If You Are an IT Manager...

If you are an IT manager you may have to customize the Telebroad services system to the requirements of users, phone agents, and call center administrators in your organization. Following is an overview of available Telebroad resources to get you started.

Phone Provisioning

The Telebroad system is completely cloud-based and can run with your existing PCs or mobile devices. However, some users – especially call center agents, prefer to work with a physical SIP phone.

Before a user can use his SIP phone it must be provisioned – set up with the user's account details and some network definition so the PBX server can identify it.

Provisioning guidelines for some of the phones we support are available here.

Basic Phone Operation

After phones are provisioned you may need to instruct agents and users on basic operations. You can refer them to the following user guides for common phone functions and operations. Use our system feature dial codes for quick execution of phone functions.

User guides for Poly SIP phones – VVX 301/311, VVX 401/411, VVX 601, and VVX 250/350/450.

User guides for Yealink SIP T4 series models (T43U, T46U, T48U) and T5 series models (T53/T53W, T54W/T57W, and T58W/VP59.) For the discontinued but still widely used T46S/T48S models refer to the user guides for the T46U / T48U models.

User guides for Yealink DECT (wireless) phones W73P/W76P/W78P.

Conference phone user guides – Poly Trio series and Yealink CP925/965/935W . See also user guides for the discontinued but still widely used CP960 model.

You can also find quick reference guides and key layouts for all the above models here.

If you have an older phone, see this folder of user guides for discontinued/unsupported models, including some Cisco and Konftel phones.

System Status

Your first point for diagnosing any problems with the phone system should be Telebroad's system status, accessed at: http://status.telebroad.com.

It shows a list of resolved and outstanding issues as well as the real-time operational status of all of Telebroad's major systems and tools:

Telebroad PBXCELLENT – the cloud PBX service that allows users to communicate with each other.
ACD Dashboard – an administrator tool to manage call traffic.
Telebroad SMS – business SMS service. Note that SMS numbers are separate from regular users's phone numbers.
Telebroad FAX – see this article for Telebroad faxing options.
Telebroad API – API documentation is available here.
app.telebroad.com – the Web/Desktop Teleconsole service.
Telebroad Hyper T1 – SIP Trunking and direct IP Connect that allows users to make external calls.
Mobile Apps (iPhone & Android) – the mobile Teleconsole service.

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 our systems. It is very important to follow our recommendations when it comes to buying or replacing a router.

Follow these links for more information and buying advice on specific hardware:

Telephones: Corded SIP Phones | Cordless SIP phones | Conference SIP phones
Telephone accessories: Mounting brackets | Headsets | Replacement handsets
Networking: Routers
Office access: Door phones | Keypads
Office announcements: Overhead paging system

You can also take a look at our warranty and limitation of liability and no-question-asked return/exchange policy.

Telephone Numbers – Porting, E911, and More

We have a whole section of the support portal to help you with anything related to phone number 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 for a timely and hassle-free porting experience

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 lets you save on monthly subscription fees for users with low call volume needs.

Learn how Cloned Extensions save you money by doubling the potential of an existing extension.

Increase accessibility to agents and users with Toll-free numbers and Direct Inward Dialing.

Software

Telebroad provides 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:

Admin Center – build and manage phone systems and call centers

This is Telebroad's main tool for phone system administrators and IT managers. It gives you a complete solution for building and managing your phone system or call center.

Detailed user guides for all modules of the Admin Center are available here.

Among its many features and tools, the Admin Center allows you to:

Configure and manage voice features (IVRs, extensions, hunt groups, call queues, mailboxes, etc.), SMS/MMS automation, schedules, and users and phone lines.
Oversee and control call traffic with two dedicated dashboards. One displays all calls on the system while the other is geared toward call centers and focuses on calls routed to agents and call queues.
Generate reports and analytics data to keep track of all communication activity in your organization.
Manage your Telebroad account and obtain details about your service plan, invoices, and payment methods.
Provisioning remote monitoring of physical SIP phones.
Buy and port phone numbers (coming soon).
Place orders for phone equipment and additional Telebroad services (coming soon).
Use Salesforce, Hubspot, and HHAeXchange integrations (see below).

As explained here, the Admin Center is also available to your phone system users, with limited functionality, for managing their accounts.

Analytics – for call center or simple phone system administration

Telebroad's Analytics is a legacy portal that provides you with measurements, statistics, and advanced reports.

While these functions can also be done in the Admin Center, the Analytics portal also has administration capabilities for a simple phone system that may be preferred by users who do not require the full complexity of the Admin Center. It has a control panel for all active and holding calls where calls can be rerouted or recorded. A listen-in feature helps with training and supervision.

See detailed user guides and FAQ for 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. The user can make, receive, and access calls (including a built-in PBX functionality for company-wide calling), messages, voicemails, faxes, and contacts. It also keeps logs of call history details, duration of calls, and customer information.

The TeleConsole runs on various platforms:

Mobile versions – see Android user guides/FAQ or iOS user guides/FAQ.
Desktop – see desktop/web user guides and FAQ. This version offers a very useful team and direct chat feature for an enhanced office communication experience.

System Features

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.

Business identity features for stronger brand recognition of your company's products or services.

Mobility features for your users to remain available anywhere.

Productivity features to improve the efficiency of users' workflow.

Inbound calling features for better client accessibility and calling experience.

Customer service features give clients a better overall experience.

Other features such as virtual fax machine and PBX calling card.

Telebroad Apps and Integrations

Telebroad's free apps complement your existing software or integrate with other platforms to provide access to Telebroad communication services.

Admin Center Integrations

These integrations are configured from the Admin Center and run directly from the TeleConsole. There is no need to download any software. See user guides here.

Hubspot/Salesforce: These two popular platforms help businesses manage marketing, sales, content, and customer service. The Telebroad Integration works with their CRM modules, cross-referencing contact details for incoming or outgoing calls and provide a click-to-call functionality. You can also add call notes and comments from the TeleConsole directly to a customer page on the CRM.

HHAeXchange: The HHAeXchange is a leading homecare software solution and it provides cross-referenced details of both patients and caregivers.

Zapier Integrations

Zapier is a cloud-based platform that allows you to integrate Telebroad communication services with over two thousand apps and online software platforms to create automated workflows and share data.

Integrations can be set up in minutes and are called Zaps. They require no coding or programming knowledge. You simply select the Telebroad module 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.

Other Apps and Integrations

All of these work and require installation on a Windows PC.

Highlight to Call/Fax/Message (also supported on Mac/Linux computers) – one of the advantages of installing the Desktop TeleConsole app is a set of global keyboard shortcuts that let users highlight and call, fax, or message phone numbers on any website, app, or document.

Print2Fax – lets users send faxes directly from any Windows program.

Directory Calling – is a simple Windows app that allows you to find and call contacts on the company's phone system. Unlike the TeleConsole, your personal contacts are not available here.

Zoho PhoneBridge Integration – an online integration that connects a Zoho CRM account with Telebroad's VoIP services, giving the CRM user a click-to-call function for any Zoho contact, automatic logging of a user's calls to his Zoho's activity records, and a pop-up window for incoming calls.

API Requests

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, bulk updating of contact details, examining user profiles (including their SIP registration 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 APIs to display push notification pop-ups for incoming or missed calls (see next.)

Introduction to API basics is available here as well as detailed overviews of API requests for the Delete, Get, Post, and Put methods.

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 alerts about new faxes, voicemails, incoming or missed calls, and SMS messages. Telebroad uses the PubNub platform to deliver push notifications. Learn more about implementing this here.

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