- Phone Provisioning
- Basic Phone Operation
- System Status
- Hardware Buying Guides
- Telephone Numbers - Porting, E911, and More
- Software - ACD Panel | Analytics | TeleConsole
- System Features
- Telebroad Apps
- API Requests
- Real Time Push Notifications
- Zapier Integrations
If you are an IT manager you may have to customize the Telebroad Pbxellent system to the requirements of the office users, phone agents, and call center administrators. Here is an overview of available Telebroad resources to get you started.
The Telebroad system is completely cloud based and can be used solely with any computer, tablet, or smart phone. However, some users - especially call centers agents, prefer to work with a physical IP phone
Before an agent can use his IP phone it must be provisioned - setup with the agent's account details and some network definition so the PBX server can identify it.
Following are provision guidelines for some of the phones we support:
Provision guidelines for Polycom VVX 300,400,600 telephones.
Provision guidelines for Yealink T42, T46, T48 telephones.
Basic Phone Operation
After phones are provisioned you may need to instruct agents and users with basic operation. You can refer them to the following user guides for common phone functions and operations. Included are also telephone system features detailing dial codes for quick execution of certain system features.
You can also fine quick reference guides and key layouts for all above models here.
Your first point for diagnosing any problems with the phone system should be Telebroad's system status, available at the following link:
Here you will see a list of resolved and outstanding issues as well as real time operational status of all of Telebroad's major system and tools:
- Telebroad PBXCELLENT
- ACD Dashboard
- Telebroad SMS
- Telebroad FAX
- Telebroad API
- app.telebroad.com (Teleconsole)
- Telebroad Hyper T1 (SIP Trunking and direct IP Connect)
- Mobile Apps (iPhone & Android)
If all systems are operational you may conclude that the problem is on your end and proceed to diagnose it or contact our support team for further assistance.
Hardware Buying Guides
As your office hardware expert, you may be asked to make decisions about purchasing phones and additional devices and accessories.
Additional hardware can also upgrade your office with access control and overhead announcement capabilities directly integrated with the Telebroad system.
To simplify your purchasing experience we have compiled lists of recommended hardware for optimal performance with the our systems. It is very important to follow our recommendation when it comes to buying or replacing a router.
Follow these links for more information and buying advice on specific hardware:
- Telephones: Corded SIP PhonesCordless SIP phonesConference SIP phones
- Telephone accessories: Mounting brackets | Headsets | Replacement handsets
- Networking: Routers
- Office access: Door phones | Keypads
- Office announcements: Overhead paging system
Telephone Numbers - Porting, E911, and More
We have a whole section of the support portal to help you with anything related to phone numbers setup and requirements.
- Porting- If you are porting services from another provider to Telebroad we have both a general description of what the process entails as well as detailed step by step instructions to make porting numbers and services to Telebroad timely and easy.
- An extensive overview of E911 support procedures and steps you may need to perform to ensure all your Telebroad phone numbers have access to emergency services.
- Examine how Metered Extensions let you save on monthly subscription fees for users with low call volume needs.
- Learn how Cloned Extensions saves you money by doubling the potential of an existing extension.
- Increase clients accessibility to agents and users with Toll-free numbers and Direct Inward Dialing.
Telebroad provide powerful software for both users and administrators. Following are overviews of software with matching roles and links to user guides and FAQs, helping you troubleshoot issues and provide guidance to users:
ACD Panel - for call center administrators
The primary software tool for call center administrators is the Telebroad's ACD panel.
ACD stands for Automatic Call Distribution. The ACD panel helps administrators control, manage and analyze the activity and performance of a call center. It automatically distributes calls to various queues according to specific criteria and rules which are designated to maximize the efficiency of calls placement and overflow.
The ACD Panel includes powerful tools for generating historical reports and live overviews of any active call flows. The user-friendly interface is designed for handling calls in real time with easy drag and drop functionality. Customized alerts address select call scenarios and ensure the administrator is always on top of the daily operation of the call center.
See detailed user guides and FAQ for the ACD Panel here.
Analytics - for call center or simple phone system administration
Telebroad's Analytics is a collection of tools and web interfaces that provide statistical and advanced reports.
Analytics also includes an administration feature for a simple phone system. It includes a real time control panel for all the active and holding calls where various manual operations can be performed to affect call assignment, record calls, and listen in on calls for training and overseeing purposes.
Statistics measurement cover calls traffic, users' activity, and group loads. A detailed log of calls, with attached audio recordings, is also maintained for micro level administration capabilities.
See detailed user guides and FAQ for the Analytics here
TeleConsole - for users and agents
The main software tool for your office users is Telebroad's TeleConsole.
The Teleconsole provides users with a personal control panel to track, monitor, and manage all of their daily communications. They can make, receive, and access calls, messages, voicemails, faxes, and contacts. It also provides logs with specific details about call history, length of calls, and customer information.
The TeleConsole has a web version - see user guides and FAQ here.
Telebroad offers many system features to help call center administration and enhance the productivity of your office users. Familiarizing yourself with these will allow you to provide better support.
- Administration features such as advanced reports and ACD functionality.
- Business identity features for a stronger brand recognition of your company's products or services.
- Mobility features to your office users to take work on the road and be available to clients from anywhere.
- Productivity features to improve the efficiency of users workflow.
- Inbound calling features for better clients accessibility and calling experience.
- Customer service features to give clients a better overall experience.
- Other features such as virtual fax machine and PBX calling card.
Telebroad apps are several pieces of free software that complement and enhance the functionality of your existing office software or allow users to perform communication operations directly from a browser.
chrome SMS Extension - allow a user to send SMS messages directly from a Chrome web browser utilizing an existing Telebroad account.
Click to Call - speed up a user dialing experience by converting any web page phone number into a clickable quick dialing link. The app also includes an auto dialing feature.
Print2Fax - let users send faxes directly from any windows program.
CRM Pointer - a Windows plugin that adds the extra desktop notifications functionality or automatic web site searches for calls dialled or received with either the TeleConsole's or Microsoft Dynamics.
Microsoft Dynamics CRM Integration - a browser extension that gives direct dialing functionality to users of Microsoft’s Dynamics. Additional features of the integration are automatic cross referencing and the ability to take call notes in a floating window.
Microsoft Outlook Integration - a Windows plugin that provides calling and SMS messaging directly from Microsoft's Outlook. It can also create new contacts automatically based on caller ID and log call details into the calendar.
API requests allow you to make specific queries and operations with the Telebroad servers, harnessing them to perform bulk actions or add various communication functionalities to your existing software.
Sample uses include enhancing your CRM with SMS, fax, or calling functions, mass update of contacts details, examining user profiles (including their SIP reistration details), managing hunt groups, updating mailbox settings, sorting call history details, redirecting calls, fetching caller ID information, and numerous more. You can even use real time API's to display push notification pop ups for incoming or missed calls (see next.)
Real Time Push Notifications
If you are developing applications and enhancing them with Telebroad communication services your clients can also benefit from push notifications giving them real time pop-up alerts about new faxes, voicemails, incoming or missed calls, and SMS messages. Learn more about the benefits and implementation of this technology here.
Zapier is a cloud based platform that allows you to integrate Telebroad communication services with over two thousands apps and and online software systems to create automated workflows and share data.
Integration can be set up in minutes and are calls Zaps. They require no coding or programming knowledge. You simply select Telebroad and another app, set up login details for both, and select a trigger on one app and an action caused by this trigger on the other. Zapier does the rest for you.
Learn how to create Zaps here.