View and Download an Admin User Guide

Take a Tour of the Portal

Access the Portal

1. Visit www.stratus.spectrumvoip.com. 
   

   ✓ Visiting this link will pull up Stratus' Login page:
   

    
2. In the Login Name box, type your login name.
3. In the Password box, type your password.
4. Click Log In.

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.

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. 

User Management

Edit the Settings of Users

When you click on a user's name, you can view and adjust their settings. There are many different settings that can be adjusted for each user. 

Profile Settings

As a Stratus admin, you can update any of your users' Profile information. 

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.

 

 

Voicemail Settings

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.

 

 

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…

1. Navigate to the Users page.
   
2. Use the search bar to find the user that needs their answering rules adjusted.
   
3. Click the Edit icon next to the user and select Answering Rules.
   

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.

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.

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…

1. Navigate to the Users page and select the user needing a recycle.
2. Visit the Advanced tab in the user's settings and click the Reset User button.
   
3. In the Reset User modal, use the checkboxes to select what kind of information should be deleted or changed.
   
4. Make sure to select Recycle User to input the new user's information.
   
5. Click the Reset button.
   
6. Click Reset again on the confirmation message that appears.
   
7. In the Recycle User modal, use the boxes to type in the new user's information.
   
8. 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.
   
9. Click the Save button.
   
   

   ✔ Now you can go through the new user's settings to further configure their extension, mailbox, and answering rules.

    

Delete a User

As a Stratus admin user, you have the ability to delete users using the Stratus web portal. 

To delete an obsolete user…

1. On the Users page, select the user(s) that need to be removed. 
   
2. Click the Delete button that appears.
   
3. 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.

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.

Call Routing and Forwarding

Many businesses and organizations have special scenarios where they need calls routed to destinations that differ from their normal routing. These special routing scenarios could be lunches, meetings, holidays, inclement weather closings, and more.

Call forwarding can be set up by doing the following:

1. Schedule routing/forwarding by creating a Time Frame.
2. Set where calls should be routed during a time frame by adding Answering Rules.

Time Frames - Schedule Routing

To tell the system these dates and times that calls would be routed differently, time frames are created on the Time Frames page of the Stratus web portal. There are two types of time frames that can be created: Domain and Owned time frames. 

Domain Time Frames

Domain time frames are time frames that can be used by any user to create answering rules for call routing. 

When a Domain time frame is created, 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.

To create a shared, Domain time frame for any user to use…

1. Navigate to the Time Frames page.
   
2. Click Domain or click the Edit icon to pull up a list of the time frames for the whole business.
   
   

   Quick Tip: Alternatively, you can click the Add icon to quickly navigate to the Add a Domain Time Frame menu. 

    
3. Click the Add Time Frame button.
4. In the Add a Domain Time Frame 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.
     
     Use the Module below to explore the selectable options for When:
     

     Always

     If the time frame should be active until it is disabled, select Always. 

     ✔ This option is commonly used for call forwarding that will be enabled for an undetermined length of time, such a forwarding for emergencies or an outage.

      

      

      

     Days of the Week

     Select Days of the Week if the time frame will be active on a recurring basis (same time and day every week).
     

     ✔ This option is commonly used for scheduling Business Hours and Lunch.

      

     To add a break in the time that the time frame is active on a certain day, click the Add range icon.
     

     Click Copy to All to have this time range added to the other selected days.
     

      

      

     Specific Dates

     Select Specific Dates to schedule routing during special date(s) and times that may or may not recur, such as Meetings, Conferences, etc.

     In the Specific dates section, select the date(s) and times the time frame will be active for and click the Add button.
     

     If the date(s) will be recurring, use the Recurrence dropdown to select when this time frame should automatically be active in the future.
     

     Quick Tip:  If you have set this time frame to recur, you can use the Ends option to set a date that this time frame will stop following the Recurrence option.

     

      

      

      

     Holidays

     With the Holidays option, you can select commonly celebrated holidays from different regions that you would like to forward or reject calls for.
     
     Use the search bar to find and select a holiday.
     

     Use the dropdown filters to look for holidays observed in specific regions.
     

     Select the range of time that this time frame will be active for, such as your business hours.
     

     To remove a holiday, click the Delete icon.
     

     If needed, use the Recurrence dropdown to select whether or not these holidays will be observed yearly.  
     

     Quick Tip: If you set these holidays to recur, you can use the Ends option to set a date that this time frame should stop following the Recurrence option.
     

      

      

      

     Custom

     Create custom time routing that combines days of the week, specific dates, and holidays all together to suit any time frame need.

     

      

      
5. Click the Save button.
6. To add more time frames, repeat steps 3-5. 
   

   ✔ You should now have a list of time frames that can be used to create answering rules by you or other users.
   

   Basic users will be able to view and use these time frames for answering rules, but they cannot edit these time frames. 
   

   Now the Domain time frames 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.

    

    

Bulk Toggle Shared Time Frames

On the Time Frames page, you can use the Bulk Toggle feature to enable/disable time frames. These time frames are used by answering rules to tell the system when calls should be routed according to what is set in the answering rule. Once a time frame has been used in an answering rule for a user, the Bulk Toggle feature can be utilized.

To enable/disable the answering rules of multiple users…

1. Navigate to the Time Frames page.
   
2. Click the name of your business.
   
3. Click the Bulk Toggle icon next to the time frame that needs to be disabled/enabled for multiple users.
   
4. In the Bulk Toggle Timeframe menu, select the users that need this time frame disabled/enabled. 
   
5. Click either the Enable or Disable button.
   
   

   ✔ Once one of these buttons has been clicked, you should see a confirmation message that the Answering Rules for these users were updated.
   

   Now any call routing or forwarding set up through the answering rules using those time frames will be enabled/disabled, depending on the button that was clicked.

    

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. 

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 Time Frame 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.
     
     Use the Module below to review the selectable options for When:
     

     Always

     If the time frame should be active until it is disabled, select Always. 

     ✔ This option is commonly used for call forwarding that will be enabled for an undetermined length of time, such a forwarding for work leave, emergencies, or an outage.

      

      

      

     Days of the Week

     Select Days of the Week if the time frame will be active on a recurring basis (same time and day every week).
     

     ✔ This option is commonly used for scheduling Lunches for users.

      

     To add a break in the time that the time frame is active on a certain day, click the Add range icon.
     

     Click Copy to All to have this time range added to the other selected days.
     

      

      

     Specific Dates

     Select Specific Dates to schedule routing during special date(s) and times that may or may not recur, such as Meetings, Conferences, etc.

     In the Specific dates section, select the date(s) and times the time frame will be active for and click the Add button.
     

     If the date(s) will be recurring, use the Recurrence dropdown to select when this time frame should automatically be active in the future.
     

     Quick Tip:  If you have set this time frame to recur, you can use the Ends option to set a date that this time frame will stop following the Recurrence option.

     

      

      

      

     Holidays

     With the Holidays option, you can select commonly celebrated holidays from different regions that you would like to forward or reject calls for.
     
     Use the search bar to find and select a holiday.
     

     Use the dropdown filters to look for holidays observed in specific regions.
     

     Select the range of time that this time frame will be active for, such as your business hours.
     

     To remove a holiday, click the Delete icon.
     

     If needed, use the Recurrence dropdown to select whether or not these holidays will be observed yearly.  
     

     Quick Tip: If you set these holidays to recur, you can use the Ends option to set a date that this time frame should stop following the Recurrence option.
     

      

      

      

     Custom

     Create custom time routing that combines days of the week, specific dates, and holidays all together to suit any time routing need.

     

      

      
5. Click the Save button.
6. To add more time frames, repeat steps 3-5. 
   

   ✔ You should now have a list of owned and Domain 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.

    

    

Answering Rules - Route and Forward Calls

Once Time Frames have been created, call routing and forwarding can be set up using Answering Rules. Each user and your different locations can have their own answering rules. These answering rules tell the system where calls should be routed for a user/location when a specific time frame is active.

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.

Basic Users can configure their own answering rules on the Answering Rules page of their version of the Stratus web portal.

The Inbound Routing User - Your Business' Routing

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. 

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. 

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.
   
   

   ✔ The Add an Answering Rule modal will appear.

   

    
2. 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. 

    
3. If this answering rule should not yet be active, uncheck the Enabled box to disable this rule.
   
4. If necessary, select Do not disturb to send all calls to your voicemail when this answering rule is active.
   
5. If needed, select Call screening to have callers say their name when they call to allow the call to be screened when answered.
   
6. 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.

    

    

    

    
7. 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.

    

    
8. To only ring your main phone that has your extension, select Just ring user’s extension.
9. Once the answering rule has been configured, click the Save button.
   

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.

Ring Time Adjustment

The Ring Time can be adjusted using the drop-down menu. This is the amount of time that a user's phone(s) will ring for on an incoming call. 

Block Phone Numbers

As a Stratus admin user, you can block and allow calls from different phone numbers for your individual users and the whole business. 

Blocking phone numbers can be done in two places:

1. The Call History page using the Block icon and the Blocked Numbers menu.
2. The Allow / Block menu that you can access while viewing a user's Answering Rules. 

Block Numbers in the Call History Page

With the Stratus v42 update, you can use the Block icon and the Blocked Numbers menu on the Call History page to block phone numbers from calling your business and your users. Use the module below to explore the different ways you can block numbers from the Call History page.

Unblock a Phone Number

If you have added a phone number to your Call History's Blocked Number list, you can remove it at any time. Removing a phone number from the Blocked Number list will unblock that caller so that you and your users can start receiving calls from that phone number again.

To unblock a blocked number…

1. On the Call History page, click the Blocked Numbers button.
2. In the Blocked Numbers menu, click the Delete icon next to the phone number that needs to be unblocked.
   
   

   Quick Tip: Alternatively, you can click the Unblock icon next to the log of a recently received call from a blocked phone number. 
   

    

   ✔ You should see a confirmation message that the phone number has been removed from the Blocked Numbers list.

   

    
3. Repeat step 2 for each phone number that needs to be unblocked. 

The Allow / Block Tool of Answering Rules

In the Answering Rules of your Inbound Routing Users and regular users, you can click the Allow / Block button to control whether or not the user receives calls from certain phone numbers.

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. 

As a site manager or office manager, you can create an auto attendant to help automate your calls. To do so…

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 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).
4. 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, 

1. Click a number to designate where you want the caller to go when pressing that number on the dial pad of their phone. 
    
2. 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:

   G711.org - Telephony File Converter

   When using this website to convert the file, select the Standard Definition option for the Output Format. 

    

       •  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.

    

    

    
3. 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. 

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.

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.

Call Queues

A Call Queue, also known as a hunt group, is a function that dispatches calls to multiple agents. These call queues can ring agents simultaneously or in a specific order. There are different types of call queues that can be used to ensure agents are receiving and handling calls as intended. 

Once a call queue reaches its Queue Ring Timeout (the set amount of a time a call will ring all agents, the call is marked as unanswered. Unanswered calls can be set to either stay in the queue, go to the queue's own voicemail, or forward to a different destination using its If Unanswered setting. Callbacks can be set up for call queues if needed.

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:

1. Navigate to the Call Queues page.
   
2. Click the Add Call Queue button.
   
3. 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.

    

    
4. 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.
5. 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.

    

    
6. Click the Next button.
7. 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.

    

    
8. 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.
   
9. 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.

Check an Agent's Status

The color-coded status (person 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…

1. Click the Edit Agent icon. 
2. Use the Status drop-down to select the agent's status.
   
3. Click the Save Agent button.
4. If needed, repeat this process for any other agents.
5. Click the Done button.

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.

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.

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.

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…

1. On the Call Center page, click the Reports button.
   
   
2. 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.
   

    

    

    

    

    

    
3. Select the date range and times for calls and their statistics.
   

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.

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…

1. Click the Edit icon next to a phone number.
   

   ✔ Doing so will pull up the Edit menu.

   

    
2. 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.

    

    

    
3. 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. 

    
4. 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.

    
5. If needed, use the Notes box to add a brief description of the phone number's purpose or owner.
   
6. Once you are done, click the Save button.
   
7. 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…

1. Log into Stratus.
2. Visit the Inventory page of Stratus. 
   
3. 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 Buttons

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.

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…

1. Click the Phone Manager button.
   
   

   Quick Tip: Alternatively, you can click the arrow and select Manage configuration templates.
   

    
2. In the Phone Manager Launcher menu, click the Manage all templates hyperlink.
   
   

   ✔ Doing so will pull up the Phone Manager Configuration Templates menu.
   

    

Call History

On the Call History page, you can view all of the calls your users have been handling. 

To adjust the different columns of information that you can view in the Call History table, click the Columns button to select the different columns to show/hide.

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	This is the FROM name provided by the caller's carrier.
From	This is the phone number provided by the caller's carrier.
Dialed	The phone number, extension number, or series of digits dialed to place a call.
To	The destination the call connected to.  "Dialed" will be different than the "to" number in cases such as when a call is transferred or placed into a queue. Occasionally, you may notice a term in the "to" column. Here are the definitions for the most common terms you will find here:  AA-Main means the call disconnected while caller was still in a domain's primary Auto Attendant.  Announce-Park-Info is the announcement of park location. The Call History table will split calls into two segments, the first of which will hold this value in the TO section. The next will show the call's journey into the call queue. Auto Attendant means the call disconnected while caller was still in the Auto Attendant.  Call-Queue means the call disconnected while the caller was still in queue and not dispatching to an agent.  NMS is similar to the "server name" field below. It means the call disconnected while the call was being processed. The caller was likely to have been in the middle of being routed such as an AA timeout, they pressed a button for the system to process, etc. "nms" is configurable via the "LocalAorUser" system parameter along with "LocalAorHost" for the second part of the server name.  Server Name means the call disconnected during call processing without a termination location determined yet.  SpeakAccount indicates that the caller hung up during a voice prompt. For instance, a caller dials his co-worker, but his co-worker does not answer. The voicemail prompt begins to play, but before it has finished, the caller hangs up.
Date	The date the call was placed.
Duration	The time elapsed (minutes:seconds) during a call.
Disposition	If you have had Technical Support add selectable Dispositions for your account, you can view the Disposition that a user has assigned to that call log using the Notes icon.
Topics	If call recording with transcription has been enabled for a user, call queue, or your whole account, their recorded calls will be analyzed to find the three biggest discussion topics.  Those topics will be listed in the Topics column, which can be shown using the Columns button.
Quick Links or	•  Block / Unblock - Block or unblock a phone number that has called you.  •  Download - If call recording has been enabled, download the call's recording to your PC.  •  Listen - If the call was recorded, open an audio player on screen to listen to the recording. If you have call recording transcriptions enabled, this icon will pull up the Call Transcript menu.  •  Call Flow - View a step-by-step list of the different functions and users a call connected to before the call was ended. This toll will also show information about calls that ended unexpectedly.   •  Add Notes - Add notes about the purpose and outcome of a call. If you have had Dispositions added to your account, you can also select and mark a call log with a Disposition and Reason.

Filter the Call History

Using the Filters button, you can filter your call history and view only the events of interest to you.

1. In the Call History page, click the Filters button.
   

   ✔ Doing so will make the Call History Filters modal appear.

   

    
2. Complete the fields using this table:

3. 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.

    

Block Phone Numbers

With the Stratus v42 update, you can use the Block icon and the Blocked Numbers menu on the Call History page to block phone numbers from calling your business and your users. Use the module below to explore the different ways you can block numbers from the Call History page.

Unblock a Phone Number

If you have added a phone number to your Call History's Blocked Number list, you can remove it at any time. Removing a phone number from the Blocked Number list will unblock that caller so that you and your users can start receiving calls from that phone number again.

To unblock a blocked number…

1. On the Call History page, click the Blocked Numbers button.
2. In the Blocked Numbers menu, click the Delete icon next to the phone number that needs to be unblocked.
   
   

   Quick Tip: Alternatively, you can click the Unblock icon next to the log of a recently received call from a blocked phone number. 
   

    

   ✔ You should see a confirmation message that the phone number has been removed from the Blocked Numbers list.

   

    
3. Repeat step 2 for each phone number that needs to be unblocked. 

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.

1. From the Call History page, click the Export button.
   
2. When prompted, click the Save button.

Schedule Call History Exports

To schedule a call history export…

1. 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.

    
2. In the Scheduled Exports page, click the New Export button.
   
   

   ✔ The Schedule New Export modal will appear.

   

    
3. Fill in the following field values: 

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.

Call Recordings

Using the Stratus web portal and our products, you and your users can record calls. To be able to record calls, call recordings have to be enabled. 

Enable Call Recording

Call recording can be enabled for your whole business, a specific user, or a call queue through the Stratus web portal. 

Recording Warnings

Since recording consent laws differ for different states and countries, it is imperative that your users obtain consent to record calls at the beginning of each call. 

One way of obtaining consent is immediately telling a caller that their call will be recorded. Callers that do not consent can then let your agent know before following any protocols your team has in place for this scenario.

Another way to obtain consent is having a recording warning play that warns callers that their call will be recorded. Callers that do not consent can either tell the agent they speak to or hang up the call. 

Record Calls

Now that call recordings have been enabled, your users/agents can record their calls as needed. 

Calls can be recorded by users on their desk phones, in the Stratus web portal, on their SpectrumVoIP Desktop App, and on their Stratus Mobile App. 

Access Call Recordings

If a user has recorded a call, that call recording can be pulled and downloaded for record keeping purposes. 

These call recordings can be accessed through the Call History page of the Stratus web portal, the SpectrumVoIP Desktop App, and the Stratus Mobile App.

Call Recording Transcripts

With the Stratus v43 update, call recordings can now have transcripts generated to make reviewing calls more effective and efficient. 

Having transcriptions for call recordings enabled can give your users deeper insight into previous calls and their outcomes. This tool can also be essential for users that need accessibility options for reviewing audio recordings. 

Use the module below to explore the two different ways call recordings with transcriptions can be enabled.

Access a Call Transcript

Now that the “recordings w/ transcription” setting has been enabled for users or call queues on your account, the calls of those users/call queues will be recorded, and a transcript will be generated from the dialogue that has taken place in the call. 

You can view the transcript of a recorded call through the Call History page:

1. Navigate to the Call History page.
   
2. Scroll down to the call that was recorded that you would like to review.
   

   Quick Tip: Calls that have a transcript will be assigned Topics. 
   

   To quickly view call recordings with Transcripts, you can show the Topics column of the Call History table.
   

   You can use the Call History Filters menu to narrow down your search for the call. 
   

    
3. Click the Listen icon next to the call.
   
   

   ✔ Doing so will pull up the Call Transcript menu for that recording.

   

    

Review a Call Transcript

In the Call Transcript menu, you will be able to listen to the recorded call, view a summary of the call, and review the dialogue that took place in the call. You can also download a CSV spreadsheet of this transcript's logs. 

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.

Add Music

To add music files into the Music on Hold of a user or a call queue…

1. Navigate to the Music on Hold page.
   
2. Do one of the following:
   

   For Your Whole 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.

    

    

    

   For a Call Queue

   

   This is the MoH page inside of a call queue. This music on hold page is accessible by either…
       •  Clicking the name or Edit icon of a call queue on the Music on Hold page.
   

   Quick Tip: To filter for call queues in your Music on Hold page, you can use the Type dropdown to select Queue.
   

   If you are not able to see the queue you need to adjust, deselect Hide Users Without Music on Hold.
   

    

       •  Clicking the Edit MOH icon for a particular call queue on the Call Queues page.
   

    

    

   For a User

   Each individual user can have their own music and messages play when they place a caller on hold. 

   To view a user's music on hold, click the user's name or the Edit icon next to the user.

   

   Quick Tip: If you are not able to see any users listed on the Music on Hold page, deselect Hide Users Without Music on Hold.

   

    

    

    
3. Click the Add Music button.
   
   

   ✔ Doing so will pull up the Add Music modal.
   

    
4. In the Song Name box, type in a descriptive name to identify the song with.
5. 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.

    

    
6. Click the Browse button.
   
7. Select the converted audio file. 
   

   ✔ Now the file name and its file path should appear in the box.

   

    
8. 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…

1. Click the Add Message button.
   
   

   ✔ Doing so will pull up the Add Message modal.
   

    
2. 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…

1. 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. 
   

    
2. 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.