that acts as a virtual switchboard operator. An Inbound Routing User will send phone calls to certain destinations depending on the time of day.
Usually, the inbound routing user can be found on the Users page as “Inbound Routing User” with the extension number of 8900.
Organizations will commonly have an inbound routing user that routes calls differently for their business hours, after hours, and holidays. Many offices and businesses will have separate inbound routing users designated for their different sites/locations.
Answering Rules
Answering Rules can be configured by each user through the Stratus Web Portal. Once logged in, users can navigate to the Answering Rules Tab.
Quick Tip: When no answering rules are in effect, calls will ring the user’s extension by default. This means that answering rules do not technically need to be set up for each user individually in order for their phone(s) to ring.
Users with Office Manager access are able to adjust other user’s answering rules on their account.
Once logged in as an Office Manager, navigate to the Users tab. Select the User whose rule need to be adjusted. Then click on the Answering Rules Tab.
On the Answering Rules page, you can…
- Create and edit answering rules.
- Adjust how long calls will ring.
- Allow/block phone numbers from contacting them.
Add an Answering Rule
Creating additional answering rules allows you to specify where calls should go for different scenarios and events (e.g., separate call routing for weekends).
To create an answering rule that routes your calls during a specific time frame…
- Click the Add Rule button.
✔ The Add an Answering Rule modal will appear.
- Use the Time Frame drop-down to select a time frame.
Note: A Time Frame is required in order for an answering rule to be created.
- If this answering rule should not yet be active, uncheck the Enabled box to disable this rule.
- If necessary, select Do not disturb to send all calls to your voicemail when this answering rule is active.
- If needed, select Call screening to have callers say their name when they call to allow the call to be screened when answered.
- If calls should be forwarded elsewhere for this answering rule, use the Call Forwarding section to select when and where calls should be sent:
Call Forwarding Options
• Always - immediately forward calls to the number specified in the text field. No other forward rules will be followed.
• On Active - forward calls to the destination if the user's phone is already on a call.
• When busy - will forward calls to the destination if the reject button is pressed on an incoming call.
• When unanswered - forward calls to the number specified in the text field if the call is not answered after the specified ring timeout.
• When offline - automatically forward calls to the number specified in the text field when no devices are registered. This means that no devices, physical or virtual, are registered to Stratus. (for example, during a power outage).Destination Options for Forwarding
When the destination field is being filled with text, Stratus will show possible destinations based on the input.
Possible destination types:
• User - Forward calls to the user at the specified extension and follow their answering rules.
• Phone - Bypass the user's answering rules and forward calls to the device associated with the specified user.
•ail - Forward calls to voicemail at the specified extension.
• Queue - Forward calls to a call queue associated with that extension.
•dant - Forward calls to the auto-attendant associated with this user.
• Off-Net Number - Forward calls to a 10-digit Phone Number, such as a cellphone or answering service. - If multiple phones you own should ring for this answering rule, use the Simultaneous ring checkbox and its other options to fine-tune how these phones ring:
Simultaneous Ring Options
• Include user’s extension- Select this to ring the phone that uses your extension number.
• Ring all user’s phones - Ring all of your registered devices at the same time (i.e., mobile apps, softphones, and desk phones).
• Answer confirmation for Offnet Numbers - When conducting a simring to a cell/landline, this feature ensures that the answering party is a person instead of voicemail by requesting the answering agent to press 1 to accept the call.
• In the field for entering an extension, number, or phone, you can enter the extension or phone number of another telephone you want to ring.
• Click the Clock button to specify a ring delay. A ring delay allows you to enter the amount of time before the call rings at the destination.
• To add additional phones to the simring, click the Add icon. - To only ring your main phone that has your extension, select Just ring user’s extension.
- Once the answering rule has been configured, click the Save button.
The Default Answering Rule
The Default answering rule is an answering rule that is created each time a user is created. By default, this rule is usually set to Simultaneously ring all of the user's registered devices.
The Default answering rule acts as a “catch all” and stays active 24/7 unless there are answering rules above it that are active. Since this rule exists by default and is constantly active, it is usually used for routing After Hours calls, especially if there is a business hours answering rule that has been created.
By clicking the Edit icon next to the Default answering rule, you can adjust the destination for calls that are received while the Default answering rule is active.
This can be useful to do when you have added more answering rules for things such as your business hours or lunch.
The Active Answering Rule
You can have multiple answering rules, but only one rule can be active at a time. The active rule is the top-most rule with an active time frame. This can be seen with an Active tag next to the active answering rule.
Best practices dictate that you order answering rules according to how specific they are and their priority, with the highest priority time frames (for example, Temporary Forwards and Holidays) at the top. The default time frame can be used as a ‘catch all’ or ‘after hours’ timeframe if other timeframes are applied.
For example…
Assume today is Monday, July 4th. In this example, the Holidays and Open time frames could match the time and date conditions for July 4th. If Holidays is the first rule, however, it becomes the active rule. But if My Business Hours is the first rule, My Business Hours becomes the active rule.
Reprioritize Answering Rules
To adjust the order, or priority, of your answering rules…
1. In the Answering Rules page, find the rule you want to adjust the priority for.
2. On the left side of an answering rule, hover the mouse over the up/down arrows for that rule.
3. Click and drag the answering rule to where it should be in the list.
✔ A message should appear letting you know that the answering rules have been reprioritized before prompting you to click Save like so:
4. Click the Save button.
Ring Time Adjustment
The Ring Time can be adjusted using the drop-down menu. This is the amount of time that your phone(s) will ring for on an incoming call.
NOTE: The Ring Time does not affect the ring time of calls that reach you through a call queue.
This can be adjusted in the Call Queue's settings by a Call Center Supervisor, Site Manager, or Office Manager.
Ring Time Options
• 5 second intervals from 5 to 90 seconds
• 30 second intervals from 90 to 300 seconds
• 1200 seconds
• Unlimited
The Allow / Block Tool
The Allow / Block button allows users to control whether or not they receive calls from certain phone numbers.
Quick Tip: There is a SPAM CALLS section that can be shown in the Allow / Block tool.
To have this feature enabled and shown, please contact our technical support team.
Block Callers
If you are having issues with malicious, spam, and/or robo callers and you know their phone numbers, you can block those phone numbers from calling back in.
To do so…
1. In the BLOCKED NUMBERS section, type in the phone number and click the Add button.
✓ Clicking Add will make that number appear in the BLOCKED NUMBERS list:
2. If needed, click Remove to delete that phone number from the list.
3. Add more phone numbers to the list if needed.
4. Select Block anonymous or unknown to block all unknown callers if necessary.
5. Click the Done button to save the changes made to the block list.
Allow Callers
If you have previously blocked a phone number from calling and need to re-allow that number to call in, you can allow the phone number to be routed again.
To do so…
1. In the ALLOWED NUMBERS section, type in the phone number and click the Add button.
✓ Clicking Add will make that number appear in the BLOCKED NUMBERS list:
2. If needed, click Remove to delete that phone number from the list.
3. Add more phone numbers to the list as needed.
4. Click the Done button to save the changes made.
Mitigate Spam Calls
The SPAM CALLS section of the Allow / Block modal determines the treatment for STIR/SHAKEN calls that are identified as SPAM.
WARNING: In order to use the SPAM CALLS section of the Allow / Block tool, this feature needs to be enabled by our team. To get this enabled, contact our technical support team.
In the SPAM CALLS section, you can use the drop-down to select how calls marked as SPAM are treated.
These options include:
• Ring as normal - Have the call follow your inbound call routing like normal calls.
• Send to Voicemail - Forward the call to your voicemail.
• Drop Call - Allow the system to automatically drop the calls of any calls marked as SPAM.
• Screen Call - Prompts the caller to record their name.
Music on Hold
If you have produced songs or have the right to use certain songs, you can add those music files into the music on hold for your domain, users, or call queues.
DANGER: Using copywritten songs and songs that you do not have permission to use can put you at risk legally.
Add Music
To add music files into the Music on Hold of a user or a call queue…
- Navigate to the Music on Hold page.
- Do one of the following:
Add Music/Messages for Your Business
To adjust the music used for your whole business, select Domain.
The music and messages added to the Domain will be played when a caller waits on hold for a call queue or a user. Any users/call queues that have different music and messages added will have their custom music/messages played instead.
Note: By default, your whole business will be using our Spectrum Jazz music.
If your business if using our default jazz music, the Music section will look like this:If you would like to listen to our other genres that can be used, check out this article.
If you would like help changing the genre of music that is played by default, please contact our support team.
Add Music/Messages to a Call Queue
If you need to, you can add music and messages to call queues.
To do so…
1. On the Music on Hold page, use the Type dropdown to select Queue.
2. Select the call queue.Quick Tip: If you are not able to see the queue you need to adjust, deselect Hide Users Without Music on Hold.
3.
4.Add Music/Messages for a User
Tab Body
- Click the Add Music button.
✔ Doing so will pull up the Add Music modal.
- In the Song Name box, type in a descriptive name to identify the song with.
- Take a moment to confirm that the music file is in a proper format for the phone system.
WARNING: The audio file should be a 16-bit WAV (8Khz, Mono, 16-Bit PCM) file.
Convert an Audio File Using G711.org
To convert the audio file, you can use a free site named g711.org. To do so…
1. Visit g711.org.
2. In the Source File section, click the Browse button.
3. Select the audio file to be converted.
4. In the Output Format section, ensure that the Standard Definition option is selected.
5.Click the Submit button.
✔ Doing so will pull up a new page with a link.
6. Right-click the link and select Save link as.
7. In the File name box, type a name for the converted audio file and then click the Save button.
DANGER: Not converting music files can cause catastrophic issues for your phone system.
- Click the Browse button.
- Select the converted audio file.
✔ Now the file name and its file path should appear in the box.
- Click the Upload button.
✔ The new song will appear at the bottom of the list of songs in the Music section
Create a Message
To add in a message for callers to listen to while waiting on hold for you…
- Click the Add Message button.
✔ Doing so will pull up the Add Message modal.
- Use either of these options to add in a Message:
Text-to-Speech
Use the text-to-speech option to type out a message and select an automated voice that will read out what is typed.
Once the message has been typed out, click the Save button.
Upload
Using the upload option, you can upload a converted audio file and give the message a name.
WARNING: The audio file should be a 16-bit WAV (8Khz, Mono, 16-Bit PCM) file.
Convert an Audio File Using G711.org
To convert the audio file, you can use a free site named g711.org. To do so…
1. Visit g711.org.
2. In the Source File section, click the Browse button.
3. Select the audio file to be converted.
4. In the Output Format section, ensure that the Standard Definition option is selected.
5.Click the Submit button.
✔ Doing so will pull up a new page with a link.
6. Right-click the link and select Save link as.
7. In the File name box, type a name for the converted audio file and then click the Save button.
DANGER: Not converting music files can cause catastrophic issues for your phone system.
Once the file has been selected on your PC, click the Upload button.
Record
The record option allows you to type in the phone number or extension number for the phone system to send a call.
Click the Call button to send a call to the number. When the call is answered, it will record whatever is said to it.
✔ You should now see the new Message added into the Messages section.
Play an Introduction Greeting
Similarly to a regular message, an Introduction Message can be added in. The introduction message is played before any of the music or messages play. This kind of message is useful for notices or warnings, such as that the call may be recorded.
To add in an Introduction Message…
- Click the Add Intro Message icon .
Quick Tip: If there have not been any messages added, you can click the Add Introduction button on the notice that shows in the Messages section.
- Use either of these options to add in an Introduction Message:
Text-to-Speech
Use the text-to-speech option to type out a message and select an automated voice that will read out what is typed.
Once the message has been typed out, click the Save button.
Upload
Using the upload option, you can upload a converted audio file and give the message a name.
WARNING: The audio file should be a 16-bit WAV (8Khz, Mono, 16-Bit PCM) file.
Convert an Audio File Using G711.org
To convert the audio file, you can use a free site named g711.org. To do so…
1. Visit g711.org.
2. In the Source File section, click the Browse button.
3. Select the audio file to be converted.
4. In the Output Format section, ensure that the Standard Definition option is selected.
5.Click the Submit button.
✔ Doing so will pull up a new page with a link.
6. Right-click the link and select Save link as.
7. In the File name box, type a name for the converted audio file and then click the Save button.
DANGER: Not converting music files can cause catastrophic issues for your phone system.
Once the file has been selected on your PC, click the Upload button.
Record
The record option allows you to type in the phone number or extension number for the phone system to send a call.
Click the Call button to send a call to the number. When the call is answered, it will record whatever is said to it.
✔ You should now see the new Introduction Message added into the Messages section.
Manage Your Music and Messages
On the Music on Hold page, you can do the following to manage and adjust your music and messages:
Re-Order Music and Messages
Once messages and music have been added in, the lists of music and messages can be re-ordered to prioritize when those songs/messages should play.
✔ Once the music or messages have been re-ordered, click the Save button that appears in the warning banner.
Rename a Song or Message
To rename a song or message, click the Edit Name icon next to it.
Delete a Song or Message
To delete a song or message, click the Delete icon next to it.
Copy Existing Music or Messages
Copy an existing message or song by clicking on the Copy icon .
✔ Clicking Copy will add the same message/song to the bottom of the list with "Copy" appended to the name.
Randomize Music
The Randomize Music feature randomly orders the music when a user is calling in and is put on hold.
It can be enabled by selecting the Randomize music checkbox.
Add Time Between Messages
The Time Between Messages feature sets the time between the end of one message and the start of the next one. Within each of these breaks, the music will resume.
This can be adjusted with a slider in increments of 5 seconds. The default value for the time between messages is 30 seconds, but this value can range from 15 to 120 seconds.
Inventory Management
Your Phone Numbers
As an Office Manager or Site Manager, you have the power to view and modify phone numbers through the Inventory page of the Stratus web portal.
On the Inventory page, you can view and edit your phone numbers and their destinations.
Export a Spreadsheet of Your Phone Numbers
If needed, you have the option to download a spreadsheet of your phone numbers and their destinations. This spreadsheet can be printed out and shared with users for use as a reference.
To export a spreadsheet of your phone numbers…
1. Click the Export button.
2. Wait for the spreadsheet to download.
3. In your Downloads, open the downloaded spreadsheet.
✔ Now you can use and print this list of phone numbers as a reference.
Edit the Destination of a Phone Number
As a Stratus admin, you have the ability to view and edit your phone numbers and their destinations.
To modify the destination for one of your phone numbers…
- Click the Edit icon next to a phone number.
✔ Doing so will pull up the Edit menu.
- In the Edit menu, use the Treatment drop-down to select the type of destination the phone number should direct calls to.
Types of Treatments for Phone Numbers
Treatment Description User Route callers directly to an internal user's extension number.
– Phone numbers that point directly to users are called Direct Inward Dialing (DID) numbers.
– The most common destination for phone numbers is the 8900 Inbound Routing User.Conference Assign a phone number to a conference bridge to allow users to directly call into a conference. Call Queue Assign a phone number to a call queue to have callers directly sent to it. Voicemail Route calls directly to a general voicemailbox, or a user's own voicemailbox. Auto Attendant Assign a phone number to an auto attendant that will read a message to a user and allow them to choose how their call is handled. PSTN Number Forward calls to another telephone number, such as an answering service. Fax Server This option is for fax numbers that utilize StratusFAX. Note: To learn more about call routing, check out this guide.
- If there is a second box that appears, type the exact destination.
.Quick Tip: Depending on what Treatment was selected, the name of this box may differ and require different information.
For example, selecting PSTN Number as the Treatment will have a second box appear where you would type the phone number to forward calls to.
- If needed, type a word in the Caller ID Prefix box that will be prepended to the front of a caller's Caller ID
Quick Tip: Adding a prefix to the caller IDs of people that call this number can be useful if you have agents handling calls from multiple phone numbers that have different purposes.
- If needed, use the Notes box to add a brief description of the phone number's purpose or owner.
- Once you are done, click the Save button.
- Place a test call to the phone number to ensure calls are being routed correctly.
Your Phone Hardware
To access Phone Manager to make changes…
- Log into Stratus.
- Visit the Inventory page of Stratus.
- Click the Phone Hardware tab to view your phones.
On the Phone Hardware page, you can view your phones, their registration status, and the users they are assigned to.
View a Phone's Registration Status
Status | Icon | Description |
---|---|---|
Unregistered | The phone's extension is currently unregistered. This could be due to the phone being turned off or registration issues. |
|
Registered | The phone is turned on and registered with our server. |
To view more information about a phone's registration status, hover over the status icon.
Edit a Phone's Configuration
Open the Phone Manager Tool
Access the Phone Manager Launcher
To customize the layout of these phones, click on the Phone Manager button OR click on the arrow to the right to access the drop-down options.
Clicking the Phone Manager button will show you two different ways to edit phones: Edit Phone Configurations and Edit Configuration Template.
1. Edit Phone Configuration: Search for a specific phone to edit its button configuration.
Enter a MAC address or the extension number of the phone you want to edit.
2. Edit Configuration Template: Choose a phone model's template from the drop-down to view and adjust it.
Access Phone Manager for a Specific Phone
When a device is listed in the Inventory with an active device profile, you can click the MAC address to access Phone Manager.
Alternatively, you can click the Phone Manager button to go to a particular device’s editor page.
While you are in the Phone Manager page for a phone, you can edit a phone's button layout and change the source for its Directory.
Customize a Phone's Buttons
To edit a phone's button configuration…
1. On an empty line key spot, use the Select a Feature drop-down select a feature for that line key.
Line Key Feature Options
Feature | Description |
---|---|
Line Appearance | Adds a line registration to the device and acts as a channel of communication that allows for multiple calls to be handled at once. Some features, such as transfers and conferences, require at least two line appearance keys. |
Shared Line Appearance | Adds a shared line registration that can be shared by multiple devices. |
User (BLF) | Press this key to quickly call or transfer a call to a coworker. The light allows you to see the presence status of another extension. |
Speed Dial | Press this key to quickly call or transfer a call to a specific destination. This key can be used to contact external telephone numbers and other internal users. |
Call Park | Allows you to park and retrieve an active call, based on your Call Park Queues and Dial Translations. |
DTMF | Use mid-call DTMF features such as star codes. Note: This feature is not supported by Cisco and Poly IP devices. |
Queue Toggle | Quickly toggle your queue availability status between Available and Unavailable. Note: Indicator lights may not work on some devices. |
Timeframe Toggle | Toggle a specific time frame on and off for your user. This timeframe must be on the Answering Rules of the user of the phone. Indicator lights may activate on applicable devices. |
Hot Desk | This version of Hot Desking is not recommended. If you would like to utilize a hot desk set up, please reach out to SpectrumVoIP’s Technical Support team. |
Queue Login | Log into all call queues that you are assigned to. |
Queue Logout | Log out of all call queues that you are assigned to. |
Move My Call | Move a call that is currently active for your user to this device, such as from the SpectrumVoIP Mobile App, the StratusHUB desktop app, or the Stratus Web Phone. |
2. If needed, click the Lock icon to lock a line key to prevent it from being edited by Basic Users.
3. Add a Custom Label to change the name displayed by a line key.
4. Use Phone Manager's additional options to do the following:
• Cascade Directory (dynamic)- Auto fills the button being assigned, and all subsequent buttons, with dynamic BLFs which update whenever the phone resyncs.
• Cascade Directory (static) - Auto fills the button being assigned, and all subsequent buttons, with static BLFs for the current directory entries.
• Clear Button - Deletes the button assignment and resets it to initial state.
• Cascade Button Clear - Deletes the button assignments for all subsequent buttons.
5. Reorder line keys by dragging the button ID circle and dropping it onto another spot.
6. Zoom in or out when viewing the phone image. Click Reset to return the phone image to its default view.
7. Once done configuring the template, click either…
• Save - Save the change and have the phone apply any updates during its nightly update.
• Save as new template - Save the phone as a template to be applied to other phones.
• Save and resync - Save the phone and have the phone reboot itself to apply changes.
Update a Phone's Directory
1. Click the Directory button.
or
✔ Doing so will open up the Phone Manager Directory modal.
2. In the Choose a directory source section, select where the phone's Directory should pull contacts from.
3. In the Directory section, click on to select if the Directory should sort contacts by Extension, Last Name, or First Name.
Quick Tip: Updating this will change how any BLFs that are added using the Cascade Directory (static) and Cascade Directory (dynamic) options are sorted.
4. Click the Eye icon next to a contact to hide that user from the phone's Directory.
Quick Tip: Click the Eye icon again to show that contact in the phone's Directory.
To remove all of the changes you have made to the Directory, click Reset to default.
5. Click the Done button once you are done with your changes.
Manage Templates
When there are a large number of phones in your Inventory, it may not be practical to edit the phones' configurations one-by-one. To make editing multiple phones easier, Configuration Templates can be used.
To view and edit a configuration template…
- Click the Phone Manager button.
Quick Tip: Alternatively, you can click the arrow and select Manage configuration templates.
- In the Phone Manager Launcher menu, click the Manage all templates hyperlink.
✔ Doing so will pull up the Phone Manager Configuration Templates menu.
Add a New Template
1. In the Template Name box, type in a name for the new template.
2. In the Description box, type any notes about the template.
3. Using the Model drop-down box, select the phone model this template will be for.
DANGER: The Model type of the template will need to match the model of the phones using this template.
Be sure to keep this in mind when creating a new Template for existing devices. The template will not be a selectable option if the Model of the phone does not match the model of the template.
4. Click the Add button.
Copy a Template
1. Click the Search icon and type in the name of a template or a specific phone model.
2. Select a template from the list.
3. Click the Copy button to create a version of this template that you can edit.
✔ Clicking Copy will pull up Phone Manager with the template's configurations displayed.
4. Click the Edit icon next to the template's name to rename the template to make the template easier to find later.
5. Click the second Edit icon to adjust the description of the template.
6. Customize this template to match what is needed for phones using this template.
7. Click the Save button.
Customize a Template
When looking at a newly added or copied template, there are several ways you can personalize the template using the Phone Manager tool.
You can…
1. Click the Directory button and use the Directory Source drop-down to select what contacts should be shown.
or
2. Add Features to your line keys to match your preferences.
Line Key Feature Options
Feature | Description |
---|---|
Line Appearance | Adds a line registration to the device and acts as a channel of communication that allows for multiple calls to be handled at once. Some features, such as transfers and conferences, require at least two line appearance keys. |
Shared Line Appearance | Adds a shared line registration that can be shared by multiple devices. |
User (BLF) | Press this key to quickly call or transfer a call to a coworker. The light allows you to see the presence status of another extension. |
Speed Dial | Press this key to quickly call or transfer a call to a specific destination. This key can be used to contact external telephone numbers and other internal users. |
Call Park | Allows you to park and retrieve an active call, based on your Call Park Queues and Dial Translations. |
DTMF | Use mid-call DTMF features such as star codes. Note: This feature is not supported by Cisco and Poly IP devices. |
Queue Toggle | Quickly toggle your queue availability status between Available and Unavailable. Note: Indicator lights may not work on some devices. |
Timeframe Toggle | Toggle a specific time frame on and off for your user. This timeframe must be on the Answering Rules of the user of the phone. Indicator lights may activate on applicable devices. |
Hot Desk | This version of Hot Desking is not recommended. If you would like to utilize a hot desk set up, please reach out to SpectrumVoIP’s Technical Support team. |
Queue Login | Log into all call queues that you are assigned to. |
Queue Logout | Log out of all call queues that you are assigned to. |
Move My Call | Move a call that is currently active for your user to this device, such as from the SpectrumVoIP Mobile App, the StratusHUB desktop app, or the Stratus Web Phone. |
3. Lock line keys to prevent users from editing certain buttons while viewing their own phones.
4. Add a Custom Label to name a line key.
5. Use Phone Manager's additional options.
• Cascade Directory (static) - Auto fills the button being assigned, and all subsequent buttons, with static BLFs for the current directory entries.
• Cascade Directory (dynamic)- Auto fills the button being assigned, and all subsequent buttons, with dynamic BLFs which update whenever the phone resyncs.
• Clear Button - Deletes the button assignment and resets it to initial state.
• Cascade button clear - Deletes the button assignments for all subsequent buttons.
6. Reorder line keys by dragging the button ID circle and dropping it onto another spot.
7. Zoom in or out when viewing the phone image. Click Reset to return the phone image to its default view.
8. Once done configuring the template, click Save (for new templates) or Save as new template (for copied templates).
Apply a Template
After a template has been made, it can be applied to phones on the account. This can be done to a single phone or multiple phones at a time.
Apply a Template to a Single Device
1. In the Phone Manager tab, click the Phone Manager icon next to the phone needing the change.
2. Click the Templates button and select a template from the dropdown.
3. Click the Apply Template button.
✔ You should see the buttons appear on the Phone Manager screen.
4. Click Save and Resync to apply the template to the device.
Quick Tip: Alternatively, you can click the Save button to apply the changes in the portal and have the phone update later during its nightly update.
Apply a Template to Multiple Devices
Once you have created/edited a template, you can apply it to multiple phones.
To apply a template…
1. In the Phone Hardware tab, click the check boxes to select the devices you wish to apply the template to.
2. Click the Phone Manager drop-down arrow and select Apply a template to selected Devices.
✔ The Bulk Edit Phone Manger Templates menu will appear.
3. In the Configuration Templates section, search for and select the template.
4. Select Apply and Resync to apply the changes to both the portal and the phones.
Quick Tip: Alternatively, you can click the Apply button to apply the changes in the portal and have the phones update later during their nightly update.
Call History
On the Call History page, you can view all of the calls your users have been handling.
To access this page, click the Call History button.
In the Call History page's chart, you can reference different columns that contain different details and data from each call.
Column Name | Description |
---|---|
From Name / From | This is the phone number and contact name provided by the caller's carrier. |
Dialed / To |
"Dialed" is the phone number that was called, and "To" is where the call ended up. "Dialed" will be different than the "to" number in cases such as when a call is transferred or placed into a queue.
|
Date | The date the call was placed. |
Duration | The time elapsed (minutes:seconds) during a call. |
Release Reason | The reason reported by the system for why a call (or a segment of a call) has ended. |
Quick Links |
• Download: If call recording has been enabled for that user or the call queue the call originates from, this icon will download the call's recording to your PC. • Listen: If the call was recorded, this icon will open an audio player on screen for you to listen to the recording. • Call Flow: Clicking this icon opens a comprehensive listing of all the technical information captured from the moment a connection is first being attempted until the call ends. • Add Notes: Click this icon to add disposition notes to the call. |
Call Release Reasons
When a call is ended, a Release Reason is recorded to detail why and how the call ended. This can help you find out why a call may have ended when it did.
Reason | Description |
---|---|
Cancel Connect | The connection was cancelled at any point of the call. |
Connect | The call was connected to another destination. For example, a call answered by an auto attendant and then connected to an extension. |
Curl Err: 18 | Web Responder: A file transfer was shorter or larger than expected. |
Curl Err: 23 | Web Responder: An error occurred when writing received data to local file. |
Curl Err: 28 | Web Responder: The specified time out was exceeded. |
Curl Err: 7 | Web Responder: Call failed to connect to a host or proxy server. |
Dispatched | Call dispatched to a user from a call queue. |
Domain Limit | The call was blocked since your domain reached its limit on simultaneous calls. |
Incompatible Media | There is not a compatible codec to support the call. |
Invalid PIN | The PIN that was enter for a call was invalid. |
Max Recording | The call was disconnected after reaching the maximum duration for recording. |
Message Sent | The recorded message has been sent. |
302 Moved | The terminating party has temporarily moved. This is commonly seen when forwarding has been enabled for the other caller. |
No ACK Timeout | The call was disconnected after one caller did not respond with a 200 OK. |
No Answer | Call was terminated after one party of the call did not answer. |
No Audio File | An audio file that should be played by a destination could not be found. |
No Dial Rule | The call was disconnected after a dial rule could nto be found for the caller. |
No Digit | Digit collection timed out before a digit was dialed. This can happen for destinations like an auto attendant. |
No Orig Match | The origin of the call does not match to a defined Registrar or Connection entry, |
No Response | While the call was being forwarded onward, no response was found from the destination. |
No Route | The call was terminated after a route could be found. |
No Subscriber | The requested user for a call does not exist. |
Not Found | The intended termination reason cannot be found. |
Orig: Bye | Call was ended when one party sent a BYE. |
Orig: Cancel | One party of the call canceled the connection before the other party could answer. |
Restart | The system restarted the call. |
Term Locked | The termination was disabled from service by a system administrator. |
Term: 403 | The terminating party forbid the call. |
Term: 404 | The terminating party reports Not Found. |
Term: 480 | The terminating party is temporarily unavailable. |
Term: 481 | The terminating party reports that the call/action does not exist. |
Term: 486 | The terminating party is busy. |
Term: 487 | The terminating party responds with Request Terminated. |
Term: 503 | The terminating party reports Service Unavailable. |
Term: 603 | The terminating party declined the call. |
Term: Bye | The terminating party responded with BYE. |
Term Reg. Expired | The terminating party's registration expired. |
Time Limit | The call disconnected after exceeding a Time Limit. |
Transferred | The call was transferred to another destination. |
Wrong Orig IP | The calling party's IP address is invalid. |
Filter the Call History
Using the Filters button, you can filter your call history and view only the events of interest to you.
-
In the Call History page, click the Filters button.
✔ Doing so will make the Call History Filters modal appear.
- Complete the fields using this table:
Setting | Description |
---|---|
Date Range |
Select the From and To dates for the events you want to view. The maximum From-To range is 31 days. The furthest back you can search within the Stratus Web Portal's Call History is 6 months. To view call data records from beyond 6 months, you can access the CDR Archives. |
User | Enter the name or extension you want to view. |
Caller Number | Enter the caller number you want to view |
Dialed Number | Enter the dialed number you want to view |
Call Type | Enter the type of call you want to view. Choices are: • Inbound • Outbound • Missed |
-
Click the Filter button.
✔ The Call History page will update to only show entries that match your criteria.
If no events match your criteria, a message will inform you that there are no matches to your
filter.
Export Your Call History
You can export the call history as a spreadsheet in a CSV format. From there, you can open the information in Microsoft Excel or other spreadsheet software for further manipulation.
-
From the Call History page, click the Export button.
- When prompted, click the Save button.
Schedule Call History Exports
To schedule a call history export…
- In the Call History page, click the Scheduled Exports button.
✔ Doing so will pull up the Scheduled Exports page where previously created export tasks can be edited or downloaded.
- In the Scheduled Exports page, click the New Export button.
✔ The Schedule New Export modal will appear.
- Fill in the following field values:
Field | Description |
---|---|
Name | The name can be no more than 64 characters long. No special characters other than a hyphen, space, or underscore. |
Type |
• Monthly will send a report on the first of every month. • Weekly will send a report for the last 7 days, including the current day. For instance, select "weekly" and then "Sunday" to receive data from the previous work week (Monday - Sunday). • Daily will send a report at the same time every day. • Customize opens a wide range of capture periods. |
After Completion | After scheduling the export, choose where the data should be exported to: "Do Nothing" (which downloads the data to the portal), "Email Attachment", "FTP" (File Transfer Protocol) server, or "SFTP"(Safe File Transfer Protocol) server. |
Email Notification | This field is required if “Email Attachment” was chosen for After Completion. Will send an email to the desired email address notifying that the export is ready to be downloaded. If the user has “After Completion” as “Email Attachment”, then the email will contain the attachment. |
- Visit the Options tab to configure how and what data should be shown in the export.
Formatted Export Examples
Basic Export
Advanced Export
Standard Export
CDR Archives
The CDR Achieves allow you to view call data reports past 6 months.
To access these data reports, click the CDR Archives button.
A list of call history data will appear. Each report can be downloaded as a CSV spreadsheet.