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If You Are an IT Manager...


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.


Phone Provisioning

The Telebroad system is completely cloud-based and can run with your existing PCs or mobile devices. 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 – set up with the agent'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. Our system features dial codes allow for quick execution of certain 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) phonesW73P/W76P/W78P.


Conference phones 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, available 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

  • 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 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:


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 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 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 let 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.


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:

ACD Panel – for call center administrators



The primary software tool for call center administrators is 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 call 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 has a control panel for all the active and holding calls where calls can be assigned or recorded. A listen-in feature helps with training and supervision.


Statistical measurements are kept for call traffic, users' activity, and group loads. A detailed log of calls, with audio recordings, is also maintained for administration purposes.


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:

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.

 



  • Mobility features to your office users  to take work on the road and be available to clients from anywhere.





Telebroad Apps


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 – lets users send faxes directly from any Windows program.


Microsoft Dynamics CRM Integration – a browser extension that gives direct dialing functionality to users of Microsoft 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.


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 contacts 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 API's 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. Learn more about the benefits and implementation of this technology here.


Zapier Integrations

 

Zapier is a cloud-based platform that allows you to integrate Telebroad communication services with over two thousand apps and online software systems 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.

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